POPULAR QUESTIONS


US/CAD ALLSAINTS ONLINE RETURNS & EXCHANGE POLICY

Return your online order in it’s original condition to our Distribution Centre within 14 days of receiving your order for a full refund. This applies to full price and sale purchases.

US domestic orders will include a free returns label unless your order contains fragrance.

Exchange or receive a gift card within 28 days. Exchange for different colour or size of the same style.

Returns will be processed within 48 hours, this may vary during busy periods.

Items received outside of our 28 day return period will be returned to you.

Allow 5-10 working days for refunds to appear in your account.

If your payment was made with a gift card and credit card we’ll refund your gift card first.



Please note:

To protect your purchase a selection of our dresses and leathers are tagged and refunds will only be offered if this tag remains attached when returned.

Item returns received without the tag attached will either be exchanged or returned to the customer.

We monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your AllSaints account.




Yes, we currently ship to over 220 destination globally with our shipping partners UPS. Please note, orders will arrive within 5-7 working days, whilst outlying areas may take longer. We ship outside of the US and Canada on a Delivery Duty Unpaid (DDU) basis. Prices are exclusive of all taxes and duties.



If you're confident you entered your email address correctly, it may be that your junk mail filter doesn't like our email address. Some web-based email services such as Yahoo, Google and Hotmail, block emails from unknown senders, so check your junk mail folder. You may also need to add us to your address book to ensure our emails arrive in your inbox.



Unless you have asked us to cancel your order, we only ever cancel orders when we run out of a particular item. If this does happen, please accept our apologies. We hope we can help you find a suitable alternative, and you will be refunded via your original method of payment. Please allow a few working days for the funds to reflect in your account.



If you no longer wish to hear from us, please click on the unsubscribe link at the bottom of one of our emails or log into your AllSaints account and visit the 'preferences' section. You can also unsubscribe by emailing us on ask@allsaints.com. Please note that it may take up to 5 days for the change to take effect.



**During busier times, please allow 10 working days from the date you returned your items before contacting us about your refund.**

We expect most parcels to be refunded within 3 days of reaching us but please note that this does not include your bank's processing time. We will email you to let you know when your refund has been processed. If you have received a refund confirmation email but can’t see the funds in your account, please contact your bank/card issuer for further information.



A store-sourced item is a product which has been fulfilled from one of our stores as it is no longer available at our distribution centre. Store-sourced items will be delivered separately within 3-5 working days, including Amazon orders. Please allow an additional 4 working days for international delivery. You will be advised if an Item is coming from a store during the checkout process.

Depending on the size of your order, your parcel may arrive in a polybag envelope or in our branded box. Please note we do not currently offer a designated gift wrapping or gift receipt service.



No, but we are currently working towards offering this service. Please log into your UPS My CHoice to select a UPS in flight option for convenience.


FAQS


For more information, please see the full 'Shipping' section below.



For more information, please see the full 'Returns & Exchanges' section below.



DO I NEED AN ACCOUNT TO PLACE AN ORDER?

You’re able to set up an AllSaints account or check out as a guest or Amazon Pay (UK, US and Germany only).



I'VE FORGOTTEN MY PASSWORD:

Click the forgotten password link under our login section to reset your password or continue shopping.



I CHECKED OUT AS A GUEST, HOW DO I TRACK MY ORDER?:

You will receive a dispatch confirmation email with the tracking number enclosed.



CAN I PLACE AN ORDER BY TELEPHONE?

Yes, we use a secure PCI compliant telephone system. We are able to process phone orders in the following currencies: GBP, EUR, USD, and CAD.



HOW WILL MY ORDER BE PACKAGED?

Depending on the size of your order, your parcel may arrive in a polybag envelope or in our branded box. All gift cards are packaged in an AllSaints gift box and shipped on a tracked service.

Please note we do not currently offer a designated gift wrapping or gift receipt service.



CAN I CHANGE OR CANCEL MY ORDER ONCE IT HAS BEEN PLACED?

You may change or cancel an order before we send you a Dispatch email by contacting Customer Experience. If the order is dispatched please refuse the order at the point of delivery or send it back using your returns slip.



HOW DO I REDEEM A PROMOTIONAL CODE?

