In order to process the refund faster, we kindly ask you to fill the return form  you received in your package (in case you did not receive it click HERE and download it) and include it in your return box.  Also remember to put the self-adhesive return label on the outside of your box. On the original packaging put the pre-printed return label and inside of it the return form filled in with the return code for the item or items your are sending back.

Once you have done so, you can:

DROP OFF: Drop off your package at your local Post Office or MYPost24 point. HERE you will find the nearest one.

HOME COLLECTION: If you register with Swiss Post, you can choose a date for the carrier to pick up your package.  You can clik HERE and book an appointment. The pick up option is available between 7:30 and 17:00. 

RETURNS WITH UPS- express orders: Register your return on UPS.COM, print a new return label and plan a pickup.

UPS PICK UP: Register your return by clicking HERE and then bring your return package to the nearest UPS Access Point. Once so, UPS will create a collection receipt with a tracking number you might use to follow the journey of your return.

UPS HOME PICK UP: Click HERE and schedule an appointment with the carrier who will pick up your parcel. In doing so, you will also get a return label you can print.

Upon returning, a return fee of 4 CHF will be deducted from your refund.

A return form is included in your parcel. If you no longer have this form, simply print and fill in all required information in a new form.

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.

Please note, it can take up to 14 days to receive and complete your return. We always try to be as fast as possible, but during busy periods (such as gift giving holidays and sales) it can take a little longer.

We are experiencing some delays with handling the returns. If you have sent your return just a few days ago, please allow us a little more time to handle your return. If it's been more than 14 days, please contact us and have your order details handy.

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.

PAY NOW – You can expect to receive a refund confirmation email from Klarna soon after your return is processed, your refund will be visible in your bank account within 14 days but is usually much faster than this.

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.

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.

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: underwear and swimwear bottoms, cosmetics, face masks, earrings 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 Care team—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

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.

Secure the Product

Fill the box with paper or padding to keep the item stable during transit.

Follow the Standard Return Process

Refer to your delivery note for return instructions.

Important: If you're returning items without dangerous goods, please remove the LQ label from the box.