FAQ

Frequently Asked Questions

Have a question about an item you’ve seen or anything else for that matter?  No problem, a list of our FAQ’s can be found below.

Delivery

How long does UK shipping take?

Standard delivery to the UK is 3-5 working days.

For next day delivery, please see delivery table to determine when your order will be delivered

You’ll be kept in the loop on the status of your order with confirmation and tracking emails.

Next Day Delivery

You’ll be able to use our delivery table below to determine when your Next Day order will be delivered. Yodel will deliver Next Day items between 8am and 8pm, Monday to Friday.

*Next Day isn't available on some products and excludes AB10-AB12, AB14-AB16, AB21-AB25, AB30-AB39, AB41-AB45, AB51-AB56, AB99, BT1-BT49, BT51-BT58, BT60-BT71, BT74-BT79, BT80-BT82, BT92-BT94, DB99, DD6-DD11, EH35-EH46, FK18-FK21, GY1-GY10, HS1-HS9, IM1-IM9, IM99, IV1-IV28, IV30-IV32, IV36, IV40-IV49, IV51-IV56, IV63, JE1-JE5, KA27-KA28, KW1-KW3, KW5-KW17, KY9-KY10, KY14-KY16, PA20-PA38, PA41-PA49, PA60-PA78, PA80, PH5-PH26, PH30-PH44, PH49-PH50, PO30-PO41, TD1-TD8, TD10-TD14, TR21-TR25, ZE1-ZE3 and BFPO' postcodes.

How long does International shipping take?

At the moment we only ship to the UK - keep your eyes peeled for updates on our website!

Can I specify a day for delivery?

That’s not a service we currently offer. 

Who will deliver my order?

Your items are sent by Yodel between the hours of 07:00-21:00 Monday-Friday (excluding Bank Holidays). On receipt of the goods a signature will be required. If nobody is available at the address specified, Yodel will attempt to have the parcel signed for and left with a neighbour, a card will be left giving you the location of your goods. 

Can I specify a courier service?

At this time we are currently only using Yodel. As this is the case, we are unable to offer an alternative courier at this time. 

Can I ship to any address?

We currently only ship to a registered PayPal/Card Payment address. Please make sure that your address on your account is up to date so that we can deliver your item to the correct address. 

At this time we are unable to deliver any orders to BFPO addresses or PO Box addresses. 

If you are ordering to the Channel Islands or Northern Ireland, please ensure you include your phone number on your order.

Selected UK & NI postcodes will not be eligible to receive Next Day delivery

What are your delivery charges?

Our shipping costs are:

*Selected postcodes will not be eligible to receive Next Day delivery.

Please note: At this time we only ship to addresses in the UK.

Delivery Dispute:

In the event of a disputed delivery, please allow 5 working days for us to investigate. During this time, depending on the type of dispute, we will carry out investigations with our dispatch location(s) and the courier.  We may also review CCTV at the point of dispatch to ensure the correct process has been followed.  This CCTV is for review purposes only and will not be shared outwith the business.  Customers may be asked to provide proof of signature and will be required to complete a declaration confirming non receipt of their order.  If proof of signature and/or the declaration isn’t returned as soon as possible, this may delay the investigation longer than 5 working days.

Please note, if there are any delays in contacting us regarding your disputed delivery, we might not be able to look into this further.

Undelivered Parcels:

Yodel will attempt delivery of your order up to 3 times. If for some reason they are unable to deliver your parcel, they may return your order to our warehouse. Should your order be returned to us, we will process a refund and you will be notified that this has happened. 

A new order would need to be placed if you're still looking to receive your items. 

Missing Item:

PAYMENT TYPES

All payments made to OFFCUTS, including PayPal, will be subject to security checks from the card provider, PayPal and OFFCUTS. This is done through a validation process with the issuing card company using comparative information supplied from the customer and the issuing card company or PayPal depending on your method of payment. We may also contact you by email or phone to confirm some order information with you. This will be done prior to your order processing and may cause a delay is dispatch.

My card payment has been declined

We’re sorry to hear this. The decline of payment from your card will be a direct instruction from the card provider. As this is the case we are unable to provide further information on why this decision has been made. We would suggest contacting your card provider regarding this. You are more than welcome to use an alternative method of payment should you wish.

When will I be charged?

We will send you a dispatch email confirming your shoes have been shipped. Your card will then be debited for these items. Debits make take up to 10 working days to show on your account after receiving this email.

PayPal - Should you have paid by PayPal, the funds will be debited from your PayPal account instantly. PayPal may have gave you the option to 'Pay after Delivery', this isn't something OFFCUTS control and any concerns over this should be directed to PayPal. Payment is taken as soon as you process your payment. Should your PayPal account have the required funds payment will be deducted immediately. Should your PayPal account not have the funds in it, payment will be taken from your linked credit / debit card. This will show on your bank statement within 5-10 working days.

How long do I have to pay?