Enter the code in the promotional code box on the payment page and click 'SUBMIT'. If the code isn’t working, place your order and contact Customer Experience with your order number.



HOW DO I CONTACT ALLSAINTS WITH ANY QUESTION?

You can contact Customer Expericence here for any general question or in relation with your order.

Please note that we now have a SMS number in both the US and UK. You will not be charged by AllSaints for using this service. However you will be charged for your text messages at your local tariff rate by your phone provider.


WHY HAVE I BEEN ASKED TO VERIFY MY DETAILS FOR MY ONLINE ORDER?

To protect our customers we regularly perform random security checks on online orders. If your order has been selected for review, you will be required to provide a bank authorisation code and/or utility bill so we can verify your details. This security policy is in place for your protection.


WHEN WILL I BE CHARGED?

When placing your order we carry out a standard pre-authorisation check on your payment card. Payment will not be taken until your order has been dispatched.



WHAT PAYMENT METHODS & CURRENCIES DO YOU ACCEPT?

Visa, Mastercard, American Express, Solo, Delta, Maestro, Prepaid Visa Cards, Visa Deferred Debit, Discover, Paypal, Amazon Payments and AllSaints Gift Cards. We currently trade in GBP (£), EUR (€), USD ($), WON (₩) YEN (Y) CAD ($)



IF I PAID WITH A GIFT CARD AND CREDIT CARD, WHICH WILL BE REFUNDED FIRST?

The money is returned first to your gift card and then to the card as outlined in Section 4.1 of our Terms and Conditions.



I’VE BEEN REFUNDED BUT NO LONGER HAVE MY GIFT CARD?

If you no longer have the gift card you used to place the order, please contact our Customer Experience team.



CAN I USE MULTIPLE GIFT CARDS ON AN ORDER?

You’re able to use one gift card per order on our website. If you have several gift cards, contact Customer Experience For security purposes you must be able to provide us with the full gift card number as well as the PIN number.



DO YOU PERSONALISE GIFT CARDS?

We are unable to add a message to a gift card purchased online, however this is something we are working towards.



WHY DO YOU CHARGE FOR GIFT CARD DELIVERY?

All gift cards are packaged in an AllSaints gift box and shipped on a tracked service.



CAN I RESELL MY GIFT CARD?

AllSaints gift cards cannot be exchanged or refunded for cash. We are unable to accept gift cards which have been resold.



WHAT IS THE ALLSAINTS PRICE MATCH POLICY?

From 20 November 2018, we are introducing a one-time price match offer.

From this date, if you buy an item in an AllSaints standalone store or online at www.allsaints.com, and we reduce that item in price within 14 days from the date of purchase, we will refund you the difference.

At the time of your request to price match, the exact style, colour and size of your item must be in stock and available for purchase at a reduced price online at www.allsaints.com, or in AllSaints standalone stores that trades in the same currency.


The following conditions apply:

  • This price match offer excludes items sold through outlets, department store concessions, auctions or third party websites, Travel and Dutyfree stores.
  • The price adjustment credit will be issued to your original form of payment.
  • You may only use this price match offer once against each qualifying item.
  • Delivery charges and any other charges and duties are excluded when calculating the original price of an item.
  • We are unable to offer price adjustment on items originally purchased in a sale, using a voucher code or on any special promotion items that are temporarily reduced in price.


  • HOW DOES IT WORK FOR AN ONLINE PURCHASE?

    To receive a price adjustment please contact Customer Experience with your order number, the product name and the current selling price available on www.allsaints.com .



    HOW DOES IT WORK FOR A STORE PURCHASE?

    Please visit any AllSaints standalone stores, excluding outlet and department store concessions, to request a price adjustment with your original receipt. AllSaints may withdraw this offer at any time at its sole discretion.



    WHAT IS AMAZON PRIME & THE BENEFITS?

  • Amazon Prime membership entitles you to Free Next Day delivery on AllSaints.com to US Prime members on orders shipped to a US address with no minimum spend; as well as free returns.
  • AllSaints will take care of fulfilling your order and you’ll be charged on dispatch. As a signature is required for all AllSaints deliveries, we do not ship to collection points such as Amazon Lockers.
  • If you're having issues logging into your Amazon account, please try resetting your Amazon password.
  • AllSaints and Amazon gift cards cannot be redeemed when purchasing through Amazon Pay on allsaints.com.


