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Help & Contact

Please select the subject below and click for more information.

If you wish to contact us by email please click here, or alternatively you can call us on: 0203 905 5552.
  • In Store Pick Up - Click and Collect

    IN STORE PICK UP:

    PLEASE NOTE WE DO NOT HAVE ALL STOCK DISPLAYED ON WEBSITE 

    AVAILABLE IN THE STORE.  PLEASE PHONE IN THE STORE ON

    TEL: 0208 749 4056 TO CHECK AVAILABILITY. 

     

    Address: 

    35-37 Uxbridge Road

    Shepherds Bush

    London

    W12 8LH

    Opening Hours :

    10am - 6pm   Monday to Saturday.

     

    Terms & Conditions Apply: 

    If you wish to order online and pick up goods in store you can do so with in 7-days of purchase. 

    Please bring a copy of invoice/order confirmation you receive via email and a valid Photo ID along with credit/ debit card used to make the purchase. Once verified we can release your goods to you. Please note we do note release products to any third party collecting on your behalf. 

    You are able to have a refund if you try out in store and decide you wish to cancel the order. However if you try the item in the store and then take it  away this will be treated as a normal store purchase and the store policy for refund and exchange will apply. 

  • Part of my order is missing?

    PLEASE NOTE IF YOU FEEL YOUR BOX IS TAMPERED WITH - OR LOOKS AS IF IT WAS OPENED AND RE-SEALED BEFORE YOU RECEIVE IT PLEASE REFUSE THE PARCEL AS THE COURIER WILL TAKE THE PARCEL BACK AT NO EXTRA COST TO YOU. 

    CLAIMS MADE FOR MISSING ITEMS AFTER YOU SIGN FOR THE PACKAGE WILL NOT BE ACCEPTED. IF YOU FEEL A THEFT HAS TAKEN PLACE PLEASE CONTACT US WITH A WRITTEN STATEMENT OF TIME OF RECEIVING AND OPENING YOUR PACKAGE. WE WILL PROVIDE INSTRUCTIONS OF WHAT WE NEED FROM YOU.

    AT THIS POINT WE WILL BEGIN AN INVESTIGATION WITH THE COURIER , CONTACT THE DRIVER AND PASS ON YOUR STATEMENT TO THE POLICE FOR FURTHER PERUSAL. WE WILL PROVIDE YOU WITH ALL THE EVIDENCE TO SUPPORT YOUR CLAIM SHOULD YOU WISH TO TAKE IT FURTHER TO THE TRADING STANDARDS OFFICE IN YOUR AREA.

    WE ARE NOT RESPONSIBLE FOR ANY PACKAGE AFTER YOU SIGN FOR IT.

     

    Normal Circumstances :

    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 and each package has a recorded CCTV footage of contents packed. 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.

     

  • What does Pre-Order mean?

    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 - +44(0)203 905 5552 Mon-Sat 9am to 5pm or 9am to 2pm on Saturdays

     

  • I'm new, how do I order?

    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, please confirm the payment. We will then send you an email acknowledging that we have received your order and that it is being processed by our team. We will also let you know by email when the item(s) are dispatched to you.

  • My item bought is now on sale what's your policy on this?

    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 convenience. We reserve the right to reduce the prices on any of our products without any prior notice.

    **PLEASE NOTE WE DO NOT WORK THIS POLICY FOR OUR SEASONAL MAJOR SALES HELD ON THE WEBSITE OR IN STORE DURING THE WINTER SALE HELD FROM BOXING DAY 26TH DEC OR THE SUMMER SALE WHICH IS HELD FROM LAST WEEK OF JULY.

  • How do I know if my order was successful?

    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

  • I am buying from outside of the EU -Who Pays the customs and import charges?

    Please note we are not able to 'de-value' any invoices or mark as 'gift' in order to help you avoid your countries Custom's and Duty charges.

    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.

     

  • How do I check if an item is in stock?

    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)203 905 5552

  • Can I change or cancel my order?

    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 amend 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.

    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.

     

  • My order contains a faulty item.

    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.

