Has my order been shipped?

As soon as your order has been shipped we will automatically send you confirmation via email/text including your tracking number.

How can I track my order?

You can track your order using your tracking/ consignment number.

This will be emailed to you or can be found in the 'Your Orders' section of your account.

You can track all orders by visiting www.ups.com

You may have to allow 24 hours for this number to become active.

I have received a faulty item in my order, what should I do?

Please return your faulty item to the warehouse address using a tracked postal service.

For full details, refer to our Returns page.

I have received an incorrect item in my order, what should I do?

If you've received an incorrect item, contact a member of our Customer Experience Team on 1-877-840-1294 where a stylist will be happy to help.

US and Canadian Standard Shipping Information

We offer free Standard Shipping for all US and Canadian orders over C$200. For orders under C$200 delivery is C$5.95.

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.

Deliveries arrive between 9am and 5pm Monday to Friday. Expect to receive your order within 2 working days. Working days do not include weekends or public holidays.

A signature is not required for delivery as UPS may leave your parcel in a safe place. Please contact the Customer Experience team if you wish to opt out of the ‘leave safe option’.

Please allow us an additional 24 hours to deliver your order over Public Holidays.

Please refer to our Shipping section for full details.

Canadian Next Day Shipping Information

Our Next business day delivery service for all US and Canadian orders is $14.95.

Please note that the cut off time for this service is 6pm (CST)/7pm (EST).

If you order by 6pm (CST)/7pm (EST) Monday - Thursday, you will receive your goods the next Business day. Orders placed after 6pm (CST)/7pm (EST) on Thursday, and before 6pm (CST)/7pm (EST) on a Friday will be delivered on Monday. Orders placed after this time up until 6pm (CST)/(EST) on Monday will be delivered on Tuesday.

Please note that our NEXT DAY shipping service is only available to continental US Zip codes and Canadian Postal Codes and excludes Alaska, Hawaii and Puerto Rico and outerlying Canadian territories.

All orders placed with AllSaints require a signature upon delivery.

Please note during busy periods such as seasonal sale and Christmas, shipping may take longer. Additionally, orders placed on public holidays will be processed the following business day.

We conduct security checks before orders are shipped; in the event that this causes a delay, we might not be able to fulfill next day deliveries. Should this happen, any charges originally applied will be refunded.

Do you deliver to P.O. Boxes?

Unfortunately we do not deliver to P.O. Boxes due to security reasons. Please contact a member of our Customer Experience Team on 1-877-840-1294 for more information.

Do you deliver to APO and FPO addresses?

Unfortunately, we are unable to ship to APO and FPO addresses at this time. Please contact a member of our Customer Experience team on 1-877-840-1294 for more information.

Will I have to sign for my package?

Typically, we do not require a signature when we deliver your package. However, there are instances when the UPS driver may decide to choose this option, which is at their discretion.

Please note if your parcel is damaged upon arrival then we recommend you refuse delivery and contact our Customer Experience team to let them know.

How will my AllSaints order be presented?

Our branded signature packaging is perfect if your purchase is a gift, although we do not currently offer a designated individual gift wrapping, gift messaging or gift receipt service for digital orders.

A gift receipt service and gift boxes are available in mainline stores.

Tax & Duty

Our Canadian customers are not required to pay any duties or taxes to receive their order when ordering from our Canadian site to a domestic address. The price as retailed on our site is the final price price paid.

For international orders, AllSaints operate on a DDU (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.

Can I have my order sent to a store?

Unfortunately we are unable to ship orders to any of our stores due to security reasons.

If you are unsure of whether or not an item is suitable please note that we offer free Standard Delivery and a refund if returned to our Website Returns address within 14 days of receipt.

Please refer to our Returns page for full Terms & Conditions.


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.


Can I return an item purchased online to one of your stores?

Items purchased online at AllSaints.com, can be exchanged for items of the same value or higher within 14 days of purchase at any stand alone store that accepts the same currency as the original purchase.

We are unable to offer a refund or gift card in store, for purchases made online at AllSaints.com or in any of our outlet stores.

Once the exchange is processed, you fall under the store's return policy. Online items received faulty cannot be refunded in our stores. Please send these back to our distribution centre using our free returns label service.

For full details, refer to our Returns page.

What is your return policy for items bought in AllSaints stores?

