Returns from the United Kingdom (Mainland)
How to Make a Return (Refunds)
Step 1: Complete the Returns Form
Fill in the returns form found on the reverse of your invoice, please put your returns form loose inside your returned parcel.
Your Returns Reference Number is your web order number. Returns without this information cannot be processed.
Step 2: Send Your Item Back
Apply for a return using our returns portal:
https://returnsportal.shop/stuarts-london
Please note:
- We are not responsible for items lost, damaged, or delayed
- We cannot track third-party courier returns
Return Address:
Stuarts London
Doman House
16 Doman Road
Yorktown Business Park
Camberley
GU15 3DF
United Kingdom
Free UK & Northern Ireland Exchanges
We offer one free prepaid return label per order for UK exchanges only.
How to Make a Free Exchange
- Send Your Item Back
Apply for a return using our returns portal:
https://returnsportal.shop/stuarts-london - Complete the exchange form on the reverse of your invoice
- Send the item back using the provided label
Please ensure:
- Items are securely packaged
- Do not use product packaging (e.g. shoe boxes) as outer packaging
(returns may be rejected if damaged in transit)
Once received and inspected, we will confirm by email and process your exchange.
Important:
Lost or damaged parcels must be reported within 14 days of the tracking number being issued or the claim will be rejected.
Returns from the United States
How to Make a Return
Step 1: Complete the Returns Form
Fill in the returns form found on the reverse of your invoice, please put your returns form loose inside your returned parcel.
Your Returns Reference Number is your web order number (e.g. WEB123456). Returns without this information cannot be processed.
Step 2: Send Your Item Back
👉 Purchase your DHL return label here
Once purchased, email sales@stuartslondon.com quoting:
- The items you are returning
- Your six-digit order code (shown in brackets on your invoice, e.g. WEB123456)
Please allow up to 24 hours for your label to be emailed.
Step 3: Send Your Item Back
Return to:
Stuarts London
Doman House
16 Doman Road
Yorktown Business Park
Camberley
GU15 3DF
United Kingdom
DHL Express Returns (USA)
- Drop off at a DHL Service Point
- Print and attach return label and customs documents
- Typical return time: 3–7 working days
- Track using the DHL tracking number provided
Alternatively, you may use a courier of your choice.
Important Customs Instructions
To avoid incorrect charges, clearly write on the outside of the parcel and all documentation:
- RETURNED GOODS: GB MERCHANDISE FOR REFUND
or - RETURNED GOODS: GB MERCHANDISE FOR EXCHANGE
Please ensure your courier completes paperwork correctly.
Please note:
- We are not responsible for items lost, damaged, custom duties or delayed
- We cannot track third-party courier returns
Once received, your return will be processed according to the instructions on your returns form.
Returns for Rest of World
We do not currently offer a returns portal for customers outside the UK and USA. This is under review.
You may return your item using a courier of your choice. We strongly recommend selecting a tracked and signed service.
Important Customs Information (Rest of World)
To avoid incorrect customs or duty charges, clearly state the following on the outside of the parcel and all documentation:
For refunds:
"RETURNED GOODS: GB MERCHANDISE FOR REFUND"
For exchanges:
"RETURNED GOODS: GB MERCHANDISE FOR EXCHANGE"
Please ensure your courier correctly completes all paperwork.
Additional Notes (Rest of World)
- Customers are responsible for return shipping costs
- We cannot accept responsibility for items lost, delayed, or damaged
- Any customs charges caused by incorrect paperwork remain the responsibility of the sender
- Do not enter our customer service email address as the point of contact
Return Address (All International Returns)
Stuarts London
Doman House
16 Doman Road
Yorktown Business Park
Camberley
GU15 3DF
United Kingdom
Exchanges for International Customers
We offer exchanges on eligible items for all international customers (outside the UK).
Please note the following applies to all international exchanges:
- Customers are responsible for the cost of returning items to us
- We do not provide prepaid return labels
- All returned items are inspected on arrival and exchanges are processed subject to availability
- Customers are responsible for the cost of outbound shipping for the replacement item
(shipping costs vary depending on destination) - All shipping costs are non-refundable
How to Exchange an Item
- Return the item using a tracked and signed service with appropriate insurance
(we cannot accept liability for returns sent back to us) - Include your completed invoice and clearly state the item you would like in exchange for
- Once received and approved, we will contact you via the email registered to your order to arrange payment for outbound shipping
- Your replacement item will be dispatched once postage has been paid
Exchange Conditions
- Items must be unworn, unused, and in original packaging, with all tags attached
- Exchanges are subject to stock availability
- If the requested item is unavailable, a refund or store credit will be issued in accordance with our terms and conditions
Important Notes (International Exchanges)
- We strongly recommend using a tracked and insured service
- We do not accept responsibility for items lost or damaged in transit
- International customers are responsible for any customs or duty charges incurred on returns
- Do not enter our customer service email address as the point of contact on customs paperwork
To avoid incorrect customs or duty charges when your return arrives in the UK, please clearly write the following on the outside of the parcel and all documentation:
For refunds:
"RETURNED GOODS: GB MERCHANDISE FOR REFUND"
For exchanges:
"RETURNED GOODS: GB MERCHANDISE FOR EXCHANGE"
Please also inform your courier that the parcel contains returned UK goods, so paperwork is completed correctly.
Frequently asked questions
What happens if the item I want to exchange is out of stock?
If the size, colour, or item you want is no longer available, you can choose an alternative item from our website.
- If the replacement item costs less, we’ll refund the difference to your original payment method.
If the replacement item costs more, our Customer Service team will contact you once we receive your return to arrange payment for the difference.
Are there any items that cannot be exchanged or returned?
Non-Returnable & Non-Exchangeable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged unless faulty:
- Underwear
- Socks
- Sunglasses
- Skincare products
- Gift sets
- Dog toys
- Shoe care products
- Candles (if used)
We reserve the right to refuse returns that do not meet these conditions. If you are unsure whether your item qualifies, please contact our Customer Service team before returning your order.
Can I exchange an item outside the returns period?
Unfortunately, we cannot accept exchanges outside our standard returns timeframe:
- 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 will be inspected by our Returns Team. Exchanges cannot be accepted if the item:
- Has been worn or washed
- Has any odours (e.g. perfume, aftershave, detergent)
- Is missing original tags or packaging
If an item is returned in an unsaleable condition, it 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 return postage costs