    Please note that you should return faulty/incorrect items using 1st Class postage - Recorded Delivery. We cannot refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund a standard £3.95 only.

    International customers , please not we will refund your postage costs for a faulty item, please use a standard delivery that is secure and signed for. Postage reimbursement is limited to £9.95

     

  • Where is my order?

    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)203 905 5552 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.

  • You have sent me the wrong item.

    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.

     

    Please note that you should return faulty/incorrect items using 1st Class postage - Recorded Delivery. We cannot refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund a standard £3.95 only. (UK Customers)

    International customers , please note we will refund your postage costs for a faulty/incorrect item, please use a standard delivery that is secure and signed for. Postage reimbursement is limited to £9.95


  • You haven't replied to my query?

    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.

  • I am Buying from outside of the EU - Who Pays for Customs and Import Charges ?

    Please note we are not able to 'de-value' any invoices or mark as 'gift' in order to help you avoid your countries Custom's and Duty charges.

    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.

     

  • What courier do you use for deliveries?

    We use Royal Mail, FED EX, OCS, DPD and City Sprint (London Same day Delivery). 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 +44(0)203 905 5552 prior to us sending your parcel.

     

  • UK delivery information

    Same Day Delivery Service is a new service we now offer in and around London. Some postcodes may be excluded.

    To gain a same delivery for the London area - the service can be bought from 12am to 12:30pm. Our Drivers will collect all Same Days from 1pm from our warehouse and delivery can take 2-3 hours depending on your location. All Same Day deliveries will be delivered at the latest by 5pm. 

    (in some rare cases due to traffic or bad weather in your area , please expect a delay) 

    Discount codes  cannot be used with the Same Day Service : Orders will be cancelled.

    PLEASE NOTE: 

     

    An authorised person must be available to sign for parcel. The courier can only wait a maximum of 10 mins. If no one answers the door or failing to receive the parcel, will result in the parcel being returned back to us and additional charges will apply. 

    PLEASE NOTE: If a security seal is broken or has been tampered with, please DO NOT accept the delivery and please inform us immediately for further action on Tel: +44(0)203 905 5552


    STANDARD AND NEXT DAY

    Orders received by 3pm on a weekday will be shipped the same day or in any case of unforeseen delay 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 where we will notify you with tracking ref via email.


    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 (Mon-Sat).

    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 :

    Order before 3pm on Friday and Select Special Delivery by 1pm or Saturday Special by 5pm

     

    Sunday SPECIAL DELIVERY :

    Order before 3pm on Friday and Select Special Delivery by 1pm or Sunday Special by 5pm

     


    CLICK & COLLECT SERVICE:

    Pick Up your Own parcel from a convenient location near to you. - At Stuarts London we have teamed up with IN POST UK. We have made it easier for you to pick up your parcel in your own convenient time. By selecting IN POST UK as a delivery option you can then further select a location of a Secure Electronic Locker situated in an area near you from the Options map and menu. We then post the item to the locker of your choice, where you can access the locker with your own unique code and pick up your parcel at any time convenient to you. So go ahead Click & Collect with Stuarts London 24/7.  

     (order before 3pm - Parcel takes 1-2 days to arrive into the locker and you will be notified and updated all the way through the delivery process - Service Operates Mon-Sat ) 


    As we don't have a courier working on 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

  • How much is delivery?

    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.

  • How long does delivery take ?

    On orders placed before 3pm 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 3pm. This is of course is dependent on payment and stock availability.

     

    We do deliver on Saturday - (Use Special Delivery Next day Option - £7.95)  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. Order on Friday by 3pm for Guaranteed Delivery by 1pm on Saturday.

    ( delay may occur in very rare cases during any national bank holidays or severe weather conditions - in which case phone in customer services to check prior to booking a service )

     

    Pick Up your Own parcel from a convenient location near to you. - At Stuarts London we have teamed up with IN POST UK. We have made it easier for you to pick up your parcel in your own convenient time. By selecting IN POST UK as a delivery option you can then further select a location of a Secure Electronic Locker situated in an area near you from the Options map and menu. We then post the item to the locker of your choice, where you can access the locker with your own unique code and pick up your parcel at any time convenient to you. So go ahead Click & Collect with Stuarts London 24/7.  

