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FAQ

When do you process my order?
In most cases we ship your order 1 business day after your purchase. In case that there is a higher demand than usual, it can take up to 5 business days for us to ship your order. We are always doing our best, that you receive your products as fast as possible.

What is my tracking number?
Tracking will be available 1-3 business days after your order was shipped. Please reach out to us, if you haven’t received yours after 7 business days by contacting our support team.

Please use our contact form on our "Contact Us" page or write an email to support@offliving.com.

How long does the shipping of my order take?
Detailed information on shipping times you can find in our "Shipping policy".

How can I reach the support team?
Simply use the contact form on our "Contact Us" page or write an email to support@offliving.com.

Monday - Friday: 9am - 8pm (CET+1)

Is a cancellation or change possible?
If you need to makes changes to your order you will need to contact us within 24hrs after placing the order.

We Can Change:
- Your delivery details           
- Your name
- Your email
- Your phone number

Cancellations:
- You must contact us within 24 hours.
- We cannot cancel your order once it has already been shipped.
- You can view our full "Refund policy" here.

What if I receive a defective product?
If a product received has manufacturing defects, buyers are entitled to request a product replacement within 14 days of receiving the item. If the case is deemed valid, we will cover related costs to deliver a replacement.

If this happens to you, please reach out with:
- Your order number.
- A picture of the damaged product. 

Please be aware to send this details within 24 hours after delivery to support@offliving.com, otherwise we can't accept the refund.

Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. For further details of charges, please contact your local customs office.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us and we are not responsible for delays caused by the customs department in your country.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, American Express) and PayPal payments.