POPULAR QUESTIONS


HOLIDAY RETURNS POLICY

You can exchange gift purchases made online and in store from Friday 1 November 2019 to Wednesday 8 January 2020. Please note that our standard 14 day refund policy still applies to both online and store purchases.

For more information, please see our delivery guide here.



CHRISTMAS

For standard delivery before Christmas please order by Monday 16 December.

For next day delivery before Christmas please order by Monday 23 December.



NEW YEARS EVE

For standard delivery before New Year’s Eve please order by Thursday 19 December.

For next day delivery before New Year’s Eve please order by Monday 30 December.



For more information, please see our delivery guide here.



WATCHES

Due to the complex integration of parts within the timepiece, it is important to avoid the below conditions. A watch should never be worn in a sauna, a shower or a bath as hot water may damage its water-resistance seals. If your watch is exposed to salt water, rinse the timepiece with fresh water to prevent the salt from damaging water-resistance seals. Avoid extreme conditions, heat, cold, exposure to wet conditions, sunlight and direct contact with perfume or cologne.

We do not have the facilities in our AllSaints stores to repair watches or remove links. For link removal, you can use one of our authorised service centres or a watch centre of your choice. Link changes do not affect your warranty. In order to make a claim under your AllSaints warranty please review the instructions and fill the online form located here selecting the region you live in to determine the service centre to send your watch to.

For more information on how to return or care for our watches, please see here.



JEWELLERY

Avoid contact with chemicals, cosmetics, perfume, salt, water, chlorine, creams, hair spray and detergent. Do not wear during sports activities, bathing, showering, swimming etc. If jewellery gets wet ensure it dries properly. Wipe with a soft dry cloth before putting into the pouch.

Please take great care when using any beauty products when wearing AllSaints garments, as discolouration can occur due to the chemicals/bleaching agents in these products.



Depending on the size of your order, your parcel may arrive in a polybag envelope or in our branded box. All gift cards are packaged in an AllSaints gift box and shipped on a tracked service.

Please note we do not currently offer a designated gift wrapping, gift messaging or gift receipt service.



Enter the code in the promotional code box on the payment page and click 'SUBMIT'. If the code isn’t working, place your order and contact Customer Experience with your order number.



To redeem a gift card proceed through the check out, select your delivery option and then click "Purchase Securely". You can redeem your gift card at the Review stage of your order.

You are able to redeem up to 6 gift cards per transaction across our websites, excluding our Mobile App.

If you are having an issue redeeming your gift card, contact Customer Experience. For security purposes you must be able to provide us with the full gift card number as well as the PIN number.



We do not reserve your items in your basket and advise you check out swiftly to secure your purchase.



We offer a one-time price adjustment if an item is reduced in price within 14 days from date of purchase. Please be aware that the exact style and size of an item must be available for purchase at the time of your request The price adjustment credit will be issued to your original form of payment.



ONLINE PURCHASE

To receive a price adjustment please contact Customer Experience with your order number, the product name and the current selling price available on www.allsaints.com



STORE PURCHASES

Please visit your AllSaints store to request a price adjustment with your original receipt.


FAQS


For more information, please see the full 'Shipping' section below.



For more information, please see the full 'Returns & Exchanges' section below.



DO I NEED AN ACCOUNT TO PLACE AN ORDER?

You’re able to set up an AllSaints account or check out as a guest or Amazon Pay (UK, US and Germany only).



I'VE FORGOTTEN MY PASSWORD:

Click the forgotten password link under our login section to reset your password or continue shopping.



I CHECKED OUT AS A GUEST, HOW DO I TRACK MY ORDER?:

You will receive a dispatch confirmation email with the tracking number enclosed.



CAN I PLACE AN ORDER BY TELEPHONE?

Yes, we use a secure PCI compliant telephone system. We are able to process phone orders in the following currencies: GBP, EUR, USD, and CAD.



HOW WILL MY ORDER BE PACKAGED?

Depending on the size of your order, your parcel may arrive in a polybag envelope or in our branded box. All gift cards are packaged in an AllSaints gift box and shipped on a tracked service.

Please note we do not currently offer a designated gift wrapping or gift receipt service.



CAN I CHANGE OR CANCEL MY ORDER ONCE IT HAS BEEN PLACED?

You may change or cancel an order before we send you a Dispatch email by contacting Customer Experience. If the order is dispatched please refuse the order at the point of delivery or send it back using your returns slip.



HOW DO I REDEEM A PROMOTIONAL CODE?

Enter the code in the promotional code box on the payment page and click 'SUBMIT'. If the code isn’t working, place your order and contact Customer Experience with your order number.



HOW DO I CONTACT ALLSAINTS WITH ANY QUESTION?

You can contact Customer Expericence here for any general question or in relation with your order.

