Terms and Conditions
Effective Date: 05/10/2022
We are All Saints Retail Limited (“AllSaints”), a company registered in England and Wales under company number 04096157 and with our registered office at Units C15-C17 Jacks Place, 6 Corbet Place, London, E1 6NN. Our VAT number is 108 2760 27. We operate the sites www.allsaints.com/row; www.allsaints.com/de; www.allsaints.com/fr (the “Sites”).
Globale U.K. Limited (“Global-e”) is a company registered in England and Wales under company number 08632376 whose registered office is at 154 Clerkenwell Rd, London EC1R 5AB. The registered VAT number for Global-e is 177 9006 80. Global-e is our international sales and fulfilment partner and will be the seller of record for all contracts for the purchase and sale of AllSaints products from the Sites. Global-e will take your payment and deliver your order via a network of approved carriers. The checkout pages on the Site are provided by Global-e.
AllSaints are committed to providing you with Terms which are easy to understand and which are fair to you. Your statutory rights are not affected by anything contained in these Terms. For more information on your legal rights, contact your local Trading Standards Office or Citizens Advice Bureau or any equivalent organisation in your country.
These Terms and any contract between us for the sale of Goods to you (a “Contract”) are only in the English language.
In this document, ‘we’, ‘our’ and ‘us’ refer to AllSaints, and ‘user’, ‘you’, ‘your’ and ‘customer’ mean users of the Services. ‘Dispatch Confirmation’ means the date on which Global-e emails you to confirm our acceptance of your order and dispatch of the Goods. ‘Goods’/ ‘Item’ means the items which are agreed to be sold to you.
Your use of our Site is governed by our Terms of Site Use. Please take the time to read these, as they include important terms which apply to you.
4.1 If you are a customer based in the EU and wish to cancel a Contract in accordance with your legal right to do so please see clause 8.
4.2 .For any questions, advice or help, please contact Global-e Customer Service for more information.
4.3 If we have to contact you or give you notice in writing, we will do so by email, or by pre-paid post to the address you provide to us when placing your order.
4.4 The European Online Dispute Resolution platform https://ec.europa.eu/consumers/odr/ provides information about alternative dispute resolutions which may be of interest if there is a dispute about an online purchase which AllSaints cannot resolve with you directly.
5.2 We amend these Terms from time to time. Please look at the top of this page to see when these Terms were last updated and which Terms were changed.
5.3 Every time you order Goods from us, the Terms in force at the time of your order will apply to the Contract between Global-e, you and us. We may revise these Terms as they apply to your order from time to time to reflect changes in relevant laws and regulatory requirements.You should print a copy of these Terms for future reference. The Terms will also be made available for you to download when we send you the Dispatch Confirmation (defined below).
5.4 If we have to revise these Terms between the time you place your order and when your Dispatch Confirmation is sent, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Goods or just the Goods you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant Goods you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.
6.1 Our Sites’ pages guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.
6.2 All orders are subject to acceptance and availability. On placing an order you undertake that you are at least 18 years old, that all details you provide to us are true and accurate, that you are an authorised user of the payment method used to place your order and that there are sufficient funds to cover the cost of the Goods.
6.3 After you place an order, you will receive an order confirmation email from Global-e acknowledging that your order has been received. This email is not an acceptance of your order; acceptance of your order is described in 6.4 below. Please note that order confirmation is subject to fraud checks and other mandated regulatory checks, and certain orders may be declined for these reasons. You may be required to provide additional verifications and information before, and as a condition to, the acceptance of any order.
6.4 Acceptance of your order will be confirmed by Global-e – they will send you an email that confirms that the Goods have been dispatched ("Dispatch Confirmation"). A Contract will only be formed when the Dispatch Confirmation has been sent. Only Goods dispatched will be included in the Contract.
6.5 When placing your order, a standard pre-authorisation check on your payment method may be carried out. Payment will not be
taken until your order has been accepted and a Dispatch Confirmation has been sent. The only exception is a gift card payment
which is charged at point of purchase and refunded immediately if cancelled prior to dispatch. Pre-authorised funds will not be
available for your use. This normally shows as a pending payment, however contact your payment provider for further details on
how this is presented in your account.
