An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock. If this is not the case, please give us a call and we will do all we can to help. In most cases if an item is out of stock we will contact you by telephone to inform you first.

All packages are recorded for weight before they leave. We also have the weight recorded just before delivery is made, so we are able to track that the correct amount of items are in the package.

Pre order simply is when you are able to Pre purchase an item we release for early selling. Usually applicable to products that are in high demand and low in quantity. Your credit card will be charged and the ordered item is reserved for you until we receive delivery. 

Please read carefully the product description about expected delivery dates. All expected dates are provided to us by the supplying brand, sometimes delays can occur, in which case you can request a refund or cancel your order before we have dispatched the product to you.

For any further details regarding Pre-Orders please call us:

Tel - 0208 735 1801 Mon-Sat 10am to  6pm

At Stuarts London we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This is a very simple process and will ensure you can quickly and safely make orders. Once you have created your account, browse the site; either using the categories listed down the side, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

If your order is successful you will receive an automated email to confirm your order has been received, and is being processing. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched

Our website is 99% up to date with stock levels. The website will not allow you to buy a product if the stock is not available. However in very rare cases some stock level inventory may be incorrect. This is usually due to the item missing from the warehouse or two orders for the same "last" items are submitted at the same time. If you would like to make sure in advance that stock level is correct then please email Customerservices@StuartsLondon.com or simply phone one of our sales advisors on +44 (0) 208 735 1801

We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible.

When changing the ordered items please call us or email us as soon as possible so we can ammend the order. If we have already dispatched the order, then we will have to wait until you return the items back to us treat it as an exchange.

A cancellation must be notified to us in writing within 30 days. You have the right to cancel before you recieve your order. However If you have received your purchased items, opened the package and then decide you would like to cancel the order, we will not be able to offer you the 'right to cancel'.  

More information on making a return can be found within our returns policy Click Here.

Please note if the cancelled item is already on the way to you via a courier and you have notified us in accordance to the Distance selling regulations, we request you send our goods back before we can refund you. You are in full right to a refund of the product, but we are also in the right to charge a postage and packaging fee of our "costs incurred".

If you are cancelling your purchase you can aslo opt to not accepting it from the courier as it will make it's way back to us. However there is no set time on how long it takes, so if you need a quick refund on your cancellation then accept the parcel and arrange your own suitable method of return.

Please call us prior to returning back the package, incase we can organise a collection for the Cancelled order.

This depends on the type of code you have received; you will be made aware of this upon receipt of your code.

This should never be a problem, simply give us a call on +44(0)208 735 1801, and providing the code is valid we will refund you the variance.

If an order has not arrived when you were expecting it, we recommend first checking the email account your Stuarts London account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, contact the web team on +44(0)208 735 1801 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help.

If in an unfortunate circumstance your purchased item falls in to our sale or any promotional offer within 5 working days of your purchase date we will refund the difference by placing funds into your Stuarts London e-wallet in your account to use at your convienece. We reserve the right to reduce the prices on any of our products without any prior notice.

If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been worn or washed.

If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.

We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.

Orders received by 4pm on a weekday will be shipped either the same day or the following day. Orders received at the weekend after 11am on Saturday and Sunday will be shipped out on Monday.

If this is not possible, or an item is out of stock, you will be notified by e-mail or phone.

A confirmation of shipping will always be sent once goods are dispatched with a tracking number and link to trace your parcel.

Deliveries are sent Tracked Royal mail or with DPD, a signature on delivery is required, and otherwise the driver will leave a card through your door so you can rearrange your re-delivery or pick up from nearest depo. Some larger and more expensive items may be sent by Express delivery service without notice.

In most cases please allow 48 hours for delivery unless you have purchased a service . Orders to British Isles, Southern Ireland please allow 3-4 working days.

A special Express Service is available for next day delivery if requested at a charge of £7.95  Week days only. Next-day delivery service can only be completed if the order(s) are received by 3pm. If an order is £100 or above then Next Day Tracked service by 5pm will be Free. (Saturday not guaranteed on next day tracked)

Saturday Special Delivery:
As we don't have a courier working on Sunday or any Bank Holidays, please expect your delivery for the next working day. On Saturday's please order before 11am if you require a next day delivery in order to reach the destination by Monday.
 
