How can I contact you?
You can send us an email at support@off-studios.com, where our customer service team will be happy to assist you with anything you need!
Do you ship worldwide?
Yes.
Where do you ship from?
Most of our items are sourced from China.
Can I modify or cancel my order?
Because we aim for prompt order processing, you must submit requests for modifications/cancellations within 12 hours of placing your order. Any requests after this time will be denied. Your order can be returned for a full refund upon receipt.
What payment methods do you accept?
You can securely pay with a wide range of payment options, including, PayPal, and Credit cards such as Mastercard, Maestro, Visa, and American Express. We partner with the most popular payment providers.
When will my order be processed?
All orders are handled and shipped from our warehouse. Please note that additional time is required for order processing during holiday and sale seasons. We process orders from Monday to Friday. Orders are processed within 1-3 business days from the order date and are shipped the following day after the processing day. Please note that we do not ship on weekends.
How long will it take to receive my order?
Due to increased demand, it may currently take 5 to 10 business days for your order to arrive. If you have any questions or need more information, feel free to contact us at info@off-studios.com. We are here to assist you!
What if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are entitled to a full refund.
Are there any customs duties and taxes charged?
The prices displayed on our site are tax-free in Australian Dollars, which means you may be required to pay customs duties and taxes once you receive your order. Import duties, taxes, and related customs fees may be charged once your order reaches its final destination, determined by your local customs office. The payment of these fees and taxes is your responsibility and is not covered by us. We are not responsible for delays caused by the customs department in your country. For more information on charges, please contact your local customs office.
How can I return an item?
Please contact us at support@off-studios.com.
What if the received item(s) are defective/incorrect/damaged?
Contact us if you have received goods that are incorrect, missing, and/or defective. Include your order number, photos of the item/items, and any relevant references upon receiving your package. We will do our best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to the original payment method. If you paid with a credit card or debit card, refunds will be sent to the card-issuing bank within 7-10 business days after receiving the returned item or cancellation request. Please contact the card-issuing bank for questions about when the credit will be posted to your account. If you have not received a refund for your return, follow these steps: Contact the bank/credit card company. It may take some time for the refund to be credited to your account.
Return Policy FAQ:
Q: How can I initiate a return? A: To start a return, please contact our support team at support@off-studios.com. They will guide you through the process and assist you with any questions you may have.
Q: What is the return period? A: You can return your purchase within 14 days of receiving it.
Q: Do I have to pay for return shipping? A: Yes, return shipping costs are the responsibility of the customer unless the return is due to a mistake on our part or a defective product.
Q: Can I return sale items? A: Yes, you can return sale items following the same return process as regular items.
Q: How will I receive my refund? A: Once your return is received and inspected, we will issue a refund to the original payment method used for the purchase.