Refund policy

If something is not right with your OFFHR order, this policy explains how returns work.

At a Glance

30 days from your order date to lodge a change-of-mind return
7 days from delivery to flag a faulty, damaged, or incorrect item
Store credit only for change-of-mind and sizing returns (no cash refunds)
Cash refunds available only for faulty, damaged, or incorrect items
$9.95 AUD return label fee for change-of-mind returns in Australia, deducted from your store credit
One free size exchange per order — we waive the $9.95 fee for your first size swap
Bras, bralettes, and bodysuits cannot be returned for hygiene reasons
Store credit is valid for 12 months and can be used across the entire store
Photos required for faulty items only — not for change-of-mind returns

Timeframes

Change of mind, sizing, or fit	Within 30 days of your order date
Faulty, damaged, or incorrect items	Within 7 days of delivery

Returns lodged outside these windows will not be accepted.

Change of Mind & Sizing Returns

We offer store credit only for change-of-mind and sizing returns. Cash refunds are not available for change-of-mind returns.

To qualify:

Lodge your return within 30 days of your order date by emailing admin.offhour@gmail.com
Item is unworn and unwashed
All original tags are attached
Item is not on the Final Sale list (see below)
A $9.95 AUD return label fee applies and is deducted from your store credit

Free Size Exchange

If you would like a different size in the same item, we waive the $9.95 fee for your first size exchange per order. Email us within 30 days of your order date with your order number and the size you'd like to swap to.

Subject to stock availability
If your requested size is out of stock, we'll issue store credit instead
Additional size exchanges on the same order are treated as a standard return ($9.95 fee applies)

Store Credit

Valid for 12 months from the date issued
Usable across the entire OFFHR store
Cannot be transferred to another customer
Cannot be redeemed for cash

We'll send your return address by email once your request is approved.

Faulty, Damaged, or Incorrect Items

If your item arrives with a defect, fabric fault, manufacturing error, or you have received the wrong item, we'll resolve it at no cost to you.

Email admin.offhour@gmail.com within 7 days of delivery
Include your order number and clear photos showing the issue
Once confirmed, we'll email you a prepaid return shipping label
Choose: full cash refund, replacement (subject to stock), or store credit

The $9.95 fee does not apply to faulty, damaged, or incorrect items.

Return Condition Requirements

Every returned item must arrive back to us:

Unworn and unwashed
With original tags still attached
In original packaging
Free from stains, marks, makeup, deodorant, perfume, fake tan, smoke, pet hair, or animal odour

We inspect every return. If a garment smells worn, appears worn, or shows any sign of use, the return will be refused. The item will be returned to you at your cost, and no store credit will be issued.

This policy is firm so all OFFHR customers receive new, unworn garments.

Final Sale Items

For hygiene and health reasons, the following items are not eligible for return, exchange, store credit, or refund under any circumstances except a manufacturing defect:

All bras and bralettes (V-Neck Racerback Bra, Cross-Back Bra, Halter Bra, Contrast Bralette, Racerback Bra)
All bodysuits (Long Sleeve Bodysuit)
Items returned with fake tan, makeup, deodorant, or perfume residue — we cannot accept these returns even if otherwise unworn

The following are also not returnable:

Sale items (any item marked down at the time of purchase)
Gift cards

Order Cancellation

You can cancel your order within 1 hour of placement. Email admin.offhour@gmail.com with your order number and "Cancel" in the subject line.

After 1 hour, production has begun and orders can no longer be cancelled. If you change your mind, you can return the item under our 30-day change-of-mind policy once it arrives.

Lost in Transit

If your tracking has not updated and you believe your parcel is lost, contact us within 7 days of the latest estimated delivery date. We'll work with the courier to investigate and arrange a replacement or refund.

Refunds (Faulty Items Only)

For approved faulty, damaged, or incorrect items, cash refunds are processed within 5 business days of inspection to the original payment method. Original shipping is non-refundable.

If you paid via Afterpay, Klarna, or another buy-now-pay-later provider, the refund is processed back to that provider and your payment plan will adjust accordingly.

How to Lodge Your Return

Email admin.offhour@gmail.com
Include your order number and indicate whether it's a change-of-mind return, size exchange, or faulty item claim
For faulty items, attach clear photos of the issue
We'll reply with the return address and instructions
Post your parcel within the timeframe above

Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded.