Return & refund

1. Complete the return form

Fill in the physical return form included in your original package and place it inside the parcel together with the item(s) you wish to return.

2. Pack your return

Pack your item(s) securely, preferably in the original bag and box. We aim to minimize waste, so we encourage you to reuse the packaging where possible. Please ensure the parcel is carefully sealed.

3. Attach the return label

Use the pre-paid return label included in your original package and attach it clearly to the parcel.

4. Keep proof of postage

You are responsible for the return until it reaches us. Please remember to request and keep proof of postage when sending your parcel.

5. Refunds

Once you’ve sent your return, you can expect your refund within 2–3 weeks. We will send you a confirmation email once your return has been received and processed. If you have not received a confirmation email within 14 days of sending your return, please contact our customer service for further assistance.

You are welcome to return online orders in & Other Stories stores across the Netherlands. Simply bring your E‑receipt or Delivery Note, along with the item(s) you wish to return. Your refund will be issued to the same payment method used for your original purchase.

Items purchased from retailers other than stories.com cannot be returned to stories.com. If you bought your item from another retailer, please contact them directly for help with returns or exchanges, as different return policies may apply.

DHL
If your order was delivered via DHL, you can take your return to your nearest DHL service point.

Budbee
If your order was delivered via Budbee, you can also book a pick-up of your return. You will receive an SMS from Budbee with instructions after you have received your goods. The courier will bring a return label.

Budbee box
Attach the self-adhesive address label to your shipment and book a return via the link in the SMS previously sent to you. See more instructions here.
If the package is too large, you will be able to book a pick-up of the return at your home.

Cycloon
Was your package delivered by a bicycle courier? Then you must return using the DHL return label in your order. You can find a DHL service point here.

1. Right of withdrawal

Under EU consumer protection law, you have the right to cancel your purchase for any reason within 14 days from the day you receive your order, unless the item is exempt from returns (for example, for hygiene reasons).

2. Our return policy

In addition to your legal right of withdrawal, we also offer the following return policy:

- 30-day returns for items purchased at full price

- 14-day returns for items purchased on sale

This means you have 30 or 14 days from the day you receive your order to decide whether you would like to return an item.

3. How to start a return or withdrawal

To cancel your purchase or return an item, you can choose one of the following options:

- Visit our returns portal to register your return and follow the instructions provided

- If you are logged in, you can initiate a return or withdrawal in My Account under your order details

- Fill out the return form included in your original package and place it inside your return parcel

If you need any assistance, our Customer Service team is always happy to help via email or other available channels.

4. Sending your items back

Once you have registered your return or informed us that you wish to cancel:

- Please send your items back as soon as possible and without unnecessary delay.

- Even if you register your return online, you must include the physical return form in your package.

- You may return items from multiple orders in the same parcel. However, return costs are charged per order, not per parcel.

 
5. Damaged or faulty items

Damaged or faulty items are always eligible for return. If you receive a faulty item, please follow the standard return process and select the return reason for faulty items.

 
6. Refunds

We will process your refund within 14 days after receiving your return or proof that you have sent it back. Refunds will be issued using the same payment method used for your purchase.

 
7. Good to know

Please keep your proof of postage until your return has been confirmed. If you have lost your return form, you can download a new one or contact customer service for assistance.

We hope you’ll love everything you order from us. If something isn’t quite right, you have 30 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.

Read more about our return conditions below.

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.

If you are missing the self-adhesive return label included in your parcel, please contact our Customer service.

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

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.