Please Note: We do dispatch to British Arm Forces, BFPO Addresses

For all services and delivery charges

please Click Here

Please note we offer a Free Delivery Service in the UK and most Worldwide destinations when you spend a certain amount to qualify for Free Delivery. 

Please note Terms and Conditions apply to Free Delivery when requesting a refund please be sure to read our returns policy.

On orders placed before 4pm we guarantee the item(s) will be dispatched the same day, via Royal Mail UK General time is 2-4 working days or sooner. All orders over £100 are delivered the Next working day (UK orders Only Mon-Fri) as long as we receive your order before 4pm. This is of course is dependent on payment and stock availability.

We do deliver on Saturday, so if your eligible for a next day service or paid for next day service, please use a delivery address where you can receive the parcel.

Any orders that are placed AFTER 4pm on Friday, will be dispatched on Saturday before 12pm.  Any deliveries requested or eligible for next day service ordered on Saturday after 12pm will be dispatched on Monday. (Excluding Bank Holidays)

We do not have any couriers working on Sunday.

For International Customers times scales can vary from destination to destination, however Federal Express delivery usually takes 2-3days working days on the Express service and Standard service can be 3-5 Working days.

Most international parcels are sent using Fed-Ex or Royal Mail if you want us to use a particular courier please call in and we can quote you an estimated  price and delivery time.

Yes, all deliveries are traceable.

Your tracking number can be found in your account area under "order history". Also a copy of your tracking number is will always emailed after items have been dispatched. Please also check your junk mail in case the email as filtered its self in to the that folder.

Login to your account here : Click here

Courier tracking numbers are only active and traceable 2-4 hours after the order have been dispatched from our warehouse. Collections happen approximately 4pm Mon-Fri.  Saturday collection is approx 12pm.

If you place your order AFTER 4pm on a Friday, your order will not be traceable until it has been collected from us, which is usually the next working day.

All orders placed before 4.00pm (GMT) will be shipped that day, dependent on payment and stock availability. You will receive a dispatch confirmation via email, sent to the email address on your online account or used at purchase. Also a copy of your tracking number will be in order history in your accounts area.

If Royal Mail are unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest Royal Mail depot. Royal Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection.

If a FED EX shipment can not be delivered, a card will be left and the courier will attempt re-delivery on the following working day. Following this, if delivery is still unsuccessful a card will be left and the goods returned to the depot, from here a collection or re-delivery can be arranged.

Royal Mail Special Delivery and FED EX requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us. However once a delivery is obtained at the address we cannot be held liable for packages misplaced or lost after the signature is recorded. Please make sure your select an address that you consider safe for delivery if you are unable to sign in person.

We can ship to BFPO addresses, please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.

We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders. Some Countries are not listed on our site due to the delivery rate being high. Please call us on 0044 (0) 208 735 1801 so we can quote you the price of delivery tou your country.

CLICK HERE TO VIEW OUR DELIVERY RATES SECTION

Any customs or import duties are charged once the parcel reaches it's destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our office, then the delivery address cannot be changed. Usually all first time orders are only shipped to the billing address.

Yes, please contact us via phone on +44(0)208 735 1801 to arrange a store collection. Please print off, and bring along your order confirmation, as we will require this as proof of purchase, valid identity, Credit Card used to make purchase and any Utility Bill with address that matched order confirmation. We do know this is a lot to ask for, but we need to protect our customers from potential fraud. Your postage will be refunded upon collection if incurred.

We use Royal Mail, FED EX, OCS and DPD to send all our orders. Delivery is dependent on the availability and we reserve the right to use third party courier in order to get your parcel to you on time.

If you would like more information on the type of courier we are going to use for your destination please contact customer services on Tel: +44208 735 1801 prior to us sending your parcel.

