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Dear friends,

We hope that this message finds you and your loved ones healthy and safe.

These are challenging times for all of us, and we want to reassure you that we are taking all necessary steps to follow the World Health Organization and local authorities’ guidelines. Our priority is the safety of our customers and employees.

Thank you for your patience and your support as we navigate the next few weeks together.

Sincerely,
& Other Stories

Q: Is my local store currently open? 
A: In some markets, our stores are currently closed. Please take a look at our Store Locator to find the most up to date information regarding opening hours. 

Q: What is your instore returns policy during this period?
A: Please head to our return & refund page and choose your market for further information regarding store returns. For updated information on opening hours, you may check with our store locator tool.

Q: What measures have you taken in the stores that are open? 
 A:Our main focus has been to make sure the stores are safe and clean for both customers and our colleagues. We are conducting extensive cleaning in the stores and are effectively keeping all commonly touched areas and equipment clean and disinfected. We are closely monitoring the guidelines from the local authorities as well as the World Health Organization and adapt accordingly. We have also temporarily closed some of our fitting rooms.

Q: Can I return the garments I purchased in store using your online returns service?  
A: Unfortunately, we do not accept returns of garments purchased in store through our online returns service. 

Q: Can I recycle textiles and empty beauty packaging in your stores as usual?
Due to Covid-19 our recycling initiative is closed in some markets at the moment. Please check with your local store for current information.

Q: I received a recycling discount in store, can I use this online?
A: Unfortunately, this discount is not valid online. However, don’t worry! We have extended the redemption date to 90 days after our stores re-open.

Q: Will your website remain open for online orders? 
A: We’re currently open at stories.com. We will be sure to communicate any changes to regular service or deliveries.

Q: Will my order from online be delivered on time?
A: We are currently operating with usual delivery times from our warehouses. It is our aim to continue service our customers whilst ensuring the safety and wellbeing of our team. Should we expect any extended delays you will receive an email directly from us to let you know.

Q: What is your online returns policy during this period? 
A: To us, no order is complete until you are fully satisfied, this is why we make returns FREE and easy. If something isn’t quite right, you have 30 days to return.

Q: How will my online orders be delivered safely? 
A: Our couriers are working hard to adapt during this time. They will maintain a safe distance when delivering parcels and signing for parcels is no longer necessary. You can also choose a safe place location for your delivery. 

Q: Will my order be clean of virus transmission?
A: At our distribution centers the wellbeing of our team is our top priority. We have taken several steps in our facilities to ensure they are safe working environments for our team and are following all guidelines and recommendations. All packages arriving from Stories are wrapped in ecofriendly plastic to ensure the utmost hygiene.

Q: How are you keeping your warehouse staff safe?
A: We have taken increased measures in all our warehouses to ensure the safety and wellbeing of both our staff and customers, including providing all staff with hand sanitizer, as well as protective gloves, and have implemented healthy distance guidelines and enhanced cleaning routines.

Q: How are & Other Stories and the H&M Group helping their community during the COVID-19 pandemic?
A: In support of the incredible medical teams around the world our company, the H&M Group, is taking action. As a first step, our global supply-chain are preparing the production of masks for healthcare workers. You can find out more about this initiative here.

Q: How do I get in touch with Customer service?
A: Details for our Customer service team can be found here.
We are currently busier than usual, and our responses may take longer than normal but our team are working hard to assist with every enquiry and will get back to you as soon as possible. We thank you for your patience.