What payment methods can I use?

STOW accepts payment via Amex, Visa and Mastercard debit and credit cards, PayPal, Apple Play, Google Pay and Shop Pay.

When is my payment taken?

Payment is charged at the point your order is placed.

Do you charge VAT?

For all orders to the UK and EU, VAT is included in the total cost of your order.

Will my order be subject to customs and duties charges?

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, Mexico, Japan, China, Republic of Korea, Australia, New Zealand, Singapore, Malaysia, Philippines, Indonesia and UAE.

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.

You can add a wonderful personal touch with our personalisation service. Our designs can be made bespoke by our in house embosser using fine gold or plain letter stamps, adding an elegant accent, especially when purchasing as a luxury gift. 

Most of our products can be personalised but please see the relevant product page which will clearly state if personalisation is an option.

Our personalisation cost allows for up to three initials. 

We apologise in advance but we no longer provide gift boxes or gift wrapping. More purpose, less waste, focusing on what is important and removing what is not.

We do however include a beautiful STOW dust bag with all orders. Like all STOW products, these are made in Spain and designed to be useful. Great for packing clothes when you travel or for running a quick errand. Made in a plush BCI-certified natural cotton, they have a beautiful, blind embossed leather patch stitched on the front which is taken from leftover production leather. Smart, beautiful, less waste.

Everything else in our packaging can be recycled as per instructions in the shipping box. For all shipments made with DHL we will always select their carbon neutral “Go Green” option at our cost. You will be notified by email of your tracking number which allows you to track your shipment through the DHL website.

We offer a repair and refresh service. 

Please contact us at customerservice@stowlondon.co.uk for a quote. 

Typically most repair work due to wear and tear will be done at no cost beyond that of shipping the product to us and arranging for the cost of its return. If you desire a more comprehensive product refresh, then we may quote a time and cost for the work involved.  Please email us to discuss.

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.

The wonderful leather used in STOW products is highly durable but is a natural material. Permanent stains, discolourations and other damage can develop with use if not cared for, cleaned or stored properly. We give some guidance below depending on the type of leather used to make your STOW accessory.

Calfskin leather (Smooth or Pebbled)

To remove any dirt, wipe gently with a dry, lint-free cloth. If there are stains, first try removing them with a damp cotton washcloth. Gentle formula wet wipes can also be effective. Dab at the stain with the water and allow to air dry. If the stain persists, combine a small amount of mild soap with water and dab at the stain until it’s gone. Do not rub too hard. Next, use a new damp cloth and again dab at the leather to rinse out the soapy water.

You can further protect your product by applying a cream or spray leather protectant, formulated for use on calfskin leather. If you use a cream, dampen the corner of a washcloth and apply a thin layer. If using a spray, apply evenly. Follow the manufacturer’s directions and allow to dry before storing. Do not use on the inner suede or faux suede material.

Suede

Suede is a much more complex leather to care for than our calfskin. As with any suede product, whether shoes, clothing or bags, the surface is much more prone to picking up dirt and stains given the brushed nature of the article. Given this composition, you cannot use water and the most appropriate tool is a special suede brush. Consistent, persistent and gentle brushing in the direction away from you, is the best course of action.

For very stubborn stains you can try vinegar or alcohol applied directly onto a cloth for gentle rubbing, but you must try this first on a small less noticeable area. The best policy is prevention using a specific suede leather spray before wearing. Regardless of the leather type, store in a cool, dry place. Our luxury branded dust bags are ideal to both store and protect your product.

Vegetable tanned leather

This leather is a very natural material and accordingly will show more wear and tear. However because it is so natural, just like our skin, it will also "heal" and protect itself when properly cared for. Good care is all about nourishing and conditioning. We recommend buying a cream made specifically for vegetable-tanned leathers; there are many such products available on-line. When you decide on a particular cream make sure to follow the instructions recommended by the manufacturer. Bear in mind this leather will likely darken when applying any cream or oils.