Frequently asked questions

Yes — you can return your order within 28 days of receiving it. Please note that Sale and discounted items, such as Last chance, must be returned within 14 days.

If you’ve had a change of heart, simply send your item(s) back in clean, unworn condition with all tags attached.

-Shoes must be returned in their original boxes
-Swimwear (briefs and swimsuits) can only be returned if the hygiene liner is intact
-Faulty items can always be returned.
-Non-faulty items that are used, washed, soiled, or damaged will not be refunded and will be sent back to you.

We aim to process refunds within two weeks of receiving your return.

For more details, visit our Return & refund page.

We aim to process refunds as quickly as possible. However, during busy periods (like holidays or sales), it may take a little longer. Here's what to expect based on your payment method:

PayPal

Refunds are typically issued within 14 days of receiving your return.

Once processed, you'll receive a confirmation email.

Klarna

You’ll receive confirmation within 14 days of returning your item.

If you haven’t received it by then, please contact our Customer Service.

Refund Details:

Klarna will send all refund-related updates directly to you.

For any refund questions, please contact Klarna Support.

Payment Types:

Pay Now: Refund confirmation email sent shortly after processing. Funds usually appear in your account within 14 days.

Pay Later: Klarna will update your balance automatically once your return is processed.

Monthly Financing: Klarna will send an updated statement with any payment instructions once your return is processed.

You’re welcome to return your online order at any & Other Stories store in the UK.
Please note that sale or discounted items, such as Last Chance, purchased online cannot be returned in store.

Unfortunately we don’t offer exchanges at this point. If you need a different size or colour, please return the items and place a new order.

Your return should reach us and be processed within 14 days, you will receive a confirmation email once your refund has been processed. If it's been longer, please contact our Customer Service with a proof of return (collection receipt or drop off slip).

Once your order has been shipped, we will send you an email to let you know and you can track your order from from there. You will also receive communication from the carrier where you will also be able to keep track of your parcel's journey. Or you will also be able to track your order under ‘Orders’ when you log in to My Account.

Please note that it can take a couple of days after placing your order before tracking information is available.

After placing your order, it usually will take a day or so before it is shipped from our warehouse. We will send an email to you confirming when it has been dispatched, from there you will be able to track your order as it makes it's way to you.

Yes, all items that you can find in our store are usually available online, with the exception of some sale products. We also offer a range of products exclusively available online.

Delivery to a pick‑up point or parcel locker

If your parcel is delivered to a pick‑up point or parcel locker and is not collected within the carrier’s holding period, it will be returned to the & Other Stories warehouse. Once the return has been received and processed, you’ll receive a return confirmation and your refund will be issued to your original payment method.

Please note that if your order is returned because it was not collected in time, we reserve the right to charge a return handling fee. This fee, currently £3, will be deducted from your refund.

Collect in Store

If you selected Collect in Store at checkout, your order will be held in store for 72 hours from the time it is ready for collection.

If the order is not collected within this timeframe, it will automatically be returned and refunded to your original payment method. In this case:

- No return fee applies

- The order cannot be reactivated

- If you still wish to receive the item(s), you’ll need to place a new order

Please submit the discount code in your shopping bag before proceeding to checkout.

Click on “Add discount code” located just above the total order value. Submit the code and click ”Add discount” and the total order amount will be updated.

Please note that you can’t combine the code with other discounts and that the code is case sensitive. For example, if your discount code is ”DISCOUNT”, the code will not work if you type in ”discount” instead.

In case you wish to remove the code, simply click “Remove”.

No, no products from our beauty range have been tested on animals.

No, we only use faux fur (synthetic fur).

Yes! You can use your gift card both in-store and on stories.com.

You can find our gift cards here.

At the moment, we are happy with our current suppliers. In case we decide to change things up in the future, we would seek out collaborators that share our ambition – to offer a high quality assortment for our customers.

You can find us on Instagram, Facebook, TikTok and Pinterest. We hope to see you there! 

Please reach out to the store in question. You can check our store locator to find the phone number, opening hours and address of all our stores.

We are always keeping an eye out for new locations. Follow us on Instagram, Facebook, TikTok or sign up for our newsletter to get the latest news on store openings.

On the login page, you can choose one of the following methods to create an account or access your existing one:

- Enter your email address to receive a one‑time verification code.

- Log in with your Google account.

- Log in with your Facebook account.

These options work the same whether you already have an account or are signing in for the first time — the account is created automatically when you log in.

If you don’t receive the verification code or cannot log in, please visit our Contact Us page.

We are always on the look for new talents to join our world. Go to our Career page to read more and apply for our open positions. Please note that our Customer Service team is unable to accept applications.

Feel free to contact us with details about your blog and we will see how we can assist you in the best way. You can also have a look at our Affiliates page.

At H&M Group, a global fashion and design company, we are committed to making style and quality accessible to everyone. We strive to ensure our digital platforms (stories.com) are accessible to all users. We strive to comply with the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standard to ensure an inclusive experience. However, we acknowledge that our digital platforms are currently partially conformant, meaning that some content does not fully meet the requirements of the WCAG 2.1 Level AA standard.

stories.com partially meets the requirements of the WCAG 2.1 Level AA standard.

Identified areas for improvement include:

Structure and Semantics

* Incorrect heading structure on some pages makes it harder for screen reader users to navigate.

* Some buttons and interactive elements (like expandable menus) lack appropriate ARIA attributes (e.g. aria-expanded) so the screen reader knows that more content are expanded/visible.

* Icons are not marked as decorative and may be read aloud by screen readers and confuse the users.

* Accessible names for certain buttons depend on visual placement instead of clear labeling.

* The home link in the header lacks a sufficiently descriptive label.

* iframe elements do not have appropriate title attributes.

* Some visually hidden headings are included for screen readers, which can confuse users.

Navigation and Keyboard Accessibility

* A “Skip to main content” link is missing, which impedes fast navigation for keyboard users.

* Some expandable sections cannot be operated via keyboard, so the content cannot be accessed.

* The focus indicator (visible outline showing where the user is on the page) is inconsistent across browsers and sometimes missing.

* Modals/Pop-ups are not fully accessible (e.g., trapping focus inside the modal, closing with keyboard).

* The mobile menu has inconsistent focus order, which may cause confusion when navigating by keyboard.

Visual Design and Contrast

* Some text over images lacks sufficient contrast, making it hard to read, especially for users with low vision.

* The looped site banner in the top lacks accessibility alternatives and may be disorienting for some users.

* If we have video on the start page, it cannot be paused, stopped, or hidden, which may distract or hinder users. 

Forms and Interactions

* Color and size selectors are not grouped semantically and lack clear indications of what is selected.

* Search suggestions for products and categories are not conveyed to screen reader users.

* The filters on product list pages require improvements in grouping, labeling, and interaction support.

* Product cards contain duplicate links, which can be repetitive and confusing for screen reader users. 

We are actively working to resolve the accessibility gaps as part of our ongoing commitment to accessibility. Our digital platforms have been reviewed by an external party and improvements are made in accordance with the findings. Our team is continuously assessing and improving our digital platforms to enhance usability for all users. This Accessibility Statement will be updated as we make improvements to our digital platforms.

If you encounter accessibility barriers while using our digital platforms, please contact us so we can address your concerns.

Latest update: 23/06/2025