PLEASE NOTE THAT THE FOLLOWING ITEMS IN THE INTEREST OF HYGIENE CANNOT BE RETURNED. THIS APPLIES TO:

    PIERCED PRODUCTS
    HOSIERY
    SWIMWEAR
    UNDERWEAR
    COSMETIC PRODUCTS
    SUNGLASSES
    HEADPHONES

We will not be held responsible for lost or damaged goods sent by you, please ensure that you use a reputable courier (i.e. Royal Mail Special Delivery)

 
DO NOT REMOVE ANY ORIGINAL SWING TAGS, LABELS OR DAMAGE THE PACKAGING AS THIS WILL VOID ANY RIGHTS TO REFUND OR EXCHANGE.

PLEASE NOTE, Items being returned from outside EU must be CLEARLY MARKED on  the customs form & Outside of the package  " EXCHANGES" or "REFUND".


Any items of clothing returned with the smell of perfume or cologne will not be accepted.

 
Sale items are NOT refundable, and can only be exchanged or a credit-note as an e-voucher will be issued against the purchase.

Please note that if any item is bought on the website and goes into sale within 5 days of purchase we will refund the difference by e-wallet in your Stuarts London Account. We have the right to reduce prices or place items into promotional sale without any prior notice.

Returns will not be accepted on worn or misused goods. All original labels must be in tact. Any items we receive without authorization form will be sent back at a cost to you.

Returns and exchanges can also be made at the Stuarts store in Shepherds Bush, please retain your receipt and sales ID number. ( All exchanges within 28 days only online or in store)

Branch Address:

35-37 Uxbridge Road,

Shepherds Bush

London

W12 8LH

Tel: 0208 735 1801

UK Customers:

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS a contribution for our Postage & Packaging cost charged at a standard £3.95

(Only applies to orders where Stuarts London iniatlly offered and paid for a Delivery Service and offers it for Free with the condition that you are keeping your purchase.)

If you are returning an item for an exchange we will cover costs for sending the replacement item back to you Free of charge within the UK.  Free Exchanges within the UK will be offered within reason, 1st time exchange will not be charged, but we reserve the right to request a delivery fee if we need to exchange the same item(s) multiple times.

International Customers:

*Please note: Free Shipping can only be extended to those wishing to keep their purchase. If you are requesting a refund when returning  your order the free shipping offer will become void and we have the right to deduct our initial delivery cost incurred. This does not apply to refunds being requested on orders that are being returned where you have bought multiple items and are only returning part of your order which holds a value that still qualifies for a Free Delivery. (UK orders will be charged at £3.95 and International orders will be charged at the cost of service as per delivery rate for relevant country)

We are sorry that we cannot offer free exchanges to destinations outside the UK.

We do not reimburse the cost of you returning the item to us.

However in cases where the product is faulty due to manufacturing or any mistake made by us, we will refund you in full including any costs incurred to you within reason and once we validate your claim. Any Delivery charges we reimburse will be limited to a value of no more than our own suggested delivery rates.

If you decide once you receive the item that it is not as described or simply not to your liking we offer a full return and refund policy

(Excluding delivery charges).

Please download a returns form from the link below.

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For your convienince our returns form includes some key points from our returns policy but not all, so please read the returns policy in full carefully on the website so you don't encounter any surprises, you are unaware of, when making a return.  

DOWNLOAD A RETURNS FORM - CLICK HERE

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The Item must be returned back to us within 14 days from receipt of the item to exercise right to return when requesting a Refund or 28 days is given if you would like to exchange or receive a e-voucher.

When returning items please ensure that you send back items the same way as you would expect to receive them.
 
Please make sure items are carefully wrapped, so that they complete the return journey in tact.
 
Please return using recorded delivery postage or any courier of your choice as this will allow you to track your parcel back to us, as we are not liable for any missing/damaged parcels sent back to us. We do not refund your delivery cost incurred to send back an item to us.

We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44(0)208 735 1801 and check if we have received your return.

We aim to process any returns within 1-2 working days of receiving them.

As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed (working days), depending on your card issuer.

