Refunds

Refunds & Exchanges

Please read below our terms and conditions before ordering on our website. (Important- Please send your parcel via Royal Mail Or Courier- Do not drop off your parcel to our return address in person- this will not be accepted, Thank you)

Refunds

When wanting to return an item/items from our website, customers must return their for a parcel back to us within 14 days of receiving the goods. Please include inside the parcel your order number, name, email, address and reason for returning your item. All information needs to be completed in order for the return to be successful. Once we have received your parcel we shall send you a confirmation email saying we have received this which will have all the details on your refund. Refunds can take up to 14 days depending on your card issuer. You can also email info@offtheracklondon.com if you need further assistance.

Exchanges

If you are wanting to exchange an item different colour or size then please contact us via phone to discuss or you can email us at info@offtheracklondon.com. You can return your item to us and place a new order to receive the item of your choice.

Cancellation- You have 24 HOURS to cancel your order with us before the item is sent.

RETURN ADDRESS: OFF THE RACK LONDON RETURNS, 21 DOWNFIELD ROAD, WALTHAM ST LAWRENCE, RG100HU

Your items will not qualify for a refund or return if:

  1. Items are not in their original condition or have any marks/makeup on the item.
  2. Items are received in a condition that smell or appear to have been worn.
  3. Items do not have all original labels attached.
  4. You do not include your name and order number in the parcel.
  5. If your payment method has changed we will need to issue you a GIFT VOUCHER.
  6. Swimwear/lingerie are non refundable due to hygiene reasons

Thank you from the OFF THE RACK LONDON Team.

Contact Anna for urgent complaints.