Menu

Order

Can I amend my order or address after I have placed it?

Regrettably it is difficult to change your order or the shipping address once it has been placed. We aim to ship all orders as fast as possible so our warehouse is processing them within 15 minutes of receiving them.

If a change is necessary please contact us and we will do our best to help you.

What information should I add to the "Address 2nd line" field on the checkout page?

On the checkout page, before you proceed to payment, your default delivery address will be displayed if you have an account or you can type in a new delivery address. In addition to the mandatory fields marked with a small *, you have the option to enter further information regarding your delivery address in the “Address 2nd line” field. This field is intended for the following optional information, for example:

  • Company name
  • Apartment number
  • District name in large cities
  • PO Box
  • etc.

If you have a short and uncomplicated delivery address, you can leave this field blank as it is not a mandatory field.

I have received the wrong product/size - what shall I do?

Should you receive a delivery containing damaged or wrongly packaged item(s), the wrong size or product, please contact us through the contact form and we will do everything we can to correct our mistake. You will be provided with new products or a refund, depending on your preference.

Important: Please state your order ID.

My order is missing a product - what shall I do?

Should an item be missing from your delivery, please contact us through the contact form and we will do everything we can to correct our mistake. You will be provided with new products or a refund, depending on your preference. Important: Please state your order ID.

Are all products on the website in stock?

All products of our current collection are displayed on the website. If an item is out of stock this will be stated on the product’s page.

In case of an unlikely discrepancy between the website and the actual stock in the warehouse due to a miscount you will be notified via email and receive a refund for the missing item(s).

I have placed an order but I haven't received a confirmation email. What does this mean?

Please check your spam folder since the confirmation email might be mistaken as junk mail and end up in there.

The order confirmation should be sent right away, but it can happen that there is a delay. If you have not received anything after 24 h, please contact us so we can check that everything is fine with your order.

What do I do if I receive a faulty item in my order?

The London Stories Warranty Process

We work hard to ensure that our products are of the highest quality possible. Tests during production and before shipping are performed to ensure the quality of every single product. Should you come across a product that does not live up to these standards, please follow the steps below:

If you have bought your The London Stories product in a store, please get in touch with the store directly to resolve the problem. Most stores have their own warranty policy and should be able to help you.

If you have bought your The London Stories product in our online shop at www.thelondonstories.co.uk, please take a photo of the faulty product, attach it to an email in which you describe the issue, and send it to [email protected] We will then review your claim with our production team and decide how to go forward.

Website & Troubleshooting

Why can't I place my order or checkout on your website?

If you are not able to place or pay an order on our website, please try the following steps:

1. Make sure to remove all special characters (such as / ( & € * # ) from the contact form and change all letters to classic Roman letters (u y z c d r s) if needed. Make sure you have filled in all the mandatory fields in the checkout page as well.

2. It could be that some items in your cart are sold out while you’re placing an order. Please refresh your browser. If a message pops up stating that your item(s) are not in stock, please check and remove sold out items by clicking the small X next to the item.

3. If you are placing an order with a mobile device, please try to place an order with a computer instead.

4. Try clearing cookies and cache from your browser. If this does not work, try changing your browser.

5. The shipping destination country determines the regional website to shop on. To make sure that you order on the correct regional website, choose the correct flag in the footer of the website.

6. Payment attempts could potentially be denied by your bank. Please get in touch with your bank to find out if this is the case. They will also be able to help you and assist with unlocking your card to allow you to re-try. You can also try to use another credit card or payment method (e.g. PayPal).

*If none of the above suggestions resolve your checkout issue, please contact support.

About the website

Which browser do you support?

Our site works with most web browsers. Should you encounter any problems, we recommend that you try Mozilla Firefox, Explorer, Safari or Chrome.

Do the colours on the website reflect the original product?

We photograph all our products with the intention of getting a picture as representative to the original product as possible. Sometimes computer screens and screen settings vary, so we cannot guarantee that the products on your screen will look identical to the ones in your hand. However, the difference is usually barely noticeable and they still look great.

