Cancellations, returns, and problems
Returns & Refunds
This policy gives a clear baseline for unwanted items, cancellations, damaged or incorrect orders, return shipping, and refunds. Mandatory rights in your location still apply.
01
Before sending anything back
Contact StoryCrystal through the Contact page with the order number and reason for the request. Wait for return instructions before shipping. An unauthorised return may go to the wrong location or delay identification and refund.
02
Unwanted items
Unless a longer period is stated before purchase, request a return within 14 calendar days after delivery. Send the item back within 14 calendar days after return instructions are provided. It must be unused, unworn, unaltered, and returned with the supplied parts and protective packaging so it can be inspected.
03
Items that may be excluded
A lawful exclusion may apply to made-to-order, personalised, altered, sealed hygiene-sensitive, or otherwise non-returnable items, but only where the exclusion and relevant reason are made clear before purchase. This does not remove rights for an item that is faulty, damaged, misdescribed, or incorrect.
04
Damaged, faulty, or incorrect items
Contact us as soon as reasonably possible with the order reference, a description, and clear photographs of the item and packaging. Keep the item and packaging while the case is reviewed. Where the claim is confirmed, StoryCrystal will provide the repair, replacement, return, refund, or other remedy required by applicable law and the accepted order terms.
05
Return shipping
For an unwanted-item return, the customer pays return shipping unless the accepted order or mandatory law says otherwise. For a confirmed damaged, faulty, misdescribed, or incorrect item, StoryCrystal will provide or reimburse a reasonable return method where required. Use tracking and suitable packaging; keep the receipt until the return is resolved.
06
Refunds
Approved refunds are sent to the original payment method. We aim to process them promptly after the returned item is received and inspected, or after sufficient evidence of return is provided where applicable. Banks and payment providers may need additional time to display the credit. Original standard delivery charges are refunded when the accepted policy or mandatory law requires it; upgrades and unrelated costs may be excluded.
07
Cancellation before dispatch
Contact us promptly if you want to cancel. A cancellation is not guaranteed after preparation or dispatch begins, but any applicable statutory cancellation right remains available. If an order is cancelled before acceptance or dispatch, any captured payment will be returned through the original method.
Do not publish private payment details in a message. Include only the order number, the email used for the order, the problem, and relevant photographs.