Nothing we sell sits in a warehouse. Every piece is cut, printed and finished only after you order it. That keeps the range wide and the waste at zero, but it does mean returns work differently here than at a big-box retailer. Here’s exactly where you stand, in plain English.
Last updated 27 August 2026 · Offside Worldwide, Texas, United States
✓ We’ll sort it. No argument.
The print is misaligned, cracked or just wrong
You got a different item than you ordered
You got a different size than your confirmation says
It turned up damaged or marked
There’s a genuine manufacturing fault: a failed seam, a hole
The parcel never arrived at all
Reprint or full refund, your choice. You pay nothing, and in most cases you keep the original.
✕ We can’t take it back.
You changed your mind
You ordered the wrong size
The fit isn’t what you pictured
It’s been worn, washed, altered or customised
Socks and any other hygiene item, once opened
Slight colour or placement variation between pieces
Your garment was made for you specifically. There’s no shelf for it to go back to, so we can’t resell it, which is why we can’t refund it.
7Days to report a fault
30Days for a lost parcel
24hWindow to cancel
$0Cost when it’s our error
If something’s wrong
Three steps. Usually done in a day.
Email us with photos
Send your order number and clear photos of the problem to hello@offsideworldwide.com. Photos aren’t us being difficult. Our production partner needs them to authorise the reprint.
We check it the same day
A person looks at it, not a bot. If it’s a fault on our side we approve it immediately and tell you what happens next.
Reprint or refund
We remake and reship it free, or refund you in full to your original payment method. You choose which.
Move fast on faults. We have a strict seven-day window with our production partner to file a defect claim from the day your order is delivered. Miss it and we lose the ability to get it remade at no cost. So the moment you open the bag and something looks off, photograph it and email us that day.
Get it right first time
Since we can’t swap sizes, read this before you buy.
📐
Measure a garment, not yourself
Take a piece you already own and love, lay it flat, and compare the chest and length to the measurements on the product page. It beats guessing every time.
📏
Our cuts run boxy
Most of our tops are wider in the body with a shorter drop. Want a classic closer fit? Size down. Want the fit in the photos? Take your normal size.
✉️
Still not sure? Just ask
Email hello@offsideworldwide.com with your usual size and the piece you want. We’d far rather spend two minutes now than have you stuck with the wrong size.
The fine print
Questions we actually get
Can I cancel an order after placing it?
Within 24 hours, and only if production hasn’t already started. Email hello@offsideworldwide.com with your order number straight away. Once a piece is in production it can’t be cancelled or changed. It’s already being made for you.
My order arrived but the colour looks slightly different to the website.
Small variation is part of made-to-order printing. Screens differ, dye lots differ, and print placement carries a tolerance of roughly 1 to 2 cm. That’s a characteristic, not a fault. A genuine misprint (wrong artwork, badly off-centre, cracked ink) absolutely is a fault, and it’s covered.
Do I have to post the faulty item back?
Usually not. For most defect claims the photos are enough and you keep the original. If we do need it back for a specific reason, we’ll arrange and pay for it. You should never be out of pocket for a mistake we made.
How long do refunds take to land?
We process approved refunds within 5 business days of confirming the problem, back to your original payment method. We can’t send it to a different card, which is a fraud rule rather than an inconvenience we chose. Your bank then takes another 3 to 10 business days to show it. We email you the second it’s issued.
Tracking says delivered but I don’t have it.
Check the whole property and with neighbours, then give it 48 hours, since carriers often scan early. If it still hasn’t surfaced, email hello@offsideworldwide.com and we’ll open a carrier investigation. Report shipping problems within 30 days of the delivery date. If delivery can’t be proven, we reprint or refund.
I entered the wrong address. Can you fix it?
Only inside the 24-hour window, before production starts. After that the label is generated and it’s gone. A parcel lost to an incorrect address isn’t something we can refund, so please double-check your address, apartment and unit numbers included, at checkout.
Why don’t you just accept change-of-mind returns like everyone else?
Because “everyone else” holds stock and we don’t. A returned garment can’t go back on a shelf that doesn’t exist, and burning it to protect price is exactly the practice we set the brand up to avoid. Made-to-order means near-zero waste; the trade-off is that you have to be sure before you order. We think that’s a fair swap, and we’d rather tell you plainly than bury it in a policy nobody reads.
Does this affect my legal rights?
No. Nothing here limits the statutory rights you have where you live in respect of goods that are faulty, damaged on arrival or not as described. Those rights come first, always.
Something wrong with your order?
Send us the order number and a couple of photos. We answer every message within one business day, and faults get handled the same day wherever we can.
