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.
How to return
1. Tear off the return form and fill in the code that best explains the reason for your return.
2. Place the Return form together with the item(s) you wish to return in the original packaging where possible.
3. Visit UPS to book your return and print out a return label and schedule a pick up. Please make sure you use the order number that starts with 'E' when you book a return with UPS. You will find the 'E' order number on the returns not.
When we have processed the return you will receive a confirmation email. You can expect this within 14 days of sending your return back to us. Be sure to keep hold of your receipt in the meantime.
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.