What can I do if I can’t find my desired product on your website?

Note: The search bar on our Help Center is not made for any kind of product search

You must use the dedicated Product Search Bar located in the top right corner of the website, or the dedicated search feature in the drop-down menu when using a mobile device.

______________________________________________________________________________________________________

To search for a specific product:

1. Please enter the article name or article number (SKU) in the Product Search Bar on the top right corner of our website.

2. The results will show all matching products to your search. You are then able to choose your desired item which will lead you to the specific product page.

3. In case you don’t have the article number (SKU), you can also enter specific colour or pattern names (e.g., stripes, blue, dots). All the items that match your search will then be displayed.

4. If you can’t find your preferred item, it could mean that it is out of stock at the moment and we will try to restock it as soon as possible.

What are cookies and why do I need to allow them?

Information about our use of cookies

Updated: 26 April 2017

We use cookies on our website to collect visitor statistics, for advertising purposes and to improve your experience using our website. When necessary we may update this information from time to time.

We recommend that you visit this page on a regular basis to get the latest information regarding the cookies we use on our website.

What is a cookie?

A cookie is a small file of letters and numbers that is stored on your device when you visit our website. Unless you have adjusted your browser settings so that it will refuse cookies, cookies will be placed on your device as soon as you visit our site. There are two types of cookies depending on the time it is stored on your device: persistent cookies and session cookies. Moreover, first-party cookies are distinguished from third-party cookies.

Persistent cookies remain on your device for the period of time specified for each cookie or until you manually delete the cookies from your device.

Session cookies are stored during the period there is an active web browser session. Session cookies are normally deleted when you close your web browser.

First-party cookies are set by the website that you are browsing (e.g. cookies placed by our domain, i.e. thelondonstories.co.uk).

Third-party cookies are cookies that are set by a domain other than that of the website being visited by you. If you browse a website and another entity sets a cookie through that website, this would be a third-party cookie.

Your consent

By setting your web browser to accept cookies and visit our website, you give your consent to our and our service providers’ use of cookies on this website.

Can I withdraw my consent?

Yes. If you wish to withdraw your consent, you will need to delete the cookies stored on your device in your web browser settings. Moreover, if you wish to prevent that cookies are stored on your device, you need to change your web browser settings to disable cookies. Please note, however, that if you choose to disable cookies, the website may not work properly or at all.

Why is the live chat closed?

Please note: Our chat operating hours and the availability of our chat support may differ, especially during the summer and holiday season. In the meantime, you can use the “Help” button on our website to search for your requested topic or article. If you cannot find the needed information, you will have the option to leave a message.

Delivery

What should I do if my order hasn't been delivered yet?

Please double check the tracking information provided by DHL first. You can find your tracking number in the shipment email you received from us.

If your order has been delivered according to DHL but you have not received it yet, please check with your neighbors or your doorman. They might have accepted your delivery for you.

Should you be unable to locate your package, please get in touch with our support team so we can look into it.

If your order can not be delivered because of an incorrect address, please get in touch with our support team as well and we will help you.

How long does the delivery take?

All orders are shipped with DHL from our warehouse in New Jersey.

As soon as your order has been dispatched you will receive an email with the details of your shipment and your tracking number. The delivery within the US takes approximately 2 – 5 business days.

How much do you charge for shipping?

Shipping is free for all orders with a value of $50 or more. If your order is less than $50 total, a shipping charge of $4 will be added to your order.

Which countries do you ship to?

Items ordered on our US website can only be shipped to addresses within the US. It is unfortunately not possible to choose US as shipping country when shopping on the Global website.

Just place your order from the correct regional website that is dedicated to a specific country or area for your parcel to reach you. Your shipping address determines which website you need to order from (e.g., if your shipping address is in the US, you need to order from our US website).

To check that you are on the correct website to shop on such as global, EU, USA, etc., please choose the correct flag/shipping country in the footer of the website.

