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How do returns and exchanges work at STRAUSS?

You may return or exchange goods ordered from STRAUSS within 30 days, provided they are not excluded from the returns policy.

 

Returns must be made using a returns form and our returns label.

 

Please return the items to us in full and, where possible, in their original packaging.

 

Once we have received and checked the return, we will issue a credit note/invoice correction, which will either be offset against your invoice or refunded to your original payment method within 1–5 working days.

 

Additional details:

  • Return period and validity of the sales contract:
    • You may return or exchange goods ordered within 30 days of receipt.
    • Returns received after this period may be refused by our returns department on a case-by-case basis.
       
  • Which items are excluded from exchange or return?
    The following items, in particular, are excluded from exchange or return:
    • Worn, soiled or washed clothing/shoes
    • Opened packaging of technical goods (e.g. printer cartridges, calculators)
    • Custom-made or specially manufactured items, e.g. personalised goods (logo, name, etc.)
  • Where can I get the returns form and the return label?
    • A returns form and a return label are included with your parcel.
    • If the returns form or label is missing, or if you need new ones, you can download and print both here: https://www.strauss.com/uk/en/Service/Exchange
    • On the returns form, please list the items being returned at the top and, if applicable, your exchange requests at the bottom.
  • How do I pack my return correctly?
    • Please return the items to Strauss complete and, if possible, in their original packaging.
    • Protect delicate or fragile items with suitable packaging material (e.g. padding).
    • Fill in the returns form completely and place it inside the parcel.
    • Seal the parcel securely with parcel tape.
    • Remove the old address label with your details and stick the Strauss returns label on clearly.
  • How does the exchange process work?
    • On the returns form, you can specify which items you are returning and which replacement items you would like instead.
    • If the return is accepted, you will receive either a credit note or a replacement delivery, depending on your preference.
  • How much does the return cost?

 

  • Credit notes and refunds following a return:
    • Once we have received and checked your return, we will issue a credit note for the value of the returned goods.
    • If you have not yet paid:
      • Please pay only the outstanding amount for the goods you are keeping. The credit note will be automatically deducted.
      • If you pay the full invoice amount, we will refund the credit note amount to your original payment method.
    • If the order has already been paid in full and there are no other outstanding invoices, we will refund the credit note amount to your original payment method.
    • Refunds are usually processed within 1–5 working days of the credit note being issued. The exact timeframe depends on the bank/payment provider.
  • What should I do if I haven’t received a credit note or replacement item yet?
    • First, check the delivery status of your parcel using the parcel number with the courier.
    • If the parcel is shown as delivered on the tracking page but you haven’t received a credit note or replacement item yet, please contact us via the contact form. Please allow our returns department approximately 3–5 days to process your request.
    • Please send us a copy of the proof of posting, the parcel number, a list of the returned items and, if applicable, your request for a replacement.
    • You will find the parcel number on the proof of posting provided by the courier.

 

When returning goods, please always use the completed returns form and the returns label available on our service page, and return the goods to us within 30 days. Please note that under certain circumstances, goods may not be eligible for return. If you have any queries, please contact our customer service team quoting your invoice or customer number, or use our contact form.

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