Refund policy
Last updated: July 2026
At Offline Department, every item is made to order. This helps reduce waste and unnecessary inventory while ensuring each product is created specifically for you.
Returns
We accept returns only if:
- The item arrives damaged or defective.
- You receive the wrong item.
- The product has a manufacturing fault.
If your order meets one of these conditions, please contact us within 14 days of receiving your order at:
offlinedepartmentnz@gmail.com
Please include:
- Your order number
- A description of the issue
- Clear photos of the product
We will review your request and provide a replacement or refund where appropriate.
Change of Mind
Because all products are made to order, we do not accept returns or exchanges for:
- Change of mind
- Incorrect size selection
- Incorrect colour selection
- Buyer’s remorse
Please check our size guides carefully before placing your order.
Refunds
If your refund request is approved, your refund will be processed to your original payment method.
Depending on your payment provider, it may take 5–10 business days for the refund to appear.
Exchanges
We do not offer exchanges for made-to-order products.
If you receive a damaged or incorrect item, we will arrange a replacement at no additional cost.
Shipping Issues
We are not responsible for delays caused by:
- Customs processing
- Postal services
- Incorrect shipping addresses provided by the customer
- Events outside our reasonable control
Lost Packages
If your tracking shows that your package has been lost in transit, please contact us and we will work with the shipping carrier to resolve the issue.
Contact
If you have any questions about this Refund Policy, please contact us at:
Email: offlinedepartmentnz@gmail.com