COVID-19
THE STEPS WE’RE TAKING TO LOOK AFTER OUR PEOPLE AND CUSTOMERS AS OUR STORES REOPEN.
The well-being and safety of our people and our customers is of paramount importance to us, and we are doing everything that we can to play our part in helping to mitigate the spread of Covid-19. We are of course following advice from the governments and public health authorities in the countries in which we operate across the world, which in some cases entails shop and office closures. Our priority is to look after our teams and customers as best we can in these scenarios. We are working with each individual team member to come up with an option that gives them the best level of financial protection possible.
We have also launched an extensive range of our own operational procedures and precautions in order to help limit the spread of COVID-19 and keep our people and our customers safe.
Our amazing teams around the world are working tirelessly to make sure that our business continues to run as efficiently and resiliently as possible during these exceptionally challenging times. Our overriding objective is to look after our teams, and our teams’ overriding objective is to be here for our customers.
OUR CUSTOMERS
Our brand is built on an unwavering commitment to providing our customers with an outstanding level of quality and service. In this period of uncertainty, one of the absolute certainties for us is that we will continue to focus on maintaining that high standard to the best of our abilities.
In addition to the precautions that we are taking in our stores, we have extended our returns policy to 90 days in recognition of the fact that some customers may find it harder to return their goods. Please note returns, refunds and exchanges may take up to 3 weeks to process. We quarantine all return items for 48 hours as a matter of precaution. We will continue to provide updates on delivery options and timelines for online orders, and all of our delivery partners are of course following strict government guidelines for the safe and secure delivery of orders. Please note deliveries may take 7-14 working days to dispatch. We have suspended DPD pick up shop delivery options and other collection points per government guidelines.
Inevitably, certain elements of our operations may not be as smooth and seamless as they are normally given the exceptional circumstances under which we are operating, so we would like to thank our customers in advance for their patience and understanding.
Please see our Customer Experience revised hours of service: 9am-11pm BST Monday to Friday. Our phone lines continue to be suspended due to the current restrictions in place. If you need to contact us for any reason, while our Customer Experience service is not available by phone at the moment due to the current restrictions, you can send an email to ask@allsaints.com and we’ll get back to you as soon as possible.
OUR STORES
Since the very start of the COVID-19 outbreak, our number one priority has been the well-being and safety of our people and our customers. We’ve been doing everything that we can to play our part in helping to mitigate the spread of the virus, and have been working hard to ensure that AllSaints emerges from this period stronger and more resilient than ever before.
We’re delighted to be welcoming customers back into our stores around the world as lockdown measure start to ease. As always, we’re keeping our online store locator updated as to which of our stores are open. However, we’re determined to do so sensibly and cautiously in order to be absolutely certain that we can provide both our customers and our people with a completely safe environment in which to shop and work.
With that in mind, we’ve put in place an extensive range of precautionary measures in all of our stores, and all of our teams have received in-depth training on social distancing protocols and other health and safety initiatives. We’re rigorously testing each and every store before taking the decision to re-open them, and are constantly monitoring them to make any changes or enhancements that may be required.
The measures that we’ve implemented include:
Please be assured that our amazing teams around the world are working tirelessly to look after our customers, and are doing everything that they can to provide the safest possible experience of shopping with AllSaints.
DISTRIBUTION CENTRES AND OFFICES
As in our stores, we have implemented enhanced hygiene protocols and are providing regular briefings to ensure that all of our teams are aware of the new measures. In addition, we are now running separated shifts with no overlap in order to minimise the number of employees onsite at any one time. In our offices, we are encouraging remote working wherever possible and are in daily communication with our teams to ensure that they are receiving all the support from us that they require.
ACTIONS NOT WORDS
At AllSaints we do not tolerate racial prejudice in any form. We want to make public the actions we've taken so far:
POPULAR QUESTIONS
If you buy an item in an AllSaints standalone store or online at www.dhlrugby.com, and we reduce that item in price within 14 days from the date of purchase, we will refund you the difference. Please note that all Outlet products are excluded from our price match policy and are not eligible for a price match refund. This applies to both Outlet products sold online or in store.
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.dhlrugby.com, or in AllSaints standalone stores that trades in the same currency.
The following conditions and exclusions apply:
To receive a price adjustment please contact Customer Experience with your order number, the product name and the current selling price available on www.dhlrugby.com .
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.
Yes you can. We have extended our returns policy to 90 days in recognition of the fact that some customers may find it harder to return their goods. For a full refund, please return your online order in its original condition to our Distribution Centre within 90 days of receiving. This applies to full price, sale and online Outlet purchases.
