Customer Service

Frequently Asked Questions


DO I NEED TO PAY EXTRA FOR DUTIES & TAXES?
No. We ship from The Netherlands so all orders include customs duties & taxes.

    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. 

      WHAT IS YOUR RETURN POLICY?

      You have up to 14 days upon receiving shipment to return items purchased on EU.STUSSY.COM.

      • European returns use our RETURNS PORTAL 
      • NO/SR returns use our GLOBAL-E RETURNS PORTAL
      • European returns use our Returns Portal 
      • By using our Return Portal a shipping label fee will be deducted from your refund.
      • Shipping Charges are non-refundable.
      • Orders must be returned by mail only. 
      • Item(s) must be in new, unused condition with original tags still attached. Underwear or swimwear, Fragrance is NOT returnable due to our hygiene policy.
      • We do not accept returns or exchanges for Stussy products not purchased from EU.STUSSY.COM.
      • Purchases from third-party retailers, please contact the third-party retailer where you made your purchase for information on their return policy.

      HOW DO I RETURN MY ORDER?

      Please visit our returns portal HERE (EU Customers only)

      DISCLAIMER
      United Kingdom customers placing orders placed prior to October 10, 2022,  returns must be submitted through this return portal Here.


        HOW DO I EXCHANGE AN ITEM?

        EU.STUSSY.COM does not offer exchanges.


        CAN I CANCEL MY ORDER?

        By completing your purchase you agree to our terms and conditions. Requesting a cancellation is not guaranteed.

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


        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


        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. By completing your purchase you agree to our terms and conditions 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 has not been delivered, please contact us for assistance at support@stussy.eu


        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. By completing your purchase you agree to our terms and conditions.


        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 Email 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?

        Email us at support@stussy.eu 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?

        EU.STUSSY.COM displays real time-inventory. If an item isn't our website, it is no longer available. 


        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, Discover, and 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, etc.)

        I RECEIVED AN ITEM FROM STUSSY.CO.UK AS A GIFT CAN I RETURN IT OR EXCHANGE IT?
        1. You will have to contact  the purchaser to return the product and purchase the updated item we have in stock. 
        2. We do not offer exchanges.

        DO YOU OFFER GIFT RECEIPTS?

        We do not offer gift receipts.


         

        For more information E-mail us at support@stussy.eu or visit our Live Chat. Customer Support Hours of Operation: Monday-Friday 8am-4pm (GMT+1)