  • WHAT IS A STORE SOURCED ITEM?

    A store sourced item is a product which has been fulfilled from one of our stores as no longer available at our Distribution centre. Store sourced Items will be delivered separately within 3-5 working days, including Amazon orders. Please allow an additional 4 working days for international delivery. You will be advised if an Item is coming from a store during the checkout process.



    WHEN WILL AN ITEM WILL BE BACK IN STOCK?

    If your size is out of stock please register your interest on the product page and you’ll be contacted if we get the item back in stock via email. To check your local store availability please call Customer Experience or the store directly: Here.



    WHERE CAN I FIND SIZE AND FIT INFORMATION?

    Refer to our Size Guide page for any size and fit information. Our Customer Experience stylists are on hand 24/7 to offer style and fit advice and place your order by phone if you require further support.



    CAN YOU VERIFY PRODUCT AUTHENTICITY?

    AllSaints does not trade via eBay or any other auction website. We are not able to verify the authenticity or quality of any item sold on such a site under the AllSaints brand name.



    HOW DO I CARE FOR MY ALLSAINTS LEATHER GARMENT?

    Our leather pieces are iconic and instantly recognisable as AllSaints.

    We do not coat our leather in plastic, and as a result the skin remains porous.

    This means our leather goods are not water resistant and are susceptible to absorb liquid.

    We recommend you avoid exposure to moisture and sunlight. This may have an adverse effect on the colour of the leather. Rain, humidity, direct sunlight, oil, grease (hand cream, make-up), alcohol (perfume solvents) and other abrasive product can all cause permanent marks.

    We advise sourcing a leather care specialist who uses an environmentally friendly method to protect your garment.

    We would suggest a professional leather cleaning by such a specialist every 6-12 months.

    If you choose, you can apply a weather resistant product to your item, and follow the direction of the manufacturer. AllSaints is not able to take any responsibility for any discolouration caused by these types of products or treatments.

    Due to the global nature of our business we are not currently able to recommend any leather specialists in particular, or a weather resistant product.

    To keep your leather in the best possible condition store in a dust bag where it will be dry and well ventilated, not plastic packaging.

    Due to the organic nature of the fabric, colour grain variations are to be expected and are a characteristic of natural leathers. Variations in tone, marking and even texture should not be considered imperfections, but unique identifiers of your leather item.



    DO YOU OFFER GARMENT CARE ADVICE FOR ALLSAINTS PRODUCTS?

    Each garment has unique care instructions on the internal label. Generally, we always advise to read and adhere to the care label and washing instructions before washing your clothes.

    The care label washing temperature is the highest permitted temperature.

    If you are unsure, always wash at a lower temperature rather than higher or hand wash.

    Turn garment inside out before washing.



    WHERE’S MY NEAREST STORE?

    You can search for your closest store via our store locator.



    CAN I RETURN A DEPARTMENT STORE CONCESSION PURCHASE TO AN ALLSAINTS STORE?

    No. We are unable to accept returns from for AllSaints items bought in Department stores. All items purchased through one of our concessions would fall under the host store’s returns policy and should be returned to that store directly.



    DO YOU OFFER CLICK AND COLLECT?

    No, we are currently working towards offering this service. If you select delivery to one of our stores, we cannot accept liability for the parcel and may contact you to request an alternative address.



    CAN YOU TRANSFER A PRODUCT TO MY LOCAL STORE?

    This is not a service our network is currently able to support. However we can place an online order for home or business address delivery.



    WHO DO I CONTACT IF I’M UNHAPPY WITH THE SERVICE I’VE RECEIVED?

    You can contact our Customer Experience. We welcome all feedback and will work with you to resolve your query.


    WHO DO I CONTACT IF I HAVE AN ISSUE WHICH ALLSAINTS ARE UNABLE TO RESOLVE?

    In the unlikely event that there is a dispute in relation to the goods supplied, any dispute or claim shall be governed and construed according to United States Law and shall be subject to the exclusive jurisdiction of the US Courts.

