Stussy Shop UK — Official Policy Document
Refund & Cancellations Policy
How cancellations work, when refunds apply, what gets deducted, and how long money takes to reach you.
Policy Overview
This policy explains how cancellations and refunds work at Stussy Shop UK — focused on the money side: when a refund applies, what’s deducted, and how long it takes to reach you.
Order Cancellation
Orders can be cancelled free of charge within 24 hours of placing them. Email support@stussyshopuk.com with your order number as soon as possible — the sooner you reach out, the better the chance we can stop it before processing begins.
What’s Eligible for a Refund
| Situation | Refund Type | Section |
|---|---|---|
| Damaged on arrival | Product price refunded, shipping deducted | Section 04 |
| Missing item(s) | Replacement or partial refund after investigation | Section 05 |
| Approved non-damage return | Refund minus restocking fee | Section 06 |
| Change of mind / sizing | Not eligible | Section 10 |
Refunds for Damaged Products
If you receive a damaged product, you’re eligible for a refund. Contact support@stussyshopuk.com immediately with your order number and photos of the damage. Once verified, we process your refund within 5–7 business days of approval. The original shipping fee is non-refundable and will be deducted from your refund total.
Missing Products
If any item from your order is missing, contact us within 24 hours of delivery. We’ll investigate with our fulfilment team and arrange a replacement or partial refund accordingly.
Restocking Fee
Where a non-damage refund is approved at our discretion, a restocking fee of 4.99% is deducted from the refund to cover handling, inspection, and restocking costs.
Non-Refundable Deductions
Even on an approved refund, these charges are never returned:
- Original outbound shipping fee
- Customs duties or import taxes already paid
- Return postage paid by the customer
- Restocking fee where applicable
Refund Method & Timeline
Approved refunds are returned to your original payment method only.
| Stage | What Happens | Timeframe |
|---|---|---|
| Approval | Claim reviewed and confirmed by email | 1–3 business days |
| Refund Issued | Credited to original payment method | 5–7 business days after approval |
| Bank Processing | Funds reflect in your account | Varies by bank or provider |
Exchanges Instead of Refunds
We don’t offer direct exchanges. Follow the refund process for your qualifying issue, then place a new order separately for the item or size you want.
Non-Refundable Items
Outside of damaged or missing products, all purchases are non-refundable and non-returnable. This includes:
- Items that don’t meet personal expectations on style or fit
- Incorrect size selected by the customer at checkout
- Change of mind after the 24-hour cancellation window
Policy Changes
This policy is subject to change without prior notice. Always refer to this page for the most current version, or contact our support team directly.
Contact Us
Questions about a refund or cancellation? Include your order number so we can help you faster.
Need Help With a Refund?
Email our team with your order number and we’ll confirm what applies, what’s deducted, and when to expect your money back.