OFF-RECORD® FAQs | Frequently Asked Questions

Shipping

Where do you ship?
We currently ship within the UK and to selected international destinations.

How much is shipping?
Shipping costs are shown at checkout based on the product selected and the delivery address.

How long will delivery take?
Estimated delivery timeframes are shown at checkout and in your order confirmation. Delivery times can vary depending on the product and destination.

Will I receive tracking information?
Yes, where tracking is available, you will receive it by email once your order has been shipped.

Do you ship internationally?
Yes, we ship to selected international destinations. Availability and shipping costs are shown at checkout.

Will I have to pay customs charges?
Orders delivered outside the UK may be subject to customs duties, import taxes or other charges applied by the destination country. Unless stated otherwise at checkout, these charges are the customer’s responsibility.

Returns & Refunds

Can I return an item?
If you buy from us online, you have the right to cancel your order within 14 days of receiving it. Once you tell us you want to cancel, you have another 14 days to return the item.

How do I start a return?
To request a return, please contact us first. If your return is eligible, we will provide the return instructions and return address.

Can I send my return to your Hanover Square address?
No. Please do not send returns to our public contact address unless we have confirmed in writing that your return should be sent there.

Who pays for return shipping?
Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.

What if my item is faulty, damaged or incorrect?
Pleasecontact us as soon as possible. Where appropriate, we will offer a refund, replacement or other remedy in line with your statutory rights.

How long do refunds take?
If your return is approved, refunds are made to your original payment method. Processing times can vary depending on your payment provider.

Products & Sizing

How do your products fit?
Fit can vary by product. Please check the product page for sizing and fit guidance before ordering.

Do you have a size guide?
Yes. Please see the Size Guide on the relevant product page or our dedicated Size Guide page.

Will the colour look exactly the same as online?
We try to display colours as accurately as possible, but appearance may vary slightly depending on your screen and device settings.

Contact

How do I contact you?
You can use the Contact us page form.

How long does it take to get a reply?
We aim to respond within 1 to 2 working days.

What is your business address?
OFF-RECORD is a trading name of Wardeer Ltd
Wardeer Ltd, PO Box 1057, Aylesbury, HP22 9XS

Payments

What payment methods do you accept?
Available payment methods are shown at checkout.

Is payment taken straight away?
Payment is usually taken at the time you place your order.

Store

Do I need an account to place an order?
No. You can usually check out as a guest unless account creation is enabled.

How do I subscribe to updates?
You can sign up through the email form on the website to receive updates about products, journal entries and brand news.