Please note that we now have a SMS number in both the US and UK. You will not be charged by AllSaints for using this service. However you will be charged for your text messages at your local tariff rate by your phone provider.


WHY HAVE I BEEN ASKED TO VERIFY MY DETAILS FOR MY ONLINE ORDER?

To protect our customers we regularly perform random security checks on online orders. If your order has been selected for review, you will be required to provide a bank authorisation code and/or utility bill so we can verify your details. This security policy is in place for your protection.


WHEN WILL I BE CHARGED?

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.



WHAT PAYMENT METHODS & CURRENCIES DO YOU ACCEPT?

Visa, Mastercard, American Express, Solo, Delta, Maestro, Prepaid Visa Cards, Visa Deferred Debit, Discover, Paypal, Amazon Payments and AllSaints Gift Cards. We currently trade in GBP (£), EUR (€), USD ($), WON (₩) YEN (Y) CAD ($)



IF I PAID WITH A GIFT CARD AND CREDIT CARD, WHICH WILL BE REFUNDED FIRST?

The money is returned first to your gift card and then to the card as outlined in Section 4.1 of our Terms and Conditions.

If you paid with multiple gift cards, you will be refunded to the first gift card you entered at checkout, and then the remainder will be refunded onto the payment card.



I’VE BEEN REFUNDED BUT NO LONGER HAVE MY GIFT CARD?

We advise our customers to keep their gift cards following a purchase in case of returns. If you no longer have the gift card you used to place the order, please contact our Customer Experience team so we can help you.



CAN I USE MULTIPLE GIFT CARDS ON AN ORDER?

You are able to redeem upto 6 gift cards per transaction across our websites, excluding our Mobile App. Simply enter your 16 digit gift card number and the 4 digit pin and click APPLY. Repeat the process until you have added all necessary gift cards.

If you paid with multiple gift cards, you will be refunded to the first gift card you entered at checkout, and then the remainder will be refunded onto the payment card.



DO YOU PERSONALISE GIFT CARDS?

We are unable to add a message to a gift card purchased online, however this is something we are working towards.



WHY DO YOU CHARGE FOR GIFT CARD DELIVERY?

All gift cards are packaged in an AllSaints gift box and shipped on a tracked service.



CAN I RESELL MY GIFT CARD?

AllSaints gift cards cannot be exchanged or refunded for cash. We are unable to accept gift cards which have been resold.



WHAT IS THE ALLSAINTS PRICE MATCH POLICY?

From 20 November 2018, we are introducing a one-time price match offer.

From this date, if you buy an item in an AllSaints standalone store or online at www.allsaints.com, and we reduce that item in price within 14 days from the date of purchase, we will refund you the difference.

At the time of your request to price match, the exact style, colour and size of your item must be in stock and available for purchase at a reduced price online at www.allsaints.com, or in AllSaints standalone stores that trades in the same currency.


The following conditions apply:

  • This price match offer excludes items sold through outlets, department store concessions, auctions or third party websites, Travel and Dutyfree stores.
  • The price adjustment credit will be issued to your original form of payment.
  • You may only use this price match offer once against each qualifying item.
  • Delivery charges and any other charges and duties are excluded when calculating the original price of an item.
  • We are unable to offer price adjustment on items originally purchased in a sale, using a voucher code or on any special promotion items that are temporarily reduced in price.


  • HOW DOES IT WORK FOR AN ONLINE PURCHASE?

    To receive a price adjustment please contact Customer Experience with your order number, the product name and the current selling price available on www.allsaints.com .



    HOW DOES IT WORK FOR A STORE PURCHASE?

    Please visit any AllSaints standalone stores, excluding outlet and department store concessions, to request a price adjustment with your original receipt. AllSaints may withdraw this offer at any time at its sole discretion.



    WHAT IS AMAZON PRIME & THE BENEFITS?

  • Amazon Prime membership entitles you to Free Next Day delivery on AllSaints.com to US Prime members on orders shipped to a US address with no minimum spend; as well as free returns.
  • AllSaints will take care of fulfilling your order and you’ll be charged on dispatch. As a signature is required for all AllSaints deliveries, we do not ship to collection points such as Amazon Lockers.
  • If you're having issues logging into your Amazon account, please try resetting your Amazon password.
  • AllSaints gift cards can be redeemed when purchasing through Amazon Pay, however we are currently unable to accept Amazon gift cards.


  • WHAT IS A STORE SOURCED ITEM?

    A store sourced item is a product which has been fulfilled from one of our stores as no longer available at our Distribution centre. Store sourced Items will be delivered separately within 3-5 working days, including Amazon orders. Please allow an additional 4 working days for international delivery. You will be advised if an Item is coming from a store during the checkout process.



    WHEN WILL AN ITEM WILL BE BACK IN STOCK?

    If your size is out of stock please register your interest on the product page and you’ll be contacted if we get the item back in stock via email. To check your local store availability please call Customer Experience or the store directly: Here.