    If any provision of these Terms & Conditions is held by any Court or other authority to be invalid or unenforceable in whole or in part, then the validity of the rest of these Terms & Conditions and the remainder of the provision in question shall not be effected thereby.

    For more information please contact Customer Experience.



    I’M HAVING TROUBLE WITH YOUR WEBSITE, WHAT DO I DO?

    Clear your cookies, close your browser, reopen it and visit our site again.

    We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc. If you’re still having problems, contact Customer Experience.



    IS YOUR WEBSITE SECURE?

    All transactions are secured. The AllSaints website is provided with an SSL encryption system to protect personal and payment data.

    Please click here for more information: Privacy Policy



    ARE YOUR PRODUCTS ETHICALLY SOURCED & MANUFACTURED?
    SOURCING:

    AllSaints products are made using ethical labour and materials.

    Our vendors, suppliers and subcontractors are all obliged to sign our compliance manual based on the core conventions of the International Labour Organisation.

    The provisions of these conventions constitute the minimum and not the maximum standards all suppliers must meet in order to do business with AllSaints.

    All animal derived products are from ethical vendors that ensure animals are treated humanely. It is our strong view and business policy that human or animal rights should never be compromised as a result of our business in any form.


    MANUFACTURING:

    We have a code of conduct to ensure all employees that produce our products are treated ethically and fairly.

    We always seek to work with reputable and ethical suppliers globally and only engage vendors with transparent track records.

    We have established a narrow and select supplier base with whom we work very closely.

    As a result we have gained knowledge of their practices and collaborate with them on continuous improvements in process and standards.



    HOW DO YOU PROCURE EXOTIC SKINS?

    AllSaints is a member of the CITES management authority (Convention on International Trade in Endangered Species of Wild Fauna and Flora ) who require strict adherence to record keeping.

    This is a very rigorous system that ensures traceability, sustainability and best practice.

    We always seek to work with reputable and ethical suppliers globally. We only engage vendors with transparent track records.

    We have established a narrow and select supplier base with whom we work very closely.

    As a result we have knowledge of their practices and collaborate with them on continuous-improvements in process and standards.



    ARE ALLSAINTS FRAGRANCES TESTED ON ANIMALS?

    AllSaints fragrance are not tested on animals



    WHAT IS NOT FOR SALE?

    AllSaints supports the Not For Sale charitable organisation which protects people and communities from human trafficking.

    Their work provides survivors and at-risk communities in nine countries with safety, stability, education and economic opportunities.


    DELIVERY

    Free Delivery on all Standard Canadian orders over C$250

    In order to offer our customers a premium courier service we use UPS for all orders.

    We offer 2 delivery services:

  • Next Day Shipping service.
  • Standard Shipping service, including international.

  • You'll be able to reschedule, redirect, or have your order delivered The UPS Store or to a UPS Access Point location by registering with UPS My Choice. www.ups.com/mychoice/


    Exclusions

  • We offer a standard delivery service for Alaska, Hawaii, Puerto Rico and outlying regions of Canada.
  • Store sourced Items will be delivered separately within 5-7 working days, including Amazon and Amazon Prime orders. You will be advised if an Item is coming from a store during the checkout process. Please allow an additional 2 working days for international delivery.
  • Our Next business day delivery service for all US and Canadian orders is C$24.95.

  • Order by 7pm (EST), 6pm (CST), 4pm (PST) for NEXT DAY Shipping, delivered Monday to Friday excluding weekends.
  • Order After 7pm (EST), 6pm (CST), 4pm (PST) on Thursday and before 7pm (EST), 6pm (CST), 4pm (PST) on Friday and you’ll receive your order on Monday.
  • Amazon Prime members can benefit from Free Next Day Shipping with no minimum spend for shipping within the US and Canada.
  • You'll receive a tracking number once your order leaves our distribution centre for use on the UPS website.
  • Deliveries arrive between 9am and 5pm Monday to Friday, excluding weekends.
  • A signature is not required for delivery as UPS may leave your parcel in a safe place.

  • Exclusions

  • We offer a standard delivery service for Alaska, Hawaii, Puerto Rico and outlying regions of Canada
  • Our US standard shipping service is free for orders over C$250. For orders under C$250 delivery is C$9.95.

