Send an email with the article code and size you are interested in, and we will check it for you!
Send us a photo of the packing slip and the shipping box as you received it, and we will find out what went wrong for you.
Haven’t you received an e-mail that your package has been sent yet? Send us an e-mail as soon as possible with the subject “change address”. We will then see if we can still adjust it. If the order has already been registered with DHL, check the tracking link the next day where you can choose 'arrange something else'.
Unfortunately, it isn’t possible to cancel or change the order. If you don’t wish to receive your order, we advise you to refuse the order as soon as the postman arrives at your door. Our delivery partner will arrange for the order to be returned to us. After receiving the return, we will transfer the money back to the account you paid with within 7 days.
Unfortunately, it is not possible to combine two orders.
Unfortunately, it is not possible to add an item to an order that has been placed. We therefore recommend ordering the product in a new order.
If you also didn’t receive a confirmation in your spam folder, please send us an e-mail with your name and address, so we can send the confirmation to you.
Send us an e-mail about which product you’re trying to order in which size and indicate what goes wrong when you try to order it. We’ll figure out how we can solve this.
If you ordered before 8.30 pm on a weekday, you’ll receive a DHL Track & Trace code within 24 hours to track the shipment. If you haven’t received it, please send us an e-mail with your order number and we’ll look into it.
Yes, it’s possible to place an order without an account.
The sales prices that we set in our webshop are carefully chosen. However, we have no insight into the pricing policy of other players in the market. Promotional discounts may also vary in different periods. In addition to high quality and good service, we regularly offer our customers appealing offers. We therefore advise you to visit our stores or online shop regularly for the promotions and offers.
This problem almost always has to do with cookies. Delete all cookies and try to place the order again. If it still doesn't work after this, try placing the order in an incognito mode. If it still doesn't work after this, please send us an email with a screenshot of the page you're stuck on.
You can pay for your order at the webshop safely and easily via Adyen. You can pay with major credit card companies and PayPal. Depending on the country, other payment methods may apply (Klarna, IDEAL, etc.), which will be visible in the checkout of your order.
A return will be processed within seven days after we received it. If you haven’t received any money after these seven days, please send an e-mail with your order number, article code(s) of the product you returned + DHL Track & Trace code of the return, so we can check this for you.
If your order is returned to our warehouse for any reason, an automatic return process will start, and you’ll receive the paid amount back to your bank account within 7 days after we received your package. Please note that €2.95 will be held back from the paid amount, these are the processing costs of the return. If you wish to receive the order again, we advise you to place a new order.
You can find the invoice in the envelope you received with your order. If it’s not included, please send us an e-mail with your order number so that we can send it to you digitally.
The shipping costs will also be refunded to the account you paid with. Please note that €2.95 will be held back from the paid amount. These are the processing costs of the return.
You can pay with all major credit cards.
All the prices include VAT.
Click on the shopping cart icon at the top, and then click on 'shopping cart'. On the right side under 'Overview' you will find 'Enter promo code'. When you have clicked on it, you can enter the discount code.
The shipping costs vary with every country and shipping method. View the ’Shipping’page
With Klarna you can pay afterwards in our webshop in most countries. Not everyone can simply pay with Klarna. If you try to pay with Klarna, a credit check will be done to see if you can order for the chosen amount. This check looks at 3 factors: your payment history with Klarna, the amount for which you want to order, external information from a credit reference agency.
This is different for every country and shipping method. Please see the ’Shipping’ page
If you haven’t received an e-mail (check your spam folder) from DHL containing a DHL Track & Trace code to track the shipment, please send us an e-mail in which you state your order number and indicate that you haven’t received a DHL Track & Trace code yet. Then we will provide you with the link to track the shipment.
In the check-out you can indicate the country of delivery. For all countries we deliver to, you will be forwarded to payment after selecting this country.
