Delivery & returns

Delivery

We currently accept delivery addresses in the United Kingdom and United States. Shipping is included in our product prices for available destinations, with no additional standard delivery charge at checkout. Available destinations are shown at checkout.

United Kingdom

Standard delivery is included in the product price. Delivery is estimated at 4–10 business days after ordering. This is an estimate, not a guaranteed arrival date. Weekends, public holidays and customs processing can affect timing.

United States

Standard delivery is included in the product price, in your selected currency. Delivery timing depends on the maker and fulfilment warehouse. Contact hello@ourstorymade.com before ordering if you need an estimated arrival date for a particular product.

Dispatch and tracking

Our independent makers and fulfilment partners ship your order directly. Items from different makers may arrive in separate parcels. Please provide a correct delivery address and a delivery phone number at checkout; missing details may delay dispatch. Tracking is provided when available.

Customs and import charges

Products may ship from outside your country. Any applicable import VAT, customs duties or carrier handling fees that are not collected at checkout may be payable on delivery. For UK orders with a goods value over £135, import VAT, customs duties and handling fees may apply. Customs delays can affect delivery estimates.

Delivery questions

If your parcel is delayed, damaged or has not arrived, email hello@ourstorymade.com with your order number. We will investigate with the fulfilment partner and help resolve the issue.

Returns and refunds

For a return, cancellation or a problem with your order, contact hello@ourstorymade.com with your order number and the item concerned.

Changing your mind

You may notify us that you wish to cancel an online purchase within 14 days after receiving your goods. After notifying us, return the goods within a further 14 days. Please request return instructions by email so we can provide the appropriate return address. Products from different makers may need to be returned to different warehouses.

You may inspect an item as you would in a shop. Please return it carefully packaged, with its accessories and original packaging where possible. We may make a deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Your statutory rights are unaffected.

Return postage

You are responsible for the direct cost of returning a change-of-mind purchase. We do not reimburse upgraded delivery charges above the least expensive standard delivery offered. For an item that is faulty, damaged or not as described, contact us first; we will arrange an appropriate remedy and cover reasonable agreed return costs where required.

Refunds

For a cancellation, we refund the amount due, including the original standard delivery charge when the whole order is cancelled, within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Refunds are made to the original payment method. Your payment provider may need additional processing time. A refund for only part of an order does not automatically include the original delivery charge.

Faulty or incorrect goods

If an item is faulty, damaged or not as described, email us promptly with your order number and details of the issue. Nothing in this policy limits your statutory rights or any mandatory consumer protection that applies in your country.