Frequently asked questions
How do I request measurements for a product?
Measurement Requests
If you’d like specific measurements for an item, we’re happy to help.
Please email 📧 sales@stuartslondon.com with the following information:
- Product code (usually a five-digit number, e.g. 54233 – found on the product page)
- The measurements you need (for example: chest, length, waist, rise, leg opening, etc.)
OR
Please fill out our Measurement Request Form
Please note:
- Measurements are taken by hand and may vary slightly
- Requests are subject to item availability at the time of enquiry
- We aim to respond to measurement requests within 1–2 working days
- Measurement requests do not reserve or hold stock
Do you have a store and offer in-store collection?
Store Location & Opening Hours
Address
35 Uxbridge Road
Shepherds Bush
London
W12 8LH
Telephone
020 8749 4056
Opening Times
Monday: 10am - 6pm
Tuesday: 10am - 6pm
Wednesday: 10am - 4:30pm
Thursday: 10am - 6pm
Friday: 10am - 6pm
Saturday: 10am - 4:30pm
Sunday: Please check our Google page – hours may vary
Please note that not all items available online are stocked in-store.
We recommend calling ahead on 02087494056 to check availability before visiting.
T&Cs apply.
Click & Collect (In-Store Collection)
You can order online and collect your order in-store within 7 days of purchase.
When collecting your order, please bring:
- Your order confirmation email
- A valid photo ID
- The bank card used to place the order
For security reasons, orders cannot be collected by third parties.
Trying Items In-Store
If you try on your item in-store and decide it’s not suitable, we’re happy to offer a refund on the spot.
Once an item has been taken away from the store, our standard in-store returns and exchange policy will apply.
What should I do if there’s an issue with my order or delivery?
Order & Delivery Issues
Missing Item
If an item is missing from your order, it may be because it was out of stock at the time of dispatch. In this case, we will have contacted you by email or phone, and a refund will be issued for the unavailable item.
If you haven’t received any communication from us, please contact our team within 7 days of receiving your parcel.
📞 0203 905 5552
📧 sales@stuartslondon.com
Please quote your order reference number (WEB******).
All parcels are weighed, recorded, and monitored by CCTV during packing. Dispatch and depot weights are tracked to confirm that the correct items were included before leaving our warehouse.
Tampered Package
If your parcel appears to have been opened or resealed, please refuse delivery and do not sign for it.
Unfortunately, claims for missing items cannot be accepted once a parcel has been signed for.
If you believe your parcel was tampered with after delivery, contact us immediately by phone or email with supporting photos of the parcel before opening. We will begin an investigation and can provide supporting evidence should you wish to escalate the issue with Trading Standards.
Please note: We cannot be held responsible for parcels once they have been signed for.
Wrong Item Received
If you’ve received an incorrect item, please contact us as soon as possible.
Once confirmed, we’ll issue a free returns label so you can send the item back.
If the correct item is no longer available, we’ll be in touch to arrange a refund or suitable alternative.
Faulty Item
If your order contains a faulty item, please notify our Sales Team within 7 days of receiving your parcel.
Once the item is returned and inspected, we will either:
- Replace it with the same item
- Offer a suitable alternative
- Issue a refund
- In some cases, send the item to the manufacturer for repair
Please note:
- Faulty claims are not valid for items that have been worn, washed or altered
- Please use a secure, tracked standard delivery service when returning faulty items if a free returns label is not applicable for your country
Product Appearance
Brands may occasionally make minor design or material updates between seasons. These changes are part of ongoing improvements and do not constitute a fault.
Please also be aware that screen settings and lighting can affect how colours appear online. Actual product colours and tones may vary slightly depending on your device/photo editing.
Customs & Import Charges
Customs duties and import charges are applied once a parcel reaches its destination country and are the responsibility of the recipient.
Unfortunately, we have no control over these charges, as they vary by country. We recommend contacting your local customs office for the most up-to-date information before placing an order.
We also provide a customs duty calculator to offer an estimated cost — available here.
USA customers:
Tax and VAT are now applied at checkout to avoid unexpected charges once your parcel arrives.
Do you offer price adjustments if an item goes on sale?
Price Adjustment Policy
If an item you’ve purchased goes on sale or promotion within 5 days of your purchase date, we’ll refund the price difference to your original payment method.
Please note:
- Prices may be adjusted or reduced at any time without prior notice
- This policy does not apply to major seasonal sales, including:
Winter Sale (Boxing Day)
Summer Sale - Exclusions apply to both online and in-store promotions
Can I change or cancel my order after placing it?
Order Changes & Cancellations
If you’d like to change or cancel your order, please contact us as soon as possible.