After your return has been processed, as long as we have the exchange items on stock you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 working days from us receiving the item.

In some cases we reserve the right to apply a restocking and handling fee, to cover bank charges or postage and packaging. Please refer to our Terms and Conditions for full details. In most cases we usually waiver this cost, but in cases when an item is specially ordered in on a "customer request" and then returned for a refund, additional charges may apply.

Please be sure to mark the Package Clearly "Product returned for Refund" or "Product returned for Exchange" on the outside of the Package before sending back.

Also please highlight this to the Courier you are using so they correctly fill out the paperwork on your behalf to make sure you avoid any charges and problems with UK customs.

We want the returned package to reach our given returns address and do not offer to pay any customs charges on your behalf if your parcel is stopped at the UK border because procedure was not followed correctly.

If you decide once you receive the item that it is not as described or simply not to your liking we offer a full return and refund policy. Please download a returns form from the link. Click Here

The Item must be returned back to us within 28 days from receipt to exercise right to return when requesting a Refund / Exchange / E-Wallet. (please read returns policy)

When returning items please ensure that you send back items the same way as you would expect to receive them.
 
Please make sure items are carefully wrapped, so that they complete the return journey in tact.
 
Please return using recorded delivery postage or any courier of your choice as this will allow you to track your parcel back to us, as we are not liable for any missing/damaged parcels sent back to us.

UK Customers:

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS a contribution for our Postage & Packaging cost charged at a standard £3.95 (Only applies to orders where we initially paid for your delivery and offered you a Free Delivery Service)

If you are returning an item for an exchange we will cover costs for sending the replacement item back to you Free of charge within the UK only. We are sorry that we cannot offer free exchanges to destinations outside the UK. Free Exchanges within the UK will be offered within reason, 1st time exchange will not be charged, but we reserve the right to request a delivery fee if we need to exchange the same item more than once.

We do not reimburse the cost of you returning the item to us. However in cases where the product is faulty due to manufacturing or any mistake made by us, we will refund you in full including any costs incurred to you within reason.

----------------------------------------------------

International Customers:

You will be required to pay and organise your own method of getting the products back to us securely. We do not refund your cost of delivery.

In cases when requesting a refund, you may be charged a delivery contribution , this only applies to orders where we originally paid the courier and but gave you a  free delivery because you spent over the qualifying amount. However that 'Free Delivery' becomes void when requesting a refund. Charges deducted will be calculated on our cost as displayed on the delivery rates page for your country. Exchanges will be charged as per normal delivery rate and we are sorry we cannot offer free exchanges to international customers.

We do not reimburse the cost of you returning the item to us. However in cases where the product is faulty due to manufacturing or any mistake made by us, we will refund you in full including any costs incurred to you within reason.

Unfortunately we cannot return the original Postage & Packaging charges paid by you or by us if you require a refund, so all refunds are MINUS this amount. The postage charge is a separate service that is completed. We do not profit from postage and keep our prices realistic to what the couriers charge us.

UK Customers:

Some orders that qualify for a free delivery can only be extended to customers wishing to keep or exchange the product. In the case of a refund the free delivery becomes void and a postage and packaging charge at a standard £3.95 will be deducted before a refund is issued. 

International Customers:

*Please note: Free Shipping can only be extended to those wishing to keep their purchase. If you are requesting a refund when returning  your order the free shipping offer will become void and we have the right to deduct our initial delivery cost incurred. This does not apply to refunds being requested on orders that are being returned where you have bought multiple items and are only returning part of your order which holds a value that still qualifies for a Free Delivery.

(UK orders will be charged at £3.95 and International orders will be charged at the cost of service as stated below).

f you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team either calling +44(0) 208 735 1801 or by e-mailing customerservices@stuartslondon.com

Telephone lines are open 10am - 6pm Monday to saturday only.

Yes, we are licensed stockists of all our products, and they are ALL 100% authentic.

