Delivery and Returns

We offer FREE global shipping and FREE returns on all orders with a value over £200/€200/$200 (or equivalent in your local currency).

US Tariff Update. All US import tariffs are included in the prices shown. There are no further amounts to pay either at checkout or upon receipt of your order.

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 UPS or DHL depending on the region.  You will be notified by email of your tracking number which allows you to track your shipment through the relevant website.

The following table shows shipping costs where an order is under the free shipping threshold and estimated delivery times. Please note, higher rates are applicable for the Weekend Bag due to the size of the shipping carton (prices are shown when selecting this item). There is also an express delivery option for both the UK and EU, the cost of which is also shown below.

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

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, USA, Switzerland, Norway, Serbia, Canada, Mexico, Japan, China, Hong Kong, Taiwan, Republic of Korea, Australia, New Zealand, Singapore, Malaysia, Philippines, Indonesia, Saudi Arabia, Qatar and UAE.

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.

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

All shipments will require a signature upon receipt. Please kindly note that should you waive this requirement with the courier or request them to leave the package outside or with a third party, we cannot be held responsible for any lost packages.

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. If there was any cost of shipping associated with the purchase, this is not refundable.

For all orders with a value over £200/€200/$200 (or equivalent in your local currency), returns may be made free of charge.

For orders under the above value threshold, 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. If you would like our assistance in making a return, please contact Customer Service at customerservice@stowlondon.co.uk and we can provide you with a quote to handle the return.

Making a free return

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 or UPS 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 or UPS.
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.

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.