Return & refund

1. Complete the return form

Fill in the physical return form included in your original package and place it inside the parcel together with the item(s) you wish to return.

2. Pack your return

Pack your item(s) securely, preferably in the original bag and box. We aim to minimize waste, so we encourage you to reuse the packaging where possible. Please ensure the parcel is carefully sealed.

3. Attach the return label

Use the pre-paid return label included in your original package and attach it clearly to the parcel.

4. Keep proof of postage

You are responsible for the return until it reaches us. Please remember to request and keep proof of postage when sending your parcel.

5. Refunds

Once you’ve sent your return, you can expect your refund within 2–3 weeks. We will send you a confirmation email once your return has been received and processed. If you have not received a confirmation email within 14 days of sending your return, please contact our customer service for further assistance.

Please note that items purchased online cannot be refunded or exchanged in our stores.

Items purchased from retailers other than stories.com cannot be returned to stories.com. If you bought your item from another retailer, please contact them directly for help with returns or exchanges, as different return policies may apply.

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. 

UPS EXPRESS: 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.

We hope you’ll love everything you order from us. If something isn’t quite right, you have 30 days from receiving your order to return any full‑price item(s). Please note that sale items can be returned within 14 days of receiving your order.

Read more about our return conditions below.

Return conditions

All returned items must be:

- Clean, unworn, unwashed, and undamaged

- Returned with all original tags attached

- Shoes must be returned in their original shoebox

Items that cannot be returned (unless faulty)

For hygiene reasons, the following items cannot be returned unless they are defective:

- Pierced jewellery with a broken seal

- Beauty products with a broken seal

- Swimsuits and bikini bottoms/briefs without a sanitary linerSwimwear can only be returned if the sanitary liner is intact.

Items not eligible for a refund

Non-faulty items that are worn, washed, soiled, damaged, or otherwise not in a condition suitable for resale will be returned to you without a refund.

Faulty items

Faulty items can always be returned. If you receive a damaged or faulty item, please follow the standard return process and select the return code for faulty items.

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.

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: pierced jewellery, beauty products, and gift cards.

At & Other Stories, we offer a flexible returns policy to ensure you enjoy a seamless shopping experience. However, if we notice an unusually high rate of returns or suspect purchases are being made for resale purposes, we may deactivate your account at our discretion.

If you believe your access or order has been restricted in error, please contact our Customer Service - we’re here to help resolve the issue.

While we aim to make fashion and beauty accessible to everyone, some of our cosmetic items are classified as dangerous goods and may have delivery restrictions due to transport regulations.

This includes products like:
- Nail polish

- Certain perfumes

- Nail polish remover

- Pressurised spray cans

These items may not be eligible for delivery to all locations. Rest assured, all our beauty products are tested to ensure they are safe for use.

How to Return Dangerous Goods

1. Use a Box with the LQ Dangerous Goods Label.
If you're using the original packaging, the label is already attached. If using a different box or the label is damaged, print a new label.

2. Secure the Product

Fill the box with paper or padding to keep the item stable during transit.

3. Follow the Standard Return Process

Important: If you're returning items without dangerous goods, please remove the LQ label from the box.