How to return:

All returns via pick-up point/post will have a €4 return fee per order, which will be deducted from the total refunded amount. The refund will be made using the same method as the payment.

You can choose to return your parcel with DHL or DPD, by using the return label you have in your parcel:

• You will receive a Return Tracking number so you can follow the Status of your Return.

• In case you need a new return label, you can create a new one here.

• Please note that in case you create a new return label with the link above, you can return to DHL only. 

Note: For items purchased on other sites besides Stories.com, please contact their care team directly.

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 the return slip was missing, you can create a replacement label for DHL here.

Note: For items purchased on other sites besides Stories.com, please contact their care team directly.

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.

We are experiencing some delays with handling the returns. If you have sent your return just a few days ago, please allow us a little more time to handle your return. If it's been more than 14 days, please contact us and have your order details handy.

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.

MONTHLY – You will automatically receive an updated statement balance, when your return is processed, this will include any instructions on how to make your payment if payment is due.

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.

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 Care team—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

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.

Secure the Product

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

Follow the Standard Return Process

Refer to your delivery note for return instructions.

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