FAQs

Delivery

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.

Can I Place An Order By Phone?

You have the additional option to place your order over the phone with one of our 24/7 Customer Experience stylists.

We use a secure telephone payment system to ensure our customers security.

Currently we are able to process phone orders in the following currencies: GBP, EUR, USD, and CAD.

ORDER BY PHONE

t: +44 344 980 2211 (UK & ROW)
t: +1 877 840 1294 (USA & Canada)
t: 0079844341291 (South Korea)
t: 4001-206251 (China)
t: 00801-13-6499 (Taiwan)
t: 0344774899 (Japan)

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.

Due to environmental benefits, as a brand we have decided our smaller store fulfilled parcels will be delivered in a DPD pouch.

These orders will continue to be wrapped with our signature tissue paper.

What Is A Store Sourced Item?

We may source an item from one of our selected stores, excluding global outlets and concessions, in order to offer you increased availability of our AllSaints collection.

Store sourced Items will be delivered separately within 3-5 working days, including Amazon orders. Please allow an additional 7 working days for international delivery. You will be advised if an Item is coming from a store during the checkout process.

Orders with multiple Items may be dispatched from both our distribution centre and an AllSaints store. You will receive a separate Dispatch Confirmation email and tracking number for each shipment. Items delivered from our distribution centre will be under the service you selected.

If the item cannot be located, you will receive an email notification within 48 hours and will be refunded immediately. Please allow 5 -10 working days for the refund to reflect in your account.

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.

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.

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 £150.00 and free returns on all UK online orders.

Returns

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 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 no longer have it

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.

Will my delivery 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.
  • If you choose to cancel your order under the Consumer Contracts Regulations (in which case we will refund you the value of our least expensive /Standard delivery method). Please see Terms and Conditions for more information on how to cancel under the Consumer Contracts Regulations. Please note that if you cancel your order under the Consumer Contracts Regulations you will not be able to use our free returns service but will have to pay the cost of returning the item to us.
  • Please note:

  • UK Orders: Your delivery costs will not be refunded if you cancel your order post dispatch and use our free UK returns service as the free returns service is provided in place of reimbursement of the original delivery charges.
  • Europe and International Orders: Your delivery costs will be refunded if you cancel post dispatch as we do not offer a free returns service for international orders.
  • 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 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.

    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.

    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?

    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 and proceed to ship the rest of the order. Should your entire order not be available we will also refund the delivery charge. The Customer Experience team is available 24/7 if you have any questions or to help you find an alternative.

    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.

    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.

    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.

    Who do I contact if I have an issue with an online purchase which AllSaints are not able to resolve?

    The European Online Dispute Resolution platform http://ec.europa.eu/consumers/odr/ provides information about alternative dispute resolution which may be of interest if there is a dispute about an online purchase which AllSaints cannot resolve with our customer. For more information please contact Customer Experience on +44 (0) 344 980 2211 or ask@allsaints.com.