5.2 Return Policy

Last updated: 12th June, 2026

At OffSeason London, we do everything we can to keep our customers satisfied. However, it may happen that you wish to return a product. Below, we clearly explain our return policy. We are happy to help you - if in doubt, always contact us first via info@offseasonlondon.com.

Please, do not send several emails within a short amount of time, as this may be flagged as spam. The return process will only take longer.

1. How we work

OffSeason London operates on a direct-from-factory model. To prevent waste and reduce our CO₂ emissions, we do not maintain a large stock of our own: items that are not in stock are shipped directly from our suppliers (on different locations around the world). This means that returns must also be sent to our supplier's return address, depending on your location.

2. Time limit and registration

• You can register a return within 14 days of receiving the item, via info@offseasonlondon.com.
  
• You can only register a return after you have physically received the item.
• When registering, always include your order number and a valid reason for the return.
• Upon approval, you will receive our supplier's return address from us.

3. Conditions

• A valid reason for the return is always required.
  
• Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags still attached.
• Trying on is allowed, wearing is not.
  
• Discounted (sale) items cannot be returned without a valid reason.
• Intentionally ordering multiple sizes with the intention of returning (part of) them is not permitted.
  
• Certain items are excluded from return for hygienic reasons (such as underwear, swimwear, and jewelry), unless unopened and unused.

4. Return costs and process

• The return costs are entirely at the customer's expense, including international shipping and any customs fees.
  
• The item must be returned to our supplier's return address in The Netherlands, Portugal or China.
  
• The customer is responsible for shipping, costs, and tracking the return shipment.
  
• We always recommend using a shipping method with track & trace; we cannot process a return without proof of shipment. 

5. Customer-friendly interim solution

Because international returns can be expensive and time-consuming, we are happy to look for a suitable interim solution with you (for example, a partial refund or discount), which we will agree upon by mutual consent via email. To do this, please always contact us first via info@offseasonlondon.com before returning anything.

6. Defective, incorrect, or damaged item

If there is something wrong with your order - for example, the size, the fit, or the quality - please send us an email within 14 days of receipt with clear photos and a description of the problem. Without photos and a description, we cannot process your complaint, and there is no right to a return or refund. With this information, we will look for a suitable solution as soon as possible.

7. Refund

A refund can only be issued after the item has been received and approved at the return address in The Netherlands, Portugal or China. Upon approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs will not be reimbursed.

Bundle Discount Items — Same Item, Multiple Sizes

Orders containing two of the same item purchased in different sizes to qualify for our sitewide 10% bundle discount are treated as a single bundle purchase. If one item from such an order is returned, the bundle discount no longer applies, as the qualifying condition (2 items in the order) is no longer met. In these cases, refunds for the returned item will be issued as store credit, adjusted to reflect the item's full, nondiscounted price. The item you keep will not be affected, but the 10% discount value will not be refunded in cash.

This policy applies specifically to duplicate items ordered in multiple sizes; it does not affect bundle discounts on orders of two different items, which remain eligible for a standard refund.

8. Cancellations

It is not permitted to cancel an order after it has been placed and is being processed. No refund or chargeback can be opened until the item has actually arrived and been received.

NOTE: If you have a question or problem with your order, please contact us first via info@offseasonlondon.com instead of immediately initiating a chargeback or refund. Allow for a sufficient amount of time for us to reply to your inquiry/e-mail. We strive to respond within 3-5 days, depending on the personal circumstances of the customer that we need to consider.

 

9. Liability

• We are not responsible for lost packages if the tracking indicates that the item has been delivered to the address provided by the customer.
• An incorrectly provided address is the responsibility of the customer.
• Address errors must be reported within 24 hours of ordering via info@offseasonlondon.com.