    WHERE CAN I FIND SIZE AND FIT INFORMATION?

    Refer to our Size Guide page for any size and fit information. Our Customer Experience stylists are on hand 24/7 to offer style and fit advice and place your order by phone if you require further support.



    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.



    HOW DO I CARE FOR MY ALLSAINTS ITEMS?

    See more information here.



    DO YOU OFFER GARMENT CARE ADVICE FOR ALLSAINTS PRODUCTS?

    Each garment has unique care instructions on the internal label. Generally, we always advise to read and adhere to the care label and washing instructions before washing your clothes.

    The care label washing temperature is the highest permitted temperature.

    If you are unsure, always wash at a lower temperature rather than higher or hand wash.

    Turn garment inside out before washing.



    ARE ALLSAINTS WATCHES UNISEX?

    Our AllSaints Watches are part of our menswear collection, but they look great on everyone. Refer to the product details for measurements and wear it your way.



    CAN I RETURN OR EXCHANGE AN ALLSAINTS WATCH?

    Yes, our AllSaints watches fall under our online and in store return guidelines.



    ARE ALLSAINTS WATCHES SUITABLE FOR CUSTOMERS WITH A NICKEL ALLERGY?

    Yes, our AllSaints watches follow all international standards and are safe for those with a nickel allergy.



    MY ALLSAINTS WATCH IS NOT WORKING?

    Please check that the crown is pushed in. This is how the watch receives the power supply from the battery.



    DO YOU SHIP ALLSAINTS WATCHES INTERNATIONALLY?

    Yes our AllSaints watches can be shipped internationally.



    HOW ARE ALLSAINTS WATCHES PACKAGED?

    Our AllSaints Watches are packaged in a signature black branded watch box with the warranty details enclosed.



    HOW DO I SET THE TIME, DATE AND STOPWATCH?

    Full instructions on how to set your watch are available here for all watch models.



    WHERE ARE ALLSAINTS WATCHES MADE?

    Our AllSaints watch parts are made in Switzerland and assembled in Thailand and China.



    HOW DO I GET THE LINKS CHANGED ON MY ALLSAINTS WATCH BAND?

    AllSaints doesn't offer a link change service in store, but you can use one of our authorised service centres or a watch centre of your choice. Link changes do not affect your warranty.



    HOW LONG DO THE ALLSAINTS WATCH BATTERIES LAST AND HOW DO I CHANGE THEM?

    The batteries have an average lifespan of 3-5 years depending on the movement, which can be replaced. We recommend that you have your battery changed at one of our authorised service centres.



    DO THE ALLSAINTS WATCHES HAVE A POWER SAVING MECHANISM?

    In order to extend the battery life of your watch when it’s not in use, gently pull the movement stem/crown out until you feel it click.

    This will reduce battery power consumption by 70%.

    Please note that this is the same crown position that is used to perform a quick time setting.



    HOW DO I MAKE A CLAIM UNDER MY WARRANTY?

    In order to make a claim under your AllSaints warranty, please review the instructions and fill out the online form, located here.

    Please select the region you live in so as to determine the service centre to send your watch to.

    Please package your watch securely including, the printed form and a copy of your proof of purchase to the authorised international service centre.

    If you have any questions please contact your regional authorised AllSaints Watch service centre here.



    HOW DO I GET MY ALLSAINTS WATCH REPAIRED OR SERVICED OUTSIDE MY WARRANTY?

    To request work not covered under your AllSaints warranty, including link changes and battery replacements, please review the instructions and fill the online form located here.

    Please select the region you live in so as to determine the service centre to send your watch to.

    Please package your watch securely including, the printed form and a copy of your proof of purchase to the authorised international service centre. You will be notified of the cost and be charged by the service centre directly if required.

    If you have any questions please contact AllSaints Watch Customer Services here.



    HOW DO I CLEAN MY WATCH CRYSTAL, CROWN AND BAND?

    Clean the watch with a soft cloth and water only. Do not submerge watch under water.

    After contact with saltwater, rinse watch under tap water and wipe dry with a soft cloth.

    Metal bracelets should be cleaned periodically. Clean with a soft brush dipped in mild soapy water and dry thoroughly with a soft cloth.



    CAN I BUY ADDITIONAL BANDS OR METAL BRACELETS?

    We don't sell additional AllSaints watch bands or bracelets. You can select alternative bands of your choice, that fit our universal measurement and spring bars.

    If you wish to change your watch band or bracelet, please note that you will need to source the replacement band or bracelet yourself and cover the cost of fitting at a service centre of your choice.



    CAN I RETURN MY WATCH TO AN ALLSAINTS STORE FOR REPAIR OR TO HAVE LINKS REMOVED?

    No, we do not have the facilities in our AllSaints stores to repair watches or remove links.

