COVID-19
THE STEPS WE’RE TAKING TO LOOK AFTER OUR PEOPLE AND CUSTOMERS
The well-being and safety of our people and our customers is of paramount importance to us, and we are doing everything that we can to play our part in helping to mitigate the spread of Covid-19. We are of course following advice from the governments and public health authorities in the countries in which we operate across the world, which in some cases entails shop and office closures. Our priority is to look after our teams and customers as best we can in these scenarios. We are working with each individual team member to come up with an option that gives them the best level of financial protection possible.
We have also launched an extensive range of our own operational procedures and precautions in order to help limit the spread of COVID-19 and keep our people and our customers safe.
Our amazing teams around the world are working tirelessly to make sure that our business continues to run as efficiently and resiliently as possible during these exceptionally challenging times. Our overriding objective is to look after our teams, and our teams’ overriding objective is to be here for our customers.
Our brand is built on an unwavering commitment to providing our customers with an outstanding level of quality and service. In this period of uncertainty, one of the absolute certainties for us is that we will continue to focus on maintaining that high standard to the best of our abilities.
In addition to the precautions that we are taking in our stores, we have extended our returns policy to 60 days in recognition of the fact that some customers may find it harder to return their goods. Please note returns, refunds and exchanges may take up to 3 weeks to process. We will continue to provide updates on delivery options and timelines for online orders, and all of our delivery partners are of course following strict government guidelines for the safe and secure delivery of orders. Please note deliveries will take longer and may be subject to delays. Pick up shop delivery options and other collection points will be available in line with government guidelines.
Inevitably, certain elements of our operations may not be as smooth and seamless as they are normally given the exceptional circumstances under which we are operating, so we would like to thank our customers in advance for their patience and understanding.
Please see our Customer Experience revised hours of service: 9 AM -11 PM GMT 7 days per week with reduced hours over public holidays. You can send an email to ask@allsaints.com and we’ll get back to you as soon as possible. We may have limited phone service available as we work remotely and do not currently offer a phone order service.
Since the very start of the COVID-19 outbreak, our number one priority has been the well-being and safety of our people and our customers. We’ve been doing everything that we can to play our part in helping to mitigate the spread of the virus, and have been working hard to ensure that AllSaints emerges from this period stronger and more resilient than ever before.
We’re delighted to be welcoming customers back into our stores around the world as and when lockdown measure start to ease. As always, we’re keeping our online store locator updated as to which of our stores are open. However, we’re determined to do so sensibly and cautiously in order to be absolutely certain that we can provide both our customers and our people with a completely safe environment in which to shop and work.
With that in mind, we’ve put in place an extensive range of precautionary measures in all of our stores, and all of our teams have received in-depth training on social distancing protocols and other health and safety initiatives. We’re rigorously testing each and every store before taking the decision to re-open them, and are constantly monitoring them to make any changes or enhancements that may be required.
The measures that we’ve implemented include:
Please be assured that our amazing teams around the world are working tirelessly to look after our customers, and are doing everything that they can to provide the safest possible experience of shopping with AllSaints.
As in our stores, we have implemented enhanced hygiene protocols and are providing regular briefings to ensure that all of our teams are aware of the new measures. In addition, we are now running separated shifts with no overlap in order to minimise the number of employees onsite at any one time. In our offices, we are encouraging remote working wherever possible and are in daily communication with our teams to ensure that they are receiving all the support from us that they require.
ACTIONS NOT WORDS
At AllSaints we do not tolerate racial prejudice in any form. We want to make public the actions we've taken so far:
POPULAR QUESTIONS
If you buy an item in an AllSaints standalone store or online at www.allsaints.com, and we reduce that item in price within 28 days from the date of purchase, we will refund you the difference via your original form of payment. Please note that all Outlet products bought online or in store are excluded from our price match policy and are not eligible for a price match refund. This applies to both Outlet products sold online or in store.
The following conditions and exclusions apply:
To receive a price adjustment via your original form of payment within 28 days of purchase, please contact Customer Experience via email at ask@allsaints.com with your order number and the product name. AllSaints may withdraw this offer at any time at its sole discretion.
Please visit any AllSaints standalone stores within 28 days from the date of purchase, excluding outlet and department store concessions, to request a price match via your original form of payment with your original receipt. In the event of store closure due to COVID 19 restrictions this may be extended. Please note that our Customer Experience team are not able to process price match refunds for in-store purchases. AllSaints may withdraw this offer at any time at its sole discretion.
Our refund and exchange policy has been udpated to 60 days due to COVID 19 which will cover the holiday period. This includes all sale, promotion and outlet purchases. You can return an online order or mainline store purchase for a refund via the original form or payment with the original receipt within 60 days. Purchases without a receipt and Outlet store purchases are exchange only.
