And Other Stories Return Policy (UK): 30-Day Returns, £3 Fee & In-Store Options

Ordered something from & Other Stories and it’s not quite right? Maybe the fit feels off, the colour is different at home,
or the shoes just aren’t you. Their UK return policy is fairly clear: you usually have 30 days to send things back,
there’s a £3 return fee per order, and you can return many online orders in store as well as by post.

Below is a simple walkthrough of how & Other Stories returns work in the UK – time limits, methods, fees, exclusions and how refunds are handled.

Key Points at a Glance

• Return window: You have 30 days from receipt to return most items if something isn’t right.
• Return fee: A £3 fee per order is deducted from your refund when you send items back.
• Return methods (online orders):
  • By courier (InPost, Evri, UPS – depending on delivery type and location), and
  • For UK shoppers, to any & Other Stories store in the UK (with some limits).
• Sale items: Can be returned by post; cannot be returned in-store.
• Condition: Items must be clean, unworn, with all tags attached; shoes must be in their original boxes.
• Store purchases: Returned in store only; some categories such as underwear and swimwear bottoms, cosmetics, face masks, earrings and gift cards are not returnable for change of mind.
• Processing time: Returns can take up to 14 days to arrive and be handled; refunds follow after that.
• Repeated returns: If your account shows unusually high returns, & Other Stories may deactivate your account.

How Long You Have to Return

& Other Stories sets a clear standard:

• You have 30 days from the date you receive your order to return items you’re not happy with.
• That 30 days includes your legal UK “cooling-off” period for online shopping, plus extra days added by the brand.
• For in-store purchases, the same 30-day time frame applies for eligible items, starting from the purchase date.

As long as you hand your parcel to the carrier, or visit a store with your items, within that 30-day period and the goods meet the
condition rules, your return should be accepted under the standard policy.

Online vs In-Store Returns: Who Goes Where?

1. Returning Online Orders

• Online orders from Stories.com (UK) can be returned:
  • By post / courier using the official return options, and
  • To any & Other Stories store in the UK, if the items are eligible.
• You’ll need:
  • Your e-receipt or delivery note, and
  • The item(s) in clean, unworn condition with tags attached.
• Sale items: These cannot be returned in-store. You must send them back by post/courier instead.

2. Returning Store Purchases

If you bought something in an & Other Stories store:

• You must return it to one of their stores – not via the online returns warehouse.
• Take your original store receipt.
• Items must be clean, unworn and tagged.

Some store items can’t be returned at all for a simple change of mind (more on that below).

3. Items Bought on H&M.com

& Other Stories is part of the H&M group, but:

• Items bought on hm.com cannot be returned or exchanged by & Other Stories, either online or in store.
• Those must be sent back to H&M, following the return instructions in the H&M parcel.

How to Return an & Other Stories Online Order (UK)

Every parcel includes a return form. If you’ve lost it, you can print a new one from their customer-service page.

Step 1: Complete the Return Form

• Tick the item(s) you want to send back.
• Select a reason code for each item (wrong size, didn’t suit, etc.).
• If you’re returning items from more than one order in the same box, include all relevant return forms inside.

Step 2: Pack Your Items

• Use the original packaging or a sturdy alternative.
• Check that items are:
  • Clean and unworn
  • With all tags attached
  • For shoes: in their original shoe boxes
• Seal the parcel securely so it doesn’t open during transit.

Step 3: Understand the Condition Rules

• Faulty items can always be returned.
• Non-faulty items that are:
  • Used or clearly worn,
  • Washed,
  • Soiled or stained, or
  • Damaged after delivery

  will not be refunded and may be sent back to you.

Step 4: Know the Return Fee

• For UK orders, a £3 return fee per order is deducted from your refund.
• This fee applies even if you return several items from the same order together in one parcel.
• If you send back items from multiple orders together, the fee is still calculated per order, not per box.

Step 5: Choose a Return Method (England, Wales & Scotland)

InPost Locker / Shop

• Create a QR code via the InPost Returns Portal (linked from the & Other Stories returns page).
• Take the parcel to your nearest InPost locker or shop.
• No label is needed – InPost will attach it when they collect your parcel.

Evri Drop-Off

• Take your parcel to your nearest Evri ParcelShop.
• Use the Evri return label provided, or generate a new one using your order number and address.
• You’ll receive a drop-off receipt so you can track your return.

Evri Drop-Off or Home Collection

• Attach the Evri return label to your parcel.
• Either:
  • Drop it off at a ParcelShop, or
  • Arrange a home collection through Evri.
• Keep the tracking receipt until your refund is confirmed.
• If you’ve misplaced the label, there is a link on the returns page to generate a new one.

UPS (Express Delivery Orders)

• If your order was delivered via UPS Express, it must be returned through UPS.
• Register your return using the UPS link provided, to generate a UPS return label.
• Choose between:
  • Dropping off at a UPS Access Point, or
  • Booking a home collection.