    For link removal, you can use one of our authorised service centres or a watch centre of your choice. Link changes do not affect your warranty.

    In order to make a claim under your AllSaints warranty please review the instructions and fill the online form located here selecting the region you live in to determine the service centre to send your watch to.

    Please package your watch securely and include the printed form and a copy of your proof of purchase to the authorised service centre.

    If you have any questions please contact your selected service centre here.



    ARE ALLSAINTS WATCHES WATERPROOF?

    No, our watches are not waterproof, however they are designed with a minimum water resistance rating of 5ATM (100ft/50m).

    The water-resistance of a timepiece protects the movement from dust, moisture, and risk of damage to the movement should it be immersed in water.

    AllSaints watches are suitable for light spray, perspiration and light rain. They are not suitable for swimming, showering, diving, or bathing.



    WHY IS THE CHRONO SECONDS HAND NOT MOVING?

    A chronograph watch is used to measure time - it can be started, stopped and returned to zero by pressing the pusher buttons. The long center hand is actually the seconds counter of the chronograph timer.

    When you press the button A (top button above the crown), the seconds counter hand begins to count down.

    When you press button B (bottom button below the crown), the hands stops. This hand does not run automatically like a seconds hand.



    HOW DO I CARE FOR MY WATCH?

    Due to the complex integration of parts within the timepiece, it is important to avoid the below conditions.

    A watch should never be worn in a sauna, a shower or a bath as hot water may damage its water-resistance seals.

    If your watch is exposed to salt water, rinse the timepiece with fresh water to prevent the salt from damaging water-resistance seals.

    Avoid extreme conditions, heat, cold, exposure to wet conditions, sunlight and direct contact with perfume or cologne.

    For more information, please see the full care guide here.



    WHAT IS A GMT MOVEMENT?

    The GMT (Greenwich Mean Time) movement features a 24 hour hand that can be used to show a second time zone or to calculate the time in another part of the world.

    You can read the time by using the military 1-24 scale on the inner part of the topring.



    HOW DO MAGNETIC FIELDS AFFECT MY TIMEPIECE?

    The exposure of your watch to strong magnetic fields, such as loudspeakers, tablets or smartphones, will affect its time keeping ability and may cause it to stop.

    Our AllSaints quartz watches will resume working with original accuracy when it is removed from the magnetic field.



    DO I NEED TO UPDATE THE TIME ON MY WATCH FOR DAYLIGHT SAVINGS?

    Yes, you will need to update the time on your watch twice a year for Daylight Savings.




    WHERE’S MY NEAREST STORE?

    You can search for your closest store via our store locator.



    CAN I RETURN A DEPARTMENT STORE CONCESSION PURCHASE TO AN ALLSAINTS STORE?

    No. We are unable to accept returns from for AllSaints items bought in Department stores. All items purchased through one of our concessions would fall under the host store’s returns policy and should be returned to that store directly.



    DO YOU OFFER CLICK AND COLLECT?

    No, we are currently working towards offering this service. If you select delivery to one of our stores, we cannot accept liability for the parcel and may contact you to request an alternative address.



    CAN YOU TRANSFER A PRODUCT TO MY LOCAL STORE?

    This is not a service our network is currently able to support. However we can place an online order for home or business address delivery.



    WHO DO I CONTACT IF I’M UNHAPPY WITH THE SERVICE I’VE RECEIVED?

    You can contact our Customer Experience. We welcome all feedback and will work with you to resolve your query.


    WHO DO I CONTACT IF I HAVE AN ISSUE WHICH ALLSAINTS ARE UNABLE TO RESOLVE?

    In the unlikely event that there is a dispute in relation to the goods supplied, any dispute or claim shall be governed and construed according to United States Law and shall be subject to the exclusive jurisdiction of the US Courts.

    If any provision of these Terms & Conditions is held by any Court or other authority to be invalid or unenforceable in whole or in part, then the validity of the rest of these Terms & Conditions and the remainder of the provision in question shall not be effected thereby.

    For more information please contact Customer Experience.



    I’M HAVING TROUBLE WITH YOUR WEBSITE, WHAT DO I DO?

    Clear your cookies, close your browser, reopen it and visit our site again.

    We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc. If you’re still having problems, contact Customer Experience.



    IS YOUR WEBSITE SECURE?

    All transactions are secured. The AllSaints website is provided with an SSL encryption system to protect personal and payment data.

    Please click here for more information: Privacy Policy



    For more information, including the full Notice, Claim Form and Settlement Agreement, go to www.factacompliancesettlement.com, contact the Settlement Administrator at 1-866-554-5818 or AllSaints FACTA Settlement Administrator, P.O. Box 404096, Louisville, KY 40233-4096, or call Class Counsel at 1-866-354-3015.




    ARE YOUR PRODUCTS ETHICALLY SOURCED & MANUFACTURED?
    SOURCING:

    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.

