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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 Standard Delivery Information

Standard Delivery is free for UK orders over £200.00 and £2.95 for UK orders under £200.00.

You'll receive your order within 2 working days, delivered Monday to Friday excluding weekends. Outlying areas may take longer.

  • All orders on a standard service are delivered by DPD.
  • Once your parcel is shipped we'll email you a tracking number so you can follow your order at www.dpd.com
  • DPD will provide a 1 hour time slot for estimated arrival by SMS and email.
  • Your order will arrive between 7.30am and 6.00pm.

  • You'll be able to select other 'in flight' options including:

  • leave with a neighbour
  • leave in a 'safe place'
  • collect from the depot
  • arrange for a different delivery day
  • collect from shop

  • Refer to our Delivery page for more information.

    UK Next Business Day Delivery Information

    Next day delivery is free on all UK orders over £200. For orders under £200 delivery costs £4.95.

    Order before 5pm for next day delivery for UK and Northern Ireland, delivered Monday to Friday excluding weekends.

  • Orders placed between 5pm Thursday and 4pm Saturday will be delivered on Monday.
  • Orders after 4pm on Saturday and before 5pm on Monday and you'll receive your order on Tuesday.
  • If your delivery date falls on a public holiday your order will be delivered on the next working day.
  • Once your parcel is shipped we'll email you a tracking number so you can follow your order at www.dpd.co.uk

  • DPD will provide a 1 hour time slot for estimated arrival by SMS and email.
  • Your order will arrive between approximately 7.30am and 6.00pm.

  • You'll be able to select other 'in flight' options including:

  • leave with a neighbour
  • leave in a 'safe place'
  • collect from the depot
  • arrange for a different delivery day
  • collect from shop

  • Exclusions apply to the following postcodes:

    AB31-38, 41-56, G83, GY1-9, JE1-3, FK17-21, HS1-9, IM1-9, IV1-56, KA27-28, KW1-17, PA20-80, PH15-50, TR21-25, ZE1-3, BFPO

    Refer to our Delivery page for more information.

    UK Saturday Delivery Information

    Saturday Delivery in the UK is £9.95 for all orders.

    DPD will deliver orders placed up until 5pm on Friday for our Saturday service

  • Order up until 5pm Friday for our Saturday delivery service for UK and Northern Ireland.
  • Orders placed after 5pm Friday will be delivered the following Saturday.
  • Once your parcel is shipped we'll email you a tracking number so you can follow your order at www.dpd.com/
  • DPD will provide a 1 hour time slot for estimated arrival by SMS and email.
  • Your order will arrive between approximately 7.30am and 6.00pm.

  • You'll be able to select other 'in flight' options including:

  • leave with a neighbour
  • leave in a 'safe place'
  • collect from the depot
  • arrange for a different delivery day

  • Exclusions apply to the following postcodes:

    AB31-38, 41-56, G83, GY1-9, JE1-3, FK17-21, HS1-9, IM1-9, IV1-56, KA27-28, KW1-17, PA20-80, PH15-50, TR21-25, ZE1-3, BFPO

    Refer to our Delivery page for more information.

    UK Sunday Delivery Information

    Sunday delivery in the UK is £9.95 for all orders.

  • DPD will deliver orders placed up until 3pm on Saturday for our Sunday service.
  • Once your parcel is shipped we'll email you a tracking number so you can follow your order at www.dpd.com
  • DPD will provide a 1 hour time slot for estimated arrival by SMS and email.
  • Once your parcel is shipped we'll email you a tracking number so you can follow your order at www.dpd.com

    DPD will provide a 1 hour time slot for estimated arrival by SMS and email.

    You'll be able to select other 'in flight' options including:

  • leave with a neighbour
  • leave in a 'safe place'
  • collect from the depot
  • arrange for a different delivery day
  • collect from shop

  • Exclusions apply to the following postcodes:

    AB31-38, 41-56, G83, GY9, FK17-21, HS1-9, IM1-9, IV1-56, KA27-28, KW1-17, PA20-80, PH15-50, TR21-25, ZE1-3, BFPO.

    UK MORNING DELIVERY SERVICES

    DPD 10am Next Day service

    Our DPD 10am next day service is £9.95 for all orders. DPD will deliver orders placed up until 5pm for our Next Day 10am service, Monday to Friday.

  • Order before 5pm, Monday to Thursday and you'll receive your order by 10am the next day.
  • Order after 5pm on Thursday and before 3pm on Saturday and you'll receive your order by 10am the following Monday .
  • Order after 4pm on Saturday and before 5pm on Monday and you'll receive your order by 10am on Tuesday.
  • If your delivery date falls on a public holiday your order will be delivered on the next working day.

  • DPD will provide a 1 hour time slot for estimated arrival by SMS and email.

    You'll be able to select other 'in flight' options including:

  • leave with a neighbour
  • leave in a 'safe place'
  • collect from the depot
  • arrange for a different delivery day
  • collect from shop

  • Exclusions apply to the following postcodes:

    AB31-38, 41-56, G83, GY9, FK17-21, HS1-9, IM1-9, IV1-56, KA27-28, KW1-17, PA20-80, PH15-50, TR21-25, ZE1-3, BFPO


    DPD 12 Noon Next Day service

    Our DPD 12 noon next day service is £9.95 for all orders. DPD will deliver orders placed up until 5pm for our Next Day 12 noon service, Monday to Friday.