The hold will stay on your payment method until payment of the goods is processed on dispatch of your order. If you cancel your order prior to dispatch the hold will be released. Please note that your bank may take up to 30 days to release the pre-authorised funds. Once Global-e has processed a refund or cancellation, neither AllSaints nor Global-e has any control over the timeframe in which the funds will be returned to you, or any further visibility of the transaction.
6.6 AllSaints and Global-e may choose not to accept your order at our discretion for any reason whatsoever without liability to you. Examples of when we may not accept your order includes (but are not limited to): (i) instances where the Goods ordered are out of stock or are incorrectly priced or do not satisfy our quality control standards, (ii) where payment has been declined, or (iii) upon a failed security review. You will be informed if your order is not accepted by email and your order will not be processed. If you have already paid for the Goods, Global-e will refund you the full amount as soon as possible. If an item from your order is unavailable, it will not be substituted for an alternative product and you will not be charged for the item.
6.7 To protect our customers and for security reasons, we regularly perform security checks on online orders. All digital orders are
processed using our payment processor, and may be selected for review by our risk system. If your order has been selected for review,
we may reach out to you and request additional information to validate your order such as a bank authorisation code and/or utility bill
so we can verify your details. This security policy is in place for your protection. Should an order fail to pass the review, then the
order will be cancelled, you will be sent an order cancellation email and your funds will be returned to your original form of payment.
If AllSaints suspects or identifies fraudulent activity in violation of this Agreement, any law or regulation, or is likely to expose either AllSaints or any other party to harm or loss, AllSaints reserves the right to take the following actions, including but not limited to: (i) rejecting, cancelling, recalling or reversing the order; or (ii) taking any other appropriate steps to investigate the activity for security reasons.
7.1 As the Contract is not formed until Global-e sends your Dispatch Confirmation, you may request to cancel an order at any time before Global-e send your Dispatch Confirmation by contacting Global-e Customer Service.
7.2 Please refer to clause 8 for further details on what to do if you wish to cancel the Contract after Global-e sends your Dispatch Confirmation and to clause 9 for our returns and exchanges policy. Please contact Global-e Customer Service for more information.
8.1 This clause 8 applies to customers based in the EU who wish to cancel a Contract under the Consumer Contracts Regulations 2013 (or equivalent local legislation).
8.2 You can legally cancel a Contract under the Consumer Contracts Regulations 2013 during the period set out in clause 8.3 below. This means that, during the relevant period, if you decide for any other reason that you do not want to receive or keep an item you can notify us of your decision to cancel the Contract and receive a refund.
8.3 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation, which is when the Contract between us is formed. You can cancel the Contract up to 14 days after the day you receive your full order outlined in that Dispatch Confirmation.
8.4 To cancel a Contract, let us know that you have decided to cancel by a clear statement. To do this, download a
cancellation form from our Site, complete the form and email it to firstname.lastname@example.org or post it to us at:
All Saints Retail Ltd. Notice of Contract Cancellation AllSaints Distribution Centre
Unit 6 New Hythe Business Park
You can also cancel a Contract by emailing Customer Experience at email@example.com. If you are emailing us or sending a letter please include details of your order to help us to identify it. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us respectively.
8.5 If you cancel your Contract, Global-e will:
8.6 If you have returned the Goods under this clause 8 because they are faulty or described inaccurately, Global-e will refund the price of the Goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item. However, Global-e cannot accept liability for an item as faulty until it has been returned and it has been inspected to confirm it is faulty.
8.7 Global-e will refund you on the original method of payment.
8.8 If an item has been delivered to you before you decide to cancel your Contract:
8.9 All items cancelled under the Consumer Contracts Regulations 2013 should be returned as per the instructions provided to you in the Returns Portal.
8.10 You should return your items via a secure and insured delivery service as neither Global-e nor AllSaints will accept responsibility for Goods not received. We recommend you keep your tracking number until your refund has been processed.
8.11 AllSaints and Global-e are under a legal duty to supply Goods that are in conformity with this Contract. As a consumer, you have legal rights in relation to Goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 8 or anything else in these Terms.
8.12 Where an item which you wish to return is received beyond 14 days after the day on which you let us know that you wish to cancel the Contract under the Consumer Contracts Regulations 2013, any decision to issue a refund will be at our sole discretion.