  • You'll receive a tracking number once your order leaves our distribution centre for use on the UPS website.
  • Deliveries arrive between 9am and 5pm Monday to Friday, excluding weekends within 3-5 working days for US and Canada. Please allow 7 working days for international delivery.
  • A signature is not required for delivery as UPS may leave your parcel in a safe place.

  • Exclusions

  • Outlying areas may take up to 7 working days.
  • Orders delivered to Canada are shipped on Delivered Duty Paid basis. Therefore our customers are not liable for the tax and customs fees.

    AllSaints offer a Next Business Day and Standard shipping service for Canadian orders.


    We offer free Standard Shipping for all orders to Mexico over C$250. For orders under C$250 delivery is C$9.95.

    We ship our orders to Mexico Delivered Duty Unpaid (DDU) with UPS. This means prices are exclusive of all taxes and duties. These charges are the responsibility of our customer and have to be paid on delivery of your order. Please contact your local customs office for more information.

    Deliveries arrive between 9am and 5pm Monday to Friday. Expect to receive your order within 5-7 working days. Working days do not include weekends or public holidays.

    Please note: If your order contains footwear, you must hire a licensed broker to clear customs.


    We offer free Standard Shipping for all orders to South America over C$250. For orders under C$250 delivery is C$9.95 from our US website only: www.allsaints.com

    We ship our orders to South America Delivered Duty Unpaid (DDU) with UPS. This means prices are exclusive of all taxes and duties. These charges are the responsibility of our customer and have to be paid on delivery of your order. Please contact your local customs office for more information on specific regulations and restrictions.

    Deliveries arrive between 9am and 5pm Monday to Friday. Expect to receive your order within 3 to 5 working days. Working days do not include weekends or public holidays. Outlying areas may take longer.

    Store sourced Items will be delivered separately within 3-5 working days, including Amazon and Amazon Prime orders. You will be advised if an Item is coming from a store during the checkout process. Please allow an additional 2 working days for international delivery.


  • BRAZIL: Orders shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF). To avoid any possible delays, make sure you have this information available when our shipping partner contacts you. Orders over $2999 USD require formal customs clearance. We recommend that you hire a broker in order to comply with regulations.
  • ARGENTINA: Orders valued at $1000 USD or greater will require formal entry and must be cleared by a third-party broker.
  • CHILE: Orders valued $1000 USD and greater will require a broker in order to comply with regulations.
  • ECUADOR: Orders valued greater than $2,000 USD or weighing in excess of 50kg require formal customs clearance. We recommend that you hire a broker in order to comply with regulations.
  • PERU: Order valued greater than $2,000 USD will require formal customs clearance. We recommend that you hire a broker in order to comply with regulations.


  • C$29.95 or free for orders over C$350.

  • Deliveries arrive between 9am and 5pm Monday to Friday. Working days do not include weekends or public holidays.
  • Orders will arrive within 5 working days, outlying areas may take longer.
  • UPS carries all our deliveries and you'll receive a tracking number once your order leaves our distribution centre for use on the UPS website.
  • We ship all international orders on a Delivery Duty Unpaid (DDU ) basis. This means prices are exclusive of all taxes and duties. These charges are the responsibility of our customer and have to be paid on delivery of your order. Please contact your local customs office for more information.
  • If you are not available, we will leave you a card telling you how to rearrange your delivery or where you can pick up your items. We may also leave your order with an immediate neighbour, but we cannot leave it in a safe place for your own security.
  • We deliver to PO Boxes in the following countries: Saudi Arabia, Bahrain, Iran, Iraq, Jordan, Kuwait, Oman, Qatar, United Arab Emirates. It is essential for successful delivery that a valid contact name and consignee telephone number is provided.


  • AUSTRALIA

    From 1 July 2018, Australian Goods and Services Tax will be included in the product price for all transactions where you pay AUD $1,000 or less for your basket.