  • Order before 5pm, Monday to Thursday and you'll receive your order by 12 noon the next day.
  • Order after 5pm on Thursday and before 4pm on Saturday and you'll receive your order by 12 noon the following Monday.
  • Order after 4pm on Saturday and before 5pm on Monday and you'll receive your order by 12 noon on Tuesday.
  • If your delivery date falls on a public holiday your order will be delivered on the next working day.

  • DPD will provide a 1 hour time slot for estimated arrival by SMS and email.

    You'll be able to select other 'in flight' options including:

  • leave with a neighbour
  • leave in a 'safe place'
  • collect from the depot
  • arrange for a different delivery day
  • collect from shop

  • Exclusions apply to the following postcodes:

    AB31-38, 41-56, G83, GY9, FK17-21, HS1-9, IM1-9, IV1-56, KA27-28, KW1-17, PA20-80, PH15-50, TR21-25, ZE1-3, BFPO

    UK Saturday 10am Delivery

    Our Saturday 10am service is £9.95 for all UK orders. DPD will deliver orders placed up until 5pm on Friday for our Saturday 10am service.

  • Order before 5pm, Monday to Friday and you'll receive your order by 10am Saturday.
  • Order after 5pm on Friday and you'll receive your order by 10am on the following Saturday.
  • If your delivery date falls on a public holiday, it will be delivered on the following Saturday.

  • DPD will provide a 1 hour time slot for estimated arrival by SMS and email.

    You'll be able to select other 'in flight' options including:

  • leave with a neighbour
  • leave in a 'safe place'
  • collect from the depot
  • arrange for a different delivery day
  • collect from shop

  • Exclusions apply to the following postcodes:

    AB31-38, 41-56, G83, GY1-9, JE1-3, FK17-21, HS1-9, IM1-9, IV1-56, KA27-28, KW1-17, PA20-80, PH15-50, TR21-25, ZE1-3, BFPO


    UK Saturday 12 Noon Delivery

    Our Saturday 12 noon service is £9.95 for all orders. DPD will deliver orders placed up until 5pm on Friday for our Saturday 12 noon service.

  • Order before 5pm, Monday to Friday and you'll receive your order by 12 noon Saturday.
  • Order after 5pm on Friday and you'll receive your order by 12 noon on the following Saturday.
  • If your delivery date falls on a public holiday, it will be delivered on the following Saturday.

  • DPD will provide a 1 hour time slot for estimated arrival by SMS and email.

    You'll be able to select other 'in flight' options including:

  • leave with a neighbour
  • leave in a 'safe place'
  • collect from the depot
  • arrange for a different delivery day
  • collect from shop

  • Exclusions apply to the following postcodes:

    AB31-38, 41-56, G83, GY1-9, JE1-3, FK17-21, HS1-9, IM1-9, IV1-56, KA27-28, KW1-17, PA20-80, PH15-50, TR21-25, ZE1-3, BFPO

    European Delivery Information

    We offer free Standard Delivery to the following European countries for orders over £200/€200, for orders under £200/€200 delivery is £2.95/€3.95:

    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/€250, for orders under £250/€250 delivery is £14.95/€14.95:

    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.

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

    We don't ship to South America from our UK distribution centre. 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.

    Has my order been shipped?

    When your order leaves our distribution centre, 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 AllSaints account.

    For UK orders visit www.dpd.com and enter your tracking number. The link will also be in your order confirmation and dispatch confirmation email.

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

    For all international orders visit www.ups.com

    Please allow 24 hours for this number to become active.

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

    Please return your faulty item to the warehouse address using our free UK returns service.

    If you've received an incorrect item, contact a member of our Customer Experience team on +44 (0) 344 980 2211 where a stylist will be happy to help.

    For full details, refer to our Returns page.

    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 centre. For your convenience we recommend you place order for delivery to Canada and the Americas from our US site www.us.allsaints.com

    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.

    We are unable to ship to collections point; for example, Amazon lockers, Collect Plus and Packstation.

    Customs, Tax & Duty

    For deliveries within the EU we operate on a DDP (Delivered Duty Paid) basis. This means that all import taxes and duties, as well as applicable VAT, will be included in the price of the goods in your order.

    For deliveries outside the EU (which includes the Channel Islands), we 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.

    VAT

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

    For deliveries within the EU we operate on a DDP (Delivered Duty Paid) basis. This means that all import taxes and duties, as well as applicable VAT, will be included in the price of the goods in your order.

    For deliveries outside the EU (which includes the Channel Islands), we operate on a DDU (Delivered Duty Unpaid) basis. Product prices for such destinations are exclusive of all taxes and duties, including UK VAT and additional charges are the responsibility of our customer and have to paid on delivery of your order.

    For orders outside EU (which includes the Channel Islands), VAT will not be charged, however our global selling price will remain the same.

