FAQ
SHOPPING & PLACING AN ORDER
To help you get the most out of your online experience, we’ve put together a quick guide on how to shop and place an order:
- Be inspired browsing our latest collections, curated edits and shoppable editorial features. Already have something in mind? Head over to our magnifying glass search icon.
- Add your favourites to your shopping bag and sign into your account to checkout, alternatively you can checkout as a guest.
- Not ready to check out just yet? No problem, simply create a wish list you can come back to at a convenient time (for more details see point 2 below).
- At checkout, enter your delivery and billing details, then select your payment method.
- To redeem a promo code, simply enter at the checkout, click “APPLY” and the discount will be applied.
- Final steps - review your order details and click “Place Order” to complete your purchase. You’ll receive email confirmation of your order soon after.
- Please note, because we’re working hard to get your order to you as quickly as possible, we’re unable to guarantee cancellations or amendments once orders are confirmed.
- For a faster and easier shopping experience straight from your phone, you can also shop on the AllSaints App - head over to our AllSaints App page to learn more.
A few helpful tips:
- Check you’re using the latest version of your operating system e.g. Chrome, Linux, macOS, Windows.
- If you’re having trouble, don’t worry - clear your cookies and close your browser; then reopen it and visit our site again or try an incognito/private window.
- If the problem persists we can pass you over to a human!
ALLSAINTS ACCOUNT & GUEST CHECKOUT
We’ve made placing and tracking your order as easy as possible - all you need is an email address.
With a few different options, you can choose the best checkout method for you - checkout as a Guest, use Apple Pay or log in to your AllSaints account for a faster experience - here you can view your order history, payment details, saved addresses, and wishlist.
Forgot your password? No worries, just click “Forgot your password?” to reset it. Passwords should be to at least 11 characters, made up of 1 capital letter, 1 number, and 1 special character. Remember to keep it safe.
Browsing the whole website? Add your favourite items to your wishlist by clicking the heart icon. If you’re signed in, your wishlist will be saved permanently. You’ll be able to share your wishlist with others too.
Just so you know - if you want to use a new email address you’ll need to set up a new account or use Guest checkout.
PAYMENTS
To make your shopping experience as enjoyable as possible we accept all major payment methods, including: Apple Pay, Amazon Payments, American Express, Klarna, Maestro, Mastercard, PayPal, Prepaid Visa Cards, Visa, Visa Deferred Debit and AllSaints Gift Cards. We trade in GBP (£)
A few things to note:
- Payments are pre-authorised at the time of placing an order.
- Payment is taken when your order has been shipped, except PayPal - please see their T&Cs for more information.
- If your payment is declined, don’t worry, just contact your card issuer for support or you can use an alternative payment method.
- If you have accidentally checked out with the incorrect payment method, simply cancel your order then place it again using your preferred payment method.
- And finally, please remember that tax charged on purchases made online cannot be recovered through the VAT Retail Export Scheme.
KLARNA
Great news - Klarna lets you shop now and pay later, giving you up to 30 days to pay once your order has been dispatched, or you can split the cost of larger purchases into three equal payments. It’s perfect if you’d like to try before you buy. Click here for more information.
See below threshold requirements:
- UK Pay Later: between £0.01 and £2,250
- UK Pay in 3: between £35 and £2,250
If you qualify for Klarna payment, you'll spot the option clearly at checkout.
If you don't see the Klarna option at checkout,. it could also be due to your billing address being outside the UK, incorrect cardholder details, order value not meeting threshold requirements, or your previous order history.
If you’re in-store or using the AllSaints App, please note Klarna will not be available.
6-digit authentication code: For added security, Klarna will request your phone number and may send a 6-digit verification code via SMS during checkout.
If you have any trouble placing an order with Klarna, we recommend choosing another type of payment or placing an order for a smaller amount, and ensure all required fields are completed.
Klarna is a separate payment company and AllSaints cannot control payment acceptance.
Split payment refunds: For purchases paid with an AllSaints gift card and Klarna, the gift card is refunded first. The remaining Klarna payment is refunded to the original method. Bear in mind, Klarna refunds take 3-5 business days to process - you can easily keep track of this through the Klarna App.
Privacy: Please see Klarna's privacy notice and Klarna's terms and conditions for more information.
For more support Klarna's Customer Service is available 24/7 to assist, or you can contact AllSaints Customer Experience for help with your order, tracking, returns, cancellation, product info and much more.