REFUNDS: We hope you are happy with your Allsaints store purchase. Should you need to return anything purchased at an AllSaints store, including sale items, please bring your receipt and unworn item back within 14 days and we will help you find something else, give you a gift card, or provide a refund based on the original payment method. Please note that stores aren't able to offer a refund for online orders.

EXCHANGES: Items purchased at an AllSaints store, or online at AllSaints.com, can be exchanged within 28 days. You can exchange your purchase for another item or gift card at any store that that accepts the same currency as the original purchase.

CONCESSIONS AND 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 outlet stores should only be returned or exchanged in an outlet store. Online orders cannot be returned or exchanged in concession and outlet stores.

Your statutory rights are not affected.

What is your online returns policy?

You can return any item to our Distribution Center for a refund within 14 days of receipt or exchange it for a different size or color withing 28 days.

If the items are received after 14 days we'll issue you with a gift card for the appropriate amount.

Any items received after 28 days will have to be refused.

To protect your purchase a selection of our dresses and leather jackets are tagged and refunds will only be offered if this tag remains attached when returned. Returns on these items received without the tag attached will either be exchanged or returned to the customer.

Your unwanted items are your responsibility until they reach our warehouse. We recommend that you retain your proof of postage.

Returns hand carried to the warehouse will not be accepted due to security reasons.

Refunds will be made via the original method of payment. If a split payment is made, i.e. part giftcard and part credit/debit card, the giftcard will be refunded first.

If you are using our free returns service, transit back to our DC may take up to five business days.

We aim to process your return within 48 hours of receipt.

For full details, refer to our Returns page.

How do I return an item/items from my order/my order?

Please refer to our Returns page for information how to return an item(s) to us.

How do I return an item/items from my International order?

We process this all online. Simply log into your account, select 'Your Orders' and then the order you wish to return. Follow the instructions provided and tell us in as much detail as possible why you are returning your order and what you require. A unique returns reference number will be provided.

Don't have an account? We emailed you with some temporary account details when you made your order. Use these for the time being until you set up your full account.

Now, all you need to do is send off your parcel with the unique returns number that has been generated for you. Remember to send your returning order to:

AllSaints Returns, AllSaints USA Ltd, 880 Remington, Bollingbrook, Chicago, IL, USA 60440

Your unwanted items are your responsibility until they reach our Distribution Centre, so make sure they're packed up properly and can't get damaged on the way. We recommend that you retain your proof of delivery for your own security.

We will not be able to accept underwear or earrings unless they were delivered in an unsatisfactory condition. If you wish to return swimwear, please do not remove the original wrapping for hygiene reasons.

Returns hand-carried to the Distribution Centre will not be accepted due to security reasons.

Refunds will be made via the original method of payment. If a split payment is made, i.e. part giftcard and part credit/debit card, the giftcard will be refunded first.

I cannot access my account, how do I generate a returns reference?

If you are unable to access your account please call our Customer Experience Team on 1-877-840-1294 where a stylist will be happy to assist you.

I have returned an item from my order but my request is yet to be processed

Please check your tracking number to ensure that your return package has been signed for at our Website Returns address.

If it has been over 48 hours please contact our Customer Experience Team on 1-877-840-1294 where a stylist will be happy to assist you.

If your item is yet to be signed for or you do not have a tracking number please contact the relevant carrier you have chosen to return your item(s) with.

I requested an exchange but have received a refund

If you were expecting an exchange and have instead received a refund this may be because we were unable to exchange the item.

In instances such as this we would automatically issue you with a refund to ensure you have the funds to reorder.

If you have received an exchange when you requested a refund please contact our Customer Experience Team on 1-877-840-1294 where a stylist will be happy to assist you.

I paid for my order with a gift card and a debit/credit card, which will I be refunded to first?

You will be refunded to your giftcard first.

My account states I've been refunded but I'm yet to receive the money

Please ensure you are checking the account you used to place your order originally and allow up to 5 working days for your account to be credited.

For further enquiries please contact our Customer Experience Team on 1-877-840-1294 where a stylist will be happy to assist you.

I have been refunded to my giftcard but I have thrown it away

Our Customer Experience Team is on hand 24/7 to answer any questions. Contact 1-877-840-1294 where a stylist will be happy to help.

Will my shipping costs be refunded?