    For deliveries to Australia over the value of AUD $1,000, we operate on a DDU (Delivered Duty Unpaid) basis. This means that:

  • Product prices for such destinations are exclusive of all taxes and duties;
  • You will be responsible for payment of any customs clearance expenses, import duties, sales taxes, brokerage fees and any other similar charges or fees imposed by the customs authorities of the destination country. Payment of these will be necessary in order to release your Items from customs on arrival. Please note that we have no control over these charges and cannot predict their amount or offer a refund in the event that you are unable or unwilling to pay these charges;
  • You are responsible for providing any information required by the customs authorities of the destination country to ensure the Goods are cleared. We recommend you contact the customs authorities of the destination country to determine a landed cost price for the Items prior to placing an order and what information will be required to obtain release of the Items from customs.


  • UK AND EUROPE

    For shipments to UK or Europe from our North American websites, please note that we ship on a DDU basis. Please visit www.allsaints.com where you can take advantage of more shipping options and pay in GBP (£) or www.allsaints.eu for Euros (€).


    RUSSIA

    The Federal Customs Service of Russia calculates customs fees based on the total value of goods imported by each customer within a one month period.

    We recommend that you keep track of the orders you place, as in a small number of areas in Russia, if you exceed the monthly import threshold amount, your purchase will be sent back to us. For more information please contact your local customs office. Our shipping partner will contact you via SMS message or email and ask you to provide necessary documentation.

  • A copy of your passport
  • A passenger declaration - please collect from your local customs office
  • A copy of your order confirmation
  • A power of attorney signed by the importer electronically on the web-portal
  • A copy of proof of payment - i.e. a bank statement
  • The original importers guarantee letter.


  • SOUTH KOREA

    For shipments to South Korea from our North American websites, please note that we ship on a DDU basis. Please visit www.allsaints.kr where you can take advantage of more shipping options and pay in WON (₩).


    DELIVERIES OUTSIDE NORTH AMERICA (Including Mexico, excluding Australia):

    We operate on a Delivered Duty Unpaid basis. This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customer and have to be paid on delivery of your order.

    These charges are set by the customs authorities of the destination country and you may also need to provide additional information to clear your order. Please contact your local customs authority for more information.


    DELIVERIES TO AUSTRALIA

    From 1 July 2018, Australian Goods and Services Tax will be included in the product price for all transactions where you pay AUD $1,000 or less for your basket.

    For deliveries to Australia over the value of AUD $1,000, we operate on a DDU (Delivered Duty Unpaid) basis. This means that:

  • Product prices for such destinations are exclusive of all taxes and duties, including UK VAT;
  • You will be responsible for payment of any customs clearance expenses, import duties, sales taxes, brokerage fees and any other similar charges or fees imposed by the customs authorities of the destination country. Payment of these will be necessary in order to release your Items from customs on arrival. Please note that we have no control over these charges and cannot predict their amount or offer a refund in the event that you are unable or unwilling to pay these charges;
  • You are responsible for providing any information required by the customs authorities of the destination country to ensure the Goods are cleared. We recommend you contact the customs authorities of the destination country to determine a landed cost price for the Items prior to placing an order and what information will be required to obtain release of the Items from customs.

  • US NEXT DAY DELIVERY: We offer a standard delivery service for Alaska, Hawaii, Puerto Rico and outlying regions of Canada

    STORE SOURCED ITEMS: Store sourced Items will be delivered separately within 3-5 working days, including Amazon and Amazon Prime orders. You will be advised if an Item is coming from a store during the checkout process. Please allow an additional 4 working days for international delivery.

    DELIVERY TO RUSSIA:

    UPS are able to ship to the following locations in Russia only. Any locations not listed are undeliverable by UPS.

    Moscow (including postcodes 140000-144012 in Moscow Oblast), Nizhniy Novgorod (including Nizhegorodskaya Oblast), Krasnodar (including Krsnodar Oblast), Novorossiysk, Sochi, Stavropol (including Stavropol Oblast), St. Petersburg (including Leningrad oblast), Khabarovsk (including Khabarovsk Oblast), Blagoveschensk and Vladivostok.

    Arkhangelsk, Astrakhan, Belgorod, Bryansk, Chelyabinsk, Chita, Irkutsk, Ivanovo, Izhevsk, Kaluga, Kazan, Kemerovo, Kostroma, Krasnoyarsk, Lipetsk, Murmansk, Naberezhyne Chelny, Novgorod, Novokuznetsk, Novosibirsk, Novy Urengoy, Omsk, Orel, Orenburg, Perm, Pskov, Pyatigorsk, Rostov-on-Don, Ryazan, Samara, Saratov, Smolensk, Surgut, Tambov, Togliatti, Tuapse, Tula, Tver, Tyumen, Ufa, Ulyanovsk, Vladimir, Volgograd, Voronezh, Vyborg, Yaroslavl and Yekaterinburg.