GIFT CARDS & GIFTING
Our AllSaints gift cards make the perfect gift for anyone and any occasion - they’re available between the values of: £20 up to £2000 and can be redeemed online, in stores and Outlets that trade in the same currency as your gift card. Exclusions apply, please see T&C’s for more details.
To check your gift card balance click here.
To pay using a gift card online:
- Simply enter your gift card number and PIN at checkout and click "Apply" to redeem it - you can use up to 3 gift cards per transaction.
- Take care entering your PIN - 3 incorrect attempts will freeze the card for 8 hours.
Purchase a gift card:
- Buying a gift card is easy - at the basket page, select the value and add it to the basket.
- Once you’re done, leave it to us - we’ll post your Gift Card, in a special branded gift box, card holder and envelope, to your chosen address with a secure tracked shipping service.
Gift card refunds:
Please make sure you keep hold of your gift card in case you wish to make a return. If you no longer have the gift card contact Customer Experience and we’ll be happy to help.
- If you paid with multiple gift cards: you will be refunded to the first gift card you entered at checkout.
- If you split your payment between a gift card and personal card, the funds are first returned to your gift card and then to the payment card as outlined in the Terms and Conditions.
Gifting: We're constantly looking to enhance your gifting experience. Whilst we currently don't have gift wrapping, messaging, or virtual gift cards available just yet, we're working on it. Keep an eye out…
ORDER AMENDMENTS
Because we’re working hard to get your order to you as quickly as possible, we’re unable to guarantee order cancellations or amendments after orders are confirmed. You can use our delivery partner’s in-flight delivery preferences, My DPD, to request address and date changes whilst your parcel is in transit if you need to. For more help please contact Customer Experience.
OUR STORES & STORE RETURNS POLICY
We're proud to have more than 250 AllSaints stores, across 27 countries. Whether you need advice on styling, stock availability, help with ordering online, or want to explore our latest collections, our teams have got you covered.
Finding your nearest store is easy using our Store Locator - you can also check opening times and contact details. Give our store teams a quick call and they'll happily check if an item is available in store for you, or support with anything else you need.
Store Returns Policy
Refunds
- We hope you love your items, but should you need to return anything purchased at an AllSaints store, please bring your receipt for a refund to your original form of payment to a store that trades in the same currency. Return your items unworn/unused and in the same condition you received them, with the original packaging, all tags and labels attached. Return your item(s) within 28 days - please note items purchased in store cannot be returned by post.
Exchanges
- To exchange anything purchased at an AllSaints store (excluding Outlets and concessions), please visit an AllSaints store that trades in the same currency. Bring your receipt to exchange your items for another item or a gift card. Return your items unworn/unused and in the same condition you received them with the original packaging, all tags and labels attached. Please return your item(s) within 28 days.
- Online orders placed using Klarna can be returned to an AllSaints store for a refund to the original form of payment or for an exchange, and cannot be refunded on to a gift card.
Concession And Physical Outlet Stores
- Items purchased in department store concessions must be exchanged in accordance with the department store’s own policy.
- Items purchased in our Outlet stores can be exchanged for another item or a gift card within 28 days of purchase - please note our Outlet stores do not offer refunds, unless the product is faulty.
- Concessions and physical Outlet stores are unable to accept exchanges on online orders and purchases from AllSaints stores.
- Unfortunately we currently do not offer a Click & Collect service, however this is something we are working towards. In the meantime, please use our shipping partner in-flight options to select alternative pickup locations, where applicable.
PRODUCT
- Care Guide: To make the most of your new items, we advise you to follow the care label and washing instructions. Please see our Care Guide for more information.
- Size and fit: Unsure of your size? Refer to our Size Guide for all fit information - for further support, our Customer Experience is on hand to offer advice.
- Out of stock items: If your size is out of stock please register your interest on the product page and you’ll be contacted via email if the item is back in stock. To check your local store availability, please contact the store directly using our store locator.
- Store-sourced items are fulfilled from our stores when unavailable at our Distribution Centre - this will be clearly indicated at the checkout process on our website. Store-sourced items are delivered separately within 3-5 business days and are not eligible for premium delivery services. Shipping times may vary during busy promotional periods.
- Transferring items between stores: We currently do not provide store-to-store transfers. However, if the item you're looking for isn't available at your local store, you can easily place an online order and have it delivered straight to your doorstep. Alternatively, you can also check the availability of the item with our concession partners.
- Authenticity: We cannot guarantee the authenticity or quality of AllSaints items sold on eBay, auction websites, or discount websites. We only offer support for products purchased directly from our stores, websites and concession partners.
- Without the original receipt, we can offer a refund to a gift card for the last selling price if the item has a manufacturing fault.