    All animal derived products are from ethical vendors that ensure animals are treated humanely. It is our strong view and business policy that human or animal rights should never be compromised as a result of our business in any form.


    MANUFACTURING:

    We have a code of conduct to ensure all employees that produce our products are treated ethically and fairly.

    We always seek to work with reputable and ethical suppliers globally and 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 gained knowledge of their practices and collaborate with them on continuous improvements in process and standards.



    HOW DO YOU PROCURE 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.



    ARE ALLSAINTS FRAGRANCES TESTED ON ANIMALS?

    AllSaints fragrance are not tested on animals



    WHAT IS NOT FOR SALE?

    AllSaints supports the Not For Sale charitable organisation which protects people and communities from human trafficking.

    Their work provides survivors and at-risk communities in nine countries with safety, stability, education and economic opportunities.


    DELIVERY

    Free Delivery on all Standard US orders over $250 & free US returns.

    In order to offer our customers a premium courier service we use UPS for all orders.

    We offer 2 delivery services:

  • Next Day Shipping service.
  • Standard Shipping service, including international.

  • You'll be able to reschedule, redirect, or have your order delivered The UPS Store or to a UPS Access Point location by registering with UPS My Choice. www.ups.com/mychoice/


    Exclusions

  • We offer a standard delivery service for Alaska, Hawaii, Puerto Rico and outlying regions of Canada.
  • Store sourced Items will be delivered separately within 5-7 working days, including Amazon and Amazon Prime orders. You will be advised if an Item is coming from a store during the checkout process. Please allow an additional 2 working days for international delivery.
  • Our Next business day delivery service for all US and Canadian orders is $24.95.

  • Order by 7pm (EST), 6pm (CST), 4pm (PST) for NEXT DAY Shipping, delivered Monday to Friday excluding weekends.
  • Order After 7pm (EST), 6pm (CST), 4pm (PST) on Thursday and before 7pm (EST), 6pm (CST), 4pm (PST) on Friday and you’ll receive your order on Monday.
  • Amazon Prime members can benefit from Free Next Day Shipping with no minimum spend for shipping within the US and Canada.
  • You'll receive a tracking number once your order leaves our distribution centre for use on the UPS website.
  • Deliveries arrive between 9am and 5pm Monday to Friday, excluding weekends.
  • A signature is not required for delivery as UPS may leave your parcel in a safe place.

  • Exclusions

  • We offer a standard delivery service for Alaska, Hawaii, Puerto Rico and outlying regions of Canada
  • Our US standard shipping service is free for orders over $250. For orders under $250 delivery is $9.95.

  • You'll receive a tracking number once your order leaves our distribution centre for use on the UPS website.
  • Deliveries arrive between 9am and 5pm Monday to Friday, excluding weekends within 3-5 working days for US and Canada. Please allow 7 working days for international delivery.
  • A signature is not required for delivery as UPS may leave your parcel in a safe place.

  • Exclusions

  • Outlying areas may take up to 7 working days.
  • Orders delivered to Canada are shipped on Delivered Duty Paid basis. Therefore our customers are not liable for the tax and customs fees.

    AllSaints offer a Next Business Day and Standard shipping services for Canadian orders.


    We offer free Standard Shipping for all orders to Mexico over $250. For orders under $250 delivery is $9.95.

    We ship our orders to Mexico Delivered Duty Unpaid (DDU) with UPS. This means prices are exclusive of all taxes and duties. These charges are the responsibility of our customer and have to be paid on delivery of your order. Please contact your local customs office for more information.

    Deliveries arrive between 9am and 5pm Monday to Friday. Expect to receive your order within 5-7 working days. Working days do not include weekends or public holidays.

    Please note: If your order contains footwear, you must hire a licensed broker to clear customs.


    We offer free Standard Shipping for all orders to South America over $250. For orders under $250 delivery is $9.95 from our US website only: www.us.allsaints.com

    We ship our orders to South America Delivered Duty Unpaid (DDU) with UPS. This means prices are exclusive of all taxes and duties. These charges are the responsibility of our customer and have to be paid on delivery of your order. Please contact your local customs office for more information on specific regulations and restrictions.

    Deliveries arrive between 9am and 5pm Monday to Friday. Expect to receive your order within 3 to 5 working days. Working days do not include weekends or public holidays. Outlying areas may take longer.

    Store sourced Items will be delivered separately within 3-5 working days, including Amazon and Amazon Prime orders. You will be advised if an Item is coming from a store during the checkout process. Please allow an additional 2 working days for international delivery.


