OFF-PITCH / Customer care

Returns & cancellation

Last updated: 24 September 2026

Wrong size or changed your mind? Send a clear message to support@off-pitch.no, preferably including your order number and the items you wish to return. Faulty goods are handled separately from change-of-mind returns.

Notify us within 14 days

Consumers in Norway and the EU/EEA normally have 14 days to withdraw from an online purchase without giving a reason. The period begins the day after you, or someone you nominate other than the carrier, receives the goods. For an order delivered in separate shipments, it starts after the last item or part arrives. Where applicable law extends a deadline falling on a weekend or public holiday, it runs to the next working day.

Your statement only needs to be sent within the deadline. Our prior approval is not required. You may use the withdrawal form or email us. Failure to provide required cancellation information can extend the statutory period.

How to return your order

Notify us within the cancellation period.
Send the goods back without undue delay and within 14 days after notifying us.
Pack securely, ideally include your name and order number inside, and keep proof of postage.

You pay the direct cost of a change-of-mind return unless we agree otherwise. We do not charge administration or restocking fees for statutory withdrawal. Use the appropriate address below. For international returns, follow your carrier's returned-goods instructions and provide accurate customs information.

Trying items on

You may inspect and try goods as needed to establish their nature, characteristics and function, much as you would in a shop. Please try shoes indoors on a clean surface. Keep packaging and tags where possible, but original packaging is not an absolute condition of statutory withdrawal. Handling beyond what is necessary may lead to a justified deduction for the resulting loss in value where permitted by law.

Your refund

We refund without undue delay and within 14 days of receiving your withdrawal statement. We may wait until we receive the goods or evidence that you have sent them back, whichever happens first. If you withdraw from the whole purchase, we also refund the cost of our standard outbound delivery. The extra cost of a more expensive delivery option you chose is not refunded. We use the original payment method unless you expressly agree otherwise without a fee.

Import charges paid directly to a carrier or authority are not automatically refunded by us. We can help with documentation for any repayment application.

Exchanges, sale items and personalised goods

For a different size or product, contact us about an exchange or return your item and place a new order. Availability and any new delivery charge are agreed before an exchange. Sale items retain statutory cancellation rights. Goods made to your specifications or clearly personalised may be exempt where the legal conditions are met and you were informed before purchase. A standard hand-painted or one-of-a-kind item is not automatically personalised for you.

Customers outside Norway and the EU/EEA

We also offer a 14-day return period for unused goods sent to other destinations. Notify us within 14 days of receipt and send the goods back within the following 14 days. Items must be unaltered and returned with their supplied tags and packaging. You pay return shipping. Mandatory local rights always apply and override any restriction in this voluntary return policy.

Faulty, damaged or incorrect goods

Email support@off-pitch.no with details. We cover necessary return costs for valid fault claims and arrange the return method with you. You do not need to pay for a change-of-mind return to make a fault claim. See our terms of sale for your rights.