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.
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.
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.
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.
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.
FAQs
You’re able to set up an AllSaints account or check out as a guest or Amazon Pay (UK, US and Germany only).
Click the forgotten password link under our login section to reset your password or continue shopping.
You will receive a dispatch confirmation email with the tracking number enclosed.
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.
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.
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.
You can contact Customer Expericence herefor any general question or in relation with your order.
Please note that we now have a SMS number in both the UK and US. 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.
The AllSaints app is currently only available for Apple iPhone devices compatible with the iTunes app store. Simply open the ‘App Store’ app on your device and search for ‘AllSaints’.
The AllSaints app is currently only available in English in GBP and USD currencies.
You can create a new account, log into your existing account, or check out as a guest.
Any changes in your account will be saved when you next sign into www.dhlrugby.com, however items in your wish list or basket will not be visible.
You can checkout using Amazon Pay, Visa, Mastercard, American Express, Solo, Delta, Maestro, Prepaid Visa Cards, Visa Deferred Debit and GBP and USD AllSaints gift card. We do not currently offer Paypal or other digital wallet payments on our app. You can also save your payment card details on the AllSaints app only.
All transactions are secured - an SSL encryption system protects your personal and payment data.
All payment details are encrypted with our payment provider, plus the option to secure any saved card details using your fingerprint with Apple Touch ID (using iPhone 5s or later) or with facial recognition using Face ID (using iPhone X or later).
Cards can be removed from the ‘Account’ section of the app while logged in with your AllSaints account. Simply swipe left on a card and tap ‘delete’ to remove.
No - we simply read the card details required for payment. The image is not saved and is deleted immediately after use.
Yes, currently we are unable to offer our DPD pick-up service on any app orders and this will not be available at checkout.
All orders associated to your login will be recalled in your order history the next time you download the AllSaints app and will also be available on the website. If you have checked out as a guest on the app your order will not be saved in your account.
You can choose not to enable push notifications when opening the app after downloading for the first time, or if you already have the app installed, all notifications can be managed under your device configuration.
These can be disabled under: Settings > Notifications > AllSaints > then switching the ‘Allow Notifications’ button to the ‘OFF’ state.
Updates can be downloaded from the App Store whenever a new version is available, these will update automatically if you choose to enable automatic downloads.
These can be enabled under: Settings > iTunes & App Stores > then switching the ‘Apps’ button to the ‘ON’ state.
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.
Visa, Mastercard, American Express, Solo, Delta, Maestro, Prepaid Visa Cards, Visa Deferred Debit, Paypal, Amazon Payments, Klarna and AllSaints Gift Cards. We currently trade in GBP (￡), EUR (€), USD ($), WON (?) YEN (Y) CAD ($)
For more information, please see the full 'Klarna' section below.
Tax charged on purchases made online cannot be recovered through the VAT Retail Export Scheme. However all store purchases are eligible for tax free shopping.
The money is returned first to your gift card and then to the payment card as outlined in Section 9.1 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.
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 so we can help you.
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.
We are unable to add a message to a gift card purchased online, however this is something we are working towards.
All gift cards are packaged in an AllSaints gift box and shipped on a tracked service.
AllSaints gift cards cannot be exchanged or refunded for cash. We are unable to accept gift cards which have been resold.
If you buy an item in an AllSaints standalone store or online at www.dhlrugby.com, and we reduce that item in price within 14 days from the date of purchase, we will refund you the difference. Please note that all Outlet products are excluded from our price match policy and are not eligible for a price match refund. This applies to both Outlet products sold online or in store.
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.dhlrugby.com, or in AllSaints standalone stores that trades in the same currency.
The following conditions and exclusions apply:
To receive a price adjustment please contact Customer Experience with your order number, the product name and the current selling price available on www.dhlrugby.com .
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.
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.
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.
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.
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.
See more information here.
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.
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.
Yes, our AllSaints watches fall under our online and in store return guidelines.
Yes, our AllSaints watches follow all international standards and are safe for those with a nickel allergy.
Please check that the crown is pushed in. This is how the watch receives the power supply from the battery.
Yes our AllSaints watches can be shipped internationally.
Our AllSaints Watches are packaged in a signature black branded watch box with the warranty details enclosed.
Full instructions on how to set your watch are available here for all watch models.
Our AllSaints watch parts are made in Switzerland and assembled in Thailand and China.
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.
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.
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.
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.
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 your selected service centre here.
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.
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.
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.
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.
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.
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.
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.
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.
