How can we help you?
Return & refund
Return for a refund
To us, no order is complete until you are fully satisfied, this is why we make returns easy. If something isn’t quite right, you have 30 days to return.
It can take up to 14 days to receive and complete your return. If it's been longer than this, please contact customer service with proof of return, e.g. collection receipt, drop off slip. We always try to be as fast as possible, but during busy periods (such as gift giving holidays and sales) it can take a little longer.
A return form is included in your parcel. If you no longer have this form, simply print and fill in all required information in a new form.
In order to process the refund faster, we kindly ask you to fill the return form you received in your package (in case you did not receive it click HERE and download it) and include it in your return box. Also remember to put the self-adhesive return label on the outside of your box. On the original packaging put the pre-printed return label and inside of it the return form filled in with the return code for the item or items your are sending back.
Once you have done so, you can: DROP OFF: Drop off your package at your local Post Office or MYPost24 point. HERE you will find the nearest one.
HOME COLLECTION: If you register with Swiss Post, you can choose a date for the carrier to pick up your package. You can clik HERE and book an appointment. The pick up option is available between 7:30 and 17:00.
RETURNS WITH UPS- express orders: Register your return on UPS.COM, print a new return label and plan a pickup.
UPS PICK UP: Register your return by clicking HERE and then bring your return package to the nearest UPS Access Point. Once so, UPS will create a collection receipt with a tracking number you might use to follow the journey of your return.
UPS HOME PICK UP: Click HERE and schedule an appointment with the carrier who will pick up your parcel. In doing so, you will also get a return label you can print.
A return form is included in your parcel. If you no longer have this form, simply print and fill in all required information in a new form.
If you are missing the self-adhesive return label included in your parcel, please contact our Customer service. Note: For items purchased on other sites besides Stories.com, please contact their care team directly.
Please note, it can take up to 14 days to receive and complete your return. We always try to be as fast as possible, but during busy periods (such as gift giving holidays and sales) it can take a little longer.
Klarna
You will receive confirmation of your return booking within 14 days of returning it back to us. If you have not received your return confirmation from us within that time, please contact our customer service. All refund information will come directly to you from Klarna.
PAY NOW – You can expect to receive a refund confirmation email from Klarna soon after your return is processed, your refund will be visible in your bank account within 14 days but is usually much faster than this.
PAY LATER – You will automatically receive an updated Pay Later balance from Klarna once your return is processed, this will include any instructions on how to make your payment if you have a remaining balance.
Paypal
You can expect to receive a refund within 14 days of sending it back to us. Once we have processed the return you will receive a return confirmation email.
For purchases made in one of our stores, bring your original receipt with you to the store. We ask that items are returned clean, unworn and with all their tags attached. Please note that not all items purchased in our stores can be returned. These are: underwear and swimwear bottoms, cosmetics, face masks, earrings and gift cards.
At & Other Stories, we offer a flexible returns policy to ensure you receive an unrivalled shopping experience. However, if we notice that you have an unusually high returns rate on your account or are purchasing to resell, we may deactivate your account at our discretion. If you feel your access or order has been incorrectly restricted, please get in touch with our Customer Care team, who will help to resolve the issue with you.
Although fashion is meant to be available for everyone, some of our cosmetics classified as dangerous goods can’t be delivered to all locations due to transportation restrictions. E.g. nail polish, certain perfumes and nail polish removers as well as pressurised spray cans. At the same time, all our beauty items are tested to ensure that they are safe to use.
This label is used to inform the carrier that the package contains flammable substances and has special transportation requirements.
How to return dangerous goods:
If you wish to return items containing flammable substances, you need to be aware that there are special transportation requirements. Please follow these steps:
The product must be packed in a box with the LQ Dangerous goods label attached. If you use the original box, then the label is already attached. If you use a different box or the label is damaged, you need to print a new one.
Fill the box with paper or filler so that the product sits securely.
Follow the normal return procedure on your delivery note.
Please note, if you are making a return WITHOUT any dangerous goods, you must remove the LQ Dangerous goods label from the box.