  • BRAZIL: Orders shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF). To avoid any possible delays, make sure you have this information available when our shipping partner contacts you. Orders over $2999 USD require formal customs clearance. We recommend that you hire a broker in order to comply with regulations.
  • ARGENTINA: Orders valued at $1000 USD or greater will require formal entry and must be cleared by a third-party broker.
  • CHILE: Orders valued $1000 USD and greater will require a broker in order to comply with regulations.
  • ECUADOR: Orders valued greater than $2,000 USD or weighing in excess of 50kg require formal customs clearance. We recommend that you hire a broker in order to comply with regulations.
  • PERU: Order valued greater than $2,000 USD will require formal customs clearance. We recommend that you hire a broker in order to comply with regulations.


  • $29.95 or free for orders over $350.

  • Deliveries arrive between 9am and 5pm Monday to Friday. Working days do not include weekends or public holidays.
  • Orders will arrive within 5 working days, outlying areas may take longer.
  • UPS carries all our deliveries and you'll receive a tracking number once your order leaves our distribution centre for use on the UPS website.
  • We ship all international orders on a Delivery Duty Unpaid (DDU ) basis. This means prices are exclusive of all taxes and duties. These charges are the responsibility of our customer and have to be paid on delivery of your order. Please contact your local customs office for more information.
  • If you are not available, we will leave you a card telling you how to rearrange your delivery or where you can pick up your items. We may also leave your order with an immediate neighbour, but we cannot leave it in a safe place for your own security.
  • We deliver to PO Boxes in the following countries: Saudi Arabia, Bahrain, Iran, Iraq, Jordan, Kuwait, Oman, Qatar, United Arab Emirates. It is essential for successful delivery that a valid contact name and consignee telephone number is provided.


  • AUSTRALIA

    From 1 July 2018, Australian Goods and Services Tax will be included in the product price for all transactions where you pay AUD $1,000 or less for your basket.

    For deliveries to Australia over the value of AUD $1,000, we operate on a DDU (Delivered Duty Unpaid) basis. This means that:

  • Product prices for such destinations are exclusive of all taxes and duties;
  • You will be responsible for payment of any customs clearance expenses, import duties, sales taxes, brokerage fees and any other similar charges or fees imposed by the customs authorities of the destination country. Payment of these will be necessary in order to release your Items from customs on arrival. Please note that we have no control over these charges and cannot predict their amount or offer a refund in the event that you are unable or unwilling to pay these charges;
  • You are responsible for providing any information required by the customs authorities of the destination country to ensure the Goods are cleared. We recommend you contact the customs authorities of the destination country to determine a landed cost price for the Items prior to placing an order and what information will be required to obtain release of the Items from customs.


  • UK AND EUROPE

    For shipments to UK or Europe from our North American websites, please note that we ship on a DDU basis. Please visit www.allsaints.com where you can take advantage of more shipping options and pay in GBP (£) or www.allsaints.eu for Euros (€).


    RUSSIA

    The Federal Customs Service of Russia calculates customs fees based on the total value of goods imported by each customer within a one month period.

    We recommend that you keep track of the orders you place, as in a small number of areas in Russia, if you exceed the monthly import threshold amount, your purchase will be sent back to us. For more information please contact your local customs office. Our shipping partner will contact you via SMS message or email and ask you to provide necessary documentation.

  • A copy of your passport
  • A passenger declaration - please collect from your local customs office
  • A copy of your order confirmation
  • A power of attorney signed by the importer electronically on the web-portal
  • A copy of proof of payment - i.e. a bank statement
  • The original importers guarantee letter.


  • SOUTH KOREA

    For shipments to South Korea from our North American websites, please note that we ship on a DDU basis. Please visit www.allsaints.kr where you can take advantage of more shipping options and pay in WON (₩).


    TAIWAN

    From 06 May 2019 Taiwan custom authorities will now ask individual consignees to provide a Power of Attorney (POA) for shipments that are valued below TWD $50,000 / USD $1,613.

    Consignees are advised to use the "Real Name Authentication Platform" to register and send an electronic POA. Customs will accept a hard copy of the POA provided it is faxed to Customs when requested. It is important that this guidance is followed within 7 days or the shipments will be returned to their origin.



    DELIVERIES OUTSIDE NORTH AMERICA (Including Mexico, excluding Australia and Taiwan):

    We operate on a 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.


    DELIVERIES TO AUSTRALIA

    From 1 July 2018, Australian Goods and Services Tax will be included in the product price for all transactions where you pay AUD $1,000 or less for your basket.

    For deliveries to Australia over the value of AUD $1,000, we operate on a DDU (Delivered Duty Unpaid) basis. This means that:

  • Product prices for such destinations are exclusive of all taxes and duties, including UK VAT;
  • You will be responsible for payment of any customs clearance expenses, import duties, sales taxes, brokerage fees and any other similar charges or fees imposed by the customs authorities of the destination country. Payment of these will be necessary in order to release your Items from customs on arrival. Please note that we have no control over these charges and cannot predict their amount or offer a refund in the event that you are unable or unwilling to pay these charges;
  • You are responsible for providing any information required by the customs authorities of the destination country to ensure the Goods are cleared. We recommend you contact the customs authorities of the destination country to determine a landed cost price for the Items prior to placing an order and what information will be required to obtain release of the Items from customs.

