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Issues With My Order

Item Missing

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 sales@stuartslondon.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. 

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. 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.