FAQs

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, Canada, Japan, China, Republic of Korea, Australia, New Zealand, Singapore 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.

We apologise in advance but we no longer provide gift boxes or gift wrapping. This all forms part of what we call Being Good. 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. 

All shipments are made with DHL and 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.

As part of our 3R’s initiative, 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.

Please send an email to customerservice@stowlondon.co.uk informing us that you are returning your product/s and why, quoting your full name and original order number (this can be found on your order confirmation email).

Package the item carefully and securely, avoiding any damage that could make the item unsaleable (and therefore, not eligible for refund or exchange). Make sure that the original order documentation is included in the package so that we have your full name, address and contact details to hand.

Send the parcel via a tracked and insured service, retaining proof of posting for your reference. 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.

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 (excluding shipping charges).

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 if they arrive back at our returns department within 30 days of the original delivery date. Sale items that are in a new and saleable condition with all original paperwork and packaging may be returned for an exchange or refund if they arrive back at our returns department within 14 days of the original delivery date. We regret that we are unable to accept returned products if they reach us once these deadlines have passed. This does not affect your statutory rights.

Returns/exchanges 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. 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.

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.

If you received an item as a gift that you would like to return, you are entitled to a merchandise exchange or credit note. Gift exchanges will only be offered at the current RSP and for products that are in a resale-able condition in original packaging. We regret that we cannot offer exchanges on discontinued lines and personalised items. Credit notes must be used within 12 months from the date of issue.

STOW 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.