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A Complete Guide to & Other Stories Returns

Everything you need to know.

Last Updated on April 19, 2023

As a seasoned online shopper, I’ve had my fair share of experiences with returning orders, so let’s delve into one of my favourite high street brands—& Other Stories.

Online shopping can be such a rollercoaster. You get all excited waiting for your package to arrive, but when it finally does, it can be a total letdown because the size or fit is all wrong, and you’re left with the minefield of return policies information to read.

When it comes to return policies in the UK, it’s crucial to read the terms and conditions carefully. Retailers can have varying policies, ranging from free returns to charging fees for returns.

Some have generous policies that make returning items a breeze, while others can be more restrictive and make the process a bit more challenging. 

Photo of a & Other Stories models
& Other Stories

I’ve been a fan of the & Other Stories for years, and I’ve gained a wealth of knowledge in my time as a shopper, from the best times to shop for deals to working out the sizing of their jeans.

As a result, I’m going to share everything I’ve learned, so you too can get the most out of your shopping experience. 

Wear Next may receive a small commission if you click a link from one of our articles onto a retail website and make a purchase.

Is it possible to return items to & Other Stories?

Indeed, according to & Other Stories’ return and refund policy, they emphasise that an order is not considered complete until customers are content with their items. They also claim that their return process is designed to be straightforward and user-friendly.

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Sindiso Khumalo & Other Stories
& Other Stories

Does & Other Stories have free returns?

Yep. Unlike Zara, Stories offer a free and easy return process within 30 days of receipt.

If a customer changes their mind, they are welcome to send the order back. The refund will be processed within two weeks following the return date.

However it is essential to ensure that the items are sent back in a clean, unworn state with all tags still attached.

How do I return an item to & Other Stories in store?

To return an item to & Other Stories, you can either return it to a store or online. 

If you return the item to a store, bring the original receipt and the item(s) you wish to return to any & Other Stories stores in the UK. 

It is important to note that items purchased on websites other than stories.com cannot be returned to their stores. So, & Other Stories items purchased from H&M’s website cannot be returned to & Other Stories. 

How do I return an online order?

If you choose to return the item via post, you can follow the following steps:

  • Log in to the returns portal using the order number (found on your order confirmation) and postcode.
  • Select the item(s) you want to return and the reason for returning them.
  • Choose a return option, such as Royal Mail drop-off, Evri drop-off or home collection, or UPS drop-off or home collection.
  • Once your return is registered, print the return label and attach it to your parcel. Include all relevant return notes in the parcel.
  • Return the parcel via the selected return option.

Then, wait for the refund!

After you have returned the item, & Other Stories will process the return within 14 days. Customers who paid with Klarna will receive their refund information directly from Klarna, while PayPal customers can expect to receive their refund within 14 days after the return is processed.

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Babydoll Tied Sleeve Detail Dress from & Other Stories
& Other Stories

Who pays for return shipping?

& Other Stories covers the return shipping, but you are responsible for the return until the parcel reaches them. It is recommended that you ask for proof of postage to ensure you have evidence of the return in case it gets lost.

& Other Stories aims to process returns within three weeks of receiving them, and customers will receive a confirmation email once the return has been processed.

Do I need a receipt to return an online order?

It is highly recommended that customers include a copy of the delivery note or E-receipt in the parcel when returning an online order. 

This helps to ensure that the return is processed smoothly and without any delays. Additionally, it is always a good idea to keep a copy of the receipt or delivery note for your own records.

What items can’t be returned?

Defective items are eligible for returns, but items that are not faulty, but not in a suitable condition for resale (such as used, washed, soiled, or damaged items) will not be refunded and will be sent back to the customer.

You also can’t return earrings due to hygiene reasons.

Can I cancel & Other Stories order?

From what I can tell, you can’t cancel your & Other Stories order. You have to wait for it to arrive, then return it.

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How do I contact customer service & Other Stories?

You can contact customer services via Facebook, Instagram, Live Chat on their website or phone at 020 7660 3006.

Customer service is available from Monday to Friday, 08:00 – 21:00 GMT, Saturday 09:00 – 18:00 GMT, and Sunday 09:00 – 17:00 GMT. Outside of these hours, customers can contact & Other Stories via email at customerservice.uk@stories.com.

For customers in the UK, & Other Stories advises to contact Klarna for payment inquiries.

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