Customer care

Refund policy

This page explains when a refund may be available and how approved payments are handled. Our Returns Policy covers the practical return process.

Last updated 12 July 2026

Personalised and made-to-order products

We do not offer change-of-mind refunds for personalised garments made to your specifications. If production has not begun, contact us immediately and we will check what can still be changed or cancelled.

Faulty, damaged, incorrect or misdescribed goods

Your statutory rights remain. If there is a problem, send your order reference, checkout email, a description and suitable photographs to support@storieverse.com. After review, we will confirm the appropriate remedy, which may be a replacement, repair, price reduction, refund or another resolution required by law. Do not send the item back unless we ask you to.

Lost or undelivered orders

If your order has not arrived after its latest estimated delivery date, contact us so we can review tracking and investigate with the delivery partner. We will offer the remedy appropriate to the outcome and your legal rights.

Digital artwork downloads

A clean digital download is supplied after successful payment and confirmation. The law can limit the cancellation right once digital supply begins where the customer has expressly consented and acknowledged that consequence. Our checkout does not currently collect that express agreement, so we do not treat your cancellation rights as automatically waived. Contact us promptly if you want to cancel before accessing the file.

How approved refunds are paid

Approved refunds are returned to the original payment method. Your bank or payment provider controls when the credit appears, so processing time can vary. We will confirm when the refund has been submitted.

Need to return an item? Follow the steps in our Returns Policy, or contact customer support about a refund request.

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