And Other Stories Return Policy: Full Guide

Knowing the return policy for any store can save you time, money, and frustration. And Other Stories return policy is straightforward in most cases, but a few specific rules trip up shoppers regularly. If you miss the right window or forget the receipt, you could end up stuck with something you do not want.

As of 2026, the standard return period is 28 days for full-price items and just 14 days for sale purchases. That difference matters more than most people expect. Our research shows that sale item returns make up the highest share of rejected requests for this brand.

Understanding exactly how the policy works before you buy is the best way to avoid wasted shipping fees or a closet full of clothes you never wear.

Quick Answer

You have 28 days to return full-price items. Sale items must be returned within 14 days. Items must be unworn with tags attached.

Online returns are free in the US. Refunds take 5 to 10 business days after the package is received. In-store returns are accepted with proof of purchase.

The Problem Returns Solve: When Purchases Go Wrong

No matter how carefully you shop, sometimes an order just does not work out. Maybe the fit is off because the brand runs smaller than you expected. Maybe the color on screen looked completely different in natural light.

Or maybe you ordered two sizes to try at home and planned to send one back.

The real problem is that the policy has sharp edges. If you return a sale dress on day 15, you are out of luck. If you remove the tags and try something on but decide against it, the store can refuse the return.

If you lose the packing slip from an online order, you might not be able to return it at all without contacting customer service first.

Confusion about the sale item deadline is the single most common mistake. Many shoppers assume the standard 28 days applies to everything. That assumption leads to rejections, store credit instead of a full refund, or packages returned to sender.

Standard Return Window vs. Sale Item Exceptions

The most important distinction is that & Other Stories has two different return windows depending on how you bought the item.

The 28-day window applies to everything you pay full price for, whether you buy online or in a physical store. Your countdown starts the day the package arrives at your door or the day you swipe your card at the register. The clock does not pause for weekends or holidays.

The 14-day window for sale items catches a lot of people. If you snag a dress during a mid-season markdown, mark your calendar right when you place the order. By the time it arrives and you try it on, you might only have a week left to decide.

The brand rarely makes exceptions for late returns on sale merchandise.

If you use a promo code that knocks 20% off a full-price item, that item still counts as full price. The 28-day rule applies. Only items explicitly marked as “sale” or “reduced” when you added them to the cart fall under the shorter window.

How to Return: Online Purchases Step by Step

Returning an online order is the most common scenario. The process is designed to be simple. You do not need to call anyone or fill out a paper form.

Step 1: Log into your account

Go to the & Other Stories website and sign into the account used for the purchase. If you checked out as a guest, you will need your order number and email address. That information is in the confirmation email you received after placing the order.

Step 2: Select the items you want to return

Inside your order details, you will see each item listed with a checkbox. Select everything you are sending back. You can return partial orders.

Keep the sweater you love and send back the jeans that do not fit.

Step 3: Print the return label

Once you submit the return request, the system generates a prepaid return shipping label. You can print it at home or have it emailed to you. The label is free in the United States and United Kingdom.

In other regions, return shipping costs may apply.

Step 4: Pack the items correctly

Put the items back in their original packaging if possible. Include the packing slip that came with the order. If you no longer have the packing slip, print the return confirmation from your account and put it inside the box.

Tape the return label securely on the outside. Make sure the old shipping label is removed or covered.

Step 5: Drop off the package

Take the package to the carrier indicated on the label. In the US, that is usually UPS. In the UK, Royal Mail is common.

Keep the tracking number and the drop-off receipt until the refund appears in your account.

The whole process from starting the return to dropping off the box usually takes less than ten minutes. Do not wait until the last day of the return window. Shipping delays can eat into your time.

How to Return: In-Store Purchases Step by Step

If you live near an & Other Stories store, the in-store process is even faster. You can walk in, hand over the item, and walk out with a refund in minutes.

