FAQ

1. How long will it take to receive my purchase?

When you receive an order confirmation, we will ship the order within 1-3 days. Normally we try to ship the goods the day you order – if you order before 12 o’clock on a working day.

You may expect extra delivery time during holidays and feasts. The jewelleries will be delivered within 1-5 working days inside The Netherlands and the EU within 7 working days. Storiestotell will not be held responsible for any delay or failure. 

2. How do I know my order has been processed?

When you have made an order at the shop and payed with your card you will get a receipt by mail. Your receipt confirm that you have placed an order. When we process your order, you will get a final confirmation. We will then pack your order and you will get the invoice when we ship your jewelleries. 

3. Can I cancel an order?

To cancel your order, please send us an email to info@storiestotelljewellery.com 
We ship our orders 1-3 days after your purchase. In case you want to cancel your order but the product has already been shipped, you can ship it back to us. In this case, we will not provide you a verzendlabel as this will be at your own cost. When we receive the order at our office, we will proceed with a refund. 

4. Do you accept returns and will I get a refund?

You can return the jewellery within 14 days, from the day that you have received the products.The jewelleries should always be returned in their original packaging. Enclose always original invoice.

In case you want to exchange for another item with the same or difference price, please contact us at info@storiestotelljewellery.com 

If you return a jewellery the money will be refund to the card that was used to place the order. The products must be returned in their original packaging and documentation must be attached.

5. I’ve received a faulty/ wrong item, what should I do?

In the case of a damaged or faulty item please contact us directly at info@storiestotelljewellery.com, by sending over a picture of the item and your order reference number. We will then send you a return label, which will allow you to return your order to us at our expense. We will try to repair the item or issue store credit.

(If you receive a proved defective piece we're able to either ship a new item or provide store credit in its value. If a refund is demanded the item must be returned to our office at your own expenses.)

6. I still haven’t received my order, what can I do?

If you have not received your order after the estimated time, we always advise you to check the tracking of your parcel.
If the parcel is reported to the courier, but not yet sent, we are still busy packing your order and having it shipped as soon as possible. If your order is stuck in the sorting stage for more than a couple of days, we ask that you to send an email to info@storiestotelljewellery.com with your order reference, so we can check the status of your order. 
If your package is listed as delivered, but you have not received it, please check your mailbox for a note from the courier.


7. How do I return my order?

If you have received an order from us, but are not completely satisfied, you have the option of returning the order within 14 days of receiving it. 

To return your order, follow the steps listed below. 
 
1. Please fill in the returns form (this can be found inside your package).
2. Pack the products in the original shipping box or any other solid carton. Make sure to include the return form and the original invoice in the box. Close the box and tape it securely.
3. Send the package with tracking to:

Storiestotell
Papegaaistraat 6
3061CW, Rotterdam
Nederland

Please note: We do not cover the costs of returning your order, so we strongly recommend you send your parcel with tracking and keep proof of postage. If the product gets lost this is not our responsibility.