FAQs

• Q: How long will my delivery take?
• A: We aim to have your order with you within a maximum of ten working days from the date of order.
• Q: Can I specify a day for delivery?
• A: Unfortunately we cannot specify an exact delivery date
• Q: I haven't received a confirmation email
• A: an automated email would have been sent to the email address that was submitted. If a confirmation email is not received within 24 hours of the order being placed please contact us at customerservices@offspring.co.uk
• Q: What payment methods can I use?
• A: Offspring accepts Visa (except Visa Electron), MasterCard, Switch and Solo. But not American Express.
• Q: It's asking for an issue number but I don't have one.
• A: This is only applicable for Solo/Switch cards. If you are not using one of these payment types please ignore this box.
• Q: It's asking for a security code. Where can I find this?
• A: The Card security code is the last three digits on the signature strip on the reverse of the card.
• Q: Can I pay with a cheque?
• A: Unfortunately we do not accept cheques.
• Q: How will my order be delivered?
• A: Your items are sent by Home Delivery Network between the hours of 0700-1900 Monday-Friday. On receipt of the goods a signature will be required. If nobody is available at the address specified HDNL will attempt to have the parcel signed for and left with a neighbour, a card will be left giving you the location of your goods.
  Unfortunately we are unable to offer next day delivery.
  For international delivery addresses your items are sent by DPD. On receipt of your products a signature will be required.
• Q: Can I specify a courier service?
• A: Unfortunately not.
• Q: What are your delivery charges?
• A: The delivery charges for UK mainland customers is a standard delivery fee of £3.50. To Northern Ireland there is a £7.50 postage fee and for Southern Ireland there is a £9 postage fee. To all Western European customers (Including the Hebrides, Shetland, Orkney and Channel Islands) there is a £15.00 postage fee. For rest of the world customers a £25.00 postage fee is applicable (including Switzerland, Norway, Croatia, Serbia & Iceland. This due to the high customs charge).
  Any taxes or duty fees incurred to ship abroad are the responsibility of the customer and these costs cannot be reclaimed from Offspring.
• Q: Are your delivery charges per item?
• A: Deliveries are charged per order.
• Q: Can I apply my NUS discount?
• A: At present we are unable to apply NUS discount online.
• Q: When will you take payment?
• A: Payment will be taken on dispatch of your order.
• Q: How can I track my order?
• A: To track your order please contact our mail order dept at customerservices@offspring.co.uk
• Q: How many items can I order?
• A: There is no limit! You are free to purchase as many items from Offspring as you please.
• Q: No one's ever at my house. Can I send to my work address?
• A: Yes. You are now able to specify an alternate address for delivery.
• Q: The code I'm entering doesn't work
• Please enter the full code given with no spaces. If this problem persists please contact our mail order department at customerservices@offspring.co.uk
• Q: The shoes I want aren't on the site
• A: Unfortunately we can't guarantee our whole collection appear on the website. For up to date stock availability please contact our mail order department at customerservices@offspring.co.uk
• Q: How do I know if stock's available?
• A: If the item you have ordered is unavailable or temporarily out of stock we will endeavour to contact you via email or telephone as soon as possible.
• Q: How can I cancel my order?
• A: Offspring try to get our order out as soon as possible, to cancel your order you can phone the sales team on 08450 580777, unfortunately it will not always be possible to stop the order if this has already been picked up by the delivery company so Offspring will not be liable for the postage and packaging costs should this be the case.
• Q: Can I get exchanges or refunds?
• A: Offspring.co.uk wants to ensure your complete satisfaction with the Items. For online purchases, we will accept Items not worn, used or damaged for a refund if received within 28 days of dispatch, enclosing a copy of your invoice to:
  

  OFFSPRING RETURNS
  BAY 12/13
  Moorfield Industrial Estate
  Kilmarnock
  KA2 0BA

  Please state whether an exchange or refund is required. Once your goods are accepted back into stock you will be issued with an exchange or refund.
  We regret postage and packaging cannot be refunded.
  All Exclusive and Vault stock should be returned to the address stated on the postcard you receive with your purchase. All other returns should go to the above address. We can only refund the card originally used for payment.
• Q: Are returns free?
• A: Unfortunately not. However in the cases of exchanges we will cover the postage costs to send the item back out to you
• Q: My order has been returned to the sender. Will I have to pay to have it posted back out?
• A: UPS will make 3 attempts to deliver a package should you be unable to collect the package on any of these attempts your order will be returned to us and we will charge a further £3.50 for the redelivery
• Q: My order has been returned to sender but I no longer want it. Can I have a full refund?
• A: Once confirmed that you do not want the order it will take a further 3-5 working days for the funds to be available in your account.
• Q: What countries do you deliver to?
• A: Just about everywhere! Unfortunately, we are currently unable to ship to Africa.
• Q: What are your delivery times for international orders?
• A: For international orders please allow up to 10 working days from confirmation of order for delivery.
• Q: When is your next sale?
• A: Please refer to our news page for information on seasonal sales
• Q: How do I contact you?
• A: You can contact us at customerservices@offspring.co.uk
• Q:What sizes are displayed?
• A: All sizes are displayed in UK sizes, size conversion charts are available on each product page.