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Orders

WHEN WILL I RECEIVE MY CONFIRMATION EMAIL?

Your confirmation email will be sent to you within 24 hours of placing your order. It’s usually faster than this but we always say 24 hours to avoid disappointment. Please ensure you check your junk folder just in case the email has been filtered to there. Please also make sure the correct email address has been given.


WHERE IS MY ORDER

You will be able to track your item 8 hours after it has been shipped. We will have sent you an email advising your item has been shipped. This email will also include your tracking information. If you haven’t received this email, please contact us at help@offspring.co.uk.

Unfortunately Click & Collect orders cannot be tracked. You will receive an email when your order has been dispatched, and an email when the order has arrived in your chosen store for collection.


CAN I CHANGE THE DETAILS OF MY ORDER?

Once you have received your confirmation email we can't change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process.


CAN I CANCEL MY ORDER?

There is a very limited space of time where an order can be cancelled. You can call us on 0330 100 1904 and we'll try our best to help.


PART OF MY ORDER IS MISSING

If you have ordered more than one item, they may be dispatched from separate locations, meaning they may come out for delivery at separate times. If it’s still within your 7 working days, it’s very likely the remaining part of your order is on its way. Should you not have it within the 7 days, please contact us at help@offspring.co.uk.


MY ORDER ARRIVED DAMAGED

We’re really sorry to hear this. All items should be checked prior to dispatch. The packaging should also keep them safe in transit, please accept our apologies that this hasn’t been then case. Please contact us at help@offspring.co.uk and we’ll get this resolved for you.


I’VE BEEN SENT THE INCORRECT / ODD ITEM

We’re really sorry to hear this. All items should be checked prior to dispatch to ensure you are being sent the correct item, please accept our apologies that this hasn’t been then case. Please contact us at help@offspring.co.uk and we’ll be happy to resolve this matter for you.


WHAT SIZES ARE SHOWN ON YOUR SITE?

All sizes are UK sizes, unless stated otherwise. All sizes and measurements are approximate; we do make every effort to ensure they are as accurate as possible.


WHY IS THERE A PRICE DIFFERENCE FOR ONLINE AND IN STORE PRODUCT?

From time to time our stores may run special local promotions. These may not be available on our website or we may offer special discounts online that are not available in stores. Some website promotions may not be available to customers in particular locations.


CAN I CANCEL AN ORDER ONCE IT HAS BEEN PLACED?

You can chose to get your shoes delivered to an addressother than your billing address. Just enter this address during the checkout process. We are unable to change the address once the order has been placed.


YOU HAVE CANCELLED MY ORDER. WHY IS THIS?

All goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is processed, occasionally the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we process the order, we will let you know as soon as possible and you will not be charged.
Please note on items with limited availability all multiple orders will be cancelled.


WHAT PAYMENT METHODS DO YOU ACCEPT?

We are happy to accept the below methods of payment:

Visa Visa Debit Maestro Master Amex

All payments through OFFSPRING will be subject to security checks from the card provider, PayPal and OFFSPRING. This is done through a validation process with the issuing card company or PayPal using comparative information supplied from the customer and the issuing card company. We may also contact you by email or phone to confirm some order information with you. This will be done prior to your order processing and may cause a delay is dispatch.


MY PAYMENT HAS BEEN DECLINED

We’re sorry to hear this. The decline of payment from your card will be a direct instruction from the card provider. As this is the case we are unable to provide further information on why this decision has been made. We would suggest contacting your card provider regarding this. You are more than welcome to use an alternative method of payment should you wish.


WHEN WILL I BE CHARGED FOR MY ONLINE ORDER?

We will send you a dispatch email confirming your shoes have been shipped. Your card will then be debited for these items. Debits make take up to 10 working days to show on your account after receiving this email.


ARE MY CARD DETAILS SAFE?

Absolutely, we use the latest online security software to ensure your details are safe. We also use Verify by Visa, Mastercard SecureCode and American Express SafeKey to make the shopping experience as safe as it possibly can be.


HOW DO I REDEEM A PROMOTIONAL CODE?

You can redeem your promotional code by entering your code in the promotion code field in your basket and then click the 'apply' button. You can only use one promotion code per order.


I’VE BEEN CHARGED THE INCORRECT AMOUNT

We’re really sorry to hear this, please contact us at help@offspring.co.uk and we’ll do everything we can to resolve this for you.


WHERE ARE YOUR STORES AND CONTACT INFORMATION FOR THEM?

We have several stores within London, Birmingham, Manchester and Brighton. You can use our handy Find Us page to find your local store and their contact information.


I’M UNHAPPY WITH THE SERVICE RECEIVED IN A STORE

We’re really sorry to hear this; it’s never our intention at Offspring to have any customer feeling this way after visiting us. Please contact us at help@offspring.co.uk and we’ll do everything we can to resolve this for you.


CAN I RESERVE AN ITEM IN STORE?

This is all down to the stock the store is holding. Please feel free to use our Find Us page to find the store you are looking for. You’ll be able to then call them and see if they have the item you are looking for in stock.


DO I NEED AN ACCOUNT TO PLACE MY ORDER?

You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you can check out faster, track your orders and update your profile information for future orders.


I'VE FORGOTTEN MY ACCOUNT PASSWORD

Oh don't you hate when that happens. Just go to Account, click on the link next to Forgotten your password?and enter the email address you registered with. You will receive an email shortly reminding you of your password.


DO YOU OFFER STUDENT DISCOUNT?

We sure do. Simply click here and follow the simple steps to get your code through UniDays.  Student discount is 10% off full price stock. Please note, some limited edition lines and other styles may be exempt.