Customer Support

FAQ

When will I receive my order?

Orders are processed Monday-Friday (Excluding major holidays) and shipped within 3-5 business days.

  • Once your order is shipped you will receive an E-mail with your tracking information.
  • Due to COVID-19 you may experience delays as we have had to adapt our fulfillment processes to keep our staff safe. 

What is your return policy?

You have up to 14 days upon receiving shipment to return items purchased on Stussy.co.uk.

  • UK returns are charged a flat rate when you use our Global-E returns portal
  • European returns are covered by the customers expense.
  • Shipping Charges are non-refundable.
  • Orders must be returned by mail only. 
  • We do not accept returns for Stussy products not purchased from Stussy.co.uk
  • Item(s) must be in new, unused condition with original tags still attached. Underwear or swimwear is NOT returnable due to our strict hygiene policy.

How do I return my order if I live in the UK?

Please visit our returns portal here.

How do I return my order if I live in the EU?

Returns should be shipped (At the Customers Expense) via insured traceable mail to the following address:

Bleckmann B.V.
Attn: Stussy Returns
John Hicksstraat 18
5928 SJ Venlo

How do I exchange an item?

Stussy.co.uk does not offer exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s)

How do I know my order is confirmed?

Every order is subject to review. Your order is only confirmed when we have provided a shipping confirmation.

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:

  • Fit Details tab are on the items product page and will display measurements. (Measurements are in inches, unless otherwise noted)
  • Our Customer Support team is always available to answer any questions regarding measurements and fitting.

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 Instagram

Can I cancel my order?

Requesting a cancellation is not guaranteed.

During Peak periods and orders placed over the weekend, cancellations may not be possible. 

Does Stussy.co.uk 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 it is not guaranteed.

My order has been canceled, how long does it take for the refund to process?

Allow 48-72 hours for processing. Refunds are issued during business days

My tracking information states that my was delivered. But I have not received it. What does this mean ?

Allow 48 hours after the stated delivery time. If your package has still not been delivered, please contact us for assistance at Info@Stussy.co.uk 

I emailed Customer Support, when can I expect a response?

Expect a response within 24-72  hours from our Customer Support Team.

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 re-ship your order. 

I used the incorrect address. How can I update it?

Address updates can be requested but are not guaranteed. We strongly suggest double checking information before submitting your order.

I placed multiple orders, Can I combine them ?

Once your order is placed we are unable to combine shipments on multiple orders.

I didn't receive a tracking number, when should I expect it?

A shipping confirmation E-mail is sent once your order has shipped.

I received a tracking number, but the shipment hasn’t moved.

Tracking numbers are generated when your shipping label is created. Please allow 1-3 business days for tracking updates.

I received a damaged product. What should I do?

E-mail us at Info@Stussy.co.uk within 24-48 hours of delivery with detailed images of the product(s) in question and the packing/invoice slip. 

Product Description

We have reviewed to ensure photography, description and details are correct and accurate. Slight differences in measurements, color and texture may occur.

If an item I want is sold out, when will it become available again?

Stussy.co.uk displays real time-inventory. If an item isn't our website, it is no longer available. 

Stock Availability 

If an item purchased is out of stock on your order, we will partially ship your order, and refund any unfulfilled item(s). You will receive an email notification for your refund. 

Can I update my shipping method after my order has been processed?

Once your order is processed the shipping method cannot be updated.

Can I return items purchased during sale periods?

All sale items are final.

What Payment Methods does Stussy.co.uk Take ?

EU Tribe Limited accepts all major credit cards including:

  • Visa, MasterCard, American Express, Maestro and Discover,Paypal.
  • Payments made via PayPal must be made in EUR, so GBP will be converted at checkout.
  • PayPal orders must also come from a verified account with a confirmed shipping address.
  • Other payment methods are available and vary per region. (Apple Pay, Google Pay, ect).

For more information please call us at +44 (0) 20 8889 4405  or E-mail us at Info@stussy.co.uk (Our hours of operation are Monday-Friday 8am-4pm GMT+1)