If you want to return an online order for a refund via the original form of payment, you can do so by returning the item as per the instructions provided to you in the Returns Portal. For returns, you are able to return your order however, the cost of return will be deducted from the amount you are refunded.
Please see the returns section below and the Global-e Returns Portal for further details on returning an item for a refund.
Any items received or returned to us after 28 days of receiving the Goods will not be refunded and will be returned to you.
Please note that our stores are unable to accept returns of items purchased online.
|Cost of returning
|Cancellation of contract under Consumer Contracts Regulations 2013 after dispatch||No refund for delivery charges||Europe: €10 equivalent
ROW: cost dependent on weight and region
|Cancellation before dispatch||Refunded in full for all countries||N/A|
|Goods are faulty or described inaccurately||Refunded in full for all countries||Refunded in full for all countries|
|Customer choice||No refund for delivery charges||Europe: €10 equivalent
ROW: cost dependent on weight and region
(a) Please note we do not offer exchanges for online orders returned in accordance with the instructions provided to you in the Returns Portal. You will need to return your order for a refund and then place a new order.
(a) Neither Global-e nor AllSaints can accept responsibility for Goods not received. We recommend you keep your tracking number until your refund has been processed.
(b) Your delivery costs will be refunded in the following circumstances:
Please note that delivery costs will not be refunded if you cancel after dispatch as we do not offer a free returns service for international orders.
9.4 Handling and conditions of returned goods
(a) Please take reasonable care when opening original packaging and, where possible, ensure it is returned along with the Goods.
(b) All Goods should be inspected and tried on with reasonable care being exercised.
(c) Items should be returned unused and in a resalable condition, with all garment tags and care labels still attached. If returned items do not match the items included in the original order or are damaged or soiled AllSaints and Global-e reserve the right not to accept them and may send them back to you and/or refuse a refund.
(d) Where protective casings, protective boxes, dust bags and leather tags are provided with the Goods, these must be returned along with the Goods. For example, all footwear must be returned in its original shoe box, all sunglasses in their original sunglasses cases and all jewellery in their original jewellery pouches or boxes.
(e) For hygiene reasons swimwear and underwear must be unused with the tags and hygiene seals intact, and in the complete original packaging, unless they are faulty. These Goods should not be tried on and must be inspected in their packaging.
(f) For handbag returns: when examining your handbag please be mindful not to scratch or mark the product. For returns please wrap your handbag carefully in the original dust bag to prevent any damage during shipping.
9.5 Face masks returns
For health and hygiene reasons we are unable to exchange or refund face masks unless they are faulty.
9.6 Watch warranty & repairs
Your AllSaints watch is warranted by AllSaints under the terms and conditions of this warranty for 2 years post date of purchase. Any components (excluding battery, leather or metal strap and/or buckle) found to be defective as a result of a manufacturing defect will be, at the discretion of AllSaints, repaired or replaced free of charge. After the warranty period, any services or repairs will be subject to a service charge.
Warranty on watch purchases does not cover:
In order to make a claim under your AllSaints warranty, please email AllSaints Customer Experience firstname.lastname@example.org. We will assess the issue and where necessary notify the relevant regional service centre of your request and advise you on how to return to your Watch.
Please include the below details in the email to Customer Experience so we can support.
To return your watch for a refund please follow our Return Policy and instructions.
Strap removal & amendment:
Repairs or servicing outside of warranty:
9.7 Jewellery returns
For health and hygiene reasons we are unable to exchange or refund pierced earrings unless they are faulty. To all other jewellery they must be unused and returned in resalable condition.
Delivery charges and timescales vary depending on the type of Goods ordered, the service you select and the delivery address. Please see the Delivery page here for more information.
Please note that certain Goods may be subject to alternative delivery charges, restrictions and/or timescales. Different parts of your order may be delivered on different dates.
Unless otherwise stated, and subject to applicable laws, delivery dates given during the checkout process are estimates only. The order will be delivered by the delivery time set out during the checkout process or, if not delivery time is specified, within 30 days following the Dispatch Confirmation date.
Global-e has no liability for any loss arising from delay in delivery to the extent such delay is due to circumstances beyond its reasonable control or where Global-e could not have taken reasonable steps to deal with the delay. For example, delays resulting from customs clearance procedures, lockdowns or other actions of the authorities are outside Global-e’s control, as well as any delay resulting directly from your actions or omissions.
