Refund policy

Refund and Return Policy

Last updated: May 1, 2026

At Off The Wall , we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward return and refund process as outlined below.

30-day return window

You may return any item purchased from us within 30 days from the date of delivery. Returns initiated after this 30-day period will not be accepted.

Eligibility for return

To be eligible for a return, items must be:

In their original condition (unworn, unused, and undamaged)
In their original packaging, with all tags, labels, and accessories included
Accompanied by proof of purchase (order confirmation or receipt)

We reserve the right to refuse a refund if the item is returned in a condition that does not meet the criteria above.

How to initiate a return

To start a return, please contact our customer service team a halloranleo84@gmail.com with the following information:

Your order number
The item(s) you wish to return
The reason for the return

Once your request is received and approved, we will provide you with return instructions and a return shipping address. Please do not send items back without first contacting us, as returns sent without prior authorization may not be processed.

Return shipping

Customers are responsible for the cost of return shipping unless the item received was damaged, defective, or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 5–10 business days. Please note that depending on your bank or card provider, it may take additional time for the refund to appear in your account.

Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us at halloranleo84@gmail.com. Exchanges are subject to product availability and must also be requested within the 30-day window.

Damaged or defective items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos of the issue. We will arrange a replacement or full refund at no additional cost to you.

Non-returnable items

Certain items are not eligible for return, including:

Gift cards
Final sale or clearance items
Personalised or custom-made products
Perishable goods
Intimate or sanitary items, once opened

Late or missing refunds

If you have not received your refund after the stated processing time, please first check with your bank or credit card provider. If you have done this and still have not received your refund, please contact us at halloranleo84@gmail.com and we will be happy to assist.