FAQs

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I would like to make an informed decision about my purchase. What product information should I be looking for?

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Items available for purchase at All & Sundry will have a title clearly stating the product offered, product descriptions, images, the price of the item and variant options where available, the country the item ships from, the countries that the suppliers are willing to deliver to, and any additional information that can help you assess suitability of the product for purchase. Whether or not there are pictures of the variants, there will be options to choose colour, size, and design variants where applicable on the same product page. You can select from quantity options too depending on availability. While we try to offer as much product information and product specifications, we do not list the ingredients or chemical compositions of items available for purchase, and we encourage customers to check the ingredients on the packaging of purchased items before usage or consumption where available.

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Is what I see in the image displayed on the product page exactly what I get?

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The displayed product pictures try to portray the item accurately, but you must be aware that aspects such as colour and size may appear different depending on various factors such as the screen it is viewed from, the perspective, and the focus. Please note that particularly with artisanal works and the images displayed, there may be slight variations in the products you receive but we ensure that these variations are minimal. Moreover, where items are mass produced, the pictures are of items from a particular batch as a visual sample for your reference, but we will always ensure that when you purchase the product, you will receive items closer to the manufacturing date. Vintage items and antiques where available on this website will be described as such, and unless they are one of a kind, the displayed picture will only be a visual sample of the product portrayed for your reference. Please do note though that any item/material shown in the displayed picture/s or on the website apart from the item offered for sale is only for aesthetic purposes and may not in any way be considered to be available for purchase or have been purchased along with the item.

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What does the displayed price include?

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Product prices displayed on the website do not include VAT and any other taxes unless it explicitly states so in the price break down. Shipping costs whether in the UK or internationally are charged in addition as logistics is not directly within the scope of our services. However, we and our suppliers try to ensure that the logistics companies we contract for deliveries are affordable and reliable. For more information on how we charge for deliveries, please see the Shipping Information page here. Please note that if the delivery country is not the same as the country the shipment will be dispatched from, additional charges such as import taxes may be required to be paid to your state depending on the rules of import and at the applicable rate. To receive your item, therefore, the tax may be collected by your delivery agent who clears the items at customs on your behalf. Should you choose not to pay the import tax, you will not be able to receive your purchase, however, the order will be considered to have been fulfilled since statutory procedure for you to receive the item was followed. No refund in part or whole will be offered for not cooperating with the statutory requirements to receive your order.

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At what point is an item considered purchased from All & Sundry’s website?

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An item is considered to have been purchased from All & Sundry’s website once the payment has been received by us, not if the item is still in your shopping cart or upon your receipt of the item. This means that items in your shopping cart will not be considered to have been purchased until the payment for it has been received in full and the order confirmed, and the item is considered sold upon receiving the full payment.

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When will All & Sundry begin processing the order?

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All & Sundry and third-party suppliers will only proceed with processing your order for fulfillment upon receiving the payment.

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Does All & Sundry deliver purchased items worldwide?

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We at All & Sundry are constantly looking to grow our collection of items across categories so we can bring you delights from across the world. With the help of the manufacturers or intermediaries we source from, we make these items available for purchase from anywhere in the world via this digital platform. It is certainly our intent to also find ways to have these items delivered to addresses worldwide, however, until then, these items may be available for deliveries only in certain regions that our suppliers deliver to. If you are keen on purchasing products that have no import restrictions in your country, but are limited by delivery region, drop in a request through our chat box or contact form and we will check how we can have these items delivered to you.

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What happens if an item is held up at Customs?

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Each country has its own Customs regulations and policies. If there are no restrictions or prohibitions for the import of your purchased item in the destination country, and the item has already reached the destination country within the reasonable amount of delivery time, it will not be considered a delay from our side. However, we encourage you to bring up the matter with your local council if you think such delays at Customs may be unnecessary or avoidable. Each country has its own Customs clearance procedures and you may be able to find a more favourable outcome if you think items are being delayed by Customs longer than required. At times, Customs may also unpack and conduct chemical analyses (particularly for food items) despite us providing the necessary paperwork and even if it is from a country with which preferential trade agreements exist. You may, therefore, receive less than the quantity you purchased from us (particularly for bulk purchases and wholesale orders of food items). Unfortunately, if there is no problem with the paperwork or payments, there is not much we can do to speed up the procedure or restrict the tests at customs in your country as it is a statutory matter beyond our control.

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What happens if an order cannot be fulfilled for various reasons after a purchase has been made?

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If an item displayed in stock on our website was over-booked by the supplier for which reason the supplier will not be able to fulfill the order, we will uphold your right to a full refund, and in addition, we will also offer you a discount coupon that you can avail of on any of your purchases made via our portal.

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However, if an item you purchased via our website cannot be delivered to your address for reasons such as restrictions in the importing country or force majeure, we will inform you about it, and depending on the reason and the status of the delivery, you may or may not be eligible for a refund.

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If multiple purchases were made in an order, and the order could not be fulfilled in whole or part, you will not be eligible for a refund for consolidated logistics costs if any of the items from the order were already dispatched. However, if the item was the only item in the order and the item was not yet dispatched, you may be eligible for a refund including delivery costs in the form of a cash refund, discount coupons or gift voucher of the same value.

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Can I cancel an order after making a purchase?

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There may be times when you change your mind about a product after making the payment and receiving an order confirmation. If the item has already been dispatched, we may not be able to reverse it, and any cancellation will simply mean you will not be obliged to receive the purchased item. Unfortunately, unless eligible for refund as per our Returns, Refunds and Cancellation Policy, we will not be obliged to refund such a purchase. To know when you are eligible for a refund, read our Returns, Refunds and Cancellation Policy here.

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I purchased an item from All & Sundry that I would like to return. What is the procedure?

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If you are eligible for a refund or replacement, and would like to return an item that you purchased from All & Sundry’s website, you must contact us for information about your specific case, since we work with third-party suppliers who ship items from across the world. We will not refund items that were returned without consulting with us or without following our instructions. Once the return has been approved, however, you will receive a refund or replacement, depending on stock availability and preference. While we do not accept returns of certain types of items, such as perishables, or items where safety and hygiene are essential, you may still be eligible for a refund on certain items if an item you received was damaged or defective as long as you inform us about it within 1 business day and with pictures of the condition you received the item in, so we can offer you effective remedy. To know more, read our Returns, Refunds and Cancellation Policy here.

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How do I know when I am eligible for a refund?

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There may be various reasons why you may want a refund, and depending on your particular situation, you may even be eligible for a refund. If you received a defective or damaged item, for example, we require you to inform us about it within 1 business day of receiving the item along with pictures of the condition in which the item was received to be eligible for a replacement or refund with effective remedy. Should you, however, wish to return an item that no longer appeals to your aesthetic sense or for any other reason, you may or may not be eligible for a refund or replacement. For more information, you can find our Returns, Refunds and Cancellation Policy here.

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How do I know who has access to customer information provided to All & Sundry?

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All & Sundry is hosted by Wix and works with third-party app integrations, third-party suppliers and logistics providers to ensure that items you purchase via our website can also reach you. Apart from All & Sundry Ltd. and stakeholders in its business, at the very least, these third-party service providers will have access to information required for providing you services, including data that can identify you (for example: your name, billing and delivery address, telephone number/s, email address, etc.). For more information about how we manage your information, you can go through our Privacy Policy here. If you would like to know more about our Terms of Service, you can find it here. While you have the option to prevent the sale of your personal information collected by us to third parties, by making a purchase via our website and to fulfill your orders, you give us consent to override any other terms of consent on our website that would otherwise prevent us from doing so.

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