Refund policy
Last updated: October 23, 2026
Every Off The List item is printed to order just for you, so we can't accept returns as freely as a high-street shop. Please read this policy before ordering.
Faulty, damaged or misprinted items
If your item arrives damaged, faulty, misprinted or isn't what you ordered, email us at hello@offthelist.store with your order number and clear photos of the problem and the packaging. Please contact us as soon as possible, and within 30 days of delivery. Once we've confirmed the issue, we'll send a free replacement or a full refund, whichever you prefer. You won't usually need to send the item back.
Small differences in colour between your screen and the printed product, and slight variations in print placement, are a normal part of the printing process and don't count as faults.
Change of mind
You have the legal right to cancel your order at any time from placing it until 14 days after you receive it. To do this:
- Email us within 14 days of delivery to tell us you want to cancel. We'll reply with the return address.
- Post the item back within 14 days of telling us.
- The item must be unused, unwashed and unworn, in the condition you received it.
You pay the cost of returning the item. We'll refund the item price and the original standard delivery charge within 14 days of receiving the item back, or of receiving proof that you've posted it. If the item has been used or handled beyond what's needed to inspect it, we may reduce your refund to reflect its lower value.
Choosing the wrong size counts as a change of mind, so please check the size guide before ordering.
Personalised items
Items personalised to your request (for example with a name or custom text) can't be returned or refunded unless they're faulty, damaged or misprinted.
Changing or cancelling your order
Orders go into production as soon as they're placed, so once you've ordered we can't change your order or stop it being printed and sent. Please check your size and delivery address carefully before you pay. This doesn't affect your legal right to cancel: you can cancel at any point from placing your order until 14 days after delivery, and we'll refund you as set out under Change of mind once the item is returned.
Lost or undelivered parcels
If your order hasn't arrived within 10 working days of the estimated delivery date, contact us and we'll look into it. If you entered an incorrect or incomplete address, we're not responsible for the lost parcel, and a replacement will be charged to you.
Refunds
Approved refunds go back to your original payment method. Your bank may take a few extra days to process them.
Your statutory rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.