     (order before 3pm - Parcel takes 1-2 days to arrive into the locker and you will be notified and updated all the way through the delivery process - Service Operates Mon-Sat ) 

     

    Any orders that are placed AFTER 3pm 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.

     

  • Can I track my delivery?

    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.

     

     

     

     

     

  • How do I know if my item has been dispatched?

    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.

  • What if I'm not home when it's delivered?

    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.

    If a DPD - Next day delivery is undeliverable at the address : items may be left with a neighbour or in a safe place unless you specifically say that you're not happy with that arrangement. 

  • Can someone else sign for my delivery?

    Royal Mail tracked and Special Delivery , FED EX, and DPD 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.

    Please note: If you are using a work address to receive your parcel , this will be at your own risk. We will not be liable to deliver to a work address that may result in letting a front desk manager sign for your parcel. Please make sure your work address is secure before requesting this address for delivery. 

  • Do you deliver to BFPO addresses?

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

  • Do you deliver to my country?

    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 +44(0)203 905 5552 so we can quote you the price of delivery to your country.

    CLICK HERE TO VIEW OUR DELIVERY RATES SECTION

     

  • Can I change the delivery address?

    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.

  • Can I collect my item from your store?

    Yes, please contact us via phone on +44(0)203 905 5552 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.

  • Exchanges From Inside The UK

    Got the wrong size or don't like the fit? You can now return your item for FREE, without any extra delivery costs, online or In-Store at Stuarts London for an exchange.

    Subject to our returns policy and 30 days returns period, to return an item for Exchange simply let us know that you would like to exchange your item by contacting our customer services team via email at sales@stuartslondon.com  or via Telephone at 0203 905 5552.

    Alternatively you can exchange your item at our London shop. For directions to our store please click here.

    * Please note that not everything you see online is available in-store. We recommend calling a member of our shop floor team to double check whether the item you want is available by calling 0208 7494056.

    **Items marked for a refund cannot be accepted in-store

     

    How To Exchange Your Item?

     

    1. Let Us Know
    2. Once we have received your request for exchange our customer services team will send you a Pre-paid returns label FREE of charge
    3. Print off a Returns label marking EXCHANGE, letting us know what you would like, to exchange your item for and the reason
    4. Send your items back to us using your local post office*
    5. As soon as we receive your item we let you know and send you out your item for exchange

     

    *Please make sure that your get your receipt as proof of delivery

     

  • Exchanges From Outside The UK

    Do you want to exchange your item from outside the UK? 

    Subject to our returns policy and 30 days returns period, to return an item for Exchange simply let us know that you would like to exchange your item by contacting our customer services team via email at sales@stuartslondon.com  or via Telephone by calling +44(0)203 905 5552.

    * Please note that we cannot cover delivery costs for exchanges made from outside the UK 

    How To Exchange Your Item From Outside The UK?

    1. Let Us Know
    2. Once we have received your request for exchange our customer services team will send an INTERNATIONAL RETURNS FORM with instructions of how to return your items from outside the UK.
    3. Print off the returns form marking EXCHANGE, letting us know what you would like, to exchange your item for and the reason
    4. Send your items back to us using your local courier**
    5. As soon as we receive your item we let you know and send you out your item for exchange

    *You can download an INTERNATIONAL RETURNS FORM by clicking here

    **Please make sure that your get your receipt as proof of delivery in case your parcel gets lost or stolen

  • What Happens If The Item I Want To Exchange For Is Out Of Stock?

    If the item you want to exchange for is our of stock, i.e. a size or colour, you can exchange your item for another one that is available online.  If the value of the item that you wise to exchange for is less than the one that you wish to exchange, the difference will be refunded to you using your selected payment method. 

    If the item that you wish to exchange for is more expensive than the item that you are returning for exchange a member of customer services will contact you when we receive your items back in order to take payment for the difference.

  • Are There Any Items That Cannot Be Returned For Exchange?

    Yes. As per our Returns Policy, please not the the following items cannot be returned in the interest of hygiene. This applies to the below product types and brands.