Yes, you will need to update the time on your watch twice a year for Daylight Savings.
You can search for your closest store via our store locator.
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.
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.
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.
You can shop tax free in any of our stores. Department stores and Franchises will have their own policy. However tax Free shopping and refunds are not possible for online purchases.
You can contact our Customer Experience. We welcome all feedback and will work with you to resolve your query.
The European Online Dispute Resolution platform 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.
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.
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
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.
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.
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.
AllSaints fragrance are not tested on animals
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.
Gender Pay Gap legislation, under the Equality Act 2010, requires an employer with 250 employees or more to publish their gender pay gap for their employees.
AllSaints is extremely proud of its long track record of recruiting and retaining a diverse workforce from all backgrounds and walks of life, as reflected by the incredible 37 different nationalities currently employed in head office. Treating our employees, customers and partners fairly and equally is at the core of our philosophy as a business, and we believe that this is reflected in the gender balance and pay within our company.
AllSaints is therefore pleased to present the following figures as at the snapshot date of 5 April 2018.
DPD Pickup is a delivery service available in the UK only. It allows you to have your parcel delivered to your local DPD Pickup shop.
You’ll be notified by email & SMS when your parcel is ready to collect, and you'll have up to 7 calendar days to collect at a time to suit you.
Please bring a photo ID such as driving license or passport, and a pick-up pass such as the 2D code you receive from DPD or your utility bill.
There are 2,500 DPD Pickup shops in the UK with many offering extended opening times. Locations include Halfords, Rowlands & Numark pharmacy chains and Doddle sites at key railway stations.
Simply select DPD Pickup and choose a Pickup shop from the list available at the checkout.
DPD will provide tracking information as soon as your order leaves our warehouse.
For more information, please click link here: DPD Pick Up FAQs
DELIVERY
Please note that it will take between 7-14 working days for an order to be delivered. All Next Day and Premium services are suspended until further notice.
Free Delivery on all UK orders over ￡150 & free UK returns.
Delivery to over 220 global destinations & premium shipping options available in UK.
In order to offer a premium courier service DPD will ship all UK orders and multiple shipping partners will ship to European and international destinations. Exclusions apply.
Please find our delivery services below:
TRACKING YOUR ORDER:
Once your order has been dispatched, we’ll email you a tracking number so you can follow your order.
UK ORDERS:
INTERNATIONAL ORDERS:
DHL ON DEMAND DELIVERY offers the following free delivery options:
Our shipping partners will leave a card so you know which neighbour your parcel has been delivered to. We’re currently unable to ship to collections points such as Amazon lockers and Collect Plus.
￡4.95/€5.95 or free for orders over ￡150/€150 and Amazon Prime members.
￡9.95/€9.95 for all orders
￡9.95/€9.95 for all orders
￡3.95/€4.95 or free for orders over ￡150/€150.
￡9.95/€9.95 for all orders.
UK SATURDAY 10:30AM DELIVERY
UK SATURDAY 12 NOON DELIVERY
￡9.95/€9.95 for all orders.
￡9.95/€9.95 or free for orders over ￡150/€150.
￡24.95/€24.95 or free for orders over ￡300/€300.
DHL ON DEMAND INFLIGHT OPTIONS:
AllSaints offer On Demand Delivery service (ODD) via our shipping partner DHL for International delivery destinations. The service allows you to have complete control over your shipment while it is on its way to you, giving you the option to make changes online based on your individual requirements. Enter your mobile number and email a at checkout to receive an SMS notification after your order has been dispatched. Simply follow the link provided and choose from a range of options such as:
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:
GULF COOPERATION COUNCIL COUNTRIES
DHL carry our deliveries to Gulf Cooperation Council destinations, you'll receive a tracking number once your order leaves our distribution centre for use on the DHL website.
DHL deliver to PO Box addresses in the Gulf Cooperation Council countries. It is essential for successful delivery that a valid contact name and consignee telephone number is provided.
Please contact your local customs office for information regarding current tax rates.
A copy of the following documents must be provided to DHL when shipments arrive to the following destinations: (a) Saudi Arabia - Saudi National ID or valid resident permit (Iqama), (b) Bahrain - Civil Population Registration (CPR or ID Card) (c) Qatar - Qatar Identification Number (QID)
CHINA
In line with the required customs clearance procedure you will be charged VAT, DUTY and a Brokerage Fee. These charges vary across each gateway and VAT/DUTY are calculated based on the type of goods and value of goods and cost of transportation.