Your 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 or because the product is faulty on dispatch.
  • To exercise your cancellation rights, you must notify us within 7 working days from the day after you received your order. However, please note that orders already shipped must be received back at our Distribution Centre before a refund can be issued.
  • Please note:

  • US Orders: Your delivery costs will not be refunded if you cancel your order post dispatch and use our free US returns service as the free returns service is provided in place of reimbursement of the original delivery charges.
  • 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.
  • Shopping

    How is my payment processed?

    • 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.
    • The only exception is a telephone sale which is charged at point of purchase. These funds will not be available for your use.
    • The hold will stay on your card until payment of the goods is processed on dispatch of your order.
    • If you cancel your order prior to dispatch we will release the hold.
    • Please note that your bank may take up to 30 days to release the pre authorised funds.

    Do I need to create an account to be able to order?

    You can still order with us by using our Guest Checkout option.

    I am unsure of what size to purchase, please can you advise?

    Refer to our Size Guide page for any information.

    Our Customer Experience Team is on hand 24/7 to answer any questions. Contact 1-877-840-1294 where an advisor will be happy to help.

    I have received my item but am unsure of how to wear it, please can you advise?

    Here at AllSaints we try to be as detailed as possible with our descriptions.

    We have a multilingual team of stylists available 24/7 on 1877 840 1294, who will be happy to assist you.

    How do I get to hear about up and coming promotions and sales?

    To hear about future promotional activity please sign up to our mailing list. This option can be found in the top navigation bar of our home page, under Customer Experience.

    You can also become a fan on Facebook and follow us on Twitter.

    What payment methods do you accept?

    We currently accept the below payment methods.

    Visa, Mastercard, American Express, Maestro, Discover, Paypal and Amazon.

    You can also purchase using our AllSaints gift cards. To find out more or to buy a gift card please Click Here.

    How do I checkout using Amazon?

    Amazon allows you to access and use all your saved address and card information stored within your Amazon account in order to pay online at us.allsaints.com. We're currently unable to accept Amazon gift cards on our site.

    During checkout, simply log in using your Amazon username and password in order to access all stored information for a speedier checkout. Options to add new addresses and payment cards will also be available.

    After completing your purchase you will then be able to log in to the site using your Amazon login details in order to view all of your orders.

    What currencies do you trade in?

    We currently trade in GBP (£), EUR (€), USD ($) and CAD ($)

    Ensure you are logged into the regional site from which currency you wish to use.

    I have a giftcard, how do I use this?

    Please select the option 'I have an AllSaints giftcard and would like to use it for this order' at the checkout stage of you transaction and enter the information required.

    We're currently unable to accept Amazon gift cards on our site.

    Can I use more than one giftcard against a single order?

    Yes you can, however you will need to contact our Customer Experience Team on 1-877-840-1294 where a stylist will be happy to assist you.

    How do I change my account details?

    You can change your account details in the, 'Your Account Details,' section of your account.

    How do I cancel an order?

    You may cancel an order at any time up until the point of when the goods are being dispatched, after which you will need to return the items to us, in order to receive a refund. Please refer to our Terms and conditions page for further details. To cancel an order you must contact our Customer Experience Team on 1-877-840-1294.

    Can you tell me if items will be restocked?

    We are currently unable to advise when items are due to come back into stock. We can check your local store for availability. Our Customer Experience Team is on hand 24/7 to answer any questions. Contact 1-877-840-1294 where a stylist will be happy to help.

    I have seen an item in the Press/in your campaign, how can I purchase this?

    Our Customer Experience Team is on hand 24/7 to answer any questions. Contact 1-877-840-1294 where an advisor will be happy to help.

    I want to try an item on before I purchase it, please can you transfer it to my local store?

    We're currently unable to action customer transfer requests. However, we offer free delivery on all website orders.

    What happens if an item(s) from my order is out of stock?

    We work hard to fulfill every order we receive, however if the item you ordered is not available we will notify you by email, refund the value of the item as well the delivery charge of the entire order. The Customer Experience team is available 24/7 if you have any questions or to help you find an alternative.

    Are gift boxes available for online orders?

    All of our AllSaints online orders come packaged in our signature tissue and box, however we don’t provide gift packaging. AllSaints gift boxes are available for purchase in our stores over the holiday period while stocks last.