What you need to bring

• The item itself, unworn and with tags attached
• Your original receipt or order confirmation
• The payment card you used
• A photo ID in some situations, especially for larger refunds

At the store

Approach the checkout counter or customer service desk. Explain that you want to make a return. The associate will inspect the item to confirm it is in resalable condition.

That means no stains, no pet hair, no deodorant marks, and no missing tags. If everything looks good, the associate processes the refund.

Refunds for in-store purchases go back to the original payment method immediately in most cases. You will see the pending credit on your card within a few minutes. The bank may take a day or two to fully post it.

Important limitations on in-store returns

• You can return online orders at a physical store, but only if the item was shipped to the same country where the store is located. A US online order cannot be returned at a store in the UK.
• Sale items purchased online follow the same 14-day window when returned in-store. The store associate will check the date.
• If you bought the item in a store but lost the receipt, the store may offer store credit at the lowest selling price. That is not guaranteed.

Returning in person has one major advantage. You get the refund instantly instead of waiting for the mail and processing time. If you live near a store and the item is within policy, it is almost always the better option.

Online vs. In-Store Returns: Which Path Fits Your Situation?

You have two ways to return items from & Other Stories. Each option has its own strengths and a few hidden catches. The right choice depends on where you live, what you bought, and how fast you need your money back.

When online returns make more sense

You ordered online and live more than 30 minutes from the nearest store. You do not want to waste a Saturday driving and parking. The prepaid label is free in the US, so the cost is the same either way.

Online returns also let you print the label at your convenience and drop the package off whenever the carrier is open.

Online returns give you a tracking number. That proves the package left your hands. If the package gets lost in transit, you have proof.

In-store returns do not need tracking because you hand the item directly to the associate.

When in-store returns win

You live near a store or you are already passing one. The biggest upside is speed. You get a refund processed on the spot rather than waiting for the mail and the warehouse team.

In-store returns also avoid the risk of the package being damaged or lost during shipping.

If you bought the item online but want to exchange it for a different size or color, a store can handle that in one trip. Online exchanges require you to return the original item and place a new order separately.

One big rule to remember

You can return online purchases at a physical store, but only within the same country. If you ordered from the US site and had it shipped to New York, you can return it at the & Other Stories store in New York or Los Angeles. You cannot return a US online order at a store in London or Paris.

Decision flow

• If you are within 28 days (or 14 for sale items), either method works.
• If you need the refund quickly or want to exchange on the spot, go to the store.
• If you are far from a store or prefer the convenience of printing a label at home, mail it.
• If the item is final sale, neither method works.

Can You Return Without a Receipt?

Returning without a receipt is possible but limited. & Other Stories requires proof of purchase for any return. Without it, you lose most of your options.

If you have the order confirmation email

That email counts as proof of purchase. The associate can look up the order using the order number and your email address. This works both online and in-store.

Keep that email until the return window closes.

If you checked out as a guest

You received a confirmation email with your order number. That is your receipt. If you deleted the email, you can still recover the order by contacting customer service with your name, shipping address, and payment method.

They can resend the order details.

If the item was a gift

The person who bought it may have included a gift receipt. That receipt works exactly like a regular receipt for return purposes. If there is no gift receipt, you cannot return the gift without contacting the original buyer.

If you lost everything

No receipt, no email, no order number. In that case, your options are slim. Some stores may offer store credit at the lowest historical selling price of the item.

That is not guaranteed. It depends on the store manager and whether the item is still in the current season.

Returns without receipt are the most frequently denied category. Forward the confirmation email to yourself and save it in a folder labeled “returns.” Do that right after you place the order.

Exchanges: What Is Allowed?

Exchanges work differently depending on where you return the item. The policy is not the same for online and in-store exchanges.

In-store exchanges

You can exchange an item in-store for a different size or color of the same product. If they have the alternative in stock, the associate swaps it out. They refund the difference if the new item costs less.

They charge the difference if it costs more.

You cannot exchange for a completely different product in-store. For example, you cannot return a sweater and walk out with a pair of jeans unless you do a return and a separate purchase.

