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FAQ
FAQ – OFF&OFF
ABOUT US
Is OFF&OFF an online shop?
It's an online store that lets you see the range of many popular fashion products and brands in one place. You will also compare items and their prices and in a simple and precise way you will find the part of the wardrobe that interest you.
Do we have a stationary store?
Unfortunately, we don't have one. Our services and products are available online only.
How does OFFANDOFF. com differ from other shops?
Unlike many other shops, we have full control over our business. We are engaged in complimenting and distributing reputed brands. Offandoff. com sets prices, selects styles offered on the website, and provides customers with products to guarantee sales. Unlike other stores, we don't sell chain remnants - ugly stylish products that no one has bought and which are then offered to independent wholesalers and retailers.
What exactly do we do?
Of course not. Just go to the login page . On the left is the message "Are you here for the first time? Create an account" then click the "CREATE ACCOUNT" button below. To continue with the registration process, please follow the information provided on the website.
Can I make changes or additions to the address information I provided during the registration process?
We currently only allow delivery of orders on business days.
What is the minimum or maximum order?
Minimum order is one item. There are no restrictions on the amount of the order.
How do I know if my order has been shipped?
Information about the current status of the order is available on the "My Account" page (only for registered Customers). Additionally, messages with up-to-date information about the status of the order are sent to the e-mail account specified during the order processing.
What is the delivery time?
Orders finalized by 13:00 (GMT+1) are sent the same business day. Suggested delivery time is in the "Shipping Costs" tab, which is located in the footer at the bottom of the page. Delivery time varies, calculated from the day the package is picked up by the courier. It may be extended by the carrier for reasons beyond our control.
Where can I find the sales document for an order?
We support environmental protection and implement pro-ecological solutions. Therefore, for the sake of our Earth, we have opted out of including paper invoices. You will find an electronic invoice attached to the email confirming the shipment of your order. Please check your Spam, Offers or other folders on your email.
What if the invoice details don't match?
Contact us, we will try to solve theproblem : [email protected]
Do you issue VAT invoices?
Yes, absolutely. We issue VAT invoices and proof of sale for private individuals. All you need to do is enter your VAT number and company name during the ordering process.
Do you also issue invoices for foreign orders?
Of course! We issue invoices for all foreign orders.
Can I track my order?
Of course. You will receive a tracking number in an email when the goods are shipped.
Is my package insured?
100% yes. All shipments are insured for transport, so there is no need to worry.
When and how can I cancel my order?
To cancel your order, please contact Customer Service via email at info@offandoff.com on the same day you placed your order.
What if I do not receive an email notification? Can I find my order details on your website?
Yes, of course. By logging into your account and selecting "My Orders", you can view all of the required information.
SHIPPING AND DELIVERY
What types of shipments do we make?
We make available to the Consumer the following methods of delivery or collection of the product :
- courier
- cash on delivery
We use the most popular carriers that we can trust with the transfer of purchased products.
Is it possible to deliver outside Poland?
Yes, we ship orders to any specified country via courier, while to other countries the shipping price is as per the delivery price list.
Can I use the self-collection option?
No in-person pickup available - shipping only.
Are there supply shortages?
Each order is quality controlled and monitored by our store staff to ensure that no products are missing. In the rare event that an item (one or more) is missing from your order, please contact us immediately in writing
(via email : info@offandoff. com).
PAYMENTS
What forms of payment do we accept?
We accept payment by credit cards or fast transfers supported by the operator Tpay.com, Stripe and BLIK. We also accept cash on delivery.
In this case, payment for the order is made through the online payment sector.
I have a problem processing payment for my order, what should I do in this situation?
If you have not reached the last step of your order with the order confirmation, it means that your payment has failed (your account has not been debited) or for some reason you have not been able to complete your purchase. What about this situation? Contact the Service Desk by email at info@offandoff.com. We will give you further instructions on how to finalize your order.
I paid for an order online, the funds were collected but the order shows as unpaid. What should I do?
Send an email to info@offandoff.com with your payment confirmation, order number and information about the incorrect payment status attached. The confirmation sent will be forwarded to Finance or the payment provider for verification. We will try to clarify the situation as soon as possible!
What currencies can I make payments in?
We accept payment in Polish currency and in local currency - then it is converted from Euro to the exchange rate of the local currency of the country to which the shipment was ordered.
Do I have to pay in Euros for cash on delivery?
Cash on delivery payments are made in the local currency and converted from the amount of Euros according to the exchange rate at the time of sending the order.
RETURNS AND COMPLAINTS
Is it possible to return an order?
You should immediately, no later than within 14 calendar days from the date when you withdraw from the contract, return the product using the contact details provided for example in the received confirmation of conclusion of the Sales Agreement. Return of the entire product package is required. We do not accept returns of individual items. Returned products must not be worn/used.
How long does it take to return a product?
The consumer is obliged to return the product to the service provider immediately, no later than within 14 calendar days from the date of withdrawal. To meet the deadline it is sufficient to send back the product before the deadline.
How do I make a return?
If you wish to return a product, please send it back in its original packaging to the address below and enclose a returns form with the parcel, which you can download from the "RETURNS" tab at the bottom of the homepage.
One Stop Shop Solutions Sp. z o.o. Sp. K.
ul.Gromadzka 5 , 05-806 Sokołów, Poland
Please add the annotation "OFFandOFF - return".
Who pays the return shipping costs?
The cost of sending the products back is covered by the customer. Payment will be refunded according to the payment method selected in the order. If you wish to receive a refund to your bank account, please indicate the account number to which we will make the transfer.
When will I get my money back?
Your refund should be returned to your account within 14 working days and we will email you to let you know it is on its way. If you do not receive a refund and it has been 14 working days since you received our email, you will need to contact our customer service team via email.
E-mail : info@offandoff.com
I want to exchange the goods for another one. Is that possible?
It is not possible to exchange the goods for another one. When you return an order (or part of it) you will receive a refund.
Where can I report a complaint about the operation of the website and electronic services?
The consumer has the opportunity to submit this, for example, by email - email address: info@offandoff.com
What should I include in the description of the complaint?
Itis recommended to state in the description of the complaint:
- information and circumstances regarding the subject of the complaint (in particular, the type and date of occurrence of irregularities)
- the number and date of your order and the date of its delivery
- description of observations by the Consumer regarding the defective product
- contact details of the person submitting the complaint
This will make it easier and faster for us to process your complaint. The previously stated requirements are in the form of a recommendation only and do not affect the effectiveness of claims submitted without the recommended description of the claim.
When will the claim be processed?
We will respond to the complaint immediately, no later than within 14 calendar days of its submission.
CUSTOMER SERVICE CONTACT AND LOCATION
How do I contact the Customer Service?
You can contact Customer Service by e-mail. You can also send an email to: info@offandoff.com or use the contact form. We will answer all your questions, advise you on product selection and assist you in placing the order.
When and at what times can I contact you?
Our Customer Service is available on weekdays, Monday through Friday from 8:00 a. m. to 4:00 p. m. by email at info@offandoff.com
Where can you find us?
The seat of our company is located in Sokołów (05-806) at 5 Gromadzka Street,Poland.
OTHER
Can I get a discount?
Our goods are already largely discounted and offered on our site at very competitive prices. We also occasionally offer special promotions for subscribers to our store, so be sure to sign up for that.
I want to use a promo/discount code when placing an online order. Where should it be entered?
Once you have added the product to your cart, select a delivery method. Expand the menu at the bottom of the page by the name "Apply Discount Code". Next, before choosing the payment type, enter the discount code in the empty "Enter discount code" field and confirm by clicking in the "Apply discount" field.