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FAQ

Return & refund

Yes, we offer free returns within 30 days upon receipt. 

In case you have had a change of heart, you are welcome to return your order to us. The refund will be processed within two weeks after the return date. Please make sure that the items are returned in a clean and unworn condition with all tags still attached.

For hygiene reasons, underwear briefs, lingerie bodysuits and earrings cannot be returned unless faulty, and all swimwear must still have the hygiene strip. Please note that items purchased in our online store cannot be returned in any of our physical stores.

Read more on our Return & refund page.

For hygiene reasons, underwear briefs, lingerie bodysuits and earrings cannot be returned unless faulty. All swimwear must have the hygiene strip still attached.

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.

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
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.

SLICE IT – 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.

 

Items bought in our online store cannot be returned in any of our physical stores.

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).

Delivery

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.

 

Your order will in most cases leave our warehouse on the working day after you have placed it, or earlier.

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 (1-2 working days) for an additional cost.

During holiday seasons and sale, delivery might take a little longer, so please remember to order as early as you can.

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. Follow the link to see all Online Exclusives

At & Other Stories we keep similar online stock as our stores.

In case you are unable to find an item at this time, please check back again soon as we continuously re-stock our products.

Discounts

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”.

Sizes and garments

Simply click on the link to view our Size guide.

You can read more under “Details” next to each product, and find out more about the different materials we use here.

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

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

Other questions

We maintain our website to be very responsive for smartphones, in order to provide the best possible shopping experience for our customers.

At the moment, we are happy with our current suppliers. In case we decide to change things up in the future, we would seek out collaborators that share our ambition – to offer a high quality assortment for our customers.

You can find us on Instagram, Facebook, Youtube, Twitter and Pinterest. We hope to see you there! 

Psst, we love when you inspire us with your personal style stories! Share your wardrobe treasures from & Other Stories on Instagram, mention @andotherstories in your caption, tag @andotherstories in your post or use hashtag #andotherstories to have a chance of being featured on stories.com.

Please reach out to the store in question. You can check our store locator to find the phone number, opening hours and address of all our stores.

We are always keeping an eye out for new locations. Follow us on Instagram, Facebook, Twitter or sign up to our newsletter to get the latest news on store openings.

In case you need a new password, simply click the ‘Forgot password?’ link when you are signing in. If this doesn’t work, please visit our Contact Us page.

We are always on the look for new talents to join our world. Go to our Career page to read more and apply for our open positions. Please note that our Customer Service team is unable to accept applications.

Feel free to contact us with details about your blog and we will see how we can assist you in the best way. You can also have a look at our Affiliates page.