Q: Do you ship to XY country?
A: Yes, we ship to all countries except for mainland China, Indonesia and Bolivia where shipping is unfortunately not available for logistics reasons.
Please note we also can't ship to military addresses (APO / FPO).
Q: How long does it take to ship?
A: All orders are processed within 1~2 business days.
We pack and ship immediately and have your shipment on the way as quickly as possible, usually between 4~6 business days.
Deliveries usually take 7 business days, depending on the courier, your location and customs controls.
Please note that we do not ship on Sundays or holidays. While we will do all, we can to ensure your order is delivered on time, offwhitefactory.com cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.
If you have ordered more than one item, it is very likely that you’re going receive them separately. Each item has its own tracking code.
Q: How do I track my order?
A: To track your order, please use this link: https://www.dhl.com and enter your tracking code. It offers a comprehensive view of your shipping details.
Q: Can I make changes to my shipping address after I place my order?
A: Changes can only be made before the processing starts, after your order has been processed, we are unfortunately unable to make any changes.
Q: When will I receive tracking information?
A: Within 2 days of your order being fulfilled (shipped), you will receive a notification email containing your tracking number.
If you do not receive such an email within 2 business days, please contact us!
Q: My shipment is still in transit after the suggested delivery time, what do I do?
A: Please note in the countries below, customs clearings may cause a several weeks delay in delivery:
Q: Is there free shipping to XY country?
A: Shipping fees is on our end, shipping itself is free * but local duties and customs clearings may affect the final price. It is the customer’s responsibility to learn about these extra fees.
Q: What is the return policy?
A: We at [email protected] want our customers to enjoy an unforgettable shopping experience, therefore, our team is responsible for selecting the best products to guarantee a quality purchase.
As part of the experience, we know that on some occasions we will not be able to fulfill all your expectations, so we offer you service returns and refunds that will allow you to continue to enjoy shopping with us.
Our customers have the right to return the product within seven days. This term will expire on the 7th day of the day from the receipt of the shipment by the customer.
Please, acknowledge the following:
Do not request returns and refunds after expiry of the given term
Do not request returns and refunds in Facebook chat or Instagram messages, emails have always priority.
You can return a defective product or order:
1.a) In the unfortunate event that the product is defective
2.b) The received product is completely different from what has been ordered
In this case, the customer has the right to receive a new product depending of the product availability. In case the product is not available, the customer will be refunded for the total amount.
Q: What are the conditions to apply for a change or return?
no refund requests will be accepted after seven days for any reason,
return shipping costs are the customer's responsibility,
we'll refund the payments in the same method that the original payment has been made,
refund or changes will be executed once we receive the tracking number from the customer as a guarantee,
items that are damaged, dirty, altered, or not in their original boxes or bags will not be accepted for return,
after we have sent the refund confirmation to the customer, the refund can take between 15~30 business days to be reflected on the customer’s account statement
Please also note that offwhitefactory.com is not responsible for any return fees or returns that are lost or stolen while in transit.
Q: How do I return something?
A: Please follow the steps below:
1.Contact us by email at [email protected]
Provide us with your order number and a brief statement explaining the reason for return.
1.Once your return is approved, you will be emailed within 24~48 hours.
2.Once you are ready to ship your return, address your package to the shipping address you will be provided with your order.
3.Use a trackable and insured shipping method to return your package, with your order number clearly printed on your shipping label.
4.We will let you know the receipt of your return in email.
5.Once your return is processed an confirmed, please allow 3~10 days for your bank to execute the refund amount to your account.