  • DELIVERIES TO TAIWAN

    From 06 May 2019 Taiwan custom authorities will now ask individual consignees to provide a Power of Attorney (POA) for shipments that are valued below TWD $50,000 / USD $1,613.

    Consignees are advised to use the "Real Name Authentication Platform" to register and send an electronic POA. Customs will accept a hard copy of the POA provided it is faxed to Customs when requested. It is important that this guidance is followed within 7 days or the shipments will be returned to their origin.


    US NEXT DAY DELIVERY: We offer a standard delivery service for Alaska, Hawaii, Puerto Rico and outlying regions of Canada

    STORE SOURCED ITEMS: Store sourced Items will be delivered separately within 3-5 working days, including Amazon and Amazon Prime orders. You will be advised if an Item is coming from a store during the checkout process. Please allow an additional 4 working days for international delivery.

    DELIVERY TO RUSSIA:

    UPS are able to ship to the following locations in Russia only. Any locations not listed are undeliverable by UPS.

    Moscow (including postcodes 140000-144012 in Moscow Oblast), Nizhniy Novgorod (including Nizhegorodskaya Oblast), Krasnodar (including Krsnodar Oblast), Novorossiysk, Sochi, Stavropol (including Stavropol Oblast), St. Petersburg (including Leningrad oblast), Khabarovsk (including Khabarovsk Oblast), Blagoveschensk and Vladivostok.

    Arkhangelsk, Astrakhan, Belgorod, Bryansk, Chelyabinsk, Chita, Irkutsk, Ivanovo, Izhevsk, Kaluga, Kazan, Kemerovo, Kostroma, Krasnoyarsk, Lipetsk, Murmansk, Naberezhyne Chelny, Novgorod, Novokuznetsk, Novosibirsk, Novy Urengoy, Omsk, Orel, Orenburg, Perm, Pskov, Pyatigorsk, Rostov-on-Don, Ryazan, Samara, Saratov, Smolensk, Surgut, Tambov, Togliatti, Tuapse, Tula, Tver, Tyumen, Ufa, Ulyanovsk, Vladimir, Volgograd, Voronezh, Vyborg, Yaroslavl and Yekaterinburg.


    SHIPPING TO SOUTH AMERICA:

    We ship to South America from the US only, therefore we recommend you place order from our US site www.us.allsaints.com. Please click here for more information.


    EXOTIC SKINS:

    Due to international trading agreements and regulations AllSaints must adhere to specific shipping restrictions. We are unable to ship exotic skins outside the EU. In addition, we are required by EU regulation to obtain a CITES (Convention on International Trade in Endangered Species of Wild Fauna and Flora) permit before items made from exotic skins can be shipped. This may cause a delay in processing your order. For further information, please contact Customer Experience.


    FRAGRANCES:

    Due to shipping restrictions we are unable to ship orders containing AllSaints fragrance by air transportation. International, Canadian and some Next Day destinations will be excluded. Please select a UK or US domestic address or remove fragrance from your basket.


    SHIPPING FOOTWEAR TO MEXICO:

    If your order contains footwear, you must hire a licensed broker to clear customs.


    US. ALTERNATIVE ADDRESSES:

    For your safety and security we do not deliver to APO, FPO or PO box addresses.


    DELIVERY TO BELARUS:

    Please note for orders delivered to Belarus, we can deliver to Minsk airport only.


  • A signature is not required for delivery as UPS may leave your parcel in a safe place.
  • Returns

    We're sure you'll be happy with your AllSaints purchase, but we all change our minds. If you do, US returns are free. Please read through the information below.
    As always, our Customer Experience Team are only a phone call or a tweet away:
    +1 877 840 1294
    @AskAllSaints


  • For a full refund, please return your online order in its original condition to our Distribution Centre within 14 days of receiving. This applies to full price and sale purchases.
  • US domestic orders will include a free returns label unless your order contains a fragrance product.
  • Exchange your purchase for a different colour variation or size within 28 days of purchase. You can also exchange for a gift card. Items received outside of our 28 day return period will be returned to you.
  • Returns will be processed within 48 hours, this may vary during busier periods.
  • You’ll be refunded to your original form of payment.
  • If your payment was made using one or more gift cards and a credit card, we’ll refund the gift card you entered first during the checkout, followed by your payment card.
  • If your payment was made using multiple gift cards, we’ll refund the first gift card number you entered when checking out.
  • Please keep all gift cards used to place an order in case of returns.
  • Allow 5-10 working days for refunded payments to appear in your account. Gift card refunds will appear on your gift card within 24 hours.