How can I track my order?

All orders placed on the US website are shipped with DHL. Once your order has left our warehouse you will receive a tracking reference in your shipping confirmation email and you can track your order on https://www.logistics.dhl/us-en/home/tracking/tracking-all-services.html.

Newsletter

How do I unsubscribe from the The London Stories newsletter?

If you would like to unsubscribe from our newsletter, please follow these steps:

1. Scroll all the way down to the bottom of your The London Stories newsletter and look for the dedicated link to unsubscribe

2. Click the link to unsubscribe to no longer receive any future information and updates from The London Stories

3. You will be redirected to a confirmation screen, which will show that you have been successfully unsubscribed

4. Trouble finding the unsubscribe button? Please use the search function of your browser or email program to locate it in your window

Size guide

Size Guide - Man

SOCKS

Please note: Sock sizes 9-11/10-13 correspond to sizes 36-40/41-46.

Regular/Athletic/Wool

SIZEEUUKUSHEIGHT (+/-0.2)
36 – 4036 – 403 – 6.55.5 – 9.58″
41 – 4641 – 467 – 1110 – 12.510″

Hysteria

SIZEEUUKUSAUJP
One Size 36 – 41 3.5 – 7 5.5 – 10  5 – 923 – 26
36 – 3836 – 383.5 – 55.5 – 75.5 – 7.523 – 24
39 – 4139 – 41 6 – 7.58 – 9.58 – 10.5 25 – 26

 

HEIGHTScm (+/-0.5)in (+/-0.2)
Ankle124.7
Mid-High207.8
Knee-High3714.5

 

SLIDERS 

SLIDER SIZES36/3738/3940/4142/4344/4546
EU36/3738/3940/4142/4344/4546
UK MEN 7,59,511,513,5
UK WOMAN4,56,58,5
US MEN 8101214
US WOMAN6,58,510,5
JPN23,524,5262728,5
CN37394143
LENGTH (cm)24,826,227,528,830,131,4 

 

Please see chart above to find your correct size. We recommend measuring the feet length for the closest fitting size. The length is measured from the big toe diagonally to the center of the heel.

 

HAVAIANAS FLIP FLOPS

 BR35/3637/3839/4041/4243/4445/46
EU 37/38 39/40 41/42 43/44 45/46 47/48
 UK 3/4 5 6/7 89/10  11/12
 US 6 7/8 9/10 11/12  
LENGTH (mm)23-24 24-25 25,5-26,5 27-2828-2929-30

The length are measured from the big toe diagonally to centre of the heel. Do note Havaianas sizing are Brazilian and the corresponding EU size are displayed next to it in the dropdown. Please see chart below to find your correct size.

Sizes runs small, if you are of the larger size of the two indicated we recommend going up a size for a looser fit.

 

UNDERWEAR

SIZEXSSML
EUR3436  3840
UK/AU681012 
US2468
in27 – 3031 – 3435 – 3738 – 40
cm68 – 7679 – 8689 – 9497 – 101

Measure around the widest part of your hip. Allow 1/4 inch of slack.

 

SWIMWEAR

SIZEXSSML
EUR32-3436-38  38-4042-44
UK/AU4-68-1010-1214-16
US0-24-66-810-12
Length (cm)150-160160-170 165-175170-180

 

Size Guide - Man

SOCKS

Please note: Sock sizes 9-11/10-13 correspond to sizes 36-40/41-46.

Regular/Athletic/Wool

SIZEEUUKUSHEIGHT (+/-0.2)
36 – 4036 – 404 – 74.5 – 7.58″
41 – 4641 – 467.5 – 11.58 – 1210″

Dressed

SIZEEUUKUSHEIGHT (+/-0.2)
39 – 4239 – 426 – 8.56.5 – 911.5″
43 – 4643 – 469.5 – 12.510 – 1312.2″

 

SLIDERS 

SLIDER SIZES36/3738/3940/4142/4344/4546
EU36/3738/3940/4142/4344/4546
UK MEN 7,59,511,513,5
UK WOMAN4,56,58,5
US MEN 8101214
US WOMAN6,58,510,5
JPN23,524,5262728,5
CN37394143
LENGTH (cm)24,826,227,528,830,131,4 

 

Please see chart above to find your correct size. We recommend measuring the feet length for the closest fitting size. The length is measured from the big toe diagonally to the center of the heel.

