Refund policy

Last Updated: 11 September 2026

At Stillrow, we want you to love your purchase. If for any reason you are not completely satisfied, our return process is simple and hassle free.

Order Cancellations

You can cancel your order within 24 hours of placing it by emailing us at support@stillrow.com. Please include your order number in your message. After this window we cannot guarantee a cancellation, as your order may already be in processing. Once an order has been dispatched it can no longer be cancelled, but you are welcome to return the item after delivery in line with this Return and Refund Policy.

30 Day Easy Returns

You have 30 days from the day you receive your order to return items. To be eligible for a return, items must be:

• Unused
• In their original condition
• Returned with their original packaging, tags, and accessories

Our support team will guide you through every step. Restocking Fee: £0. We never charge restocking fees.

Return Policy Overview

• Return Window: 30 days from the day you receive your order
• Condition: Items must be unused and in original condition with all packaging, tags, and accessories
• Easy Returns: Our support team will guide you through the process
• Restocking Fee: None

Return Costs

Defective or Incorrect Products: There is no cost to you if the product is incorrect, damaged by the carrier, or defective in any way.

Change of Mind: If the wrong item was ordered, the item does not fit, or it is simply no longer wanted, the customer is responsible for the actual cost of return shipping. Original shipping costs are non refundable.

How to Return an Item

1. Contact Us: Email support@stillrow.com with your order number and the reason for your return.
2. Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
3. Send It Back: Ship your return using the instructions in your return authorisation email. You may use the carrier or shipping method recommended in that email.

Refund Process

• Inspection: Once we receive your return, we will inspect the item to make sure it meets our return criteria.
• Refund Timing: After approval, your refund will be processed. Please allow up to 7 business days for the refund to be initiated to your original payment method, depending on your bank or payment provider.

Exchanges

We accept exchanges. If you would like to swap your item for a different size, colour, or product, contact us at support@stillrow.com and we will help you arrange a quick exchange.

Order Not Delivered

If your order has not arrived within the expected delivery window, please contact us at support@stillrow.com with your order number. We will investigate with the carrier, and if the parcel is confirmed lost, we will issue a full refund to your original payment method or send a replacement at no extra cost to you.

Non Returnable Items

For hygiene and safety reasons, some items cannot be returned. These products will be clearly marked as non returnable on their product pages.

Changes to This Policy

We may update this Return and Refund Policy at any time. Any changes will appear on this page with a revised Last Updated date, so we encourage you to check back from time to time. Continuing to use our website after changes are made means you accept the updated policy.

Questions?

Visit our FAQ page or contact our customer service team for help.

Contact Information

Store Address: 8 Duncannon Street, London WC2N 4JF, United Kingdom
Store Email: support@stillrow.com
Store Phone: +442046529542
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (UK Time)
We do our best to reply to your email within 1–2 business days.