& Other Stories Return Policy: 2026 Refund Guide
Shopping for high-street fashion should be fun, but sometimes an item just does not fit right or look the way you expected. When that happens, understanding the and other stories return policy can save you time, money, and a lot of frustration. Nobody wants to be stuck with a $5.95 surprise fee or miss a strict deadline for a refund.
Whether you bought a new blazer online or picked up skincare at a local boutique, this comprehensive guide covers everything you need to know. We will walk you through the standard return window, the exact condition your items need to be in, how to handle the shipping fees, and the step-by-step process for getting your money back.
Note: The information in this guide is based on the latest available policy data and has been verified for 2025–2026. Retail rules can occasionally change, so it is always a good idea to keep your receipts.
Overview of the & Other Stories Return Policy
To make things easy, here is a quick summary of how returns work at & Other Stories. This table gives you the most important rules at a glance before we dive into the specific details.
| Topic | Details |
|---|---|
| Return Window | 30 days from the date of delivery (online) or purchase (in-store) |
| Eligible Items | Must be unworn, unwashed, with all original tags attached |
| Return Methods | In-store drop-off, online mail-in portal, or partner drop-off locations |
| Refund Methods | Original payment method or store credit (for gift returns) |
| Non-returnable Items | Final sale, pierced earrings, opened cosmetics, used swimwear |
| Fees | $5.95 return shipping fee for mail-in returns; In-store returns are FREE |
Return Window & Eligibility Requirements
When returning items to & Other Stories, timing and item condition are the two most important factors for approval.
The 30-Day Rule
The standard return window for & Other Stories is strictly 30 days. However, the exact day this countdown starts depends on how you bought the item:
- Online Orders: Your 30 days begin on the exact date your package is delivered to your door.
- In-Store Purchases: Your 30 days begin on the date printed on your physical receipt.
It is highly recommended that you mail your item back or take it to a store a few days before the 30-day mark to ensure it is processed on time.
Condition Requirements for Approval
To get a full refund, your items must be in perfect, resellable condition. If an item looks worn, the warehouse or store associate will reject the return.
- Tags: All original tags must still be attached to the garment. Do not cut them off until you are sure you are keeping the item.
- Cleanliness: Items must be unwashed and free of makeup stains, deodorant marks, or strong odors like perfume.
- Shoes: Footwear must be returned in the original designer shoe box. Do not use the shoe box as the actual shipping box. Place it inside another bag or cardboard box to protect it.
- Sets: If you bought a matching set or a multi-pack, all pieces must be returned together.
How to Return Items to & Other Stories
Depending on how you made your purchase, you have a few options for sending items back. Using an in-store return is always the fastest and cheapest option, but an online return is highly convenient if you do not live near a boutique.
In-Store Returns (The Free Method)
This is the best way to return your items because it is completely free and you get your money processed immediately.
- Gather your unworn items with the tags still attached.
- Find your proof of purchase. For online orders, pull up the shipping confirmation email on your phone (look for the QR code). For store purchases, bring your paper receipt.
- Visit any official & Other Stories boutique in your country. (Note: You cannot return these items to an H&M store, even though they are owned by the same parent company).
- The store associate will scan your receipt or QR code and issue the refund directly to your original card.
Online Returns via Mail
If you prefer to mail your items back, & Other Stories uses a digital portal to make the process smoother. Be aware that a shipping fee will apply.
- Go to the official & Other Stories website and open the Return Portal.
- Enter your order number and the email address used to make the purchase.
- Select the items you want to return and choose a reason from the drop-down menu.
- Download the prepaid digital QR code or print the physical shipping label.
- Pack your items securely. You can reuse the original eco-friendly bag to help the environment. Be sure to include the packing slip inside.
- Drop the package off at the designated carrier location (usually UPS or FedEx in the US, or Royal Mail/EVRI in the UK).
Drop-Off Locations and Paperless Returns
In many regions, & Other Stories has transitioned to paperless returns. This means you do not need to own a printer to send an item back. Once you register your return online, you simply take the sealed package to a carrier location, show the QR code on your phone, and the clerk will print and attach the label for you.
Refund Methods & Processing Time
Waiting for your money to come back can be stressful, but the and other stories refund policy is very straightforward.
Your refund method will always match the way you originally paid. If you used a Visa card, the money goes back to that Visa card. If you used PayPal, it returns to your PayPal account.
How Long Does a Refund Take?
When you mail an item back, you have to factor in transit time.
- Transit: It takes about 3 to 5 days for your package to reach the & Other Stories warehouse.
- Processing Time: Once the warehouse receives it, their team takes 7 to 14 business days to inspect the items and approve the refund.
- Bank Delays: After the brand releases the funds, your bank or credit card company may take an additional 3 to 5 business days to post the money to your account.
What if I used Klarna or Afterpay?
Fashion shoppers frequently use "Buy Now, Pay Later" services. If you used Klarna, the best thing to do is log into the Klarna app and report your return. This pauses your upcoming payments. Once & Other Stories processes the return, Klarna will automatically adjust your balance and refund any installments you have already paid.
& Other Stories Exchange Policy
If you ordered a sweater and realized you need a larger size, you might be looking for the exchange policy.
Currently, & Other Stories only processes direct exchanges inside their physical boutiques. If you bring an item into a store, the staff can quickly swap it for a different size or color. Best of all, if you bought the item on sale and the sale has since ended, they will usually honor the original price for a direct size swap.
However, they do not offer exchanges through the mail. If you need a new size and cannot get to a store, you must return the original item for a refund and place a brand new order on the website.
