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FAQs

 

Sourcing

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.

Delivery

UK Next Day Delivery Information

ORDER PLACEDDELIVERYTIME
Before 9pm Monday* to Friday (*due to August Bank Holiday on 25th of August, any order placed after 5PM will be delivered on Wednesday 27th of August)Next DayYour order will be delivered anytime between 7.30am and 9pm.

A signature will be required on receipt.
After 9pm on Friday and before 4pm on SaturdayMondayYour order will be delivered anytime between 7.30am and 9pm.

A signature will be required on receipt.
After 4pm on Saturday and before 9pm on Monday.TuesdayYour order will be delivered anytime between 7.30am and 9pm.

A signature will be required on receipt.

Exclusions apply to the following postcodes:

AB, BFPO 01, BFPO 999, BT1-99, DD8-11, GY1-99, HS1-99, IM1-99, IV1-32, IV36-56, JE1-99, KA27-28, KW1-17, PA20-49, PA60-78, PA80, PH19-26, PH3044, PH49-50, TR21-25, ZE1-99

UK next day delivery is free on all orders of £100 or more. For orders of less than £100, a delivery charge of £5 is applied.

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.

If your delivery date falls on a public holiday your order will be delivered on the next working day.

Has my order been shipped?

When your order leaves our warehouse, we’ll email you with a tracking number so you can follow its journey through the courier's website.

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.

For UK orders visit www.myyodel.co.uk and input your tracking number.

For orders being shipped to Europe visit www.ups.com

For all international orders visit 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 our free UK returns 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 +44 (0) 344 980 2211 where an advisor will be happy to help.

UK Standard Delivery Information

Our standard delivery is free.

We use Yodel for all of our UK deliveries. When your order leaves our warehouse, we'll email you with a tracking number and you can follow its journey at www.myyodel.co.uk.

Expect to receive your delivery within 2 working days after placing your order. Working days do not include weekends or bank holidays.

Your order will arrive any time between 7.30am and 9pm and a signature is required on receipt.

Refer to our Delivery page for more information.

Are there any shipping restrictions on items sold online?

Due to trading agreements and regulations we are unable to ship exotic skins to outside of the EU.

We don't ship to South America from our UK Distribution Center. For your convenience we recommend you place order for delivery to Canada and the Americas from our US site www.us.allsaints.com

UK Saturday Delivery Information

ORDER PLACEDDELIVERYTIME
Before 9pm on FridayNext DayYour order will be delivered anytime between 7.30am and 9pm.

A signature will be required on receipt.
After 9pm on FridayHeld until the following SaturdayYour order will be delivered anytime between 7.30am and 9pm.

A signature will be required on recepit.

Exclusions apply to the following postcodes:

AB, BFPO 01, BFPO 999, BT1-99, DD8-11, GY1-99, HS1-99, IM1-99, IV1-32, IV36-56, JE1-99, KA27-28, KW1-17, PA20-49, PA60-78, PA80, PH19-26, PH3044, PH49-50, TR21-25, ZE1-99

European Delivery Information

We offer free Standard Delivery to the following European countries:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine.

We use DPD and UPS for all of our European deliveries.

Expect to receive your delivery within 5 working days after placing your order. Working days do not include weekends or bank holidays.

Refer to our Delivery page for more information.

International Delivery Information

We offer free International Shipping to the following countries on all orders over 250:

Afghanistan, Argentina, Aruba, Australia, Bahamas, Bahrain, Barbados, Belarus, Canada, Chile, China, Colombia, Egypt, Faroe Islands, France, Gibraltar, Hong Kong, Iceland, India, Indonesia, Israel, Japan, Kuwait, Libya, Malaysia, Martinique, Mauritius, Mexico, Moldova, Morocco, New Zealand, Qatar, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Taiwan, Thailand, Tunisia, Turkey, United Arab Emirates and United States, Vietnam.

For orders below 250, International Shipping costs 18.95/EUR 21.95.

Expect to receive your order within 7 working days. Working days do not include weekends or bank holidays.

We don't ship to South America from our UK Distribution Center. For your convenience we recommend you place order for delivery to Canada and the Americas from our US site www.us.allsaints.com

Refer to our Delivery page for more information.

How does your Delivery service work?

Orders are shipped via courier for tracking and insurance purposes.

We need a signature on receipt of your parcel.

If you're not available, a card will be left with rearrangement details.

We may leave your order with an immediate neighbour.

Tax & Duty

For non European countries and for deliveries to the Channel Islands, AllSaints operates on a DELIVERED DUTY UNPAID basis.

This means that any outstanding import duties, clearance fees, brokerage fees or other additional charges have to be paid on delivery of your order.

Contact your local customs authority for more information.

VAT

As a UK based company, AllSaints Retail Ltd charge relevant UK VAT on all orders placed on allsaints.com, delivered within the UK (excluding Channel Islands), European Union and internationally.

Do you ship to BFPO addresses?

We will ship BFPO orders to RAF Northolt for distribution within the internal network which may be subject to delays. Please be sure to include your full name and personnel information at checkout.

Can I have my order sent to a store?

We're currently unable to ship orders to any of our stores. However, we offer free delivery and free returns on all UK website orders.

Returns

What is your Online Returns Policy?

You can return any item for a refund within 14 days of receipt or exchange it for a different size or colour within 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.