- If you no longer have the receipt, we may still locate your transaction through our system if you can provide the date, time, and store name to assist us in this process.
- If the item is not deemed as faulty or has been misused or not cared for correctly, it will be returned to you.
- Let us know your preferred solution, and rest assured that we are dedicated to resolving this matter as quickly as we can for you.
- Watches: see below details regarding our watch collection, from product features, to warranty information. 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.
Returns and exchanges
AllSaints watches fall under our online and in store returns policy. Exchanges are no longer available for online orders.
Origin
Our AllSaints watch parts are made in Switzerland and assembled in Thailand and China.
Packaging
Our AllSaints watches are packaged in a signature black branded watch box with the warranty details enclosed.
Instructions
Full instructions on how to set your watch are available for all watch models.
Care
Clean the watch with a soft cloth and water only.
Do not submerge the watch under water.
Metal bracelets should be cleaned periodically with a soft brush dipped in mild soapy water and dried thoroughly with a soft cloth.
If in contact with saltwater, rinse the watch under tap water and wipe dry with a soft cloth.
Avoid saunas, showers or baths as hot water may compromise its water resistance.
Avoid extreme heat, extreme cold, direct contact with perfume or cologne and prolonged direct sunlight, as these conditions can damage the product.
For more information, please see the full care guide here.
Watch warranty & repairs
Your AllSaints watch is warranted by AllSaints under the terms and conditions of this warranty for 2 years post date of purchase. Any components (excluding battery, leather or metal strap and/or buckle) found to be defective as a result of a manufacturing defect will be, at the discretion of AllSaints, repaired or replaced free of charge. After the warranty period, any services or repairs will be subject to a service charge.
Warranty on watch purchases does not cover:
- general wear and tear;
- the battery, leather or metal strap and/or buckle;
- negligence, loss, theft or accidents;
- negligent or improper handling of the watch, crystal and crown;
- water damage if watch is not marked as water resistant or has been opened by an unauthorised service centre
- any watch without a valid proof of purchase;
- any claims on the watch if it has been serviced other than at an authorised service centres;
- indirect or consequential damage resulting from any defect, inaccuracy or inoperativeness of the watch; and/or
- other factors not due to defects in workmanship.
Please note:
- If a valid warranty claim is made, the watch will be replaced or repaired at AllSaints' discretion.
- In case of replacement, AllSaints cannot guarantee that the same watch model will be received. If the model is unavailable, a watch of equal value or similar style will be provided.
- The warranty for the replacement watch ends two years from the date the replacement watch is received.
- Proof of purchase is required to make a claim under this warranty.
- If a claim is made under this warranty, the customer will be required to cover the cost of sending the watch back to the relevant service centre.
- For service or repairs not covered under this warranty, the service centre may process the request and the customer may be charged for the work required.
Making a claim under warranty
In order to make a claim under your AllSaints warranty, please email AllSaints Customer Experience. We will assess the request and where necessary notify the relevant regional service centre of your request and advise you on how to return to your Watch.
Please note that we do not have the facilities in our AllSaints stores to repair watches or remove links. Please include the below details in the email to Customer Experience so we can support.
Name
Address
Postcode/ Zip Code
Phone number
Email address
Confirm your Region: UK, USA, CANADA, EUROPE
Watch Style Number #
Order Number or Receipt Number #
Description of the Issue
Additional straps or metal bracelets
We do not sell additional AllSaints watch straps or bracelets. You can select alternative straps of your choice that fit our universal measurement and spring bars.
If you wish to change your watch strap or bracelet, please note that you will need to source the replacement yourself and cover the cost of fitting at a service centre of your choice.
Allergies
AllSaints watches follow all international standards and are safe for those with a nickel allergy.
Battery
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.
Chrono second hands
A chronograph watch is used to measure time, which can be started, stopped and returned to zero by pressing the pusher buttons. The long centre 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 stop. This hand does not run automatically like a second hand.
Daylight savings
You will need to update the time on your watch twice a year to account for Daylight Savings.
Link changes
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.
GMT movement
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 bezel.
Magnetic field
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 removed from magnetic fields.
Not working
Please check that the crown is pushed in. This is how the watch receives the power supply from the battery.
Power saving
In order to extend the battery life of your watch when it’s not in use, gently pull the movement 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.
Repair in store
We do not have the facilities in our AllSaints stores to repair watches or remove links.
Waterproof
Our watches are not waterproof, however they are designed with a minimum water resistance rating of 5ATM (100ft/50m).