The following products can not be returned:
- Personalized products
- Beauty products
- Perfumes without the protective film
Returned items must be sent in their original packaging along with all included materials (dust bags, cases, etc.).
Items must be intact, unworn, unwashed, and unaltered, with all original security seals still attached. When trying on shoes, please be careful not to scratch the soles or mark the box. Underwear, swimwear, and bikini bottoms must be tried on over personal underwear without removing the protective adhesive strip; otherwise, they will not be accepted for hygiene reasons. We will not accept any returns that have been worn or soiled.
Palm Angels packaging must not be used as an external shipping box.
If the item does not meet these requirements, it will not be accepted and will be returned to the customer at their expense.
How can I make a return?
You can return your order by requesting a return within 14 days from delivery by following these simple steps:
Request a Return Authorisation Number (RAN) in one of these two ways:
- If you are a registered user: you can access the “Orders” section in your account by clicking here. Find the order that contains the product or products that you would like to return and click on “Return product” and then follow the steps.
- If you are not registered: access the “Return Authorisation” section, found here.
What is a RAN? Why do I have to request one?
(EU countries) Fill out and sign the Return Proforma Invoice that was sent with your order. Place it inside the package together with the packaged items ready to be returned.
(non-EU countries) Fill out and sign the Return Proforma Invoice that was sent with your order.
Make 4 copies so that you have 5 invoices in total. Place one inside the package together with the packaged items ready to be returned. Give the other 4 to the courier when they pick up the return as they are required for customs clearance.
I've lost the Return Proforma Invoice. How can I get a new one?
Attach the returns label to the outside of the package. It will have been sent together with your order.
I have lost the return label. How can I obtain another copy?
Contact the courier within 15 days of creating the RAN to book the package collection, consulting the details in the “How to book a return” section.
Off-White will refund the price of the products purchased by deducting the cost of the shipping cost of your return.
Valid only for online purchases
You can consult our Return Policy at any time by clicking here.
I have lost the return label. How can I obtain another copy?
The return label was included in your order.
If you have lost the return label, please contact our Customer Service Team via the “Contact Us” link available below.
Please remember to provide the number of the order you wish to return.
I have lost the Return Proforma Invoice. How can I obtain another copy?
The Return Proforma Invoice was included in your order. If you have misplaced it, please contact our Customer Service Team via the “Contact Us” link available below.
What is a RAN? Why do I have to request one?
A RAN (Return Authorization Number) is a number that uniquely identifies your return and allows us to keep track of your package at all times, from the moment the courier collects it, until it arrives at the warehouse.
The RAN helps us to process the returned goods in a timely manner, thus allowing us to complete the refund procedures within normal processing times.
Are returns free?
Our return service is free when using the prepaid and printed carrier label you will find in your package or using the conventional retreat service from the carrier.