With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email, or call our web team on +44(0)208 735 1801 and they will be happy to help. Please also note that when a product is out of stock, simply click the size and colour desired on the product page, and a text promt will appear. By clicking this the website will ask if you would like to be emailed when the item comes back into stock.

Due to the limited nature of some of the products we stock we can often sell out very quickly. We do Sometimes re-stock of classic or popular items, and if you would like to ask about a product, size or colour that is not shown, please email, or call our web team on +44(0)208 735  1801 and they will be happy to help.

Please note by clicking the size and colour on any product that are showing out of stock, this will promt the website to ask you if you need to be emailed back if and when the products come back into stock.

If you require any additional information on any of the products on our website please email, or call our web team on +44(0)208 735 1801 and they will try to provide you with all the information you require.

Unfortunately it is very difficult for us to know if and when something will go into sale. As a result if something does go down in price after you have purchased it, we are unable to refund the difference.

However we also like to keep our customers happy so if there is a price difference due to sale or a promotion with in 5 working days of your purchase, we will refund the difference as a credit note to your e-wallet on your request.

Yes, we accept valid Stuarts London Gift vouchers, both online and in-store. Online gift codes are only accepted for online orders, and store gift vouchers are only accepted in our retail store. We do not accept any Gift Vouchers other than our own official Stuarts London vouchers.

 If you have an account with us at Stuarts London and would like to use your loyality e-wallet balance in store please let us know before hand so we can authenticate your account, please bring valid ID in order to do this.

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details are encoded and encripted so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payment, to ensure the authenticity of each card payment. No creditcard details are stored on the website but simply passed on to the bank at time of purchase.

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as the order is placed.

We currently accept - Mastercard, VISA,  Solo, Switch / Maestro, Visa Debit, Delta and Electron for payments online. Also we do accept Paypal and Google Wallet.

We are more than happy to match the prices offered on our website to those of other online retailers in most instances. To ensure that our price matching is done fairly for all Stuarts London customers, we ask the following.

The product to be price matched:

• Must be full price and not subject to any promotion or sales offers.
• Must be available for anyone to buy. We will match the price shown online, not including any additional promotional/member discounts.
• Must be identical to the one listed on stuartslondon.com, and currently in-stock on both sites.

We will only price match UK registered companies.

Although we are more than happy to do so in almost all situations, we do reserve the right not to alter our listed price.
Price matches can not be offered after goods have been purchased.

To arrange a Price Match, call us on +44 (0)20 8735 1801 or email us at CustomerServices@stuartslondon.com before placing your order so we are able arrange your price match as quickly as possible.

We are Grewalz Partners trading as Stuarts London, based in West London. Our postal address is Stuarts London, 35-37 Uxbridge Road, Shepherds Bush, London, W12 8LH

Yes, and can be found at the same address as hightlighted above. To get directions from your location to us click here >>

STORE OPENING TIMES:

Mon - Saturday : 10am to 6pm

Sunday: Closed

Please note: We are usually closed on Bank-Holidays. Please phone before making a journey down on any national holiday to find out if we are open.

Tel: 020 8 735 1801

Everything we have online will be available in store too, please ask a member of staff if you don't see what you wanted. 

Address:

35-37 Uxbridge Road

Shepherds Bush

London

W12 8LH

No, but you are able to keep up to date on the website. We are currently working on getting a hardcopy ready which will include some of our brands. As stock levels change every day and new arrivals are recieved everyday the website is the best way to view up to date collections.

No, as a retail operation we do not wholesale any of our brands stocked.

Yes, please call us on +44(0)208 735 1801 any time between 10am-6pm Mon-Sat, we do sometimes experience a high volume of calls, as such please be patient if you can not get through straight away. Your call is important so please do leave a message on the switchboard. An operator will get the right person to call back to answer any question.

CustomerServices@stuartslondon.com is the email contact to use. This address is dedicated to queries regarding orders and purchases and will allow us to answer your questions as quickly as possible. We aim to answer all email within an hour of business working time. Alternatively we have a online Customer Service ticket system - this is a quick respose area and is updated throughout the day.

*Click here to leave a message now  Click Here - Online Customer Service*