Return & refund

How to return:

All returns via pick-up point/post will have a €4 return fee per order, which will be deducted from the total refunded amount. The refund will be made using the same method as the payment.

You can choose to return your parcel with DHL, Hermes or DPD, by using the return label you have in your parcel:

• We provide you with a multicarrier label, this means that with the return label included in the parcel, you can choose to return either with DHL, Hermes or DPD

• You will receive a Return Tracking number so you can follow the Status of your Return.

• In case you need a new return label, you can create a new one here.

• Please note that in case you create a new return label with the link above, you can return to DHL only. 

Note: For items purchased on other sites besides Stories.com, please contact their care team directly.

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 the return slip was missing, you can create a replacement label for DHL here.

Note: For items purchased on other sites besides Stories.com, please contact their care team directly.

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.

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.

MONTHLY – 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.

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.

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:

1. 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.

2. Fill the box with paper or filler so that the product sits securely.

3. 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.