    Product Types

    •     PIERCED PRODUCTS
    •     HOSIERY
    •     SWIMWEAR
    •     UNDERWEAR
    •     COSMETIC PRODUCTS
    •     SUNGLASSES
    •     HEADPHONES
    •     ELECTRICAL ITEMS (cannot be exchanged or returned if the original packaging and plastic wrapping seals are broken.)

    Brands That Cannot Be Exchanged

    • Bang & Olufsen Products - are all covered with a special company warranty on faulty items only.  We cannot accept any items back from the brand the original packaging and plastic wrapping seals are broken.

     

  • Can I Exchange An Item Outside Of The Returns Period?

    Unfortunately not. We have different returns policies for different items

    • For full priced items, we are not able to exchange an item outside of our 30 days Returns Policy.
    • For  Items Marked As Sale , we are not able to exchange an item outside of our 14 days returns period as per our returns Returns Policy.
    • For  Items Marked As DEADSTOCK: These items are EXCHANGE ONLY. We are not able to accept exchange requests upon these items after our 14 days returns period expires as per our returns Returns Policy.
  • Can I Exchange My Items If They Have Been Worn Once or If They Are Without Their Original Packaging?

    Unfortunately Not. Our Returns policy states that items must be returned back to use in a resalable condition.

    Once we receive your items back for exchange they will be inspected by a member of our returns team. If they are found to have been worn, come back to use with the smell of perfume, cologne or detergent, or come back to us without the all of the items original labels in tact, your exchange request will not be accepted.*

    * Please note if your items arrive back in our warehouse in an unsaleable condition, they will be put on hold until we receive payment for the amount it will cost us to ship your item (s) back out to you.

     
  • How do I return an item?

    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.

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

    For your convenience 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


    INTERNATIONAL CUSTOMERS PLEASE DOWNLOAD RETURNS FORM - CLICK HERE

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

    • WHY NOT USE OUR SWAP IT SERVICE ?  FOR MORE DETAILSCLICK HERE > 

     

    We request that unwanted goods must be returned back to us within a minimum of 14 days from receipt of the item(s). To exercise right to return when requesting a Refund / Exchange / E-voucher (credit note)  and in compliance of the long distant selling act a maximum of 30 days is given.

    Faulty or damaged items can be returned within a minimum of 30 days. 


    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.

    **PLEASE NOTE WE ARE NOT RESPONSIBLE FOR ITEMS BEING RETURNED BACK TO US. PLEASE USE A COURIER OF YOUR OWN CHOICE, WE PROVIDE OPTIONS FOR DELIVERY METHODS TO RETURN ITEMS BACK TO US PURELY FOR YOUR CONVENIENCE - THIS SHOULD NOT BE TAKEN AS A GUARANTEE THAT WE ARE COVERING THE COST OF THE ITEM AND ACCEPTING LIABILITY FOR LOST / DAMAGED ARTICLES. 

  • How do I return an Item as an International Customer ?

    INTERNATIONAL RETURNS : CUSTOMS & DUTY

    To avoid Delay in us receiving your parcel or any incorrect Customs & Duty charges applied to you when your return arrives in the UK, you must clearly write on the outside of the parcel and any documentation attached :

    "RETURNED GOODS:  GB MERCHANDISE FOR REFUND "

    or/

    "RETURNED GOODS:  GB MERCHANDISE FOR EXCHANGE "


    PLEASE NOTE:

    If you return an order with the following courier companies, you may be charged customer fees and VAT upon refund
    - FEDEX
    - UPS
    - DHL


    CLICK HERE TO SEE EXAMPLE OF HOW TO LABEL YOU PARCEL FOR RETURN

     

    Please download an International Returns form from the link. Click Here

     

    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.
    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.

  • How do I return faulty item?

    UK Customers :

    If you have a faulty item - please contact customer service to get authorisation number and a returns postage label. 

    Faulty or damaged items can be returned within a minimum of 30 days. 

    Please note that you should return faulty/incorrect items on your own accord please only send back using 1st Class postage - Recorded Delivery.