 

HAVAIANAS FLIP FLOPS

 BR35/3637/3839/4041/4243/4445/46
EU 37/38 39/40 41/42 43/44 45/46 47/48
 UK 3/4 5 6/7 89/10  11/12
 US 6 7/8 9/10 11/12  
LENGTH (mm)23-24 24-25 25,5-26,5 27-2828-2929-30

The length are measured from the big toe diagonally to centre of the heel. Do note Havaianas sizing are Brazilian and the corresponding EU size are displayed next to it in the dropdown. Please see chart below to find your correct size.

Sizes runs small, if you are of the larger size of the two indicated we recommend going up a size for a looser fit.

 

UNDERWEAR/SWIMWEAR

SIZESMLXL
EUR4648  50 – 5252 – 54
in28 – 3031-3233-3434-36 
cm71- 7678 – 8183 – 8686 – 91 

Measure around your natural waistline (where you normally wear your pants). Allow 0,6 cm or 1/4 inch of slack.

Size Guide - Kids

Kids Socks

SIZEEUAU/UKUSAGE
0 – 12 M13 – 21 0 – 4.50 – 5.50 – 12 Months
12 – 24 M22 – 245.5 – 76 – 812 – 24 Months
2 – 3 Y24 – 267 – 8.58 – 9.52 – 3 Years
4 – 6 Y28 – 31  10 – 12.511 – 13.54 – 6 Years
7 – 9 Y33 – 351 – 2.51.5 – 3.57 – 9 Years

 

Baby Tights

 SIZEEU/JPNAU/UKUSAGE
6 – 12 M74 – 80 68 – 8029″ – 31″6 – 12 Months
12 – 18 M8680 – 8631″ – 34″12 – 18 Months
18 – 24 M9286 – 9234″ – 36″18 – 24 Months

 

Care Instructions

How should I wash and care for my socks?

We work hard to ensure that our socks are of the highest quality possible. However, the life span can vary depending on the care and handling of your The London Stories.

For our regular, athletic, dressed, and kids socks, we recommend a washing temperature of 40°C/104°F. Our Hysteria, wool socks and compression socks should be washed at temperature of 30°C/86°F.

All socks should be turned inside out and bleaching or ironing should be avoided. Even though our socks are durable, they will last longer if they are kept out of the tumble dryer.

Important: When putting on your brand new pair of The London Stories, please take the time to cut the thread on the label with a pair of scissors instead of ripping it off as this will damage the socks.

How should I wash and care for my underwear?

We work hard to ensure that our underwear are of the highest quality possible. However, the life span can vary depending on the care and handling of your underwear.

For all of our underwear, we recommend a washing temperature of 40 °C / 104 °F, and to avoid bleaching or ironing. Even though all products are durable, they will last longer if they are kept out of the tumble dryer.

Products

Where can I find information about your products?

We try to give you as much useful information as we can about all our products on the product page. This includes a description of the product and pictures, as well as information about sizing, care, and composition.

There is also a “Delivery and Returns” drop down that gives information about these topics and links you to the more extensive articles in our help center.

If you have any questions about details that aren’t on the product page, please contact us.

Gifts

Do you offer gift wrapping or personal messages on orders?

At the moment we don’t offer the option of gift wrapping or personalized notes and won’t be able to add this to your order. However, we are constantly working on improving the shopping experience and are hopefully able to provide this option in the future.

Production & Quality

How do you ensure the quality of your products?

