Customer Service & Info

Customer Service & Info /

SHIPPING METHODS

off---white.com delivers parcels all over the world via DHL Express. All orders are processed within 1 working day. However, during sale seasons orders might suffer a slight delay due to an excessive amount of orders being filled out. off---white.com will not be held responsible for a delay in shipment caused by weather conditions, international customs issues or any other circumstances beyond the control of Off-White. All shipments are accompanied with an official invoice with the exact declared value of each item in euro. Sale and discounted items reflect discounted prices. Worth of goods will be publicly available on the package’s insert for tax reasons on all orders. Once orders are sent a change of delivery address will no longer be possible, please make sure to fill out a correct address when checking out.

Available items

Orders made of available items, upon confirmation of their availability and check of the bank transaction, will be processed the next working day of the order’s placement. The amount of the transactions made by credit cards will be settled only when processing the order. If the payment method chosen is bank transfer, the order will be tendered to the carrier only after the payment is confirmed and validated on our bank account. Please note that during seasonal sales and promotional sales, delay may occur in the order’s processing.

Pre-orderable items

A pre-order is the reservation of an item that is not yet available for sale, but will be soon. Pre-order items are shipped upon the arrival of the products in the warehouse within the time that is stated on the item’s purchase page. In case the merchandise in pre-order fails in delivery, off---white.com will promptly inform and refund customers. off---white.com will not be held responsible for a delay in shipment caused by circumstances beyond the control of Off-White that cause pre-ordered products to arrive at the warehouse later than the time specified on the product’s purchase page.
In Pre-order purchases credit cards are debited at the moment the order is placed. Pre-order products that are purchased by bank transfer must be paid for within 48 hours of placing the order as stated in the bank transfer guidelines.

Regarding order with available items and pre-orderable items, shipment will happen in 2 different phases:

  • Available merchandise will be shipped with standard shipping methods
  • Pre-orderable items will be shipped right after items are available in stock.


SHIPPING COSTS

Shipping costs for each specific geographic area are calculated at checkout and listed below. Please note that in case that, for any reason, customer refuses the delivery of the parcel, shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer. This amount will be deducted from the total amount of the order to be refunded.

off---white.com offers DDP (Delivery Duties Paid) shipping to a few selected countries. This means taxes, custom fees and import fees for European Union Countries, New Europe, Switzerland, Japan, South Korea, Hong Kong, Canada, China, Singapore, Australia and the United States are included. Shipments to countries not listed below will be shipped DDU (Delivery Duties Unpaid) which means they may be subject to custom fees, import fees and taxes, these are the sole responsibility of the client and will not be reimbursed by Off-White.

ITALY

The prices shown on off---white.com when shipping to Italy include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 10

EUROPEAN UNION COUNTRIES

The prices shown on off---white.com when shipping to European Union Countries include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 20

Countries included: Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Luxembourg, Monaco, Portugal, San Marino, Spain, Sweden, The Netherlands, United Kingdom.

NEW EUROPE

The prices shown on off---white.com when shipping to New Europe Countries include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 30

Countries included: Albania, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Greece, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia

SWITZERLAND

The prices shown on off---white.com when shipping to Switzerland include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 30

JAPAN

The prices shown on off---white.com when shipping to Japan include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 30

HONG KONG

The prices shown on off---white.com when shipping to Hong Kong include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 30

SOUTH KOREA

The prices shown on off---white.com when shipping to South Korea include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 30

CANADA

The prices shown on off---white.com when shipping to Canada include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 35

RUSSIAN FEDERATION

Items may be subject to custom fees, import fees and/or taxes, these are the sole responsibility of the client and will not be reimbursed by Off-White.

Shipping costs: € 30

Please note that due to new regulations, delivery to certain postal codes within Russian Federation is restricted. In these cases, the client may be asked to provide an alternate address. If the client is unable to do so, it may result in the cancellation of the order.

CHINA

The prices shown on off---white.com when shipping to China include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 30

AUSTRALIA

The prices shown on off---white.com when shipping to Australia include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 30

SINGAPORE

The prices shown on off---white.com when shipping to Singapore include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 30

UNITES STATES OF AMERICA

The prices shown on off---white.com when shipping to United States include import duties, custom fees and taxes and will be delivered with no extra costs.

Shipping costs: € 35

To receive an import, the US Government's customs agency requires a Social Security Number (SSN) or a Non US Citizen Number - Customs Border Protection assigned number (CBP). The process to obtain a CBP assigned import number takes about 10 business days.

