Returns Policy

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.
A restocking fee of 10% of the item's price will be deducted from your refund for returns made for reasons of personal preference (for example, change of mind, style, or fit). This fee does not apply where the item is faulty, defective, or not as described.

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.
Payment processing fees charged by our payment provider are non-refundable and will be deducted from your refund amount, in addition to any applicable restocking fee.

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, store credit 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 designated 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 that qualify for our sitewide 10%, 15%, 20%, or 25% bundle discounts (2, 3, 4, or 5 qualifying items) are treated as a single bundle purchase, regardless of whether the items are the same product in different sizes or different products entirely. If one or more items from such an order are returned, the bundle discount recalculates based on the number of items retained: a 5-item order (25%) returning 1 item drops to the 4-item tier (20%); a 4-item order (20%) returning 1 item drops to the 3-item tier (15%); a 3-item order (15%) returning 1 item drops to the 2-item tier (10%).

If only 1 item remains, it no longer qualifies for a bundle discount and reverts to full price. The refund for returned item(s) will be issued to your original payment method, adjusted to reflect the recalculated pricing.

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. Return Frequency / Abuse Prevention

We reserve the right to limit, refuse, or require prepayment for future orders from customers with an excessive history of returns, where such a pattern suggests misuse of our return policy.

10. 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.

__________________________________________________________________________

11. Contact information. If you have any questions or need assistance with your return, please contact our customer support team at info@offseasonlondon.com.

12. Changes to the returns policy. OffSEASON London reserves the right to modify this returns policy at any time. Any changes will be effective immediately upon posting on our website.

By making a purchase from OffSEASON London, you acknowledge that you have read and agreed to the returns policy.