    I have a question about an order placed on AllSaints.com

    You should be able to find the information you're looking for in your order confirmation email from AllSaints or on the documentation that arrived with your order. For all queries, you can also contact AllSaints Customer Experience.

    Phone: 1-877-840-1294 (24 hours a day, 7 days a week).

    E-mail: ask@allsaints.com.

    What is Amazon Prime?

    Amazon Prime is a membership program by Amazon that provides Free Two-Day Shipping on millions of items on Amazon.com, unlimited access to videos and TV episodes on Prime Instant Video and more. Prime membership now also includes Free Next Day shipping on us.allsaints.com to US Prime members on orders shipped within the US & Canada, and Free Returns on orders shipped within the US.

    How do I become an Amazon Prime member?

    For more information or to join Prime go to www.amazon.com/prime.

    What benefits are offered on AllSaints.com for Prime members? How do I access my Prime benefits on AllSaints.com?

    You can use your Amazon Prime membership to get Free Next Day shipping with no minimum purchase and free returns on us.allsaints.com. You'll be prompted to sign into your Amazon.com account during checkout on us.allsaints.com to access the Prime benefits available on that website. AllSaints will take care of fulfilling your order.

    I'm having problems signing in to verify my Prime membership on AllSaints.com

    Sign in to Amazon.com using the e-mail address and password you're trying to use. If you're unable to do so, please try resetting your password on Amazon.com. You can find instructions on how to do this here.

    Privacy & Cookies

    What are AllSaints Cookies?

    Below is a list of 1st and 3rd party cookies. 1st party cookies are served from the AllSaints website, 3rd Party cookies are provided by some of our service providers, partners or external companies.

    1st Party Cookies

    Cookie NameCookie Purpose
    _ETRCRemembers the current Session ID and Basket contents
    ET_convertTo track clicks on links from promotional emails.
    callInterfaceUsed to determine which version of our secure checkout to use.
    locationUsed to determine the relevant region version of the site to display.
    mobile_configUsed to remember the fact that the device viewing the site was detected as mobile
    prev_session_idUsed to remember the previous session_id for continuity of experience
    session_idUsed to register the Current session ID
    site_selectorUsed to determine whether the site selector has been shown to the user
    sourceStoresAffiliate id for conversion / promotions in the checkout
    test_groupUsed to determine whether a test will be shown to the customer and remembering if the customer is on the test or control group.
    wt_related_toUsed for our Website Analytics


    If you visit a web page that contains embedded content you may be sent cookies from these websites.

    Below is a list of the external companies we use:

    • AddThis

    • Criteo

    • Facebook

    • Firefox

    • Google

    • Paypal

    • Ignition One

    • Twitter

    • Webtrends

    • Vimeo

    More information can be found on each of our partner's websites.

    If you'd like more information about cookies in general visit www.allaboutcookies.org.

    What are my Cookie Preferences?

    To enable cookies on a PC, select the 'help' tab at the top of your browser, and then select the 'about' option.

    To enable on a Mac, the apple menu needs to be opened whilst the browser window is open; then select the 'about' option.

    What is a Cookie?

    A cookie is a piece of data stored by our website within a browser which allows us to remember and understand your shopping journey so we can display more relevant content to you.

    They do not store personal information, carry viruses or harm your computer.

    Cookies are an essential part of the checkout process and without them being enabled, you will not be able to add items to your bag or purchase at the checkout.

    Why does AllSaints Use Cookies?

    We use cookies to provide the best possible shopping experience.If you do not allow them, there will be no record of your previous actions on site; adding to the basket and navigating across categories will automatically refresh your shopping bag as empty.


    How does AllSaints ensure its products are ethically sourced?

    All of 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.

    It is our strong view and business policy that human rights should never be compromised as a result of our business in any form.

    How does AllSaints procure its 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.

    Contact Us

    Customer Experience

    Our AllSaints stylists are on hand 24/7 to answer any questions.

    Our Customer Experience Team can be contacted at the following:

    Telephone: 1-877-840-1294

    Email: ask@allsaints.com

    Twitter: @askallsaints

    Facebook: www.facebook.com/AskAllSaints.

    Or visit the Help page.

    *Calls to our US Customer Experience number are toll free from US domestic landlines. Calls from international numbers and from cell phones may cost more.

    **Our 24/7 service may be temporarily closed in the event of an emergency.