Our delivery times are indicative and not a guarantee. Packages can be unexpectedly delayed by the postal services. The Off The Pitch webshop has no control over this and cannot be held liable for such delays. Any delays incurred at the customs of the relevant country are at the customer's risk.
We deliver with DHL Parcel or DHL Express.
For deliveries outside the EU, any import duties for certain products are for the customer. The customer should be aware of the import regulations in his/her country prior to ordering. The Off The Pitch webshop has no control over this and cannot be held liable for this.
If you haven’t received an e-mail (check your spam folder) from DHL containing a DHL Track & Trace code to track the shipment, please send us an e-mail stating your order number and indicating that you haven’t received a DHL Track & Trace code yet. Then we will provide you with the link to track the shipment.
A return will be processed within seven days after we received the package. If you have not received any money after these seven days, please send an e-mail with your order number, article code(s) of the product you returned + DHL Track & Trace code of the return, so we can check this for you.
An exchange can be done by ordering the desired item and then returning the old item to us. You should have received a return sticker with your order. This can be pasted over the old sticker and can be returned to us. More information about returns can be found ’here’.
If you aren’t satisfied with a purchase, you can return it without giving any reason within the trial period of 14 working days. We will then refund the purchase amount of the returned items within 7 days after we received the return. Please note that € 2.95 will be held back from the paid amount, these are the processing costs of the return.
It may be that a return label was accidentally not included in the box. Send us an e-mail with your name and order number so that we can send you the return label digitally.
We are sorry that you received the wrong product! Could you provide us with photos of your packing slip in an email, of the item you received, and the packaging of the item with the SKU number on it? Then we can find out exactly what went wrong and help you with this problem.
For return packages, an amount of €2.95 will be held back from the original purchase amount.
You can find the conditions here.
You can find the steps for a return hierhere.
Please use the following return address:
Off The Pitch
3281 LS Numansdorp
You have 14 days after receiving the order to return the order.
We are very sorry to hear you have a complaint! Explain clearly in an e-mail how the complaint was developed and add additional photos showing the item in it’s entirety and a photo clearly showing the defect. If you put your complaint + your order number in the e-mail, we can handle the complaint as quickly as possible.
Complaints about orders not older than 6 months will be processed. In the event of an unfounded complaint, the costs incurred will be for the customer. If a complaint is justified, the Off The Pitch webshop will decide whether the article will be (partially) repaired, (partially) replaced or (partially) credited. An item returned for warranty assessment must be clean and dry. Wet or dirty shoes will not be accepted.
You can’t pick up your online order in the store.
You can return your online order to the store, they’ll then pass on the order number to the webshop, so a refund can be made. Unfortunately, an exchange isn’t possible.
Not all sizes available on the webshop are available in the store and vice versa. You can send us an e-mail with the item code and size, so we can check if it is still in the store.
To maintain the excellent performance of your shoes for a long time, we recommend that you take good care of your shoes and clean them regularly. You can keep your sneakers looking good by following a few simple cleaning steps: 1. Dry brush. Remove dirt from the outsole, midsole and upper with a dry, soft shoe brush. You don't have a shoe brush? No problem — an old toothbrush works just fine. Make a gentle cleaning solution. Mix warm water with a small amount of mild laundry detergent. Wash the laces. Remove the laces and sprinkle a little of the soapy water over them. Wash the laces, rinse and dry with a soft cloth. 2. Wash the soles. Put some of the soapy water on a soft bristle brush and brush the outsole and midsole. Dry them with a soft cloth. 3. Wash and pat. Use the soapy water and a soft brush or soft cloth to clean the upper. 4. Use a dry microfiber cloth or soft cloth to absorb as much soapy water and dirt as possible. Repeat if necessary. 5. Air dry. Let the shoes air dry at room temperature. 6. We do not recommend machine washing or tumble drying your shoes or using aggressive detergents (such as bleach). You will get the best results if you clean your sneakers as soon as they get dirty.