The London Stories pays close attention to the production of its collections and only uses the best materials and the sharpest designs. A meticulous care for detail allows The London Stories to maintain and constantly develop the product quality. The life span of the products varies depending on the care and handling.

How do you manufacture your products?

The London Stories products are produced in Turkey, Portugal, Italy, China and Peru. The London Stories ensures that suppliers have high standards by keeping close contact with all of them through regular visits and inspections at all their factories.

We carry out on site audits at least once a year that are performed by staff from our Stockholm headquarters. Furthermore, we have opened a local production office in Istanbul, Turkey that has daily contact with our suppliers and regularly visits them. During these visits production standards are controlled.

The London Stories is a member of Amfori BSCI and we also require that our suppliers are Amfori BSCI or SEDEX certified. In the latest Amfori BSCI audits, all the factories we work with were graded between A-C.

The suppliers are also required to sign the The London Stories Code of Conduct to make sure they maintain high standards, no child labour is used and no other forms of abuse occur. In addition, we also require that our suppliers are Oeko-Tex certified.

What is the The London Stories Code of Conduct?

The London Stories Code of Conduct is a clarification of our requirements for environmental and social equity. The requirements set in our Code of Conduct are based on the Universal Declaration of Human Rights, the UN Convention on the Rights of the Child and the ILO 8 Core Conventions.

What is Amfori BSCI?

The Amfori BSCI, a common Code of Conduct, regulates working environment issues, including workplace health and safety, working hours, industrial compensation and the prohibition of child labour.

For more information, visit the Amfori BSCI website at http://www.amfori.org/

What is SEDEX?

Companies which undergo a SEDEX audit can prove to their customers that they respect the principles of ethically and socially sustainable production.

For more information, visit the SEDEX website at http://www.sedexglobal.com/about-us/

What is Oeko-Tex?

Oeko-Tex is a certification system for materials used in a certain product. The certification confirms that the material and/or final product is correctly produced without hazardous and toxic substances.

For more information, visit Oeko-Tex website at http://www.oeko-tex.com

How do you monitor the country of origin of the cotton used in your products?

We have set targets to source the majority of our cotton sustainably by 2022.

Today our cotton socks in The London Stories Kids collection are produced with certified organic cotton. We use OCS (Organic Content Standard) Blended cotton in our production, a cotton that is organically farmed and which we are able to track to see details such as purchase and handling of the cotton fibre.

The cotton used in our products is sourced from Turkey, India, China and Peru. We require the factories we work with to be able to provide documentation to disclose the source of cotton. We monitor the process closely by being in constant contact with all our factories.

How do you ensure that your products are free from hazardous chemicals?

Our suppliers and sub-suppliers have to commit to following the regulation set in REACH, a regulation within EU for hazardous and toxic chemicals. We also require them to be Oeko-Tex certified.

Returns Policy

What is your Return Policy?

You have the right to return all products you have bought from www.thelondonstories.co.uk for a full refund within 30 days of receiving them.

Items bought from our online store can not be returned in a retail or concept store.

All items have to be unused with labels and packaging intact. When you return any product, you must cover the shipping charges. As soon as we receive your return, we will process your refund request. Please note that you will not be reimbursed for the original shipping charges. Any refunds made by us will be processed back to the original payment method when you placed your order.

If you would like to change your item for a different color or size, please return your unwanted item and place a new order.

We do not take responsibility for any items lost during the return shipping.

Returns Process

How do I return my The London Stories products?

Returns Process

1. Please print and fill in this Returns Form and include it in your package.

2. Send your items to the address below, using the address label at the bottom of the Returns form.

The London Stories
Camden lock Market Hall
NW1 8AL, London, UK
3. Send your items with the label intact along with the order number

 

As soon as we receive your return shipment, we aim to process your request within 3 business days and will send you an email confirmation once processed. Please note that we cannot cover return shipping costs and that you are responsible for items lost in shipping.

If you have any questions regarding the process, please contact us.

 

X

Create an account to expedite future checkouts, track order history & receive emails, discounts, & special offers