Frequently Asked Questions

Yes, you can return your order within 14 days of receiving it.
Please note that all sale items are Final Sale and cannot be returned.

All mail returns must be registered through our digital return portal before sending anything back. Returns that aren’t registered digitally cannot be accepted.

Start your return here.

A $5 return shipping fee will be deducted from your refund for mail returns. If you prefer to return your item(s) at a store, you can find the nearest store location here.

Returned items must be clean, unworn, unwashed, undamaged, and have all original tags attached. Shoes must be returned in their original shoebox. For hygiene reasons pierced jewelry, make-up, and skincare products cannot be returned. Swimsuits and bikini bottoms/briefs can only be returned if the sanitary liner strip is intact.

Naturally, any faulty items can be returned. Please do not register faulty items through our digital return portal. Instead, contact our Customer Service team directly so we can assist you.

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. 

For more details on return conditions, read our full Returns & Refunds section.

All sale items are Final Sale and cannot be returned.

For hygiene reasons, the following items cannot be returned unless faulty
- Pierced jewelry
- Make‑up
- Skincare products
- Swimsuits and bikini bottoms/briefs without the sanitary liner intact

To be eligible for a return, items must be:
- Clean, unworn, unwashed, and undamaged
- Returned with all original tags attached
- Shoes must be returned in their original shoebox

Faulty items:
Naturally, any faulty items can be returned. Non‑faulty items that are not in a condition suitable for resale (used, washed, soiled, or damaged) will not be refunded and will be sent back to you.

Please make sure this label is attached to the parcel when you are returning these items. This lets our carrier know that they’re transporting flammable substances. If you are returning with the original packaging, the label is already attached.

Please remove the label if you are not returning any flammable goods from your order. Additionally, all sale items are Final Sale and cannot be returned.

We always try to issue the refund as fast as possible, but during busy periods (such as gift giving holidays and sales) it can take a little longer.

PayPal

For 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.

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. For any questions relating to your refund, please contact Klarna directly.

PAY NOW – You can expect to receive a refund confirmation email from Klarna shortly after your return is processed. Your refund will be visible in your bank account within 14 days, but it usually takes less time.

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.

MONTHLY FINANCING – You will automatically receive an updated statement balance. When your return is processed, this will include any instructions on how to make your payment if payment is due.

*CA resident loans made or arranged pursuant to California Financing Law license.

You are welcome to return online orders in & Other Stories stores. Just bring your e-receipt and the product(s) you want to return to the store.

We will refund you via the same payment method you used to make the initial payment. If using a credit or debit card, please allow 2-3 business days for the refund to be reflected. 

Please note that you cannot return products purchased on sites other than stories.com in our stores.

Click here to find the location nearest to you.

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 in 14 days and will be processed shortly after this. If it's been longer, please contact our Customer Service with a proof of return (collection receipt or drop off slip).

As soon as your order is packed, we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please note that it can take some days before the tracking information is available.

You will also be able to track your order under ‘Orders’ when you log in to My Account.

Placing an item into your shopping bag doesn't reserve the item.

The item could sell out if other customers place orders of the same product before you check out.

In case this should happen, we will notify you by email that we are unable to ship your ordered product. You will of course not be charged for the product.

You will receive an email regarding your shipping confirmation when your order leaves our warehouse. 

To see how many working days the delivery process will take in your location, please view our Delivery page.

Besides Standard delivery, we also offer Express delivery in some of our locations (1-3 working days) for an additional cost.

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.

If we are unable to delivery your package, according to your chosen delivery option, it will automatically be returned to & Other Stories. Once it has been returned and processed, you will receive a return confirmation and your refund will be issued.

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”.

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

You can find our gift cards here.

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

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