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.

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

If you are a UK or a European Union customer, you may alternatively return any item in accordance with the Consumer Contract Regulations 2013. Please see clause 8 of our Terms & Conditions for further details.

For full details, refer to our Returns page.

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

You can exchange your online order for items of the same value or higher in a stand-alone store only.

It has to be trading in the same country in which it was originally purchased.

You can exchange within 28 days of receipt. Once the exchange is processed, you fall under the store’s returns policy which means it cannot be refunded.

Online items received faulty cannot be refunded in-store. Please send them back to the warehouse address using our free UK returns service.

For full details, refer to our Returns page.

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

Follow the returns procedure below:

Fill in the returns form, apply the sticky returns label to the front of the parcel and drop it off at your nearest post office.

Keep the postage receipt for your own security.

If you have lost or didn't receive a form, log in to your online account at 'My Account', 'My Orders' and select the 'Reprint Free Returns Label'.

If you don't have an AllSaints account, use the temporary account details we emailed to you when your order was made.

Please note there is a maximum weight of 5kg per returned order. For any inquiries please contact Customer Experience.

Alternatively, you may return any item in accordance with the Consumer Contract Regulations 2013. Please see clause 8 of our Terms & Conditions for further details.

For full details, refer to our Returns page.

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

Follow the returns procedure below:

Log into your account, select ‘Your Orders’ and the relevant order number. Follow the instructions, telling us why you are returning your order and what you require. A unique returns reference number will be provided.

If you don’t have an AllSaints account, use the temporary account details we emailed to you when your order was made.

Using a traceable service, send your parcel with the unique returns number to the following address:

AllSaints Website Returns, AllSaints Retail Ltd, Unit 6 New Hythe Business Park, Bellingham Way, Larkfield, Aylesford ME20 6SQ

We are unable to refund your return costs if the item is merely unwanted.

If the item was delivered in an unsatisfactory condition, please send it back to our UK warehouse address where it will be assessed by our returns team and a postage refund will be given where possible.

Alternatively, you may return any item in accordance with the Consumer Contract Regulations 2013. Please see clause 8 of our Terms & Conditions for further details.

For full details, refer to our Returns page.

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

To generate a returns number please ensure you are logged into the regional site from which you originally purchased.

If you are still unable to access your account, contact our Customer Experience Team on +44 (0)344 980 2211 where an advisor will be happy to help.

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

Check the tracking number on your postage receipt to ensure that your return package has been signed for at our Website Returns address.

If it has been over 48 hours, contact our Customer Experience Team on +44 (0) 344 980 2211 where an advisor will be happy to help.

I requested an exchange but have received a refund.

We may have been unable to exchange your item so issued a refund instead.

If you have received an exchange when you requested a refund, contact our Customer Experience Team on +44 (0) 344 980 2211 where an advisor will be happy to help.

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

You'll be refunded to your giftcard first.

Our Customer Experience Team is on hand 24/7 to answer any questions. Contact +44 (0)344 980 2211 where an advisor will be happy to help.

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

Ensure you're checking the account you used to place your order and allow up to 5 working days for it to be credited.

Our Customer Experience Team is on hand 24/7 to answer any questions. Contact +44 (0)344 980 2211 where an advisor will be happy to help.

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 +44 (0)344 980 2211 where an advisor will be happy to help.

Shopping

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

You can still order with us 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?

Our personal stylists are on hand 24/7 to answer any questions. Contact +44 (0)344 980 2211 where an advisor will be happy to help.

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

To hear about future promotional activity, sign up to our mailing list here.

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

What payment methods do you accept?

We currently accept the following payment methods:

Visa, Mastercard, American Express, Solo, Delta, Maestro, Paypal, Amazon Payments and the AllSaints Gift Card.

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 allsaints.com.

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.

Log in to the site using your Amazon login details in order to view all 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.

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

You will need to contact our Customer Experience Team on +44 (0) 344 980 2211 where an advisor will be happy to help.

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 my order?

You can cancel your order at any time. When your goods have been dispatched, you'll need to return the items to us in order to receive a refund.

To cancel an order contact our Customer Experience Team on +44(0)344 980 2211.

If you are a UK or a European Union customer, you may alternatively cancel your order in accordance with the Consumer Contract Regulations 2013. Please see clause 8 of our Terms & Conditions for further details.

Goods should be in their original condition and will be inspected on their return.

Can you tell me if items will be restocked?

We are currently unable to advise when items are due to come back into stock.

If your size is out of stock on www.allsaints.com, sign up to our 'Out of Stock' email updates which can be found below the product.

We can also check your local store for availability. Our Customer Experience Team is on hand 24/7 to answer any questions. Contact +44 (0)344 980 2211 where an advisor 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 +44 (0)344 980 2211 where an advisor will be happy to help.

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.

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 and free returns on all UK website orders.

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

In the unlikely event that an item from your order is unavailable, you will not be charged for it.

Contact Us

Customer Experience

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

Our Customer Experience Team can be contacted at the following:

Telephone: +44 (0)344 980 2211

Email: ask@allsaints.com

Twitter: @askallsaints

Facebook: www.facebook.com/AskAllSaints.

Or visit the Help page.

*Calls to 0344 numbers are charged up to 10 pence (£00.10) per minute from UK landlines. Calls from international numbers and from mobile phones may cost considerably more.

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