Please note returns, refunds and exchanges may take up to 3 weeks to process.
Return your online order to any mainline store that trades in the same currency for a refund, via the original form of payment, exchange or gift card within 60 days, pending regional store closures due to COVID 19 restrictions (excluding global department stores and outlets).
Returned items must be in their original condition, and accompanied by a copy of your original invoice.
If you exchange your online purchase in store you fall under the store’s return policy for further exchanges. Your statutory rights are not affected.
You can return your order using any trackable postal service; you'll need to cover the postage costs yourself.
Please mark your parcel as ‘returned goods’ to avoid being charged any further duties.
If you didn’t receive a return form you can include a written note with your name, order number and request instead.
For security reasons we are unable to accept hand carried returns to our distribution centre.
If you have a mainline store in your area (i.e. not a concession, department store or outlet) you will be able to return or excahnge your online order in store.
Please note returns, refunds and exchanges may take up to 3 weeks to process.
For more information, please see the full Returns & Exchanges section here.
To redeem a gift card proceed through the check out, select your delivery option and then click "Purchase Securely". You can redeem your gift card at the Review stage of your order.
You’re able to use one gift card per order on our website. If you have several gift cards, contact Customer Experience. For security purposes you must be able to provide us with the full gift card number as well as the PIN number.
Please note we do not currently offer a designated gift wrapping, gift messaging or gift receipt service.
We do not currently offer e-gift cards on our website. You can purchase a pyhsical gift card online and in our mainline stores.
FAQs
You’re able to set up an AllSaints account or check out as a guest or Amazon Pay (UK, US and Germany only).
Click the forgotten password link under our login section to reset your password or continue shopping.
You will receive a dispatch confirmation email with the tracking number enclosed.
Depending on the size of your order, your parcel may arrive in a polybag envelope or in our branded box. All gift cards are packaged in an AllSaints gift box and shipped on a tracked service.
Please note we do not currently offer a designated gift wrapping or gift receipt service.
You may change or cancel an order before we send you a Dispatch email by contacting Customer Experience. If the order is dispatched please refuse the order at the point of delivery or send it back using your returns slip.
Enter the code in the promotional code box on the payment page and click 'SUBMIT'. If the code isn’t working, place your order and contact Customer Experience with your order number.
You can contact Customer Expericence herefor any general question or in relation with your order.
Please note that we now have a SMS number in both the UK and US. You will not be charged by AllSaints for using this service. However you will be charged for your text messages at your local tariff rate by your phone provider.
When placing your order we carry out a standard pre-authorisation check on your payment card. Payment will not be taken until your order has been dispatched.
Visa, Mastercard, American Express, Solo, Delta, Maestro, Prepaid Visa Cards, Visa Deferred Debit, Paypal, Amazon Payments and AllSaints Gift Cards. We currently trade in GBP (£), EUR (€), USD ($), WON (₩) YEN (Y) CAD ($)
Tax charged on purchases made online cannot be recovered through the VAT Retail Export Scheme. However all store purchases are eligible for tax free shopping.
The money is returned first to your gift card and then to the payment card as outlined in Section 9.1 of our Terms and Conditions.
If you paid with multiple gift cards, you will be refunded to the first gift card you entered at checkout, and then the remainder will be refunded onto the payment card.
We advise our customers to keep their gift cards following a purchase in case of returns. If you no longer have the gift card you used to place the order, please contact our Customer Experience so we can help you.
You are able to redeem upto 6 gift cards per transaction across our websites, excluding our Mobile App. Simply enter your 16 digit gift card number and the 4 digit pin and click APPLY. Repeat the process until you have added all necessary gift cards.
If you paid with multiple gift cards, you will be refunded to the first gift card you entered at checkout, and then the remainder will be refunded onto the payment card.
We are unable to add a message to a gift card purchased online, however this is something we are working towards.
All gift cards are packaged in an AllSaints gift box and shipped on a tracked service.
AllSaints gift cards cannot be exchanged or refunded for cash. We are unable to accept gift cards which have been resold.
If you buy an item in an AllSaints standalone store or online at www.allsaints.com, and we reduce that item in price within 14 days from the date of purchase, we will refund you the difference. Please note that all Outlet products are excluded from our price match policy and are not eligible for a price match refund. This applies to both Outlet products sold online or in store.
At the time of your request to price match, the exact style, colour and size of your item must be in stock and available for purchase at a reduced price online at www.allsaints.com, or in AllSaints standalone stores that trades in the same currency.
