Return & refund

We ask that items are returned clean, unworn and with all their tags attached. Shoes must be returned with their original boxes.

Naturally any faulty items can be returned. Any non-faulty items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and will be sent back to you.

If you’re feeling unsure about our sizing, please head over to our size guide and check the measurements. We ask that you keep returns to a minimum so that we together can reduce the environmental impact caused by unnecessary freights.

Returns have a cost of £3, which will be deducted from the total refunded amount.

Fill out the return form that comes with your order and pack your goods in the appropriate package, for example the same one your order came in. You can return more than one order or package at once, as long as you include all relevant return forms in the package.

Now select one of the below options to make your return.

Please note that items purchased on hm.com cannot be refunded or exchanged by & Other Stories online or in stores. These purchases must be returned to H&M online following the instructions in your parcel.

When we have processed the return you will receive a confirmation email. You can expect this within two weeks of sending your return back to us. Be sure to keep hold of your receipt in the meantime!

Standard Delivery – please use any of the following options:

InPost Locker/Shop Returns

1. Create your QR code using the InPost Returns Portal

2. Find your nearest InPost drop off point to scan and drop off your parcel.

3. No labels needed - our couriers will add one when they pick up your parcel.

Royal Mail drop off/Home Collection

1. Register your return in the Royal Mail return portal.

2. Arrange a home collection or drop off at a Post Office. You do not need to print a label for either option. 

3. Royal Mail will provide you with a postage receipt where you can track the parcel’s progress.

Evri drop-off

Take your parcel to your nearest Evri parcel shop. Evri will provide you with a drop-off receipt where you can track the parcel's progress.

Evri drop off/Home Collection

1. Stick the provided Evri return label on your parcel.

2. Arrange a home collection or drop off at your nearest Evri parcel shop.

3. Evri will provide you with a drop-off receipt where you can track the parcel's progress.

4. Need a new Evri Return Label? Click here to generate another. You'll need your order number and delivery address​.

Express Delivery – Express orders that have been delivered by UPS must be returned via UPS only.

1. Register your return here to create a return label.

2. Then choose to drop your return off at UPS Access Point or request a home collection.

Orders must be returned via UPS only.

Please make sure you use the order number that starts with E when booking a return with UPS. You can find this on the return note included in your parcel.

1. Register your return here to create a return label.

2. Then choose to drop your return off at UPS Access Point or request a home collection.

You are welcome to return online orders in & Other Stories stores in the UK. Simply bring your E-receipt or the Delivery Note and the item(s) you wish to return to the store. We will refund you through the same payment method you used to make the initial payment.

Note: Items purchased on any site other than Stories.com cannot be returned to our stores.

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 use one of the label free return options above or 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:

1. 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.

2. Fill the box with paper or filler so that the product sits securely.

3. 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.