How can we help you?
Return & refund
To us, no order is complete until you are fully satisfied. If something isn’t quite right, you have 30 days to return. It costs 25 USD to make a return. This charge will be deducted from your refund. We’ll process your refund by the same method you used to pay within 14 days after your returned item(s) is received at our warehouse.
Please note, order processing and returns may take longer than usual right now. We’re working as fast as we can to get everything ready for you, and we will let you know by email when it’s on the way. Thank you for your patience during this difficult time.
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:
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.
Fill the box with paper or filler so that the product sits securely.
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.