Returns, Store Credit and Refunds
This page is split into the policies for "pre-made" and “made-to-order". If you have any questions that are not answered below, please email firstname.lastname@example.org
Premade Items- exchanges
Everyone's situation is different, therefore, it is important to email email@example.com with your requests. However, if you purchased an incorrect size, OFFKUT studio can exchange subject to availability. Alternatively, if the other size isn’t available, we will issue store credit in the form of a gift card. The gift card will total the value of your original purchase (minus shipping). The gift card includes a code you can enter at the checkout and never expires.
OFFKUT has adopted this policy as most items are limited edition and therefore we do not, and cannot, hold large amounts of stock.
FAQ's for Premade Items
How long do I have to return for an exchange?
You have 14 days (UK) or 21 days (International) after the delivery of your order to return merchandise. You can find the date of delivery in your shipping confirmation email. You are encouraged to contact OFFKUT asap with your request as store credit will not be issued if your request is made outside of these timeframe's.
When are exchanges for a different size or store credit not facilitated?
- If the return has signs of use, odour, signs of it being washed, damage from the customer.
- If it is returned without the original tags.
- If it is returned outside the 14 day (UK) or 21 day (International) timeframe stated above.
If we note any of the above then you will not be eligible for store credit.
How do I request an exchange?
1. Email firstname.lastname@example.org (subject: *order number*, *name*, return request), detailing the reason for request and add images if necessary.
2. OFFKUT will let you know whether the exchange can be facilitated and also provide you with other options depending on your situation (e.g. made to order).
The customer is responsible for covering postage costs to send their item(s) back to OFFKUT. You are encouraged to send with tracking and keep proof of postage. OFFKUT is not liable for damage or loss during transit so please package thoroughly and ensure the address is correct.
How do I use store credit?
Store credit is issued via email in the form of a gift card. There is a code included, which you can use at the checkout. If the value of your new order is greater than the value of the gift card then you will need to cover the difference. The gift card value will not be eligible for shipping costs.
Can I exchange it for a different size?
Yes, but it is subject to availability. Please be aware that we don’t hold stock and so it may need to be exchanged for a made-to-order item or store credit.
Made-to-order is dependent on whether there is enough fabric to make another, please contact OFFKUT to enquire!
Made to order:
Please email email@example.com with your situation and we will do our best to help and advise you.
Due to items being handmade to order, we only issue refunds if, on the rare occasion, your item arrives faulty (this does not include incorrect sizing choice). Please send an email and attach images. Items must be returned within 14 days (UK) or 21 days (International) from date of purchase to be eligible for refunds. It must have the tags attached.
FAQ for made-to-order
I purchased a custom order, can I return it?
Custom orders are non-returnable as they are made to your requirements.
Can I exchange it for a different size?
This is dependent on whether there is enough fabric to make another, please contact OFFKUT to enquire!
My order has arrived faulty, what should I do?
On the rare occasion your item arrives faulty, please email firstname.lastname@example.org with your concern (include images) and we will deal with it promptly. It is your consumer right to request a refund for goods that arrive faulty within 30 days of purchase.
It must have the tags still attached.
What is not eligible for return?
- sale items
- Items without the original tag
- Item's returned outside the 14 (UK) or 21 (International) day timeframe, or 30 days for items that arrive with a fault.
Can I change my address after purchase?
If you ordered premade then you must request an address change within 12 hours of purchase
if you ordered made to order then you must request an address change within 48 hours of purchase
I put the wrong address, can I have a replacement?
if you put the incorrect address at checkout and alert us after is has been dispatched then we will not send a replacement nor will we provide a refund. You are encouraged to contact the postal service provider. Your shipping reference or tracking number is in your shipping confirmation email
If the order is returned to us due to incorrect address provided at checkout then we ask for the additional postage cost to be sent to us via PayPal. We will contact you with the total amount and further details
I am unsure on sizing, where should I go for guidance?
If you’re unsure about sizing please see the size guide or contact via email or DM on Instagram.
Descriptions also provide sizing advice. Model's measurements are included for reference.
What is the returns address?
Please email email@example.com with your enquiry.
How do I post my return?
Include a note with your name and order number within the package. OFFKUT strongly suggests sending your return with a tracking number as we are not liable for items that get lost in transit. It is important to email firstname.lastname@example.org with you request prior to returning any product as there is also a possibility that the same product can be made-to-order for you in a different size even if it isn't available on site.
CUSTOM CHARGES (International customers only):
Parcels may be subjected to customs and handling charges upon receipt. Offkut Studio is not liable for covering custom charges. Please take this into consideration when purchasing
The fee to cancel your order will be 3% of your total spend in order to cover the Shopify fees incurred from the transaction. You are strongly encouraged to check your order and exchange rates prior to completing your purchase.