Returns
Returns & order changes.
These conditions are in effect and apply to every order.
Before production begins
Every piece begins with a design you approve — and until you approve it, nothing is made. Before production of your piece has started, you may change your design or cancel your order freely. No fees, no forms, no fine print: just write to us, and we will confirm the change in writing.
Once production has begun
A commissioned piece is made for you alone, from materials committed to your order. Once production has started, the specific conditions of your order — what can be changed, and what applies if you need to cancel — are set out in the terms you agree to at approval, and summarized in writing before any payment is taken. We will never surprise you with a condition you were not shown.
Damaged or defective pieces
If your piece arrives damaged or with a defect, write to us within 14 days of delivery with a photo, and we will make it right — repair, replacement, or a full refund of what you paid, at your choice. We insure every shipment for exactly this reason.
How to reach us
All requests — changes, cancellations, damage claims — begin with a simple email to hello@storyandhour.com. We reply within 1–2 business days, and we confirm every resolution in writing.
Returns questions, answered honestly
Can I cancel or change my order before production begins?
Yes — freely. Until you approve a design, nothing is made; before production of your piece has started, you may change your design or cancel with no fees and no forms. We confirm every change in writing.
Can I return a piece once production has begun?
A commissioned piece is made for you alone. Once production has started, what can be changed or cancelled is set out in the terms you agree to at approval — and summarized in writing before any payment is taken, so nothing comes as a surprise.
What if my piece arrives damaged or defective?
Write to us within 14 days of delivery with a photo, and we will make it right — repair, replacement, or a full refund of what you paid, at your choice. Every shipment is insured for exactly this reason.
How do I reach you about a change, cancellation, or damage claim?
All requests begin with a simple email to hello@storyandhour.com. We reply within 1–2 business days and confirm every resolution in writing.