    SHIPPING TO SOUTH AMERICA:

    We ship to South America from the US only, therefore we recommend you place order from our US site www.us.allsaints.com. Please click here for more information.


    EXOTIC SKINS:

    Due to international trading agreements and regulations AllSaints must adhere to specific shipping restrictions. We are unable to ship exotic skins outside the EU. In addition, we are required by EU regulation to obtain a CITES (Convention on International Trade in Endangered Species of Wild Fauna and Flora) permit before items made from exotic skins can be shipped. This may cause a delay in processing your order. For further information, please contact Customer Experience.


    FRAGRANCES:

    Due to shipping restrictions we are unable to ship orders containing AllSaints fragrance by air transportation. International, Canadian and some Next Day destinations will be excluded. Please select a UK or US domestic address or remove fragrance from your basket.


    SHIPPING FOOTWEAR TO MEXICO:

    If your order contains footwear, you must hire a licensed broker to clear customs.


    US. ALTERNATIVE ADDRESSES:

    For your safety and security we do not deliver to APO, FPO or PO box addresses.


    DELIVERY TO BELARUS:

    Please note for orders delivered to Belarus, we can deliver to Minsk airport only.


  • A signature is not required for delivery as UPS may leave your parcel in a safe place.
  • Returns

    We're sure you'll be happy with your AllSaints purchase, but we all change our minds. If you do, US returns are free. Please read through the information below.
    As always, our Customer Experience Team are only a phone call or a tweet away:
    +1 877 840 1294
    @AskAllSaints


  • For a full refund, please return your online order in its original condition to our Distribution Centre within 14 days of receiving. This applies to full price and sale purchases.
  • US domestic orders will include a free returns label unless your order contains a fragrance product.
  • Exchange your purchase for a different colour variation or size within 28 days of purchase. You can also exchange for a gift card.
  • Returns will be processed within 48 hours, this may vary during busier periods.
  • Items received outside of our 28 day return period will be returned to you.
  • Allow 5-10 working days for refunded payments to appear in your account.
  • If your payment was made using both a gift card and credit card, we’ll refund your gift card first.

  • To protect your purchase, a selection of our dresses and leathers are tagged and refunds will only be offered if this tag remains attached when returned. Dress returns received without the tag attached will either be exchanged or returned to the customer.
  • Please note, we monitor the number of returns made by customers and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your AllSaints account.


  • RETURN IN STORE

  • Return your online order to any AllSaints store that trades in the same currency for an exchange or gift card only within 28 days (excluding global department stores and physical outlets). We are unable to refund online orders in stores.
  • Exchanged items must be in their original condition, and accompanied by a copy of your original invoice. If you exchange your online purchase in store you fall under the store’s return policy for further exchanges. Your statutory rights are not affected.

  • FRAGRANCE RETURNS

  • For health and hygiene reasons we are unable to exchange or refund fragrances once the original packaging and cellophane wrap has been opened or the product has been used.

  • SWIMWEAR AND UNDERWEAR RETURNS

    To return swimwear and underwear it must be unused with complete original packaging.


    HANDBAG RETURNS

    To return your handbag please wrap carefully in the original dust bag to prevent any damage during shipping. When examining your handbag please be mindful not to scratch or mark the product.



    REFUNDS:

  • Please bring your receipt and the item in its original condition, back within 14 days for a refund via your original form of payment or gift card. We are unable to refund online orders in stores.
  • Concession purchases are to be returned according to the department stores own policy. Outlet store purchases can be returned to an outlet store for an exchange only.

  • EXCHANGES:

  • Items purchased in an AllSaints store or AllSaints.com can be exchanged in any store (excluding outlets and concessions) trading in the same currency within 28 days.

