At Off White Italy we want every customer to be completely satisfied with their purchase. If for any reason you are not happy with your order, we offer a straightforward returns process that allows you to return eligible items and receive a full refund or exchange. This refund and returns policy applies to all orders placed through offwhiteitaly.com and should be read in full before initiating a return. By placing an order with us you confirm that you have read and understood the terms set out in this policy. If you have any questions before or after making a purchase, our customer support team is available at [email protected].

Return Window

We accept returns on eligible items within 30 days of the delivery date confirmed by our shipping carrier. The 30-day return window begins from the date your order is marked as delivered, not the date of purchase. Returns requested after this window has closed will not be accepted and the item will be returned to the sender. We strongly recommend checking your order as soon as it arrives so that any issues can be raised within the return window. If your item arrives damaged or incorrect, please contact us at [email protected] within 48 hours of delivery and we will prioritise a resolution.

Eligibility for Returns

To be eligible for a return, items must be unused, unworn and in their original condition with all tags attached and original packaging intact. Items that have been worn, washed, altered or damaged after delivery are not eligible for return. Footwear must be returned in the original shoebox with no damage to the box itself. Items that arrive without their original tags, show signs of use or are missing any components included in the original packaging will be refused on inspection and returned to the customer at their own cost. Off White Italy reserves the right to reject any return that does not meet these eligibility conditions.

Non-Returnable Items

Certain items are excluded from our returns policy and cannot be returned or exchanged under any circumstances. These include underwear, swimwear and pierced jewellery for hygiene reasons, items marked as final sale or non-returnable at the time of purchase, digital products and gift cards. Items purchased during promotional events or clearance sales may also be subject to a modified return window which will be clearly stated at the time of purchase. If you are unsure whether an item is eligible for return before purchasing, please contact our team at [email protected] before placing your order.

How to Initiate a Return

To begin the returns process, contact our customer support team at [email protected] with your order number, the item or items you wish to return and the reason for your return. Our team will review your request and respond within 2 business days with a return authorisation number and instructions for shipping your item back to us. Returns sent without a return authorisation number will not be processed and will be returned to the sender. Once your return has been authorised, carefully repackage the item in its original packaging and ship it using a tracked delivery service. We recommend retaining your shipping receipt and tracking number until your refund has been confirmed.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item received was incorrect or arrived in a damaged or defective condition. In cases where an error was made on our part — including wrong item dispatched, damaged goods or a manufacturing defect — Off White Italy will cover the full cost of return shipping and arrange collection or provide a prepaid shipping label. For all other returns, the customer is responsible for selecting an appropriate shipping method and covering the associated costs. We recommend using a tracked and insured service as we cannot accept responsibility for items lost or damaged in transit on their way back to us.

Refund Process

Once we receive your returned item, our team will inspect it within 3 to 5 business days to confirm it meets our eligibility conditions. If the return is approved, your refund will be processed to the original payment method used at checkout within 5 to 10 business days of inspection completion. Refunds are issued for the full product price paid, excluding any original shipping charges unless the return is the result of our error. You will receive an email confirmation from [email protected] once your refund has been processed. The time taken for the refund to appear in your account will depend on your bank or payment provider and is typically 3 to 5 additional business days after processing.

Exchanges

If you wish to exchange an item for a different size or colourway, please contact us at [email protected] within the 30-day return window. Exchanges are subject to stock availability at the time of your request. If the item you wish to exchange for is not available, we will process a full refund to your original payment method instead. Exchange requests follow the same eligibility conditions as standard returns — items must be unused, unworn and in original condition with all tags attached. Once we receive and inspect your returned item, the replacement will be dispatched within 3 to 5 business days.

Damaged or Defective Items

If your order arrives damaged, defective or significantly different from the product described on our website, you are entitled to a full refund or replacement at no additional cost. Please contact us at [email protected] within 48 hours of receiving your order and include clear photographs of the damage or defect along with your order number. Failure to report damaged or defective items within this timeframe may affect your eligibility for a full refund or replacement. We take product quality seriously and will investigate all reported issues thoroughly to ensure the best possible outcome for our customers.

Contact Us

For any questions relating to our refund and returns policy, or to initiate a return or exchange, please contact our customer support team at [email protected]. We aim to respond to all enquiries within 2 business days. Our team is available Monday to Friday and will guide you through every step of the returns process to ensure a smooth and straightforward experience.