The following conditions and exclusions apply:
To receive a price adjustment please contact Customer Experience with your order number, the product name and the current selling price available on www.allsaints.com .
Please visit any AllSaints standalone stores, excluding outlet and department store concessions, to request a price adjustment with your original receipt. AllSaints may withdraw this offer at any time at its sole discretion.
A store sourced item is a product which has been fulfilled from one of our stores as no longer available at our Distribution centre. Store sourced Items will be delivered separately within 3-5 working days, including Amazon orders. Please allow an additional 4 working days for international delivery. You will be advised if an Item is coming from a store during the checkout process.
If your size is out of stock please register your interest on the product page and you’ll be contacted if we get the item back in stock via email. To check your local store availability please call Customer Experience or the store directly: Here.
Refer to our Size Guide page for any size and fit information. Our Customer Experience stylists are on hand 24/7 to offer style and fit advice and place your order by phone if you require further support.
AllSaints does not trade via eBay or any other auction website. We are not able to verify the authenticity or quality of any item sold on such a site under the AllSaints brand name.
See more information here.
Each garment has unique care instructions on the internal label. Generally, we always advise to read and adhere to the care label and washing instructions before washing your clothes.
The care label washing temperature is the highest permitted temperature.
If you are unsure, always wash at a lower temperature rather than higher or hand wash.
Turn garment inside out before washing.
See more information here.
Our 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.
Yes, our AllSaints watches fall under our online and in store return guidelines.
Yes, our AllSaints watches follow all international standards and are safe for those with a nickel allergy.
Please check that the crown is pushed in. This is how the watch receives the power supply from the battery.
Yes our AllSaints watches can be shipped internationally.
Our AllSaints Watches are packaged in a signature black branded watch box with the warranty details enclosed.
Full instructions on how to set your watch are available here for all watch models.
Our AllSaints watch parts are made in Switzerland and assembled in Thailand and China.
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.
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.
In order to extend the battery life of your watch when it’s not in use, gently pull the movement stem/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.
In order to make a claim under your AllSaints warranty, please review the instructions and fill out the online form, located here.
Please select the region you live in so as to determine the service centre to send your watch to.
Please package your watch securely including, the printed form and a copy of your proof of purchase to the authorised international service centre.
If you have any questions please contact your regional authorised AllSaints Watch service centre here.
To request work not covered under your AllSaints warranty, including link changes and battery replacements, please review the instructions and fill the online form located here.
Please select the region you live in so as to determine the service centre to send your watch to.
Please package your watch securely including, the printed form and a copy of your proof of purchase to the authorised international service centre. You will be notified of the cost and be charged by the service centre directly if required.
If you have any questions please contact your selected service centre here.
Clean the watch with a soft cloth and water only. Do not submerge watch under water.
After contact with saltwater, rinse watch under tap water and wipe dry with a soft cloth.
Metal bracelets should be cleaned periodically. Clean with a soft brush dipped in mild soapy water and dry thoroughly with a soft cloth.
We don't sell additional AllSaints watch bands or bracelets. You can select alternative bands of your choice, that fit our universal measurement and spring bars.
If you wish to change your watch band or bracelet, please note that you will need to source the replacement band or bracelet yourself and cover the cost of fitting at a service centre of your choice.
No, we do not have the facilities in our AllSaints stores to repair watches or remove links.
For link removal, you can use one of our authorised service centres or a watch centre of your choice. Link changes do not affect your warranty.
In order to make a claim under your AllSaints warranty please review the instructions and fill the online form located here selecting the region you live in to determine the service centre to send your watch to.
Please package your watch securely and include the printed form and a copy of your proof of purchase to the authorised service centre.
If you have any questions please contact your selected service centre here.
No, our watches are not waterproof, however they are designed with a minimum water resistance rating of 5ATM (100ft/50m).
The water-resistance of a timepiece protects the movement from dust, moisture, and risk of damage to the movement should it be immersed in water.
AllSaints watches are suitable for light spray, perspiration and light rain. They are not suitable for swimming, showering, diving, or bathing.
A chronograph watch is used to measure time - it can be started, stopped and returned to zero by pressing the pusher buttons. The long center 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 stops. This hand does not run automatically like a seconds hand.
Due to the complex integration of parts within the timepiece, it is important to avoid the below conditions.
A watch should never be worn in a sauna, a shower or a bath as hot water may damage its water-resistance seals.
If your watch is exposed to salt water, rinse the timepiece with fresh water to prevent the salt from damaging water-resistance seals.
Avoid extreme conditions, heat, cold, exposure to wet conditions, sunlight and direct contact with perfume or cologne.
For more information, please see the full care guide here.
