CONTACT US

How can I reach you?
For any general questions or concerns, please email us at [email protected].

What are your customer service hours?
We respond Monday through Friday, from 9 AM – 5 PM PST.

How do I contact OFF SZN for business inquiries?
For collaborations, partnerships, or business inquiries, email us at [email protected].

ORDERS

Can I change or cancel my order?
All sales are final. However, cancellations may be approved under these specific conditions:

Your order has not shipped within 14 business days.

An item in your order is out of stock.

You contacted us immediately with a sizing or color error.

If your order qualifies, your refund will process within 3–5 business days. If not, the order is not eligible for cancellation.

What payment methods do you accept?
We accept Visa, MasterCard, Discover, American Express, PayPal, and OFF SZN E-Gift Cards.

Why was my order canceled?
Reasons vary but may include:

Item is out of stock or damaged

Your address did not match billing info

Security flag for unusual order activity

Refunds typically return to your account in 1–3 business days depending on your bank.

I received the wrong item or something is missing. What now?
Please email [email protected] within 2 days of receiving your order. We will resolve the issue.

My package is being returned to sender. What happens next?
Returned packages due to incorrect or invalid addresses will be restocked. You will receive store credit minus original shipping costs.

RETURNS

What is your return policy?
All sales are final. No refunds or exchanges. This includes clearance and discounted items.

Can exceptions be made?
In rare cases, we may approve a return within 15 days of delivery. The item must be in original condition. A 15% restocking fee will apply. Shipping fees are non-refundable.

Return requirements for approved cases:

Items must be returned within 30 days of delivery

Items must be unworn, unwashed, and have all original tags

No signs of stains, makeup, deodorant, or wear

Swimwear and undergarments are not returnable

All approved returns are issued as store credit via OFF SZN E-Gift Card.

Do you accept exchanges?
We do not offer direct exchanges. If eligible, you’ll receive store credit to purchase the desired item.

Do you provide return shipping labels?
For U.S. orders, return labels are deducted from your store credit unless the item was incorrect or defective.

How do international returns work?
International customers are responsible for return shipping. Defective or incorrect items must be reported within 2 days of delivery to be eligible for credit.

SHIPPING

How much does shipping cost?
Shipping rates are calculated at checkout based on your location and the weight of your order.

How will I know when my order ships?
You’ll receive a confirmation email after ordering, followed by a second email with tracking once your order ships. Orders typically process in 7–10 business days.

My tracking says delivered, but I never got my order.
First, check with neighbors, roommates, or your leasing office. If still missing, contact the shipping carrier to file a claim. OFF SZN is not responsible for lost or stolen packages once marked delivered.

Carrier contacts:

USPS: 1 (800) 222-1811

DHL: 1 (800) 225-5345

Do you ship internationally?
Yes. All international duties, taxes, and customs fees are the buyer’s responsibility.

International shipping notes:

We do not ship to P.O. boxes outside the U.S.

Some items (such as aerosol or battery-powered products) may be restricted

International shipping methods and carriers may vary

Customers are responsible for return shipping on international orders

A 25% restocking fee may apply to refused packages

Shipping fees are non-refundable

DISCOUNTS & PROMOTIONS

Why isn’t my discount code working?
Discounts apply only to eligible products and cannot be combined with other offers or used on gift cards, premium items, or mystery drops. Some codes may be expired or item-specific.

SATISFACTION GUARANTEE

What does your satisfaction guarantee mean?
We stand behind our product quality. If an item does not hold up under reasonable use, and you contact us within 30 days of purchase, we’ll offer a replacement or store credit.

What’s not covered under the guarantee?

Final sale or clearance items

Products from unauthorized sellers

Damage due to improper care, dry cleaning, or alterations

Items beyond their reasonable wear-and-tear lifecycle

How do I submit a claim?
Email [email protected] with:

Your order number

Description of the issue

Photos of the item

Details on how the product was cared for

If approved, we’ll guide you through the replacement or store credit process.