Returns and Exchanges

What is your returns policy?

We want you to buy all Storyteller Products with confidence and that is why we are happy to offer a full refund if you are not 100% happy with your purchase.

To obtain a full refund, you will have to return your item within 28 days, which starts from the day you received your order. The item(s) must be in a new, unused, and saleable condition, still within its original packaging and with all labels and tags attached.

Please return all orders to us via post to: Storytellerr Ltd, 20-22 Wenlock Road, London, N1 7GU

Please note, we cannot be held responsible for anything lost or damaged in transit.

Can I return an IndieGoGo order?

Of course! You can return this order for a Storyteller Gift Card. Unfortunately due to the nature of crowdfunding, we cannot refund you the original payment. The item must be unused/unworn and you must contact us within 28 days of receiving the item.

What is your exchange policy?

If for any reason you are not completely satisfied with your purchase, we will happily accept exchanges on orders shipped within the UK as long as they are received by us within 28 days of you receiving the item. The item(s) must be in a new, unused, and saleable condition, still within its original packaging and with all labels and tags attached.

Please note, exchanges are not guaranteed because our stock is limited.

Please return all exchange orders to us via post to: Storytellerr Ltd, 20-22 Wenlock Road, London, N1 7GU

Please note that we do not accept exchanges for international sales. All international returns within the relevant 28 day period, are either given a refund or Storyteller Gift Card.

Please note, we cannot be held responsible for anything lost or damaged in transit.

Payment with Storyteller Gift Cards

Returned orders that are paid with Gift Cards will be refunded back to the Gift Card.

Non-Returnable Items

Unfortunately, in some instances, we are unable to offer refunds or exchanges.

As a guideline, the following are not covered by our returns and exchanges policy and cannot be returned unless the item is faulty or damaged:

All Storyteller Personalised/Customised Flags

All custom Storyteller FlagMates

All other custom and personalised Storyteller Products

 

UK Refunds

We aim to process your return within 48 hours of receiving your parcel, however, under some circumstances this could take up to 14 days. When the return is processed, you will receive an email confirming your refund. The refund will usually take between 5 and 7 days from receipt of your email for your account to be credited, however some payment types and payment providers can take up to 14 days to credit your account.

Can you refund to a different credit/debit card?

Unfortunately, we are unable to refund to a different credit/debit card than that which was used to make the initial transaction.  If you are returning an item and the original card used to purchase the item is no longer working (i.e. expired/voided), we will refund you with a Storyteller Gift Card.

International Refunds

Once your parcel has been received by us, we will send you an email to confirm receipt and let you know your refund has been issued.

The time it takes for your parcel to reach us can vary depending on where you are returning it from. An estimate of time taken to receive a parcel to the UK is as follows:

  • Australia – 7 working days
  • USA- 10 working days
  • Ireland- 14 working days
  • France and Germany- 14 working days
  • Spain and Italy- 15 working days
  • Rest of the world- between 21 and 25 working days

Working days does not include weekends or bank holidays.

If you still have not received an email from us confirming receipt of your item after the timescale shown above has passed, please email us at hello@storytellertravel.co.uk with your delivery details and we will get back to you as soon as possible.

Please note, we cannot be held responsible for anything lost or damaged in transit.

For further details about our refund policy, please refer to our Terms and Conditions.

Promotional discounts

Where promotional discounts have been applied, the discount will be applied to each item in the basket. In the event of a return, you will only be refunded the amount that has been paid.

If the order included a free promotional item/gift, this item must be included with the return of any related items.

When promotional discounts have been applied, you have 28 days to return or exchange the item(s).

Please note promotional discount codes may not work if the product is already on sale.

A promotion or sale started after I made my purchase!

We don’t want you to miss out entirely! If you placed your order within 24 hours of the start or end of a promotion, then reach out to us and we are happy to apply the promotional discount to your products. Anything outside of the 24 hour period, unfortunately is not applicable.

International Taxes, Duties and Delivery Charges

For orders shipped outside of the European Union, we cannot return any taxes, duties or delivery charges associated with your order, you will only be refunded the Tax Free Price of the products returned.

Some countries operates a scheme which allows consumers to reclaim import taxes and duties, however this will require a specific application by you, your government or local authority. Unfortunately, we are unable to support these applications or support the return of import taxes and duties in the countries that do not offer this scheme.