Return Options for Northern Ireland

• All returns from Northern Ireland must be sent via UPS.
• Use the UPS registration link to create a return label.
• When prompted, use your order number that starts with “E” (shown on your return note).
• Drop the parcel at a UPS Access Point or arrange a collection.

For every method, always keep proof of posting or collection until your refund reaches your account.

Returning an Online Order in an & Other Stories Store (UK)

If you prefer dealing with a person face-to-face, you can bring many online orders back to a UK store.

• You can return your online order at any & Other Stories store in the UK.
• You’ll need:
  • Your e-receipt or delivery note, and
  • The item(s) you wish to return.
• The store team will process your refund using the same payment method you used online.
• Important: Sale items cannot be returned in-store – they must go back via post/courier.
• Products bought from other websites (like hm.com or third-party platforms) cannot be returned to & Other Stories stores.

Returning Store Purchases in the UK

For items bought in one of their shops:

• Return your purchase to an & Other Stories store, ideally in the same country.
• Bring your original receipt.
• Items must be clean, unworn, and with all tags attached.

The policy also highlights a list of items that cannot be returned for change of mind when bought in store:

• Underwear and swimwear bottoms
• Cosmetics
• Face masks
• Earrings
• Gift cards

These restrictions mainly exist for hygiene and fraud-prevention reasons. Faulty goods are treated differently and can still be taken back.

Dangerous Goods: Nail Polish, Perfume & Similar Items

Some beauty products are classified as “dangerous goods” for transport, such as:

• Nail polish
• Certain perfumes
• Nail polish remover
• Pressurised spray cans

When returning these:

• They must be packed in a box with an LQ Dangerous Goods label.
• If you use the original packaging, the label is usually already there.
• If you use another box or the label is damaged, you should print a new label from the link on their returns page.
• Fill the box with padding so the product doesn’t move around.
• If you later use the box for items without dangerous goods, remove the label.

Refunds: How and When You Get Your Money Back

Once you’ve sent items back or handed them in at a store, your part is done. Here’s what happens next:

• & Other Stories says returns can take up to 14 days from the date you send them for the parcel to be received and processed.
• During busy times (sales, Christmas, etc.), it can take a little longer.
• After your return is processed, you receive a confirmation email.
• Refunds are issued to the same payment method you used for your order:
  • Card payments go back to the same card.
  • PayPal refunds are processed via your PayPal account.
  • Klarna (Pay Now / Pay Later) updates your balance and payments once the return is handled.
• A £3 return fee per order is deducted from the refund amount.

If you send back the entire order within your legal cancellation period, your refund should normally include the product
value and the cost of standard delivery, minus the return fee. If only part of the order is returned, the original delivery charge is
usually not refunded.

Repeated Returns & Account Restrictions

& Other Stories mentions that while they offer a flexible returns policy, they also monitor how it’s used:

• If they notice an unusually high rate of returns, or suspect that purchases are being made for resale, they may:
  • Deactivate your account or
  • Place certain limits on future orders.
• If this happens and you think it’s wrong, you’re encouraged to contact their Customer Care team to review the situation.

Faulty, Damaged or Incorrect Items

Everything above mainly covers change-of-mind returns. If something is actually wrong with your order, your rights are stronger.

• If an item is faulty, damaged or not what you ordered:
  • Mark it as faulty/incorrect on the return form, and/or
  • Contact Customer Care with your order number and photos.
• Once they confirm the issue, usual outcomes are:
  • A full refund, or
  • Support with ordering a replacement if stock is available.
• For genuine faults or shipping mistakes, you should not be left covering return costs when you follow their instructions.

Your normal UK consumer rights (for example, the right to reject faulty goods within a short time) always sit alongside the store policy.

Quick & Other Stories UK Returns FAQ

• How long do I have to return?
  You have 30 days from receiving your order to return most items, as long as they’re clean, unworn and have all tags attached.
• How much does a return cost?
  A £3 return fee per order is deducted from your refund for UK returns.
• Can I return my online order to a UK store?
  Yes, you can return eligible online orders at any & Other Stories store in the UK with your e-receipt or delivery note.
  Sale items, though, must be returned by post/courier instead.
• Can I return store purchases by post?
  No. Items bought in store need to be returned to a store, not through the online returns warehouse.
• Are underwear and cosmetics returnable?
  Underwear and swimwear bottoms, cosmetics, face masks and earrings bought in store are not returnable for change of mind.
  Some hygiene-sensitive items bought online may only be returnable if unopened or faulty.
• How long will my refund take?
  It can take up to 14 days from the day you send your return for & Other Stories to receive and process it,
  and then a few extra working days for your bank or payment provider to show the money.

Summary

In short, & Other Stories gives UK shoppers a 30-day return window with a straightforward system: fill in the return form,
pack items carefully, choose a courier method or head to a store, and keep your proof of return. As long as your items are clean,
unworn and on time – and you remember the £3 per-order return fee – getting a refund is usually smooth and predictable.