📞 0203 905 5552
📧 sales@stuartslondon.com
We’ll do our best to make changes before your order is packed or dispatched.
If your order has already been dispatched, we’ll need to wait for the item(s) to be returned to us before processing a refund or exchange.
Please note: UK customers are entitled to one free exchange per order.
Orders Already in Transit
If your cancellation request is made after dispatch, you are still entitled to a refund under Distance Selling Regulations.
However:
- Items must be returned to us before a refund can be processed
- We reserve the right to deduct delivery and packaging costs, including any additional courier fees incurred
- You may refuse delivery with the courier so the parcel is returned to us, but please note this may delay processing times
Delivery & Shipping Information
What couriers do you use?
We use Royal Mail, DPD, and DHL for our deliveries.
Courier selection depends on the destination, service availability, and delivery speed.
In some cases, we may use a trusted third-party courier to ensure your parcel arrives as quickly and safely as possible.
We are not able to use any other couriers.
Do you deliver to my country?
We deliver to all countries worldwide if the logistics company is able to.
Shipping costs are automatically calculated at checkout based on your location. Delivery times vary depending on destination.
If your country is not listed, please contact us for a custom shipping quote:
📞 +44 (0)203 905 5552
📧 sales@stuartslondon.com
Customs & Import Charges (Outside the UK)
Please note that we cannot:
- Devalue invoices
- Mark parcels as “gifts”
Customs duties and import taxes are applied once a parcel reaches its destination country and must be paid by the recipient. These charges vary by country and are outside of our control.
To avoid unexpected fees, we recommend checking with your local customs authority before placing an order.
Why is my parcel delayed?
We’re sorry if your delivery is taking longer than expected.
Please email sales@stuartslondon.com quoting your order number (WEB******), and our team will be happy to check this for you.
Please note: Estimated delivery times are not guaranteed and do not include potential customs delays or local courier disruptions.
Can I change my delivery address?
You may enter a different delivery address to your billing address at checkout.
However, for security reasons:
- We may need to verify your details before dispatch
- Some orders may only be shipped to the billing address
If you’ve made an error, please contact us immediately. Once an order has been dispatched, delivery addresses cannot be changed.
*Orders placed by phone must be delivered to the billing address only.
Can someone else sign for my parcel?
Yes. Couriers such as Royal Mail, DPD, and DHL may require a signature, but it does not need to be from the named addressee.
Any signature obtained at the delivery address is treated as proof of delivery.
Please note:
- Once a parcel has been signed for, we cannot accept responsibility for loss or misplacement
- If using a work address, delivery is at your own risk
- We are not liable for parcels signed for by reception staff, colleagues, or mailrooms
We recommend choosing a secure delivery address and providing clear delivery instructions where possible.
What happens if my parcel is delivered in a safe place/ to a neighbour?
- DPD and Royal Mail both reserve the right to deliver to a safe place or a neighbour if you are not in to sign for the parcel at the time of delivery.
UK Delivery information
Standard & Next Day Delivery
- Order by 3pm (Monday–Friday) for next working day delivery options
- Orders placed after 11:30am on Saturday will be dispatched the following Monday
- Please note we do not offer same day deliveries services, we do partner with NIFT who can offer same day services with products sold on our website
NIFT - Deliveries to the British Isles and Southern Ireland may take 3–4 working days
Order Processing & Tracking
- Once your order is placed, you’ll receive an order confirmation email
- After dispatch, a tracking number will be sent so you can follow your delivery
- Orders are shipped via Royal Mail Tracked/ DPD/DHL depending on the delivery service selected
- A signature may be required upon delivery
- If no one is available, the courier will leave a card to rearrange delivery or collect from a local depot or delivery to a safe place/neighbour
Some larger or higher-value items may be sent via an Express Delivery Service. Tracking details will be emailed once dispatched.
Special Express Delivery
- Next Day Special Delivery by 1pm: £9.95
(Order by 3pm, Monday–Friday) - Free Next Day Tracked Delivery on orders over £150
(Saturday & Sunday delivery not guaranteed)
Weekend Delivery
Order before 3pm on Friday and select:
- DPD Saturday or Sunday Delivery (where available)
Options will appear at checkout.
Click & Collect
Collection Address
Stuarts London
35–37 Uxbridge Road
Shepherd’s Bush
London
W12 8LH
Store Opening Hours
Monday – Friday: 10:00am – 6:00pm
Saturday: 10:00am – 4:00pm
Sunday: Closed
Please note:
- Not all online items are stocked in-store
- We recommend calling 02087494056 to check availability before visiting
You can collect online orders within 7 days of purchase.
Please bring:
- Your order confirmation email
- A valid photo ID
- The payment card used for the order
For security reasons, third-party collections are not permitted.
