How can we help you?
Return & refund
To us, no order is complete until you are fully satisfied. If something isn’t quite right, you have 30 days to return. It costs 25 USD to make a return. This charge will be deducted from your refund. We’ll process your refund by the same method you used to pay within 14 days after your returned item(s) is received at our warehouse.
Please note, order processing and returns may take longer than usual right now. We’re working as fast as we can to get everything ready for you, and we will let you know by email when it’s on the way. Thank you for your patience during this difficult time.
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.