Customer Service

FAQ

When will I receive my order?

Once your purchase has been completed, an e-mail confirmation will be sent to the e-mail address on file. This e-mail acts as an invoice and includes your order number. Once your order is placed:

  1. A standard processing time of up to 3-5 business days is required before the order is shipped out.
  2. Orders placed on Stussy.co.uk are processed only on business days (Monday-Friday excluding any holidays).
  3. During peak periods, processing times may exceed 5 business days.
  4. Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information and progress of your delivery.

***Please be advised that due to the COVID situation we have had to adapt our fulfilment processes to keep our staff safe. This has had a small impact on how quickly we can fulfill and dispatch orders. Please note that some couriers are also experiencing additional delays due to high demand***

How do I return or exchange an item?

We do not exchange products. If you purchased an item from https://www.stussy.co.uk/ and would like a different color, size or style, a new order will need to be placed. A request to cancel the original order will need to be made by reaching out to info@stussy.co.uk or +44 (0) 20 8889 4405 during business hours 8am-4pm (GMT+1).

*Cancelations are not guaranteed and depends if your order has entered the packing or shipment phases.

For returns please visit:

HTTPS://WWW.STUSSY.CO.UK/PAGES/RETURNS 

Can I cancel my order? Requesting a cancellation is not guaranteed, and will depend on whether your order has entered the packing or shipment phases. If we are successful you will receive notification of your refund by email/SMS, otherwise you will be sent an order confirmation with a tracking link. 

If your order is canceled, please allow up to 3-5 business days for the payment to be refunded and processed. If you have not received your funds within this time frame, please contact us at info@stussy.co.uk or contact your financial institution. 

During Peak periods and orders placed over the weekend, cancellations may not be possible as we cannot disrupt the workflow process by our warehouse team. Our warehouse team strives to dispatch orders to efficiently meet the expectations to our valued customers.

DOES STÜSSY REFUND DUTIES & TAXES ?

No, once your order has been delivered we do not refund duties or taxes.

What if I need to modify/adjust my order (Incorrect size purchased)?

Once an order has been placed, it cannot be modified or adjusted. We can request to cancel your order but please note it is not guaranteed to happen immediately.

I returned my order. How long does it take for the refund to process? Once orders are received at our facility please allow 3-5 business days for your refund to process. During peak periods, processing times may exceed 5 business days.

My order has been canceled,how long does it take for the refund to process? Please allow 48-72 hours for processing. (Refunds are only issued during business days)

I used the incorrect address. How can I update it? Address updates can be requested but are not guaranteed. We strongly suggest double checking your information before submitting your order.

My tracking information states that my order was already delivered but I have not received it. What does this mean? Please allow 48-72  hours after the stated delivery time. Sometimes packages are scanned early or accidentally delivered to a neighbor. If your package has still not been located after the above time period, please contact us for assistance at info@stussy.co.uk. *Please note that some couriers are also experiencing additional delays due to high demand*

I noticed I entered the wrong address information and the package is now being returned to the sender, what happens next? Once the package has been returned to our warehouse, we will issue your refund as we're not able to send a replacement order. Please allow 3-5 business days for your refund to be issued.

I placed multiple orders. Can you combine them into one and refund the balance? Once your order is placed we are unable to combine shipments on multiple orders.

Can I update my shipping method after my order has been processed? Once your order is processed the shipping method cannot be updated.

I didn't receive a tracking number, when should I expect it? A shipping confirmation email is sent within 3-5 business days of your purchase. If you haven't received it, it's possible that it got sent to your spam folder. You can contact us at info@stussy.co.uk

*During Peak periods tracking information may go beyond 5 business days*

I received a tracking number, but the shipment hasn’t moved. Tracking numbers are immediately generated when your shipping label is created. Please allow 2-3 business days for tracking updates to populate.

I received a damaged product. What should I do? Please email us at info@stussy.co.uk as soon as you receive your order.

How do I know the item will fit me? In order to help find the best fit, the following information is available on every product page: -

  • Product-specific measurements (Measurements are in inches, unless otherwise noted)
  • The above can be found in the ‘Fit Details’ tab on any item’s product page.
  • Our Customer Care team is always available to answer any questions regarding measurements and fitting.

I emailed customer service, when can I expect a response? Expect a response within 24-72  hours from our representatives. Please allow more time during our peak periods and after weekends. Our representatives are available Monday-Friday 8am-4pm at info@stussy.co.uk or +44 (0) 20 8889 4405

If an item I want is sold out, when will it become available again? HTTPS://WWW.STUSSY.CO.UK/ displays real time-inventory. If an item isn't our website, it is no longer available. Our website is the best reference for all our current inventory.

How do I find out when new styles are released and when? You can stay updated with our latest releases by signing up for our newsletter or by following us on social media. HTTPS://WWW.STUSSY.CO.UK/#FOOTER-NEWSLETTER-MODAL

Can I return items purchased during sale periods? During the sale period, all sale items are final.

For more information please reach out to us at +44 (0) 20 8889 4405 (Our hours of operation are Monday-Friday 8am-4pm GMT+1.)