  • To protect your purchase, a selection of our dresses and leathers are tagged and refunds will only be offered if this tag remains attached when returned. Dress returns received without the tag attached will either be exchanged or returned to the customer.
  • Please note, we monitor the number of returns made by customers and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your AllSaints account.


  • RETURN IN STORE

  • Return your online order to any AllSaints store that trades in the same currency for an exchange or gift card only within 28 days (excluding global department stores and physical outlets). We are unable to refund online orders in stores.
  • Exchanged items must be in their original condition, and accompanied by a copy of your original invoice. If you exchange your online purchase in store you fall under the store’s return policy for further exchanges. Your statutory rights are not affected.

  • FRAGRANCE RETURNS

  • For health and hygiene reasons we are unable to exchange or refund fragrances once the original packaging and cellophane wrap has been opened or the product has been used.

  • SWIMWEAR AND UNDERWEAR RETURNS

    To return swimwear and underwear it must be unused with complete original packaging.


    HANDBAG RETURNS

    To return your handbag please wrap carefully in the original dust bag to prevent any damage during shipping. When examining your handbag please be mindful not to scratch or mark the product.



    REFUNDS:

  • Please bring your receipt and the item in its original condition, back within 14 days for a refund via your original form of payment or gift card. We are unable to refund online orders in stores.
  • Concession purchases are to be returned according to the department stores own policy. Outlet store purchases can be returned to an outlet store for an exchange only.

  • EXCHANGES:

  • Items purchased in an AllSaints store or AllSaints.com can be exchanged in any store (excluding outlets and concessions) trading in the same currency within 28 days.

  • CONCESSIONS AND PHYSICAL 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 physical outlet stores can only be exchanged for a gift card or alternate style in a physical outlet store within 14 days. We are unable to refund outlet store purchases.
  • Please note that online orders and purchases from mainline stores cannot be returned or exchanged in concession and physical outlet stores.

  • Your statutory rights are not affected.



    Return your online order to our Distribution Centre within 14 days of receiving your order for a full refund. Exchange or receive a gift card within 28 days. Exchange for different colour or size of the same style.

    For security reasons we are unable to accept hand-carried returns to our distribution centre.


    RETURNS ADDRESS:

    AllSaints Website Returns, 880 Remington Blvd, Bolingbrook, Chicago, IL, USA 60440


    RETURN TO DISTRIBUTION CENTRE:

    US RETURNS:

  • Fill in the returns form received in your order, apply the sticky returns label to the front of the parcel and drop it off at your nearest UPS Drop Point.
  • If you have lost or didn't receive a form, log in to your account at 'My Account', 'My Orders' and select the 'Reprint Free Returns Label' or contact Customer Experience.
  • Your unwanted items are your responsibility until they reach our warehouse. We recommend that you retain your proof of postage.

  • INTERNATIONAL RETURNS (Including Canada):

  • You can return your order using any trackable postal service; you'll need to cover the postage costs yourself.
  • Please mark your parcel as ‘returned goods’ to avoid being charged any further duties.
  • If you didn’t receive a return form you can include a written note with your name, order number and request instead.
  • Alternatively, if you are a 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 and Conditions for further details.
  • Please return your order to the above address. For security reasons we are unable to accept hand carried returns to our distribution centre.

  • RETURN TO STORE:

  • Return your online order to any AllSaints store for an exchange or gift card only within 28 days (excluding global department stores and outlets). Please note that stores aren't able to offer a refund for online orders.
  • Exchanged items must be in their original condition, and accompanied by a copy of your original invoice. If you exchange your online purchase in store you fall under the store’s return policy for further exchanges. Your statutory rights are not affected.


  • To return jewelry items (excluding pierced earrings) they must be unused and returned in resalable condition.


    For health and hygiene reasons we are unable to exchange or refund pierced earrings unless they are faulty.



  • Domestic returns may take 5 working days to be delivered to us depending on origin. We advise that you use a trackable service for your return.
  • Returns will be processed within 72 hours after receipt at our distribution centre, this may vary during busy periods.
  • Allow 5-10 working days for refunds to appear in your account depending on your bank.
  • For International exchanges, please allow up to 10 working days for the exchange to be delivered.

  • 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.

  • DELIVERY COSTS REFUND:

  • 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.
  • UK & EU customers: 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 our 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.


  • ORDERS DELIVERED OUTSIDE NORTH AMERICA (INCLUDING MEXICO, OTHER THAN AUSTRALIA):

    We operate on a 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.


    ORDERS DELIVERED TO AUSTRALIA:

    From 1 July 2018, if your order has been sent to Australia and you have paid AUD $1,000 or less for your basket, all sales taxes will be refunded.

    If your order has been sent to Australia and you have paid more than AUD $1,000 for your basket, customs duties and sales taxes are non-refundable through AllSaints. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.