If you try an item in-store and decide it’s not right, we can issue a refund immediately. Once an item has been taken away, standard in-store refund and exchange policies apply.
Delivery Delays
During bank holidays or peak periods, slight delivery delays may occur.
Our couriers operate most days of the year, including Saturdays, but not on public or local holidays. Local holidays vary by region and are subject to change.
How do exchanges work?
You can exchange eligible items in line with our exchanges policy.
For full details on how to request an exchange, eligibility, costs, and country-specific instructions, please visit our Exchanges & Returns page.
How do returns work?
You can return eligible items in line with our returns policy.
For full information on how to make a return, including timeframes, costs, and country-specific instructions, please visit our Returns & Exchanges page.
What is your price match policy?
Price Match Policy
We are happy to match prices offered by other online retailers in most cases. To ensure fairness for all Stuarts London customers, the following conditions apply:
The product to be price matched must:
- Be full price and not part of a sale, promotion, or special offer
- Be available for purchase by the general public
- Be identical to the product listed on stuartslondon.com
- Be in stock on both our website and the competitor’s website
- Be sold by a UK-registered company
We will match the publicly listed online price only and cannot include additional promotional, loyalty, or member-only discounts.
Please note:
- Price matches cannot be applied after an order has been placed
- We reserve the right to refuse a price match at our discretion
To request a price match, please contact us before placing your order by calling 0203 905 5552 or emailing sales@stuartslondon.com, and we’ll be happy to assist as quickly as possible.
Which credit and debit cards do you accept?
We currently accept the following payment methods for online orders:
- Visa
- Visa Debit
- Mastercard
- Maestro / Switch
- Solo
- Visa Electron
- Delta
- PayPal
- Klarna
- Clearpay
- Google Checkout
All payments are processed securely at checkout.
I forgot to use my discount code. Can I get the discount refunded?
Yes — this shouldn’t be a problem.
Simply give us a call on 0203 905 5552 and, as long as the discount code is valid, we’ll refund the difference back to your original payment method.
Technical Issues
If you’re experiencing any problems with our website, please let us know. Our technical team is on hand to investigate and resolve any issues as quickly as possible.
We do our best to test all areas of the site, but occasionally new issues can arise following software updates. If you notice anything that isn’t functioning as it should, we’d really appreciate you getting in touch so we can fix it.
Please note:
If you are attempting to pay using an e-wallet alongside PayPal, you may be unable to complete your order. The PayPal payment gateway does not currently support our e-wallet functionality.
If you need assistance, please contact us at sales@stuartslondon.com or use the Contact Us link at the bottom of the website.
What is your loyalty Scheme? info needs adding
Info to be added
What happens if the item I want to exchange is out of stock?
If the size, colour, or item you wish to exchange for is no longer available, you may choose an alternative item from our website.
- If the replacement item is lower in value, the difference will be refunded to your original payment method.
- If the replacement item is higher in value, a member of our Customer Service team will contact you once we receive your return to arrange payment of the difference.
Are there any items that cannot be exchanged?
Some items are excluded from exchanges.
Please refer to our Returns Policy for full details on non-returnable items and exclusions.
Can I exchange an item outside the returns period?
Unfortunately, exchanges cannot be accepted outside of our standard returns periods:
- Full-priced items: within 30 days of delivery
- Sale items: within 14 days of delivery
Can I exchange an item if it has been worn or is missing its original packaging?
No. All items must be returned in a resalable condition to qualify for an exchange.
Returned items are inspected by our Returns Team and exchanges will not be accepted if the item:
- Has been worn or washed
- Has any odours (including perfume, aftershave, or detergent)
- Is missing original tags or packaging
Items returned in an unsaleable condition will be held until the customer covers the cost of return postage for the item to be sent back.
Can all items be exchanged?
Yes, all items are eligible for exchange. However:
- Free returns labels are provided for orders of £50 or more
- For orders under £50, customers are responsible for covering return postage costs
Still need help?
Our Customer Support team is here to help with any questions about orders, deliveries, returns, or general enquiries.
Customer Support
UK Customer Support: 0203 905 5552
International Customer Support: +44 (0)203 905 5552
Email: sales@stuartslondon.com
Returns Address:
Doman House
16 Doman Road
Yorktown Business Park
Camberley
GU15 3DF
Customer Services Opening Times
Monday – Friday: 9am – 5pm
Saturday: 9am – 12pm
Sunday: Closed
All opening hours are shown in UK time.
Calls may be recorded for training and monitoring purposes.
Store Enquiries
Telephone: 0208 749 4056
Email: sales@stuartslondon.com
Visit us:
35 Uxbridge Road
Shepherd’s Bush
London
W12 8LH