Frequently asked questions
Our jerseys are meant to be worn as snug as possible, with the exception of our Escape tees, which was designed to be a bit more relaxed without making it look too loose on one’s body. We’ve measured riders of varying body types, and have listed down our general fit findings and observations in our size chart that you can find here. Though every body type is unique, we feel that we’ve hit the sweetspot when it comes to recommending a size. For male and female sizes below XS and above 2XL, please contact us.
With the current pandemic, it's hard to say when we'll be able to restock items. And while we always try to keep some stocks on hand, these special edition releases that we drop from time to time are pretty limited, so once we sell out that might be it.
Yes, we do! We offer a few options for shipping depending on your preferred delivery times. Keep in mind that we use weight-based shipping rates for international orders under $250. Our standard shipping option uses registered mail with delivery in 10-12 working days, while our express shipping (via Singpost’s Speedpost Express) delivers your package in 3-5 days. Orders over $250 will be shipped out, free of charge, via our standard shipping option.
Once you place your order, it will take us 1-2 days at the most to process it and ship it out. Barring any Force Majeure events or any Acts of God, delivery should be within 10-12 business days when mailed to an international destination using our standard shipping option, and 3-5 days when opting for Speedpost Express delivery.
Both shipping options use SingPost’s registered package service, and as such, we will email you a tracking number to ensure that you’re kept up to date when it comes to the status of your order. All orders with a total value above $250 will be shipped free of charge using this service as well. For customers in the Philippines, please contact our local stockists for product availability as items in the online store ship out from our warehouse in Singapore.
Import duties and taxes are not included in the shipping charges, and will be the sole responsibility of the buyer. Off-Kilter does not take responsibility for this, and by placing an order, the buyer accepts full responsibility for any customs charges incurred.
Yes you can! It normally takes us a day or two to process orders before sending them out. If you noticed an error, please get in touch with us immediately so that we can rectify things before it gets shipped. Off-Kilter will not be responsible for any loss if the package gets sent out to the wrong address, so please take the time to review your order before completing it
RETURNS AND EXCHANGES
First and foremost, all returns only apply to items purchased from our website and not from any other source/retailer. Second, we only offer returns or exchanges for regular-priced, non pre-order items in the store. Third, we only accept returns on items that are new and unworn. Worn items will be subject to a 50% restocking fee, while sale items are only eligible for store credit.
If you really wish to return an item, please make sure to send it back in its original unworn state within 30 days of its purchase. The customer will be responsible for all return shipping fees. Feel free to contact us if you have any questions.
Yes, we do offer refunds and exchanges granted that the items were purchased from our website and are sent back in its original unworn state within 30-days of purchase. Please send us an email if you need help sorting stuff out.
For returns, goods shipped back to us must be in the original condition, unworn and complete with original tags and packaging. International customers are responsible for shipping costs both ways* (if opting for a return and exchange), and we recommend using a carrier that has insurance and can track your package. Off-Kilter doesn't take responsibility for items damaged or lost during transit. Please email us for more detailed instructions.
The refunding process will begin once the items are received and duly inspected.
*Please note, shipping costs are non-refundable in the event of a refund. Only the original or discounted price of the item will be refunded back to the buyer.
Off-Kilter is committed to giving you high quality products. Being a small independent operation, we personally check and pack each item before it's shipped out. In the unlikely event that we failed to catch any manufacturing defects, please contact us within 5 days of receiving your package and we'll get back to you to help sort everything out.
All Off-Kilter garments have been crafted using high quality fabrics. As such, we recommend that each piece be gently hand-washed, or placed inside laundry wash bags (with the machine set to delicate) to avoid scuffs and pilling. Cold water should be used when washing these garments, and we reject the use of fabric softeners or bleaching agents. Additionally, all Off-Kilter apparel should be line-dried only.
CRASH REPLACEMENT POLICY
We know accidents sometimes can't be avoided, especially when you ride off-kilter. If, for some reason you find yourself rubber side up wearing our gear, please email us at: info[at]offkilter[dotcom] some details and photos of your damaged kit as well as a copy of your original receipt. We'll be happy to offer you 30% off for a replacement. Please take note of the conditions below:
It's the sole discretion of Off-Kilter to decide if an item qualifies for the discount, or is just repairable.
Proof of purchase is required for you to avail of this offer, and that the discount only applies to purchases made on this site. If you purchased any of our items from any of our stockists, please get in touch with them so they can help you sort things out.
The discount that we provide may only be used with the corresponding type of item that was damaged. In the event that the item up for replacement is not available, Off-Kilter will issue store credit that corresponds with the type of item that was damaged.
The discount that we provide will be based on the item's purchase price.
The age of your kit will be taken into consideration. Normal wear and tear is not covered by this policy.
International buyers will be responsible for the shipping charges of the replacement kit.
Off-Kilter does not condone deliberate crashing and will not be responsible for injuries sustained.