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 topring.
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 it is removed from the magnetic field.
Yes, you will need to update the time on your watch twice a year for Daylight Savings.
You can search for your closest store via our store locator.
No. We are unable to accept returns from for AllSaints items bought in Department stores. All items purchased through one of our concessions would fall under the host store’s returns policy and should be returned to that store directly.
No, we are currently working towards offering this service. If you select delivery to one of our stores, we cannot accept liability for the parcel and may contact you to request an alternative address.
This is not a service our network is currently able to support. However we can place an online order for home or business address delivery.
You can shop tax free in any of our stores. Department stores and Franchises will have their own policy. However tax Free shopping and refunds are not possible for online purchases.
You can contact our Customer Experience. We welcome all feedback and will work with you to resolve your query.
The European Online Dispute Resolution platform provides information about alternative dispute resolution which may be of interest if there is a dispute about an online purchase which AllSaints cannot resolve with our customer.
For more information please contact Customer Experience.
Clear your cookies, close your browser, reopen it and visit our site again.
We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc. If you’re still having problems, contact Customer Experience.
All transactions are secured. The AllSaints website is provided with an SSL encryption system to protect personal and payment data.
Please click here for more information: Privacy Policy
AllSaints products are made using ethical labour and materials.
Our vendors, suppliers and subcontractors are all obliged to sign our compliance manual based on the core conventions of the International Labour Organisation.
The provisions of these conventions constitute the minimum and not the maximum standards all suppliers must meet in order to do business with AllSaints.
All animal derived products are from ethical vendors that ensure animals are treated humanely. It is our strong view and business policy that human or animal rights should never be compromised as a result of our business in any form.
We have a code of conduct to ensure all employees that produce our products are treated ethically and fairly.
We always seek to work with reputable and ethical suppliers globally and only engage vendors with transparent track records.
We have established a narrow and select supplier base with whom we work very closely.
As a result we have gained knowledge of their practices and collaborate with them on continuous improvements in process and standards.
See more information here.
AllSaints is a member of the CITES management authority (Convention on International Trade in Endangered Species of Wild Fauna and Flora ) who require strict adherence to record keeping.
This is a very rigorous system that ensures traceability, sustainability and best practice.
We always seek to work with reputable and ethical suppliers globally. We only engage vendors with transparent track records.
We have established a narrow and select supplier base with whom we work very closely.
As a result we have knowledge of their practices and collaborate with them on continuous-improvements in process and standards.
AllSaints fragrance are not tested on animals
AllSaints supports the Not For Sale charitable organisation which protects people and communities from human trafficking.
Their work provides survivors and at-risk communities in nine countries with safety, stability, education and economic opportunities.
Gender Pay Gap legislation, under the Equality Act 2010, requires an employer with 250 employees or more to publish their gender pay gap for their employees.
AllSaints is extremely proud of its long track record of recruiting and retaining a diverse workforce from all backgrounds and walks of life, as reflected by the incredible 37 different nationalities currently employed in head office. Treating our employees, customers and partners fairly and equally is at the core of our philosophy as a business, and we believe that this is reflected in the gender balance and pay within our company.
AllSaints is therefore pleased to present the following figures as at the snapshot date of 5 April 2018.
DPD Pickup is a delivery service available in the UK only. It allows you to have your parcel delivered to your local DPD Pickup shop.
You’ll be notified by email & SMS when your parcel is ready to collect, and you'll have up to 7 calendar days to collect at a time to suit you.
Please bring a photo ID such as driving license or passport, and a pick-up pass such as the 2D code you receive from DPD or your utility bill.
There are 2,500 DPD Pickup shops in the UK with many offering extended opening times. Locations include Halfords, Rowlands & Numark pharmacy chains and Doddle sites at key railway stations.
Simply select DPD Pickup and choose a Pickup shop from the list available at the checkout.
DPD will provide tracking information as soon as your order leaves our warehouse.
For more information, please click link here: DPD Pick Up FAQs
WEBSITE ACCESSIBILITY
STATEMENT
AllSaints Retail Limited (“ALLSAINTS”, “we” or “our”) are committed to inclusion and accessibility. We work hard to make sure everyone is welcome and put great emphasis on celebrating diversity and ensuring we are an inclusive place to work and shop. We continue to take steps to improve our accessibility and accommodate our customers needs. We strongly encourage vendors of third-party digital content to provide content that is accessible and user friendly, however this is something we cannot control.
Please contact Customer Experience if you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that requires improvement. Please state “Disabled Access” in the subject line and provide a description of your feedback. This will help us identify usability issues and discover new solutions to further improve the accessibility of our site.