Frequently Asked Questions

If you have a question in regards to returns then please refer to our FAQ's section below. If you are still unsure about what to do next then please send our customer service team an email to and will will aim to answer your question within 3 working days.

How long do I have to return an item?

You have 30 days from the date you receive your delivery to return goods from your order for an exchange or refund. We do allow slightly longer to return items for an exchange or credit note. Please note we do not accept any items back after 30 days from the date the order is delivered. Items marked as sale must be returned back to us within 14 days of receipt in order to qualify for a refund. Item marked as Deadstock are non-refundable.

Is There A Charge To Make A Return?

We do not offer free returns, however we do have several ways for you to return your item to us. We have negotiated a very competitive rates with our couriers. This allows us to offer an affordable returns service for all of our customers which includes tracking and insurance up to the value of £50.00

Are there any products you do not accept back?

W do not accept returns on products that fall underneath the below categories

Pierced Products
Underwear & Hosiery
Swimwear
Cosmetic Products
Sunglasses
Headphones
Electrical Items - cannot be exchanged or returned if the original packaging and plastic wrapping seals are broken.

All returned goods are subject to stringent checks by our returns department and any garments with a strong defined odour such as tobacco, cooking/food smells, aftershave or deodorant will not be accepted.

How do I request a Refund?

Please state in the portal what you would like us to do. Also include your returns form in the return parcel and simply write on the bottom or reverse of the invoice stating you would like to receive a refund. If you do not have access to a printer please enclose your original order invoice or enclose a note with your name, order number and that you require a refund written on it.

How do I request an exchange?

For customers who wish to exchange there item we offer a free exchange service which is accessible by emailing our customer services team sales@stuartslondon.com . For more information please click here

What do I do if my exchange item costs more than my return item?

In the case of a price difference Stuarts London will automatically issue a refund via an e-wallet unless stated otherwise when this is in the customer’s favour. If the difference requires a payment to Stuarts London we require you to state on the invoice/note enclosed in your return parcel ‘I authorise Stuarts London to take a payment for the difference in price from my original payment method.’ When your exchange is set up we will then automatically take the difference from the credit/debit card used to make the original payment. If you paid via PayPal we will send a PayPal request via email for the difference outstanding.

How long will my exchange/refund take?

We aim to process all refunds within 24 hours* of the item(s) been received. A refund to a credit/debit card takes between 3-5 working days to show in your account (dependent on your banks processing time). A PayPal or Amazon Pay refund takes 3-6 hours and goes into the PayPal or Amazon Pay account you originally paid with.

We aim to process all exchanged orders within 24 hours of the item(s) been received. Once your exchanged order has been set up you will receive an email confirmation with your new order number and upon dispatch your new tracking number.

*This can take up to 72 hours in sale periods or over weekends.

Do you charge a delivery fee on exchange orders?

International customers will be charged a standard delivery fee on items going back to you . You will receive a dispatch confirmation email with the new order number and tracking information when your exchange has been processed, this will show there has been no delivery charge.

What Happens If I qualified For Free Delivery With My Order?

If you have qualified for free delivery upon your initial order the cost of postage in sending your initial item to you will be deducted from your refund depending upon the delivery service that you have chosen

How do I return the goods to you?

Simply click on the Create A Return link above and enter the order number and email address as shown on your invoice. This will generate a label for you to print and attach to your return parcel. This is a set price per label used but includes the benefits of full tracking, insurance to cover loss by courier up to the value of £50.00, various drop off points, generous weight allowance and a hassle free reliable service.

How do I return the goods to you if I have no access to a printer?

You can return your items to the address below via your chosen courier stating

Returns Department

Stuarts London

Doman House

16 Doman Road

Camberley

Surrey

United Kingdom

GU15 3DF

Please use a tracked service with the correct insurance, which allows cover for a return order should it go missing in transit.

The item I wish to return is faulty, is the returns process different?

We would still require you to return the item exactly the same as a normal return. The only difference is you will need to write on your invoice the fault with the item and also contact the returns department beforehand.

If you are able to email sales@stuartslondon.com and attach any images of the fault this can be logged prior to the returned item arriving. Please be aware all faulty items will be assessed by our returns department and in some cases we would need to return the item to the brand for a final decision.