Delivery and Returns

In line with our commitment to year-round fair prices, we operate an equitable shipping policy. We offer free shipping for orders over a certain amount going to specific regions and we charge a small amount towards the cost of shipping in other instances.

We aim to ship all orders the next working day following your purchase. Please allow an additional 3-5 days for items with personalisation. There may be a slight delay during busy seasonal periods. 

All shipments are made with DHL (except the economy service we offer in the UK only) and we will always select their carbon neutral “Go Green” option. You will be notified by email of your tracking number which allows you to track your shipment through the DHL website.

For clients in the UK, there is the possibility to select an economy service with Fedex. Please allow 4-5 working days from date of shipping.

Shipping costs and estimated delivery times are provided in the table below. Please note, higher rates are applicable for the Weekend Bag due to size of shipping carton (prices shown when selecting this item).

Country	Estimated Delivery Time	Cost
UK (DHL) UK (Fedex Economy)	1-2 working days 4-5 working days	£15 £7.50 (FREE over £200)
USA	2-3 working days	$25
EU	1-2 working days	€15
Switzerland, Norway	1-2 working days	€25
Canada	2-3 working days	€25
Japan	3-4 working days	€30
China, Hong Kong	3-4 working days	€30
Republic of Korea	3-4 working days	€30
Australia, New Zealand	3-4 working days	€30
Singapore, Malaysia, Philippines, Indonesia	3-4 working days	€30
UAE	3-4 working days	€30
Rest of World	4-5 working days	Calculated at checkout

The above cost is to cover shipping only. Additional amounts may be due at checkout depending on the country of delivery.

We ship orders DDP (Delivery Duty Paid) to most of our markets which means all relevant shipping and customs charges will be included in your total cost at check out. Your package will arrive direct to your address with no additional payment required. 

STOW DDP markets include: UK, EU, US, Switzerland, Norway, Serbia, Canada, Japan, China, Republic of Korea, Australia, New Zealand, Singapore, Malaysia, Philippines, Indonesia and UAE.

For all orders to the UK and EU, VAT is included in the total cost of your order before shipping costs are added.

If you are ordering from the US market there are no customs applicable if your order value is less than $800 USD. For orders over this amount, relevant customs charges will be included in your total cost at checkout in line with our DDP policy above.

Orders to all other destinations unfortunately cannot be sent DDP and customers will be liable for any duties, customs or local taxes due upon receipt. Rules vary by country and are determined by your local government. STOW will not be liable for this charge. STOW is not responsible for delays caused by customs clearance.

Returns

Return and Exchange Terms and Conditions

Items that are in a new and saleable condition with all original paperwork and packaging may be returned for an exchange or refund within 14 days of receipt. We regret that we are unable to accept returned products if we have not been notified within this time frame. In the case of a refund, only the cost of the product will be refunded. The original cost of shipping associated with the purchase is not refundable.

Returns are the responsibility of the purchaser (unless the item is faulty), including covering the cost of the return shipment and any duties or customs the package may incur.

Using our shipping service to make a return

We strongly advise our customers to use our shipping service to avoid problems with insurance and customs duties.

The cost of this shipping service is fixed for certain regions as follows:

(for all products excluding Weekend Bag which is POA)

UK: £30
USA: $35
EU: €30

Switzerland, Norway, Canada,
Japan, China, Republic of Korea, Australia, New Zealand, Singapore and UAE: €50

For any other regions please contact us at customerservice@stowlondon.co.uk for cost.

If you use our service, you agree that the above amount will be deducted from the amount we will refund to you.

To use our returns shipping service, please following these instructions:

1. Please send an email to customerservice@stowlondon.co.uk, within 14 days of receipt, informing us that you would like to return your product(s).
2. We will then send a pre-paid DHL label that you will need to stick on the box.
3. Package the item carefully and securely, avoiding any damage that could make the item unsaleable (and therefore, not eligible for refund or exchange). Arrange pick up or drop the box off with DHL.
4. Once your item has arrived back with our Customer Services department and is inspected and approved, we will refund your original payment method within 7 working days discounting the above mentioned cost of our returns shipping service.

Making a return without using our shipping service

1. Please send an email to customerservice@stowlondon.co.uk, within 14 days of receipt, informing us that you would like to return your product(s).
2. Package the item carefully and securely, avoiding any damage that could make the item unsaleable (and therefore, not eligible for refund or exchange). We recommend that all items are returned to us via a tracked and insured service as STOW cannot be held liable for any returned items that fail to arrive, arrive damaged in transit, are misdirected, lost, or arrive late. Please send your returns to:

Attn: STOW Customer Service, Calle Beato Diego 6, Ubrique, 11600, Spain.

If you are returning an item from anywhere outside the EU then you must mark the parcels as 'Returned Goods', or you, the customer, will be liable for any accrued customs charges or VAT which STOW reserves the right to deduct from any refund owed to the customer if a parcel is shipped incorrectly.
3. Once your item has arrived back with our Customer Services department and is inspected and approved, we will refund your original payment method within 7 working days.

Cancellations

If you would like to cancel an order or pre-order before the item has been shipped, please send an email to customerservice@stowlondon.co.uk. Upon cancellation we will refund the full amount of your purchase less 3.5% which is to cover the average transaction cost we are levied by our store service provider Shopify.

Further information

In the event that an item purchased directly from the STOW website is found to be faulty within a period of six months, STOW reserves the right to repair, replace or refund the item at no additional cost to the customer.

Goods that are returned outside of the above stated returns period and/or are damaged or sent without the original documentation will not be accepted and will be returned to the customer.

We are only able to process refunds to the original payment method and we cannot guarantee the timescale in which the refund will take to show in your account once it has left us.