  • CONCESSIONS AND PHYSICAL OUTLET STORES:

  • Purchases made in department store concessions should be returned or exchanged in accordance with the department store’s own return and exchange policy. Purchases made in our physical outlet stores can only be exchanged for a gift card or alternate style in a physical outlet store within 14 days. We are unable to refund outlet store purchases.
  • Please note that online orders and purchases from mainline stores cannot be returned or exchanged in concession and physical outlet stores.

  • Your statutory rights are not affected.



    Return your online order to our Distribution Centre within 14 days of receiving your order for a full refund. Exchange or receive a gift card within 28 days. Exchange for different colour or size of the same style.

    For security reasons we are unable to accept hand-carried returns to our distribution centre.


    RETURNS ADDRESS:

    AllSaints Website Returns, 880 Remington Blvd, Bolingbrook, Chicago, IL, USA 60440


    RETURN TO DISTRIBUTION CENTRE:

    US RETURNS:

  • Fill in the returns form received in your order, apply the sticky returns label to the front of the parcel and drop it off at your nearest UPS Drop Point.
  • If you have lost or didn't receive a form, log in to your account at 'My Account', 'My Orders' and select the 'Reprint Free Returns Label' or contact Customer Experience.
  • Your unwanted items are your responsibility until they reach our warehouse. We recommend that you retain your proof of postage.

  • INTERNATIONAL RETURNS (Including Canada):

  • You can return your order using any trackable postal service; you'll need to cover the postage costs yourself.
  • Please mark your parcel as ‘returned goods’ to avoid being charged any further duties.
  • If you didn’t receive a return form you can include a written note with your name, order number and request instead.
  • Alternatively, if you are a European customer, you may cancel your order and return any item to us in accordance with the Consumer Contracts Regulations 2013. Please see our Terms and Conditions for further details.
  • Please return your order to the above address. For security reasons we are unable to accept hand carried returns to our distribution centre.

  • RETURN TO STORE:

  • Return your online order to any AllSaints store for an exchange or gift card only within 28 days (excluding global department stores and outlets). Please note that stores aren't able to offer a refund for online orders.
  • Exchanged items must be in their original condition, and accompanied by a copy of your original invoice. If you exchange your online purchase in store you fall under the store’s return policy for further exchanges. Your statutory rights are not affected.


  • Domestic returns may take 5 working days to be delivered to us depending on origin. We advise that you use a trackable service for your return.
  • Returns will be processed within 72 hours after receipt at our distribution centre, this may vary during busy periods.
  • Allow 5-10 working days for refunds to appear in your account depending on your bank.
  • For International exchanges, please allow up to 10 working days for the exchange to be delivered.

  • Returns will be processed within 72 hours after receipt at our distribution centre, this may vary during busy periods.
  • Allow 5-10 working days for refunds to appear in your account depending on your bank.
  • For International exchanges, please allow up to 10 working days for the exchange to be delivered.

  • EUROPE AND INTERNATIONAL ORDERS:

  • Your delivery costs will be refunded if you cancel post dispatch as we do not offer a free returns service for international orders.

  • DELIVERY COSTS REFUND:

  • Delivery costs will be refunded in the following circumstances:
  • If you cancel your order before dispatch.
  • If you return a faulty item.
  • If we cancel your order due to stock availability.
  • UK & EU customers: If you choose to cancel your order under the Consumer Contracts Regulations (in which case we will refund you the value of our least expensive /Standard delivery method). Please see our Terms and Conditions for more information on how to cancel under the Consumer Contracts Regulations. Please note that if you cancel your order under the Consumer Contracts Regulations you will not be able to use our free returns service but will have to pay the cost of returning the item to us.


  • ORDERS DELIVERED OUTSIDE NORTH AMERICA (INCLUDING MEXICO, OTHER THAN AUSTRALIA):

    We operate on a Delivered Duty Unpaid basis. This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customer and have to be paid on delivery of your order.

    These charges are set by the customs authorities of the destination country and you may also need to provide additional information to clear your order. Please contact your local customs authority for more information.


    ORDERS DELIVERED TO AUSTRALIA:

    From 1 July 2018, if your order has been sent to Australia and you have paid AUD $1,000 or less for your basket, all sales taxes will be refunded.

    If your order has been sent to Australia and you have paid more than AUD $1,000 for your basket, customs duties and sales taxes are non-refundable through AllSaints. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.