    Do you ship to BFPO addresses?

    DPD 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 on orders over £200.00 and free returns on all UK online orders.

    Returns

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

    REFUNDS: We hope you are happy with your purchase. However, should you need to return it, please bring your receipt and unworn full price item back within 14 days and we will happily help you exchange it for something else or give you a gift card or refund based upon the original payment method. We cannot offer a store refund or gift card for purchases made online at AllSaints.com or in any of our outlet stores.

    EXCHANGES: With presentation of a receipt, unworn items purchased at an AllSaints store or online at AllSaints.com, can be exchanged within 14 days of purchase at any store 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 be returned for exchange in an outlet store.

    SALE: With presentation of a receipt, any unworn items bought in a sale may be exchanged at any AllSaints store within 14 days of purchase. No store refunds are available for sale items.

    Your statutory rights are not affected.

    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.

    UK returns made using the Royal Mail free post service may take 2-3 working days to be delivered and take a further 48 hours for us to process your request.

    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?

    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.

    For full details, refer to our Returns page.

    How do I return my UK order?

    Fill in your returns form, apply the Royal Mail freepost label to the front of the parcel and drop off at your nearest Post Office.

    Please keep your postage receipt for your own security.

    If you didn’t receive a return form you can include a written note with your name, order number and request instead.

    You can also create a new trackable freepost label through Royal Mail’s Online Returns Portal

    Please contact the Customer Experience team on +44 (0) 344 980 22 11 if Royal Mail do not accept your parcel due to size or weight restrictions and a stylist will be happy to help you.

    Alternatively if you’re a UK or 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 & Conditions for further details.

    For full details, refer to our Returns page.

    How do I return my European/International order?

    Postage won't be free, but it's pretty straightforward.

    If you didn't set up an AllSaints account, just enter the Guest ID we sent in your order confirmation into the email field at log in.

    Please note that the free return label attached is for our customers based within the UK for use with the Royal Mail postal service.

    If you're outside of the UK please return your parcel using a traceable service to the following address: AllSaints Website Returns, AllSaints Retail Ltd, Unit 6 New Hythe Business Park, Bellingham Way, Larkfield, Aylesford ME20 6SQ

    If the item you purchased is in an unsatisfactory condition, please send it back to our distribution centre, where it will be assessed by our returns team and a postage refund issued where possible.

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

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

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

    If you checked out as a guest just enter the Guest ID we sent in your order confirmation into the email field at log in.

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

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

    Track your return parcel to ensure it has been received at our distribution centre.

    UK returns made using the Royal Mail free post service may take 2-3 working days to be delivered and take a further 48 hours for us to process your request.

    If it has been over 48 hours, contact our Customer Experience team on +44 (0) 344 980 2211 where an stylist 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 a stylist 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 a stylist 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 bank or Paypal account you used to place your order and allow 5 to 10 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 stylist 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 a stylist will be happy to help.

    Shopping

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

    You can still order with us by checking out as a guest or by using your Amazon account.

    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 +44 (0) 344 980 2211 where a stylist will be happy to help.

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

    Contact our Customer Experience team on +44 (0) 344 980 2211 where a stylist 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, de.allsaints.com and us.allsaints.com. We're currently unable to accept Amazon gift cards on our site.

    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 ($), WON (₩) and CAD ($)

    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.

    You can view the balance of your gift card here.

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

    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 a stylist 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?

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

    For International customers you can cancel your order up until the point at which it's shipped, after this your order will need to be returned for your refund to be processed.

    If you are a UK or a European Union customer, you may alternatively cancel your order in accordance with the Consumer Contracts 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.

    To check your local store for availability you can call our Customer Experience team 24/7 on +44 (0)344 980 2211 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 +44 (0)344 980 2211 where a stylist 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.

    SHOPPING AS AN AMAZON PRIME MEMBER

    What is Amazon Prime?

    Amazon Prime is a membership program by Amazon that provides unlimited free One-Day Delivery for millions of eligible items on Amazon.co.uk, unlimited access to videos and TV episodes on Prime Instant Video and more.

    Prime membership now also includes Free Next Day delivery on AllSaints.com to UK Prime members on orders shipped to a UK address with no minimum spend; as well as free returns.

    As a signature is required for all AllSaints deliveries. AllSaints do not currently ship to collection points such as Amazon Lockers.

    How do I become an Amazon Prime member?

    For more information or to join Amazon Prime click here

    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 delivery with no minimum purchase and free returns on AllSaints.com. You'll be prompted to sign into your Amazon account during checkout on AllSaints.com to access the Prime benefits available. 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.co.uk using the e-mail address and password you're trying to use. If you're unable to do so, please try resetting your Amazon password. You can find instructions on how to do this here

    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 24/7 on 0344 980 22 11 or ask@allsaints.com.

    Contact Us

    Customer Experience

    Our multilingual Customer Experience team can be contacted by the following:

    Telephone: +44 (0)344 980 2211

    Email: ask@allsaints.com

    Twitter: @askallsaints

    Facebook: www.facebook.com/AskAllSaints.

    *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.