Please note smaller orders of lesser value may incur lower VAT and DUTY charges. Business to customer (B2C) orders over ￡100/$147 needs to be received via brokerage agency and are subject to formal customs clearance fees. DHL will undertake all customs clearance procedures on behalf of the customer and facilitate appointing an export broker. As the importer of record you may need to provide identification and order details to DHL in order to receive your order.
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.
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.
AMERICAS
For shipments to America from our UK or EU websites, please note that we ship on a DDU basis. In line with the increase in Duty Free Allowance, orders under the new $800 threshold will not be subject to tax and customs.
Orders to Canada will be subject to relevant tax and custom fees for orders over $CAD20. Contact your local customs office for further details.
To ship to South America and Mexico please visit us.allsaints.com where you can take advantage of regional shipping options and pay in USD($). For orders to Mexico if your order contains footwear, you must hire a licensed broker to clear customs.
TURKEY
No duty will be charged for orders under €75. Our courier will contact you for this information once your order arrives in Turkey.
Please note there are shipping restrictions on furs. Contact your local customs office for further details. High value parcels may be delayed for additional checks at customs. For orders over €75, you will be asked to provide one of the below:
ISRAEL
All Israeli postcodes must now be seven digits. To avoid any possible delays, make sure your postcode is entered correctly when placing your order. Check your postcode.
DELIVERY TO PO BOX:
DHL deliver to PO Boxes in the following countries: 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.
DELIVERY TO BFPO:
DPD will ship BFPO orders to RAF Northolt for distribution within the internal network which may be subject to delays. Please be sure to include your full name and personnel information at checkout.
UK ORDERS:
For your security DPD do not currently deliver to PO Boxes, Amazon Lockers, or Packstations. Please click to download YourDPD App in order to set your own personal delivery preferences.
INTERNATIONAL ORDERS:
You’ll receive an SMS and email notification after your order has been dispatched, follow the link provided and choose from a range of flexible delivery options.
FOR DELIVERIES WITHIN THE EU:
We operate on a 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.
DELIVERIES OUTSIDE THE EU (including the Channel Islands, excluding 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. UK VAT will not be charged for international orders.
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:
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.
TAX FREE SHOPPING:
Tax Free Shopping is only available on purchases made in standalone AllSaints stores in the UK and EU, please ask in store for details. Indirect taxes (including VAT) charged on online purchases cannot be refunded.
Once you enter your shipping address at checkout, we will present the delivery services available to you based on your location.
EXCLUSIONS
UK NEXT BUSINESS DAY, SATURDAY & SUNDAY SERVICES:
Delivery to these post codes may take 2-4 business days. AB31 - AB35, AB36 - AB38, AB41 - AB54, AB55 - AB56, BT1-94 (Sunday service), FK17 - FK21, G83-G84, GY9, HS1 - HS9, IM, IV, JE, KA27, KA28, KW0 - KW14, KW15 - KW17, PA20, PA78, PH15 - PH18, PH19 - PH29, PH32 - PH33, PH45 - PH48, PH30 - PH31, PH34 - PH44, PH49 - PH99, TR21-25, ZE, BFPO.
UK MORNING SERVICES:
Delivery to these post codes may take 2-4 business days: AB10 - AB16, AB21 - AB30, AB31 - AB35, AB36 - AB38, AB41 - AB54, AB55 - AB56, BT1-94 (10.30am service) BT11-94 (12noon service), DD1 - DD9, FK17 - FK21, G83 - G84 , GY9, HS1 - HS9, IM, IV, JE, KA27, KA28, KW0 - KW14, KW15 - KW17, KY8 - KY10, KY14 - KY16 PA20, PA78, PH1 - PH14, PH15 - PH18, PH19 - PH29, PH32 - PH33, PH45 - PH48, PH30 - PH31, PH34 - PH44, PH49 - PH99, TR21-25, ZE, BFPO.
Next Business Day Morning services: The below Scottish postcodes will be delivered 30 minutes later: DG1 - DG9 , EH1 - EH99, FK1 - FK16, G1 - G82, KA1 - KA30, KY1 - KY7 1, KY11 - KY13, KY99, ML1 - ML12, PA1 - PA19, TD1 - TD 15
STORE SOURCED ITEMS:
Store sourced Items will be delivered separately within 3-5 working days, including Amazon and Amazon Prime orders. Please allow an additional 4 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.
Delivery from our distribution centre will be under the service you selected.
RESTRICTIONS
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.