REST OF THE WORLD

Shipping costs: € 30

Items may be subject to custom fees, import fees and/or taxes, these are the sole responsibility of the client and will not be reimbursed by Off-White.

SHIPMENT INSURANCE

From the moment of dispatch the package is fully insured with DHL against damage, theft and loss. Once the package has been signed for by the customer the responsibility shifts to the customer and the insurance is void. We urge customers to not accept packages that are damaged, broken or seem to have been tampered with. In such cases contact our customer care team at [email protected] for support. We do not offer returns based on these accusations once the package has been signed for.


DELIVERY

At delivery time, customer are kindly invited to carefully inspect the parcel before signing and confirming the completed delivery of the same. off---white.com carefully seals parcels with a customized adhesive tape with the logo of off---white.com. In case the customer receives a parcel that has been opened by Customs or by the Carrier for authorized inspections, the parcel will be closed with a guarantee seal by the specific body. If the parcel appears damaged, or the adhesive tape not intact, customer is kindly invited to sign the delivery of the parcel with the note “Received unchecked”, or to refuse the delivery of the parcel. In case the parcel will not result untouched, customers is kindly invited to open a claim with the local DHL office and promptly contact off---white.com at the e-mail address ecommerce@off---white.com If the parcel is not intact, and the customer signs the delivery without the note “Received unchecked”, delivery will be deemed automatically accepted and consequently off---white.com will not accept any related claim.

PLEASE NOTE Customer can choose to pick the parcel up c/o the closest DHL point without extra costs. Find the nearest https://locator.dhl.com/ServicePointLocator/m/index.jsp

FAILED DELIVERY

By placing an order, customers establish a commercial relationship with off--- white.com and commit to accept delivery of the parcel related to the order placed. If the parcel cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect phone number, wrong or incorrect shipping address, absent receiver), or if the customer refuses to collect the parcel, the parcel will be returned to the sender off---white.com in Italy at customer’s expense. The expense includes shipping costs and any duty and tax fees; the amount will be deducted from the total amount of the order to be refunded.

WARNING FOR SHIPMENTS TO THE RUSSIAN FEDERATION (RUSSIA)

off---white.com informs that it is not allowed to send jewelry and fashion jewelry to the Russian Federation.



DELIVERY TIME

off---white.com processes orders in Italy, Milan from Monday to Friday. off---white.com processes orders the day after the order’s placement, or the next available working day. Orders placed from Friday to Sunday, or holiday will be processed the following business day. off---white.com ships all over the world via DHL Express. off---white.com cannot be accountable for carrier delays or delays caused by holidays, meteorological conditions, customs inspections and other circumstances that are irrelevant to off---white.com's control.

Once shipped, arrival time of packages may vary from country to country.

Delivery for shipments addressed to:

  • Italy: approximately 1-2 working days (excluding the Italian Islands which may take 2-3 working days).
  • European Union: approximately 2-3 working days.
  • Rest of the world: approximately 4-5 working days.


REFUND

In case customer requests the refund of the item(s) returned, the credit note will be issued after the parcel is returned to our warehouse and only after the quality check on the item(s).
The refund procedure will take 10 days from the arrival of the item/s at the warehouse. Any changes in currency during the return period will not be reimbursed.
Orders paid by credit card will be refunded to the original card used during checkout. The refunded amount will be available within the next billing statement. This may change depending on banks and credit providers, it could take up to 20 working days.
Bank transfer refunds will be refunded to the original account after the customer has sent the off---white.com customer care team his bank coordinates.



RETURNS AND EXCHANGE

For any reason, customers can return the order, entirely or partially. off---white.com accepts exchanges or refund within 14 days from the receipt of the merchandise.
Items must be returned in the same original conditions, neatly packed and with the return tag still attached.
Please note that we can only exchange an item for the same article in a different size or color. The new size/color will be dispatched as soon as we have received the article that is to be exchanged.
Please note that we can only accept exchanges from the country which the shipment was sent to.
In order to start the exchange or refund process the customers can contact the Off-White customer care team via email at [email protected]
Stating the order number, reason for return and whether it’s a request for product exchange or a refund.
The customer will then receive an email with a return authorization number (RAN) that is needed to fill out the return tag which must be sent back with the item/s in question.
Please follow the instructions given by the customer care team while sending your return back to Off-White avoiding any discrepancy.
Item/s that will not match Off-White’s return policy will not be taken into consideration and send back to the customer at his own cost.

Please note that final sale items, which season is not available online anymore, are not eligible for a return.

