Return & refund

To ensure your return is processed correctly, all mail returns must be registered through our online returns portal before being sent back. Returns that have not been registered online cannot be accepted.

If you prefer to return your purchase in store, no online registration is required. Please note that online orders collected in store must also be returned in store and cannot be registered through the online returns portal.

Follow the steps below to return:

1. Click Start a Return to begin your digital return.

2. Enter your order number and the email address used to place your order.

3. Select the item(s) you wish to return and choose a reason for your return.

4. Choose your preferred return method: locker, parcel shop drop-off, or home collection. Once your return is registered, you'll receive a QR code and/or return label, along with a return confirmation email containing all relevant details.

5. Drop off your parcel at a locker or parcel shop, or hand it to the courier if you selected home collection.


We partner with InPost and Evri for returns.

Please allow up to 14 days from the date you send your return for it to be received and processed. You'll receive a confirmation email once your return has been accepted, and your refund will be issued to your original payment method. A £3 return fee will be deducted from your refund.

A return fee of £3 will be deducted from your refund. This fee applies per order, not per return label.

Online orders collected in store must be returned to a store. These orders cannot be registered through the online returns portal or returned by mail. Simply bring your item(s) and the e-receipt to any & Other Stories store within the applicable return period. No online return registration is required.

If you believe an item is missing from your order, we're here to help.

Before contacting us, we recommend checking all packaging materials carefully, as smaller items may be packed separately or inside larger products. Please also review your order confirmation and delivery note to confirm whether the item was included in your shipment.

If you still cannot locate the item, please contact our Customer Service team as soon as possible. To help us investigate your case quickly, please provide:

• Your order number
• The name or article number of the missing item
• A brief description of the issue

If you contact us regarding a missing item, please use the email address associated with your order.

Once we receive your request, we'll review the shipment details and work to resolve the issue as quickly as possible.

Contact our Customer Service team here.

We hope you’ll love everything you order from us. If something isn’t quite right, you have 28 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.

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.

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.

What you’ll need:
- Your e-receipt
- The item(s) you wish to return

We’ll process your refund using the same payment method you used for your original purchase.

Items purchased on websites other than Stories.com cannot be returned in-store.

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.