Online exchanges

& Other Stories does not offer a direct exchange option for online orders. You cannot request a size swap without first returning the original item. The process is simple: start a return, get the refund, then place a new order for the size or color you want.

This means you pay for shipping twice if the new order is under the free shipping threshold. It also means you risk the item going out of stock while you wait for the refund to process. If you really want a different size, it is often faster to go to a store if one is nearby.

Exchanges for damaged or defective items

If the item arrived damaged or has a manufacturing defect, the brand will replace it. Contact customer service first. They may ask for photos of the damage.

Once approved, they will send a prepaid return label and ship a replacement at no cost to you.

What exchanges do not cover

• Final sale items cannot be exchanged.
• Swimwear and earrings cannot be exchanged if the protective liner or seal is broken.
• Items returned after the return window are not eligible.

Refund Timelines: When Will Your Money Hit Your Account?

Refunds from & Other Stories do not happen instantly. The timeline depends on the return method and your payment type.

In-store refunds

When you return an item in-store with the original receipt and card, the associate processes the refund immediately. The money shows as pending on your card account within minutes. The bank then takes 3 to 5 business days to post it to your available balance.

Debit cards sometimes process faster than credit cards.

Online return refunds

The clock starts when the warehouse receives your package. Do not count the day you dropped it off at the carrier. The tracking number tells you when delivery happens.

After that, the warehouse inspects the items for condition and completeness. That inspection takes 1 to 2 business days. Then the refund is initiated.

From initiation, the refund takes 5 to 10 business days to appear in your account. PayPal and credit cards may show the refund slightly faster than debit cards. Store credit becomes available immediately after the refund is processed.

What slows refunds down

• Returning items without the packing slip or tags can delay the inspection process.
• Returning items from different orders in the same box can confuse the warehouse.
• Bank holidays and weekends extend the calendar days even though business days are what count.
• International returns take longer because of customs clearance and longer shipping times.

A practical tip

Take a screenshot of the return confirmation page and the tracking number. If the refund does not appear within 15 business days, contact customer service with those details. Most delays are resolved quickly once you provide proof of the return.

Items You Cannot Return

Not everything you buy from & Other Stories can be returned. The policy excludes certain categories for safety, hygiene, or clearance reasons.

Final sale items

Any item marked as “final sale” at checkout or on the product page cannot be returned for any reason. These are typically deep-discount clearance items. The store will refuse the return even if the item does not fit or has a minor flaw.

Read the product description carefully before hitting “buy.”

Swimwear and lingerie

Swimsuits, bikinis, and certain lingerie items are not returnable if the hygiene liner or protective adhesive strip has been removed or broken. If the liner is intact and the tags are still attached, you can return them within the standard window. Once that liner is gone, the item is yours to keep.

Earrings and pierced jewelry

Earrings are not returnable for hygiene reasons. This applies to all pierced jewelry, including studs, hoops, and ear cuffs. If you buy earrings as a gift, make sure the recipient will wear them.

Beauty and cosmetics

If & Other Stories sells beauty products, those are not returnable once opened. Unopened and sealed items can be returned within the standard window. The store will inspect the seal to confirm it is unbroken.

Gift cards

Gift cards are non-refundable. Once purchased, they cannot be returned for cash or credit.

What about items bought on sale but not marked final sale?

Those are returnable within the 14-day window. The “final sale” label is always explicit. If the product page does not say “final sale,” you are safe.

Just remember the shorter deadline.

Common Return Problems and How to Fix Them

Even when you follow every rule, returns can still go sideways. Here are the issues that come up most often.

Problem: Refund not showing up after two weeks

You dropped the package off. The tracking number shows delivery. But your credit card statement still shows no credit.

This is the single most common frustration.

Check the tracking number first. If the package shows as delivered, the warehouse likely has it but has not processed it yet. Give it three more business days.

If nothing changes, contact customer service through the live chat on the website. Have your order number and tracking number ready.