TERMS AND CONDITIONS OF RETURN

The returned items must be sent back in their original packaging together with all the materials received with the item/s (dust bags, covers etc.) and should have a copy of the invoice inside.
The item/s must be unharmed, not worn or altered and must have all original security seals still attached. When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip or it will not be accepted.
The Off-White packaging must not be used as the external parcel for the shipment.
If the item does not fit these requirements the item will not be accepted and will be sent back to the customer at their own cost.
Authorized returns must be shipped using the carrier suggested by off--- white.com in the email providing the return instructions.
Size or color exchanges will only be issued if requested sizes and colors are in stock.
Exchanges for different items are not accepted.
An item can only be exchanged once.
All products are checked at the warehouse for any faults. However, if a customer receives an item not in the original state please contact [email protected]

We have made every effort to display the colors of our products that appear on off---white.com as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.

Authorized returns must be shipped using the carrier suggested by off--- white.com in the email providing the return instructions. off---white.com reserves the right not to accept returns if customer tenders the box to a different carrier and in case the delivery of the parcel entails extra costs for off---white.com or involves the collection to one of the carrier’s branches. off---white.com reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of off--- white.com. In these cases, off---white.com can return the box to the sender at the original shipping address. In case off---white.com accepts returns that were not authorized or not in compliance, off---white.com can withhold the 10% of the value of the returned item from the refund.



PAYMENT METHODS

off---white.com currently accepts payments using Mastercard, Visa, American Express, Maestro, PayPal and Bank Transfer.

CREDIT CARD

When clients place orders online, credit details are forwarded to a protected online banking system provided by Banca Sella*, which accepts Visa, Mastercard, American Express, Maestro and PayPal.

CHARGE OF CREDIT CARD

If funds are sufficient and data correctly inserted, the transaction will be automatically authorized. Customer will then receive an email of the order confirmation. The amount authorized is temporarily blocked on deposit as a request of payment; the amount is then settled the following working day, while processing the order (shipment of the order or deposit invoice for pre- orders).

BANK TRANSFER

By clicking on Bank Transfer as payment method, customers automatically receive the order confirmation. In the order confirmation, customers are able to find all the necessary information (bank details, etc.) to complete the payment to off---white.com’s bank account. Bank Transfer orders will be reserved for 48 hours and will only be shipped once the bank transfer has been confirmed. A copy of the bank transfer confirmation must be sent to [email protected] within these 48 hours or the order will be automatically cancelled. The order will be processed the same day the payment is received on the bank account of off---white.com. The customer must specify the order number as the payment reason.
In order to proceed with the bank transfer, here are the bank details:

OFF WHITE OPERATING S.r.l - Banca Sella
Iban: IT78A0326801605052227339980
Swift: SELBIT2BXXX


Possible transfer costs as well as bank charges shall be borne by the customer. Your order will be dispatched upon receipt of payment on our account. Refunds from returns will be charged-back to the bank account which the original order was paid from.

*In accordance with item IV, art. 25, c. 6 “Transfer of personal data to third countries” of the Directive 95/46/EC, the data may be transferred to non EU countries or countries not belonging to the European Economic Area, that however grant an adequate level of protection of the personal data. In any case, the data processing will take place in accordance with the provisions of the current rules and regulations.



PRICES AND CURRENCIES

Payments as well as refunds for shipments are all invoiced in Euro (EUR). At the beginning of each season, a fixed exchange rate is determined, and is used to determine the estimated price in the local currency. However, when the order is processed, the exchange rate used is the current exchange rate. For this reason, there may be a difference between the estimated cost, and the cost charged at the time of processing. Credit cards will be debited in Euro, and thus, due to exchange rates, the final price will be calculated in the applicable exchange rate the day the credit card company processes the transaction. When a refund is processed, the exchange rate used is that of the current day. This may also cause a variance in the price paid and the price refunded, due to fluctuating exchange rates.



TRACKING YOUR ORDER

SHIPMENT TRACKING

When the order will be tendered to the courrier, customers receive an email from DHL providing the tracking number (AWB) related to the order. To monitor the status of your order, customers may visit DHL official website http://www.dhl.com/en.html and insert the given AWB number in the specific area “Track Your Shipment”.



TERMS AND CONDITIONS

This document contains the terms and conditions that govern the website off---white.com.
By using off---white.com the user agrees to respect and act upon all the terms and conditions in this document and all other policies on off---white.com. Users who do not accept these terms may be asked by off---white.com to refrain from using the site.
off---white.com reserves the right to change, remove or replace terms, conditions and policies without notice or warning. We urge users to check back often and stay up to date on the latest updates and legal issues.
The use and access of off---white.com is for personal use only.