    We cannot refund the costs for express or next day delivery back to us and if you choose to send the item(s) in this way we can refund ONLY  £3.95 at a maximum. 

    +44(0)203 905 5552 9am to 5pm GMT  Mon - Sat

    International Customers:

    Please contact 'Customer Services' for an authorisation number , further if we are able to help with the return postage we will do so, however this is dependant on the location of where the parcel is being sent back to us.

    Please note: We can only refund you the original postage cost to your destination.

    +44(0)203 905 5552 9am to 5pm GMT  Mon - Sat

     

     

  • How do I Swap an Item using your Pick up Service ?

    At Stuarts London we have made it easier for you to make an exchange with our Swap It Service. 

    Of course you can always use your own way to return the parcel back to us and we send out the first exchange back to you at no additional delivery costs, as we know its also cost you to return the parcel. 

    To save you the hassle of finding time to get to the post office or finding a courier , the Swap it Service will take the pain away from all this for just £9.95 

    We apologise that some postcodes will not be able to enjoy this service and it's only applicable for UK MAINLAND only.

    All you need to do is Call us to organise a Pick-UP , and our driver will come out to you at the same time with the exchange your have requested. 

    For more information on how this works CLICK HERE

     

  • Returns Policy

    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

    Electrical items, cannot be exchanged or returned if the original packaging and plastic wrapping seals are broken.

    Bang & Olufsen Products - are all covered with a special company warranty on faulty items only.  


    We will not be held responsible for lost or damaged goods sent back 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 for another product  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, if required we can refund back difference.

    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.


    Online purchases can be dropped instore in Shepherds Bush for Returns or exchanges, please retain your receipt and sales ID number. ( All exchanges within 28 days only online or in store)

    Returns Address:

    Doman House

    16 Doman Road

    Yorktown Business Park

    Camberley 

    GU15 3DF

    Tel: 0203 905 5552

     

    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 initially offered and paid for a Delivery Service and offered it for Free with the condition that you are keeping your purchase.)

    If you are returning an item for an exchange we will cover the 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.

  • Can you confirm you have received my return?

    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)203 905 5552 and check if we have received your return.

  • How long will it be before I get a refund?

    As long as the returned items meet our refunds criteria, your refund will be with you  2-4 working days after your return is processed, this is also depending on your card issuer speed to return back funds to your account. Peek times such as during 'Sale' or 'Xmas' may take a max of 5 working days. 

  • How long will it be before I get an exchange?

    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.

  • I have been refunded less than I was expecting?

    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.

  • Who pays for return postage?

    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.

    Please note that you should return faulty/incorrect items using 1st Class postage - Recorded Delivery. We cannot refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund a standard £3.95 only.

     

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


    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, but no more than £9.95

  • Why have you not refunded the delivery charge?

    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.  

    ----------

     

    *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 onthe website for your destination).

  • Currency Convertor Guide

    PLEASE READ IF YOU ARE MAKING A PURCHASE OUTSIDE OF THE UK & EU.

    Currency convertors on our UK website are a guide to giving you the current value of a product , minus UK VAT if applicable . Please note that the website will charge only in GBP Sterling and although the currency convertor guide is accurate of the current exchange rate set by the global banks, you charged amount will vary from what the credit card or payment method your choose to make a payment with. As they may offer varied exchange rates for international purchases. 

    Stuarts London at all times only charge on our UK site in GBP. To avoid any surprises it is advised always best to check out in GBP format so you invoice displays prices correct and exactly to what you will be charged. 

  • Do you have more sizes available?

    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)203 905 5552 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 will promptly appear. By clicking this the website will ask if you would like to be emailed when the item comes back into stock.

  • Terminology - Fit Guide

    We use many terms to describe how the garment fit. To simplify things please read below:

    Skinny Fit - A very tight fit item which will suit someone who is slim build looking for an extra fitted look from the clothing.

    Slim Fit - A fitted item that will fit close to the body and be more shaped , overall look will be tight and suited for athletic builds

    Tailored Fit - Similar to a regular fit but will be tailored around the sides or back to show off a shape suited for the muscular builds. Usually termed with blazers and shirts.