Ownership of the Goods will pass to you the moment Global-e has dispatched the Goods to you (provided that you have made full payment of the order price plus delivery charges and any other charges payable under these Terms, as applicable). You will be considered the “importer of record” of the Goods, and Global-e will only be facilitating the importation on your behalf as your agent. You therefore need to comply with all applicable laws, regulations, and rules of the country into which you import the Goods.
For certain shipping destinations and/or Goods, you may be offered the option to pre-pay applicable taxes, which will then be calculated and included in the final price when you place an order through the Sites. You acknowledge that such taxes are set by the shipping destination country and therefore may vary from country to country.
The option to prepay taxes may not be available for your shipping destination country and/or your Goods, in which case: (i) you acknowledge that the amount of taxes displayed under the pre-pay option on the Sites is an estimate only, and the actual taxes payable by you may be more or less than such estimate, and (ii) you will be fully responsible for paying all applicable taxes directly to the relevant authority (and for reclaiming them in the event of a cancellation of your order or return of the Goods, to the extent permitted by these Terms) as determined by the authorities of the shipping destination country, and Global-e shall have no responsibility or liability in connection with the foregoing.
Global-e may contract with customs brokers or a fiscal representative in your country, in which case, by placing an order through the Sites, you authorise the applicable customers broker to act as your agent to: (i) conduct transactions with the applicable authorities, (b) complete, submit and execute related documents on your behalf in connection with the import and clearance of Goods, (c) facilitate payment of import charges; and (d) if applicable, return such Goods (subject to these Terms).
Taxes and duties will be included in the final price for the following countries: European Union, Mexico, Switzerland, Norway, Australia and New Zealand. Duties will be included in the final price for Canada.
We're sorry that the AllSaints Gift Card online purchase, redemption and balance check is currently not available on our international website while we upgrade our website services. Our AllSaints Gift Cards are still available for purchase and redemption in our European and Canadian standalone and outlet stores.
13.1 The price of the Goods will be as quoted on our Site at the time you submit your order. We take all reasonable care to ensure that the prices of Goods are correct at the time when the relevant information was entered onto the system. However please see clause 15.5 for what happens if we discover an error in the price of Goods you ordered.
13.2 For orders placed within the EU, all prices shown include the applicable VAT. If your order is being delivered outside of
the EU, VAT will not be charged. However, the selling price will remain the same. If the rate of any applicable VAT changes between
the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the items in full
before the change in VAT takes effect.
Taxes and duties will be included in the final price for the following countries: European Union, Mexico, Switzerland, Norway, Australia and New Zealand.
Duties will be included in the final price for Canada.
The remaining countries will have the option to pay for taxes and duties at checkout.
13.3 The price of Goods is calculated according to the rate of exchange between the base currency on the Sites and the local currency of the destination country at the time you place your order. Global-e reserves the right to update such exchange rates regularly at its sole discretion, and you acknowledge that such updates may affect pricing of the Goods on the Sites. You will be charged according to the applicable exchange rate at the time you place your order via the Site.
13.4 The price of an item does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check relevant delivery charges, please refer to our Delivery page.
13.5 Our Sites contain a large number of items. It is always possible that, despite our best efforts, some of the items on our Site may
be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:
13.6 Unfortunately, neither AllSaints nor Global-e can advise you in advance of any proposed reduction in prices or reimburse you the difference in the event that an item you order is subsequently reduced in price.
13.7 We may from time to time run special promotions or issue promotional codes. Unless otherwise expressly stated on the specific promotion, promotional codes cannot be used in conjunction with any other offer or promotion, and can only be used against full price items. We reserve the right to change or terminate any promotion without notice at any time.
14.1 Payment is taken by our international sales facilitation and fulfilment partner, Global-e.
14.2 You may pay by debit card, credit card or another alternative payment method specified as part of the checkout process. Global-e may change the payment methods at any time but this will not affect any existing order. The availability of a certain payment method may depend on your geographical location.
