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Return & refund
Return & Refund
We hope you’ll love everything you order from us. However, if something isn’t quite right, you can return any full‑price item within 28 days of delivery. Please ensure items are returned clean, unworn and with all tags attached.
Sale & Last Chance items
Sale and discounted items, such as Last Chance, must be returned within 14 days of receiving your order. Items purchased during limited-time offers or promotions follow our standard full-price return policy.
Return processing
Once your return is on its way, please allow up to 14 days for it to be received and processed. If it has taken longer, our Customer Service team will be happy to help - simply reach out with proof of return (such as a collection receipt or drop‑off slip).
During peak periods, including holidays and sale events, processing times may be slightly longer.
Return form
A return form is included in your parcel. If it has been misplaced, you can click here to download and print a new one.
Return fee
We charge a return fee of 3 GBP, which will be deducted from your total refund.
Returning your order is simple. Just follow these steps:
1. Complete the Return Form
Fill out the return form included in your parcel. You can return multiple orders or packages together—just make sure to include all relevant return forms.
2. Pack Your Items
Use the original packaging or a suitable alternative. Please ensure items are:
- Clean and unworn
- Have all tags attached
- Shoes must be returned in their original boxes
3. Condition Guidelines
- 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.
5. Return Cost
A return fee of £3 per order will be deducted from your refund.
6. Choose Your Return Method
Select one of the available options below to send your return.
Note: Items purchased on hm.com cannot be refunded or exchanged by & Other Stories online or in stores. These must be returned to H&M online following the instructions in your parcel.
You can return your parcel using any of the following options:
InPost Locker/Shop
1. Create a QR code via the InPost Returns Portal.
2. Drop off your parcel at your nearest InPost location.
3. No label needed—InPost will attach one when collecting your parcel.
Evri Drop-Off
Take your parcel to your nearest Evri ParcelShop.
You’ll receive a drop-off receipt to track your return.
Evri Drop-Off or Home Collection
1. Attach the provided Evri return label to your parcel.
2. Choose between dropping it off at a ParcelShop or arranging a home collection.
3. You’ll receive a tracking receipt.
4. Need a new label? Click here to generate one using your order number and delivery address.
Express Delivery Returns (UPS Only)
If your order was delivered via UPS, it must be returned using UPS:
1. Register your return here to generate a UPS return label.
2. Choose to drop off at a UPS Access Point or request a home collection.
All returns must be made via UPS.
How to Return:
Register your return here to generate a UPS return label.
Choose to either:
Drop off your parcel at a UPS Access Point, orRequest a home collection.
Please use the order number starting with “E” when booking your return. You’ll find this on the return note included in your parcel.
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 or the Delivery Note
- 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.