    Regular Fit - This will be a looser fit item with a less shapely look. Suited for any person who doesn't like clothes too close to the body and likes extra room to move in his clothes.

    Loose Fit -This will be a very baggy item that comes over sized than the size suggested. For example if the label states Medium it will fit more like one size up. Suited for those who like an oversized look from their clothing or may need a baggy fit for maximum room.

  • The item I bought is now in sale, can I get the difference refunded?

    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.

  • Will you be getting more?

    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)203 905 5552 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.

  • Do you accept gift vouchers?

    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.

  • Is it safe to order online?

    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.

  • Which credit cards do you accept?

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

  • How do I search for a product?
    Searching for products on our website couldn't be easier with the filters we have on each page. Whislt browsing departments , you will notice there are many filters that can be used, for example if you want to select a shoe by colour, size and style this is possible as would be the same with , searching for a shirt in a particular colour and style, and size. Simply select by checking the box next to each filter and then click apply. If we have what you want in stock it will display automatically.
     
    A more general search function is also avilable on the site also on the top right, where you can enter a keyword relating to your enquiry and the system will automatically display suggestions.
  • Price Match

    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 0203 905 5552 or email us at customerservices@stuartslondon.com before placing your order so we are able arrange your price match as quickly as possible.

  • I am having general problems accessing or buying from your website
    If your having problems with the website, we have tech guys who can help fix matters. Please contact us and let us know if you see something not functioning as it should. We do try our best to test every aspect of our website but sometimes new issues can arise caused by a software update that we will not be aware of unless we are alerted.
     
    Please note if you are trying to make a payment using your e-wallet and  Paypal, you may not be able to complete your order. As Paypal Payment gateway does not support our E-wallet functionality.
     
    Please contact us via email customerservices@stuartslondon.com or the Contact Us link at the bottom of the website.
  • Loyalty Scheme
    Loyalty Scheme

    Here at Stuarts London we offer a unique member benefits area to our loyal customers.


    By offering member points incentives for the ways you interact with Stuarts London you can elevate your member status over time from Basic to Gold Member status. We offer points not only for any orders you place but for simple things like telling us a little more about you to introducing Stuarts London to your friends and many more ways.

    The more points you earn - the more you save!
     
    CLICK HERE to read more on ways to earn points on Stuarts London.


    PLEASE NOTE - Apart from the sign up points you receive when completing your profile all other points are set to Expire within a certain time. To maintain your tier level reached , you will need to add more points with purchases made. Remember a good way to top points are to write a review on products you have bought in the past. This can be done from your own accounts area when you log in.
     
    Points Expiry Time :
     
    Profile Complete = 5000points  - LiFE TIME
     
    Refer a Friend who completes a purchase = 1000 points - LIFE TIME
     
    Review a Product you have Purchased = 500 points  - Expires after 180 days
     
    Newsletter Signup = 250 points - Expires after 180 days
     
    Earn 10 points on every £1 spent = Purchase points will Expire after 365 days
     
     
    * Stuarts London Reserves the right to remove any points that are given incorrectly or not in accordance to our terms and conditions.
     
     
  • Do you have a retail store?

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

    Please note the Store will only have a selection of what we have online. Please check with the store for stock availability.

    To guarantee a product to be there , please use the online CLICK & COLLECT service on the website. 

    STORE ADDRESS

    35-37 Uxbridge Road

    Shepherds Bush

    London

    W12 8LH

    Tel: 0203 905 5552

    STORE OPENING TIMES 

    Monday-10AM-6PM

    Tuesday-10AM-6PM

    Wednesday-10AM-6PM

    Thursday-10AM-6PM

    Friday-10AM-6PM

    Saturday-10AM-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. 

  • Do you have a catalogue?

    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.

     

  • Can I contact you over the phone?

    Yes, please call us on +44(0)203 905 5552 any time between 9am-5pm Mon-Friday or 9AM to 2PM on a Saturday.

    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.

  • What email address should I use to contact you?

    sales@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 24 hours.

    Alternatively we have a online Customer Service ticket system - this is a quick response area and is updated throughout the day. you can access this area by Clicking Here

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