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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.

Privacy & Cookies

What are AllSaints Cookies?

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

1st Party Cookies

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

3rd PARTY COOKIES

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

Below is a list of the external companies we use:

• AddThis

• Criteo

• Facebook

• Firefox

• Google

• Paypal

• Ignition One

• Twitter

• Webtrends

• Vimeo

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

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

What are my cookie preferences?

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

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

What is a cookie?

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

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

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

Why does AllSaints Use Cookies?

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

Shipping

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.

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

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

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

Please return your faulty item to the warehouse address using our free US 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 1-877-840-1294 where an advisor will be happy to help.

US and Canadian Standard Shipping Information

The cost of our STANDARD shipping service to the USA is FREE.

Deliveries will be made 2 business days after placing your order. Please note that business days do not include Weekends or Public Holidays.

All our shipments are sent via UPS. You will be notified of your parcels tracking number once the item has been shipped from our Distribution Centre and you can track your items progress through UPS.com.

Please refer to our Terms and Conditions section for full details.

US and Canadian Next Day Shipping Information

The cost of our NEXT DAY Shipping is free for all orders over the value of $200. For all orders under $200 there is a flat fee of $15.

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

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

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

All orders placed with AllSaints require a signature upon delivery.

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

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

Do you deliver to P.O. Boxes?

For your safety and security, we do not deliver to PO boxes. Contact the Customer Experience Team on 1-877-840-1294 for more information.

Do you deliver to APO and FPO addresses?

For your safety and security, we do not deliver to APO and FPO addresses. Contact the Customer Experience Team on 1-877-840-1294 for more information.

Will I have to sign for my package?

We require a signature when we deliver your package.

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

Tax & Duty

Please note that recipients outside the US will be responsible for any import duties, clearance or brokerage fees and handling charges. Any customs duties are charged once the parcel reaches its destination country and must be paid by the recipient of the parcel.

Unfortunately we have no control over these charges nor can we advise on the cost. Please contact your local customs authority in order to determine this.

All tax charges are based on state and local tax laws and tax rates for the delivery address you have supplied and will be calculated at the checkout page. If you return an item for a refund you will also receive a refund for the taxes that were applied to that item.

Where required, tax will also be applied to shipping and handling costs. Please note you will not receive a refund for taxes against shipping costs once the order has been shipped.

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 US website orders.

Returns

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 at any standalone store which trades in the same currency. Bring your receipt and unworn item back within 28 days and we will happily help you find you something else. Unfortunately we cannot offer a refund for purchases made at AllSaints.com.

Once the exchange is processed, you fall under the store’s return policy. Online items received faulty cannot be refunded in our stores. Please send these back to our distribution centre using our free UK returns service. For full details, refer to our Returns page.

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

We now offer a full refund on all items purchased in an AllSaints standalone store when returned within 14 days of purchase. Bring your receipt and unworn item back within 14 days and we will happily help you find you something else, give you a gift card or refund. Unfortunately we cannot offer a refund for purchases made at AllSaints.com.

Items purchased at an AllSaints store, or online at AllSaints.com, can be exchanged at any standalone store which trades in the same currency. Purchases made in department store concessions should to be returned in accordance with the department store's own return policy.

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 color 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.

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

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

For full details, refer to our Returns page.

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

We do all the hard work for you. All we ask is that you complete the form that came with your order and place it in your returns parcel.

Help - I don't have a Returns Label!

If you have lost or didn't receive a form simply log in to your online account at 'My Account', click on 'My Orders' choosing the order you wish to return and hit the 'Reprint Free Returns Label' button to get another replacement form. Click here to access Your Account.

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

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

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

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

If you are using our Free Returns domestic service, transit back to our DC may take up to five business days and 48 hours for process of refund or exchange.

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

If you are using our Free Returns domestic service, transit back to our DC may take up to five business days.

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

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

I requested an exchange but have received a refund

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

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

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

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

You will be refunded to your giftcard first.

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

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

For further enquiries please contact our Customer Care Team on 1-877-840-1294 where an advisor will be happy to assist you.

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

Our Customer Experience Team is on hand 24/7 to answer any questions. Contact 1-877-840-1294 where 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?

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

If an item is now sold out and you require further advice please contact our Customer Care Team on 1-877-840-1294 where an advisor will be happy to assist you.

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

To hear about future promotional activity please sign up to our mailing list. This option can be found in the bottom left hand corner of our home page.

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

What payment methods do you accept?

We currently accept the below payment methods.

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

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

How do I checkout using Amazon?

Amazon allows you to access and use all your saved address and card information stored within your Amazon account in order to pay online at allsaints.com.

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

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

What currencies do you trade in?

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

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

I have a giftcard, how do I use this?

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

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

You will need to contact our Customer Experience Team on 1-877-840-1294 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 an order?

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

Can you tell me if items will be restocked?

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

If your size is out of stock on www.us.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 1-877-840-1294 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 1-877-840-1294 where an advisor will be happy to help.

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

We're currently unable to action customer transfer requests. However, we offer free delivery 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: 1-877-840-1294

Email: ask@allsaints.com

Twitter: @allsaints_

Facebook: www.facebook.com/AskAllSaints.

Or visit the Help page.

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

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