If there is an item missing from your order, it may mean this item was out of stock. In this case, we will have emailed or phoned confirming this and your refund for this item will be processed. If you have not received an email, please call us on: 0203 905 5552 or email us at email@example.com quoting your order reference number. All packages are recorded for weight before they leave and each package has recorded CCTV footage of the 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 in the package.
My Order Has Been Tampered With
If you feel your delivery has been tampered with, or looks as if it has been opened/resealed you should refuse the parcel and not sign for it. Claims made for missing items after you have signed for it will be refused. If you feel theft has taken place, please contact us on receipt of your parcel to let us know either via email or telephone. After you have confirmed details with us, we will launch an investigation and offer further support for evidence if you wish to take it further to trading standards. Please note: We are not responsible for any package after you have signed for it.
You've Sent Me The Wrong Item(s)
If you have been sent the wrong item please contact us, once investigated we will send you a free returns label to then amend your order. If the item is out of stock for any reason, we will contact you to arrange an alternative.
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. Please note, this is not valid if the item has been worn/washed. Please note that you should return faulty/incorrect items using 1st Class postage - Recorded Delivery. We can not refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund the standard postage of £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.
My Product Does Not Match The Photos Online
The company and brands reserve the right to update products to enhance, improve or update that do not cause significant differences each season.
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 to your original payment method. 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 [Boxing Day or Summer Sale]
We are happy to change or cancel orders in accordance with the distance selling regulations. Please call us or email us as soon as possible to arrange order amendments or cancellation. We will aim to amend any orders before packing or dispatch. If we have already dispatched the order, then we will have to wait until you return the item(s) back to us for an exchange or refund.
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 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 also 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.
Standard and Next Day
Order by 3pm during the week for next day options. On the weekend, orders received after 12pm on Saturday will be shipped out Monday. Orders to British Isles, Southern Ireland please allow 3-4 working days.
Once you have placed your order, you should receive a order confirmation. Once dispatched you will be given a tracking number for 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 collection from your nearest collection point. me 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.
A Special Express Service
This service is available for next day delivery if requested at a charge of £7.95 and if ordered by 3pm on weekdays. If an order is £100 or more then Next Day Tracked service by 5pm is free of charge. (Saturday not guaranteed on next day tracked)
Weekend Special Delivery
Order before 3pm on Friday and select Special Delivery by 1pm or Saturday Special by 5pm
Click and Collect
In Store Collection Address: 35-37 Uxbridge Road, Shepherds Bush, London, W12 8LH
Monday 9am - 5:30pm
Tuesday 9am - 5:30pm
Wednesday 9am - 5:30pm
Thursday 9am - 5:30pm
Friday 9am - 5:30pm
Saturday 10am - 5:30pm
Please note, we do not stock all our products in-store. Please call ahead to check availability (0208 749 4056) T&C's apply. If you wish to order online and pick up goods in store you can do so with in 7-days of purchase. Please have your order confirmation email to hand and a valid photo ID along with the bank card used to make the purchase. Please note we do not release in store collections to third parties. We do offer refunds if you try it on in-store and decide the item is not for you. However, if you take the item away with you, the store policy for refunds and exchanges will apply.
If you are shopping from outside the UK we offer various free shipping offers that you can take advantage of when shopping at Stuarts London. Unfortunately these offers are only applicable to Full Priced items only and cannot be used against sale items. You can click here to see the applicable rates and thresholds in your country.
We offer a free first time exchange if your item does not fit or is not to your taste. Simply follow the steps below:
Please make sure you get your receipt as proof of postage. Need help with your exchange? Contact us via email at firstname.lastname@example.org or by phone on 0203 905 5552.
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.
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 email@example.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. 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?
Please see our returns policy here.
Can I Exchange An Item Outside Of The Returns Period?
Can I Exchange My Items If They Have Been Worn Once or If They Are Without Their Original Packaging?
No. 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.
Easy Xmas Shopping at Stuarts London without having to worry about returns outside the usual 28 days
Here's How it Works :
We are aware at this time of the year many purchases will be made as gifts for Xmas. If you want an exchange or credit-note (e-wallet) after Xmas Day we are allowing returns to be made up until 6th January 2021 in case your purchase falls outside the usual 28 days returns period.
Why Shop Early ?
Last year we found that many customers were holding back until they made a purchase that fell into the 28 day period. This left a quite a few people disappointed as the best styles and sizes sold out while they were waiting to those who planned ahead. Also during the festive season we stop all replenishment of sizes and stock, so when we are sold out of anything that will be it, we will not be getting any more unless it's one of non-seasonal products that we sell all year around.
Please Note if you are an International customer it takes that little bit longer to get parcels over during peak seasons. We will try and keep to quoted times, however we are reliant on the courier to also keep to the quoted timing. From past experience delays during Christmas do occur simply due to the mad rush which is increasing year on year.
I May Need a Refund after Xmas ?
Please note if you require a refund on a purchase after Xmas all usual terms and conditions apply and must comply with our normal terms. The above extension is for only those customers wishing to make an exchange or returning for a credit note after Xmas. All Refunds will need to be within the usual 28 day period of purchase to be approved.
We do offer a free first time exchange, simply contact our customer service team to arrange your free label. Alternatively, you can send it back to us for a refund.
*We request that unwanted goods must be returned to us within a minimum of 30 days and all sale items must be returned within 14 days. 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 in an unworn and resalable condition. Please make sure items are carefully wrapped, so that they complete the return journey in tact. Please note we do not hold any responsibility for lost or damaged items being returned back to us.
The Following Items Can Not Be Returned:
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. Any items being returned internationally must be clearly marked on the customs form & outside of the packaging 'exchange' or 'return.' Any items of clothing returned with the smell of perfume or cologne will not be accepted. Sale goods must be returned within 14 days of receipt. 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.
Online purchases can be dropped in store 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.
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.
We do offer one free exchange for UK customers, simply contact us to arrange this. Alternatively, you are responsible for the cost of returning an item to us. If you are returning an item(s) for a refund that you originally qualified for a free delivery, we will MINUS a contribution for our Postage & Packaging cost charged at a standard £3.95.
In cases where the product is faulty due to manufacturing or any mistake made by us, let us know and we will arrange a free returns label after investigating it further. 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.
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
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:
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 firstname.lastname@example.org before placing your order so we are able arrange your price match as quickly as possible.