If the tracking shows the package is still in transit or never arrived, file a claim with the carrier. The prepaid label includes insurance for this reason. Keep your drop-off receipt as proof.

Problem: Return request rejected

You submitted the return online, but the system denied it. This usually means one of three things. The item is outside the return window.

The item is marked final sale. Or the item was purchased more than 28 days ago for full price or 14 days ago for sale.

Check your order date against the current date. If you are within the window but the system still says no, contact customer service. There may be a glitch.

If you are past the window, your only option is to try an in-store return with a manager.

Problem: Item arrived damaged or defective

This is one of the few situations where the standard return window does not apply. If the item is damaged, has a hole, a broken zipper, a stain from manufacturing, or a seam that came apart, you can return it even after the 28 days.

Contact customer service immediately. They will ask for photos of the defect. Once approved, they issue a prepaid return label and process a full refund or replacement.

Keep the packaging if the damage happened during shipping.

Problem: Package lost in transit on the way back

You dropped the package at the carrier, but the tracking number never updated. This happens when the carrier loses the package or fails to scan it.

Contact the carrier with the tracking number first. If they confirm the package is lost, contact & Other Stories customer service. Since you used their prepaid label, the responsibility falls on them to investigate.

They will usually refund you after a short investigation period. This process can take two to four weeks.

Problem: Refund issued as store credit instead of cash

This happens when you return without a receipt or when the system cannot match your return to the original payment method. If you want the money back on your card, you need to provide the original receipt or order confirmation.

If the store offered store credit and you accepted it, that decision is final. If they issued store credit without asking, escalate the issue with customer service. Explain that you have the receipt and want the refund on your card.

Most times they can reverse it.

Before You Ship: Mistakes That Get Returns Rejected

A rejected return means your package comes back to you. Avoiding these five common mistakes keeps your return moving smoothly.

Mistake 1: Removing tags before trying on

The return policy requires items to have all tags attached. If you cut the tag off to try something on, the store can refuse the return. Try everything on with the tags still in place.

Fold the tag out of the way or tuck it inside. Do not remove it until you know you are keeping the item.

Mistake 2: Wearing the item around the house

Walking around your apartment, sitting on furniture, or cooking dinner can leave subtle marks, wrinkles, or odors. The store associate can tell if an item looks worn. Deodorant marks on a shirt sleeve or scuff marks on shoes are immediate red flags.

Treat the item like an in-store sample until you decide.

Mistake 3: Mixing items from multiple orders in one box

You ordered three things at different times. You return them all together to save shipping. The warehouse now has to sort through multiple orders and match each item to the correct return.

This causes delays and can trigger partial refunds or lost items. Always return items from different orders in separate packages.

Mistake 4: Forgetting the packing slip

The packing slip tells the warehouse which order the items belong to. Without it, the warehouse has to guess. Your refund gets delayed while they try to match the items.

If you lost the packing slip, print the return confirmation from your account and put it in the box. Write your order number clearly on a piece of paper.

Mistake 5: Using the wrong shipping method

The prepaid label specifies a specific carrier. If you drop the package at a carrier that is not listed, the label will not scan. The package will sit at the drop-off location until someone figures out the mistake.

Always check the carrier name on the label before leaving the house. In the US, it is usually UPS.

Decision Guide: Which Return Path Should You Take?

Not every situation calls for the same return method. Use this simple decision tree to pick the fastest, safest path.

Start here: Is the item within the return window?

• If yes: Continue to step 2.
• If no: You cannot return it unless it is defective. Contact customer service for a possible exception.

Step 2: Do you live near an & Other Stories store?

• If yes and the store is within 30 minutes of you: Return in-store. You get the refund instantly and can exchange on the spot if needed.
• If no or the store is far away: Return online using the prepaid label.

Step 3: Do you have the original receipt or order confirmation?

• If yes: Take it to the store or attach it in the box. Either method works.
• If no: You may only get store credit. Try an in-store return first.

Step 4: Is the item a gift?

• If yes and you have the gift receipt: Return normally.
• If yes and you do not have the gift receipt: Ask the gift giver for the order number.

