You have cancelled my order. Why is this?

Offspring cancels orders itself when stock moves between the time you order and the time the order is processed, all goods are subject to availability and they reserve the right to cancel any order. They also state that on limited-availability drops, **multiple orders will be cancelled**. You aren't charged for a cancelled item, but if you paid by debit or credit card your bank may hold the pending authorisation for a few days before releasing it. If the hold doesn't drop off, email help@offspring.co.uk with the order number and ask for written confirmation the payment was voided.

Order cancelled without notification

A recurring complaint: customers report orders vanishing or being recalled mid-delivery with no email, and only finding out after chasing. Offspring's public replies to these reviews have pointed people to **help@office.co.uk** (the parent brand's inbox) or to **offspringtrustpilot@offspring.co.uk**. Ask for three things in one email: written confirmation the order is cancelled, the date the refund was issued, and the refund reference. Without a refund reference you have nothing to show your bank if the money doesn't arrive.

Is there a cancellation fee?

No. Offspring doesn't charge a fee to cancel an order, and nothing in the terms creates one. The costs that do bite are return-related: DPD Pickup returns are charged at **£2.95**, and international customers pay their own return postage. If the return is Offspring's fault, wrong item, wrong size sent, faulty goods, ask for the postage back in writing and keep the receipt, because reviewers report postage reimbursement being refused when they couldn't evidence it.

Can I cancel my Click and Collect order once I've placed it?

The simplest route is to just not collect it. Offspring's Click & Collect page says an uncollected order is **automatically refunded once the 14-day collection period is up**, back to the original payment method, taking 2 to 5 working days to appear. If you'd rather not wait out the full 14 days, email help@offspring.co.uk and ask them to release the item and refund early. And if you collect it and change your mind, you still get the standard 28 days to return it unworn with proof of purchase.

Why has my Offspring refund not been processed?

Returns can take **up to 10 days** to be received and processed at the Kilmarnock returns department, so inside that window you're just early. Beyond it, Offspring asks you to contact them with full tracking details. Reviewers describe refunds stalling for weeks after delivery was confirmed, with some resorting to their bank. Two known blockers: an open PayPal case, which Offspring says stops the refund going through, and store returns, where the refund is processed centrally rather than at the till.

Refused a refund, what can I do?

Put it in one firm written escalation rather than more back-and-forth. Quote your order number, the carrier's delivery-confirmation date for the return, and the reason given for refusal. Send it to **help@offspring.co.uk**, copy **offspringtrustpilot@offspring.co.uk** (the inbox Offspring's own review replies ask people to use), and set a 14-day deadline. If that lapses, your card issuer's chargeback process, or Section 75 for credit-card purchases over £100, is the lever that most reviewers say finally moved things.

What is your online returns policy?

You have **28 days from the date you received your order**. Items must be unworn and in original condition and packaging, with proof of purchase, or acceptance isn't guaranteed. DPD Pickup costs £2.95 and isn't available for Northern Ireland or international customers; international returns are at your own cost and Offspring recommends a tracked service. Refunds go back to the original payment card only. Offspring isn't liable for the parcel in transit back to them, which is exactly why a tracked service matters.

Can I return an online order to an Offspring store?

Yes, to any UK store including Northern Ireland, **excluding concessions**, within 28 days of delivery and with the invoice. Important catch: the refund is not processed in store, your details are forwarded to the relevant department and you should get return confirmation within 5 working days. Exclusions to watch: eBay purchases can only be handled by mail order, and online orders can't be returned to Irish or German stores where you paid the import taxes. If your local store is shut, the item still has to reach them within 28 days by another method.

What if Offspring ignores my cancellation or refund email?

Escalate in a chain rather than resending. Start with **help@offspring.co.uk**, then **offspringtrustpilot@offspring.co.uk**, the address Offspring's own customer-service team publishes in its review replies and which demonstrably gets cases picked up. Parent company Office Holdings also runs **help@office.co.uk**, and Offspring replies have redirected customers there. Leave a public review and post to @OffspringShoes at the same time; reviewers report that public visibility, not the inbox, is what triggers a response. If 14 days pass with silence, go to your card issuer.

REFUND GUIDE

How to Get an Offspring Refund After 10 Days.

Inside 28 days their own policy is on your side; statutory cooling-off rights may stack on top. Outside it, you've still got tools, a clear email, a card-issuer chargeback, the lot. Here's the playbook for Offspring.

Last verified today against Offspring’s own Terms · UK, US, and EU rights covered below

The short answer

Offspring is a footwear retailer, so every charge is a one-off order, there is no subscription or recurring membership to stop. Pre-dispatch order cancellations are discretionary and only possible in a very short window after checkout, handled by Live Chat or email; if Offspring cancels your order for stock reasons you aren't charged, though your bank may hold the pending authorisation for a few days. After dispatch the only refund route is a return: items must come back unworn, in original packaging, with proof of purchase, within 28 days of receipt, and refunds go only to the original payment card. Returns can take up to 10 days to be received and processed at the Kilmarnock returns department; store drop-offs are accepted but the refund is not issued in store, you should get return confirmation within 5 working days. Uncollected Click & Collect orders are auto-refunded once the 14-day collection period lapses, showing in 2 to 5 working days.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Offspring, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What Offspring actually says

“If your order has already been dispatched, we can no longer cancel it but you can return it within 28 days of purchase.”
, verbatim from Offspring’s terms

28-day cancellation windowPro-rata refund: noStatutory cooling-off: 14 days in UK + EU on new subs

How long does a Offspring refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Offspring’s own policy works on a 28-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Offspring has ~45 days to defend. Works regardless of where Offspring is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, United Kingdom, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Offspring charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Offspring for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Offspring subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Offspring can’t ignore.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Offspring is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The 4-step refund email

Email the right address
Use help@offspring.co.uk, the route yoink has verified actually gets read for Offspring.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Offspring team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

I'm exercising my statutory right under the consumer-protection law of my jurisdiction to cancel by written notice. Please confirm by reply that the refund will be processed to my original payment method.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Offspring

Only inside a very short window. Offspring's Orders help page says there is **a very limited space of time where an order can be cancelled**, and routes you to Live Chat or **help@offspring.co.uk**. There is no cancel button in your account. Send the email immediately with your order number in the subject line, the gap between an order being placed and picked is short, and once it's dispatched cancellation is off the table. If you miss it, you still have 28 days from receipt to return the item for a refund.