DHL RESTRICTIONS:
DHL are unable to ship to the following locations: Ascension, Bouvet Island, British Indian Ocean Territory, French Southern Territories, Heard & Mcdonald Islands, Johnston Island, Midway Island, Pitcairn, Saint Pierre & Miquelon, Tajikistan, Tristan Da Cunha, Wake Island, Western Sahara.
DELIVERY TO PO BOX:
DHL deliver to PO Boxes in the following countries only: 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.
DELIVERY TO BELARUS:
Please note for orders delivered to Belarus, we can, deliver to Minsk airport only.
RETURNS & EXCHANGES
We have extended our returns policy to 90 days in recognition of the fact that some customers may find it harder to return their goods.
Please note returns, refunds and exchanges may take up to 3 weeks to process.
RETURN IN STORE
FRAGRANCE RETURNS
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.
CANCELLATION
Alternatively, if you are a UK or European customer, you may cancel your order and return any item to us in accordance with the Consumer Contracts Regulations 2013. Please see our Terms and Conditions for further details.
We have extended our refund policy to 90 days in recognition of the fact that some customers may find it harder to return their goods.
REFUNDS:
EXCHANGES:
CONCESSIONS AND PHYSICAL OUTLET STORES:
Your statutory rights are not affected.
We have extended our refund policy to 90 days in recognition of the fact that some customers may find it harder to return their goods. Please note returns, refunds and exchanges may take up to 3 weeks to process.
Return your online order to our Distribution Centre within 90 days of receiving your order for a full refund. Exchange or receive a gift card within 90 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, Unit 6, New Hythe Business Park, Bellingham Way, Larkfield, Aylesford, ME20 6SQ, United Kingdom
RETURN TO DISTRIBUTION CENTRE:
UK RETURNS:
INTERNATIONAL RETURNS:
RETURN TO STORE:
To return jewellery 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.
UK ORDERS:
EUROPE AND INTERNATIONAL ORDERS:
DELIVERY COSTS REFUND:
ORDERS DELIVERED WITHIN THE EU:
If your order has been sent to a destination within the EU, all sales taxes will be refunded.
ORDERS DELIVERED OUTSIDE THE EU (OTHER THAN AUSTRALIA):
If your order has been sent to a destination outside the EU, 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.
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.
The Consumer Contracts Regulations are in place to protect your rights. You have 14 days from the date you receive your order to cancel it.
Email us at ask@allsaints.com with your name and order number and we’ll take it from there.
For further details on how to cancel your order and return an item to us in accordance with the consumer contracts regulations 2013, please see clause 8 of our Terms and Conditions for further details.
WEBSITE ACCESSIBILITY
STATEMENT
AllSaints Retail Limited (“ALLSAINTS”, “we” or “our”) are committed to inclusion and accessibility. We work hard to make sure everyone is welcome and put great emphasis on celebrating diversity and ensuring we are an inclusive place to work and shop. We continue to take steps to improve our accessibility and accommodate our customers needs. We strongly encourage vendors of third-party digital content to provide content that is accessible and user friendly, however this is something we cannot control.
Please contact Customer Experience if you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that requires improvement. Please state “Disabled Access” in the subject line and provide a description of your feedback. This will help us identify usability issues and discover new solutions to further improve the accessibility of our site.
KLARNA
Klarna is available on the AllSaints UK, US and DE websites. The offering differs slightly by region based on eligibility, please see below:
If you are eligible, the option will be presented to you at checkout. Your purchase must meet the requirements below:
This could be due to a number of factors including: billing address details being outside of the UK, US and DE, cardholder details, value of the order being above or below the threshold or previous order history.
Please note that Klarna will not be available on the Digital Store Ordering system in store, on our Customer Experience phone order system or the AllSaints App.
Please note that for security reasons you may be required to enter a valid phone number and a 6 digit verification code by Klarna during your checkout. The 6 digit authorisation code will be sent you by Klarna by SMS to verify your details. If you experience any issues with this, please contact the Klarna Customer Service team who are available 24/7 across phone and chat.
If you have any trouble placing an order with Klarna, it could be due to one of the following reasons:
Klarna will handle your personal information in accordance with the information in and . For additional questions or details around these FAQs, or for inquiries about your payment or account, please reach out to Klarna Customer Service team, or visit your Klarna app.
You may amend 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. Once received at our distribution centre, your return will be processed and payment returned to you via your original payment method. We are unable to change your delivery address once your order has been placed.
No, online orders paid for using Klarna cannot be refunded or exchanged in store, please return to our distribution centre for a refund to your original payment method.
No, we are unable to refund Klarna orders to a gift card. You will be refunded via your original payment method within 28 days.