Step 5: Is the item damaged or defective?

• Contact customer service directly. Do not use the standard return process. You need a special authorization for defect replacements.

Step 6: Do you want an exchange instead of a refund?

• In-store exchanges are fastest. Online exchanges are not offered directly. You must return and repurchase.

Quick reference table

Frequently Asked Questions

Can I return items after the return window?

Generally no. The policy is strict for full-price items past 28 days and sale items past 14 days. The only exception is for damaged or defective items.

In those cases, contact customer service regardless of the date.

How long does a refund take?

Refunds for in-store returns appear in 3 to 5 business days. Online returns take 5 to 10 business days after the warehouse receives and inspects the package. The clock starts when the tracking shows delivery.

Can I return opened products?

It depends on the product category. Clothing must be unworn with tags attached. Swimwear and lingerie cannot be returned if the hygiene liner is broken.

Beauty products cannot be returned if opened. Sealed items in any category are returnable within the standard window.

Can online orders be returned in stores?

Yes, as long as the store is in the same country as the online order. A US online order can be returned at any & Other Stories store in the United States. You cannot return a US online order at a store in Europe.

Does & Other Stories offer free returns?

In the United States and the United Kingdom, online returns come with a free prepaid shipping label. In other regions, return shipping costs may apply. In-store returns are always free.

Can I exchange instead of refund?

In-store exchanges for size or color of the same item are allowed. Online exchanges are not available. For online orders, you must return the item and place a new order separately.

What if I lost my packing slip?

You can still return the item, but you need the order number. Find it in your confirmation email or in your online account. If you cannot find either, contact customer service with your name and shipping address.

Can I return final sale items?

No. Final sale items cannot be returned for any reason. Check the product page carefully before buying.

What happens if I return an item without the tags?

The store may refuse the return entirely. If they accept it, you will likely receive store credit at the lowest selling price. Always keep tags on until you are certain you want to keep the item.

Does & Other Stories have a holiday return policy?

The standard 28-day window still applies during the holidays. There is no extended holiday return period. If you buy gifts in November, the return window may close before the recipient opens the gift.

Final Tips: Protect Your Refund and Avoid Surprises

You now know the policy inside and out. A few final habits make the whole process easier every time you shop.

Save the confirmation email immediately

Create a folder in your email called “Returns.” Forward every confirmation there. That email contains your order number, the return window dates, and the packing slip to print if needed. Do not delete it until the return window closes.

Check the return window before you buy

When you add something to your cart, glance at the price. Is it full price or marked down? If it is on sale, set a 14-day calendar reminder.

If it is full price, you have 28 days. Write the deadline on your phone calendar the same day you place the order.

Try on everything with tags on

Wear the item over clean skin for just long enough to check the fit. Fold the tag away from your body. If you decide to keep it, cut the tag.

If not, repack it immediately.

Keep the packaging

The original box or poly bag is not required, but it helps. If you have it, use it. If not, any sturdy box works.

Make sure the items are protected from damage during shipping.

Use the carrier specified on the label

Do not substitute. If the label says UPS, do not drop it at FedEx or USPS. The barcode will not scan.

A quick check of the carrier name takes two seconds and saves weeks of hassle.

Contact customer service for anything unusual

If the item is damaged, if you lost the receipt, if the return was rejected, if the refund is late. The support team can handle most problems quickly. The live chat on the website is the fastest option.

Know your consumer rights

In the United States, there is no federal law requiring stores to accept returns. The return policy is a voluntary offer by the retailer. In the European Union and the United Kingdom, distance selling regulations give you a 14-day cooling-off period for online purchases.

That right is stronger than the store’s own policy.

Author: Larry Bing

Website: ReturnPolicys.com

ReturnPolicys.com independently researches publicly available policy information to help consumers understand return, refund, and exchange processes. We are not affiliated with the companies mentioned unless clearly stated. Official company policies may change.

Always confirm important details from official sources.