All items must be paid for immediately at the time of purchase.

When will you take payment?

Payment is taken as soon as you process your payment with PayPal. Should your PayPal account have the required funds payment will be deducted immediately. Should your PayPal account not have the funds in it, payment will be taken from your linked credit / debit card. This will show on your bank statement within 5-10 working days.

Can I pay by Gift Card or Credit Note?

At this time we only accept PayPal, Visa, Visa Debit, MasterCard  Maestro and American Express as a method of payment. Your OFFICE Gift Card can be used on our main site or in any of our High Street stores.

Order Enquiries

When will I receive my confirmation email?

Your confirmation email will be sent to you within 24 hours of placing your order. It’s usually faster than this but we always say 24 hours to avoid disappointment. Please ensure you check your junk folder just in case the email has been filtered there. Please also make sure the correct email address has been given.

Why is there a price difference for online and in store products?

From time to time our High Street stores may run special local promotions. These may not be available on our main website or on OFFCUTS.

What do you mean by ex-display?

We sell end of line and ex-display items on our website. Ex-display items are unworn shoes that may suffer from minor defects, which means that the item may come under one of the following categories.

• Shop Soiled
• Slight discolouring from display in store
• Minor Manufacturing Defect
• General Scuffs and Scrapes

Each ex-display item that features on OFFCUTS includes pictures detailing the item’s defect, along with a description too, so you know exactly what you are buying. Ex-Display items present an opportunity to grab a one off exclusive at a discounted price.

What sizes are displayed?

All of our items are listed in UK sizing unless stated otherwise. If you are unsure of your sizing, you can refer to our handy size chart by using the link below:

https://offcutsshoes.co.uk/pages/size-guide

All sizes and measurements are approximate; we do make every effort to ensure they are as accurate as possible.

*Heel heights are approximate.

How many items can I order?

You can order up to 5 items per order placed. 

How do I know if stock is available?

We make every effort to ensure products advertised on OFFCUTS are in stock and available to buy. If the item you have ordered is unavailable or out of stock we will contact you via email or telephone as soon as possible.

Can you tell me the measurements of an item I’m looking at?

As all of our stock is kept in warehouse storage, so unfortunately we are unable to provide footwear measurements. However, if you are unsure you can always refer to our handy size chart above for reference on the measurements. Please note that this information is approximate only and cannot be guaranteed.

Returns 

What’s your returns policy?

Items purchased on our website can be returned to our Returns Team within 28 days of delivery. All returned items must be unworn and in their original condition. Please also ensure that the box you receive your shoes in is returned to us in its original condition. Should the box be damaged beyond repair when received (not due to courier damage), we may refuse your return.

Please enclose your completed returns form stating the reason for your return and that you would like a refund. Once your goods are accepted back into stock you will be issued with a refund which usually takes between 7 - 10 working days. 

All returns should be sent to the following address - we always advise using a tracked service to return to us:

OFFICE Returns - OFFCUTS Outlet
1-8 Moorfield Industrial Estate
Gatehead Road
Moorfield Industrial Estate
Kilmarnock
KA2 0BA
Scotland

We advise you to send your shoes back via a recorded postal service of your choice. Please retain a proof of postage receipt as we cannot be held liable for any goods lost in transit to us. The items are your responsibility until they reach our warehouse. If your order is lost in transit to our warehouse, a postage receipt will help you claim for your item via the company you returned your order with.  

You do NOT need to contact us to tell us you are returning your shoes unless there has been a problem with your item(s). Please allow up to 10 working days before contacting us about your return. 

Please note that returns are not accepted in OFFICE stores or concessions. 

Please don't forget to complete your returns form and provide your details (name, address, order number etc) to allow us to locate your order on our system. Failure to do so will cause delay in your refund being processed. We can only refund the card originally used for payment. Please tell us why you are returning your item(s) to help us to improve our service and goods in the future.

Unfortunately, due to stock and our system, we are unable to offer exchanges for returns. When you send your goods back to us for a refund, if you want to buy a different size, colour, etc, please make a new purchase. 

If we have made a mistake, please contact us via offcuts@office.co.uk quoting your order number so we can sort out the problem immediately.

If the item is not as described as per the item description/photos or incorrectly dispatched, we will be able to offer a refund for the product plus the cost of your return postage however please contact us before returning your order. We would only refund return costs in this case, as we are selling already heavily discounted products. If you think we've sent you the wrong thing, please double check the full description of the item on the listing, including the UK size before returning the item to us. Unfortunately we can't take back worn goods which are unsuitable or do not fit. This is in addition to, and does not affect your consumer rights.

Privacy Policy

OFFCUTS may, from time to time, share your personal information with its affiliated companies, Office London and Offspring. Office London and Offspring may contact you by post or by electronic mail services about new products, special offers or other information which we think you may find interesting using the delivery or email address which you have provided.

OFFICE Gender Pay Gap Report

OFFICE Modern Slavery Statement