14.3 You acknowledge and agree that: (i) Global-e will process your order for payment and you will be charged by one of its third party payment processors ("Payment Processor") using the payment method you have selected on checkout and such charge will be for all amounts payable under these Terms that may be due in connection with the order as specified on checkout; (ii) you will provide valid and current information about yourself; (iii) Global-e may use the tools and technology or the services its Payment Processors to process transactions on its behalf; (v) depending on your geography, payment may be made to one of our intra-group affiliated companies, and such payment will constitute a payment to Global-e and will discharge you from your payment obligations in connection with the order and purchase of the underlying Products; and (v) you could be charged additional fees (such as foreign transaction fee or cross border fee) or surcharges by your own bank, card issuer or the payment method you selected, which such charges are not Global-e charges, and Global-e has no control over these, any knowledge in advance of the applicability of such fees or surcharges nor does Global-e have any way to mitigate this, as this is purely up to the relationship and commercial terms between you and your bank, card issuer or payment method and their own policies. Global-e’s sole commitment in this respect is to acquire the amount specified on checkout in your local currency.
14.4 Global-e takes reasonable care to keep the details of your order and payment secure, but (in the absence of material negligence) Global-e cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Store.
14.6 For Shoppers ordering from Brazil, please be advised that you are making an international purchase, which will be subject to a foreign exchange transaction processed by Dlocal Brasil Pagamento Limitada or Demerge Brasil Facilitadora de Pagamento Internacional, according to the terms and conditions available here. Upon completion of this purchase, you acknowledge and accept the above terms and conditions.
15.1 If we or Global-e fail to comply with these Terms, we and Global-e are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we and Global-e are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us or Global-e (as applicable) at the time we entered into the Contract.
15.2 We only supply the Goods for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15.3 Neither AllSaints nor Global-e in any way excludes or limits our liability for:
15.4 Neither Global-e nor AllSaints will be responsible for any loss or damages incurred by unauthorised use of your payment card on the checkout, and Global-e and AllSaints are not responsible for notifying your card issuer or any law enforcement authority in these instances.
16.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 16.2.
16.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation: strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, severe weather conditions, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, adverse weather conditions, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
16.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
16.4 You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Goods you have already received and we will refund the price you have paid, including any delivery charges.
17.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.
17.2 This Contract is between you, Global-e and us. No other person shall have any rights to enforce any of its Terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
17.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
17.4 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
17.5 These Terms and any dispute or claim arising out of or in connection with such matters, their subject matter or formation (including but not limited to non-contractual disputes or claims) shall be governed by, construed and interpreted in accordance with the laws of England and Wales and you agree to submit to the non-exclusive jurisdiction of the English Courts.
17.6 Where these Terms are translated into languages other than English in the event of any conflict or inconsistency the English language Terms shall prevail.
17.7 We reserve the right to bring proceedings in the Courts of the:
17.8 You acknowledge and agree that damages alone would not be an adequate remedy for any breach of the terms of these Terms. Accordingly, we shall be entitled to the remedies of injunction, specific performance or other equitable relief for any threatened or actual breach of the terms of these Terms.
If you have not received your order or item(s), please check the tracking details provided in the Dispatch Confirmation to locate your parcel or visit the Global-e Track My Order Page. Check the communication from the courier regarding your delivery, and where necessary, provide any necessary information for the successful delivery of your parcel. Please refer to the Global-e Where’s My Order? Page for further information. Please contact Global-e Customer Service for support.
19.1 Store returns policy
Should you need to return anything purchased at an AllSaints store, please:
Should you need to exchange anything purchased at an AllSaints store (excluding Outlets and concessions), please:
c) Concessions and outlets
Items purchased in department store concessions must be exchanged in accordance with the department store’s own policy.
Items purchased in our Outlet stores can be exchanged for another item or a gift card within 28 days of purchase. Items purchases at our Outlet stores cannot be returned for a refund
Concessions and physical outlet stores cannot accept exchanges on online orders and purchases from AllSaints stores.
Your statutory rights are not affected.
19.2 Store security
Please note, we monitor the number of returns made by customers and continued returns or unusual activity will be flagged and potentially refused at our discretion or lead to the closure of your AllSaints account.
If AllSaints suspects or identifies any fraudulent or suspicious activity in relation to an order or transaction which is in violation of this Agreement, any law or regulation or is likely to expose either AllSaints or any other party to harm or loss, AllSaints reserves the right to take the following actions, including but not limited to: rejecting, cancelling, recalling, reversing or taking any other appropriate steps to investigate the activity for security reasons.