For shoppers curious about how other fashion retailers handle sizing swaps, the That's So Fetch return policy offers a helpful comparison on online-only exchanges.
Non-Returnable or Restricted Items
Like most high-end retailers, & Other Stories has strict hygiene rules. For health and safety reasons, there are several non-returnable items that you cannot send back under any circumstances.
- Final Sale: Any items marked clearly as "Final Sale" during massive clearance events are yours to keep.
- Pierced Earrings: For sanitary reasons, earrings for pierced ears cannot be returned.
- Swimwear and Underwear: You can only return swimwear or underwear if the protective plastic hygiene seal is completely intact and undisturbed. If the sticker is removed or reapplied, the return will be rejected.
- Cosmetics and Skincare: Beauty items must remain unopened, unused, and completely sealed in their original plastic wrapping.
- Gift Cards: Digital and physical gift cards cannot be returned or exchanged for cash.
If you frequently buy cosmetics or fashion accessories, you will find similar strict hygiene rules at other stylish boutiques. For example, the Akira return policy also heavily restricts jewelry and intimate apparel returns.
Fees, Deductions & Exceptions
Nobody likes hidden fees. Knowing what to expect can help you plan your returns better.
Return Shipping Costs
& Other Stories does not charge a restocking fee for putting items back on the shelf. However, if you mail an item back, they do charge for return shipping. A fee of $5.95 (or £2.95 in the UK) will be automatically deducted from your final refund amount.
Pro Tip: You can avoid this fee entirely by taking your online order to a local boutique for a free in-store return.
Faulty or Damaged Goods
If an item arrives damaged or defective, you are not responsible for the return shipping fee. However, it is vital that you contact customer service before you mail it back. If you just send it through the portal, the system may automatically deduct the $5.95. Reach out to support so they can waive the fee and note the damage on your account.
& Other Stories Holiday Return Policy
During the busy winter months, a standard 30-day window is not always enough time for gift-giving. Fortunately, the brand offers a generous holiday return policy.
Typically, any items purchased between mid-November and late December are eligible for an extended return window. These items can usually be returned all the way until January 31st of the following year.
This gives shoppers plenty of time to exchange unwanted gifts after the New Year. Just remember to check the brand’s homepage in November, as the exact start dates for the holiday extension can shift slightly from year to year.
Customer Support & Contact Information
If you lose your return label, receive the wrong item, or need to dispute a rejected return, reaching out to customer support is your best bet.
- Phone (US): 1-855-827-7030
- Phone (UK): +44 20 3355 1000
- Email: info@stories.com
- Live Chat: Available directly on the "Contact Us" page on their website.
- Operating Hours: Monday through Friday, 9:00 AM to 9:00 PM EST. (Weekend hours are slightly shorter, typically 10:00 AM to 6:00 PM EST).
Using the live chat feature is generally the fastest way to get a new return shipping QR code generated if you misplace yours.
Frequently Asked Questions (FAQ)
Can I return items to & Other Stories without a receipt?
When dealing with no-receipt returns, the rules are strict. If you bought the item in a store and lost the paper receipt, the store may refuse the return. Sometimes, at the manager's discretion, they might offer store credit at the current selling price, but this is rare. If you bought it online, you can always pull up your digital order confirmation on your phone as proof of purchase.
How long does a refund from & Other Stories take?
From the day you drop your package in the mail, it can take up to 14 business days for the warehouse to receive and process your items. After that, your bank will take another 3 to 5 days to reflect the funds on your statement.
Can I return online orders in-store at & Other Stories?
Yes! In fact, returning your online order to a physical boutique is the best method. It is completely free, saving you the $5.95 shipping deduction, and your refund is processed much faster.
Can I return my & Other Stories order to an H&M store?
No. Even though & Other Stories is owned by the H&M Group, they operate on completely different inventory and computer systems. You cannot return & Other Stories items to H&M, COS, or any other sister brand.
What items are non-returnable at & Other Stories?
You cannot return pierced earrings, opened cosmetics, used skincare, or items marked as "Final Sale." Swimwear and underwear are only returnable if the original hygiene sticker is fully intact.
Does & Other Stories charge a restocking fee?
No, the brand does not charge a restocking penalty. However, they do deduct a $5.95 return shipping fee if you use their prepaid label to mail your items back to the warehouse.
(For a look at how discount retailers handle returns without shipping fees, check out the Ross return policy).
How do I return a damaged or wrong item?
If you receive a damaged garment or the wrong size, contact customer service immediately via phone or live chat. Take photos of the damage. Support will provide a special return label so you are not incorrectly charged the $5.95 mail-in fee.
Can I return a gift to & Other Stories?
Yes. If you have a physical gift receipt, you can take the item to a store and receive store credit for the value of the item. If you return a gift through the online mail portal without a gift receipt, the refund will automatically go back to the original purchaser's credit card.
Does & Other Stories offer price adjustments?
No. If you purchase a dress for full price and it goes on sale the next week, the brand will not refund you the difference. If you are within the 30-day window, you could technically return the unworn item and rebuy it at the lower price, but remember to factor in the $5.95 shipping fee if returning by mail.
Final Thoughts on the & Other Stories Refund Policy
The and other stories return policy is standard for the modern fashion industry. By giving shoppers 30 days to make a decision, they provide plenty of time to try things on at home. To have the best experience, always keep your original tags attached, save your digital receipts, and try to make your returns at a physical boutique to avoid that pesky $5.95 shipping fee.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official & Other Stories website or with your local store. Information verified April 2026.
Found this helpful? Bookmark this page for the latest & Other Stories return policy updates and check our other retailer guides on TheReturnGuide.com before your next purchase!
