Frequently Asked Questions

Here are the answers to frequently asked questions by Made of Stories customers.

Where can I find a size guide?

 

Sizing directions and guides are included on each one of the product pages as each product has different sizing recommendations. You will find the sizing guidelines either in the description of the product or on the last image of the listing. Should you be unsure of which size to select, drop us a note on the chat or via email

How can I contact you and when can I expect an answer?

 

You can contact us via this contact form, email or phone. The most effective way to get a response to order related enquiries is via email. You can expect an answer from us within 48 hours. Please remember that there are real people on the receiving end of your emails and we expect you to be as nice to us as we are to you. 

When can I find you?

 

Our customer service working hours are 10 am - 6 pm Monday-Friday (excluding UK Bank holidays).

How can I choose the right size?

 

Most of the products include a sizing chart on the listing. Please follow it carefully and contact us if you have any questions about the best one to choose according to the way you'd like it to fit.

Can I cancel or alter my order?

You can cancel or change your order within 2 hours of placing the order or by 9 pm the same day (whatever is latest). Once your order has been processed, it can't be cancelled. If when the item arrives, you no longer want it, you can return it to us for a full refund (as per refund terms below).

Where is my order?

Prior to contacting us to track your order, please follow the below steps:

1. Check the product listing of the products you ordered to get an estimate of when your order should be arriving. If it's still within the given timeframe, it would be best to wait and/or check the tracking information as per step 2.

2. Check the tracking information. Your shipping confirmation includes a tracking code and the carrier. If a tracking link hasn't been provided on the email; type in a search engine 'tracking *add the name of the carrier as per email*' and use the tracking code provided. We're very sorry, often, a tracking link isn't listed on the email - as this is how our system works.

Can I exchange my item?

 

The fastest way to change an item to a different size or style is by contacting us to return the existing one and order a new on the website. The return of the existing one will be treated in the same way as the returns and refunds below. We don't accept exchanges only for personalised items or underwear items (swimwear included) for hygiene reasons.

Can I return an item and get a refund?

 

Of course, you can. You can return an item within 14 days of receipt. Should you wish to return an item, please contact us and we'll send you a pre-paid return label (for UK customers only) and the return address. From the day we send you the label, should you wish to take advantage of the free return service, you will have to post it by the date we state in our email. Once we confirm receipt of the item at our facilities we'll issue a full refund. We don't accept returns only for personalised items or underwear items (swimwear and socks included) for hygiene reasons.

I didn't receive an order confirmation or shipping confirmation email. What shall I do?

 

Please check your spam folder. Also, please check that you haven't subscribed and unsubscribed from our emails as doing so will mean that you won't receive even any order related emails either. If you haven't got an email from us, please contact us and we'll look into it.  

The product I received doesn't look right. What are my options?

 

Although we do make our best efforts to ensure the best quality, it might happen that the product quality is not of standard, or you received the wrong item.

If the product quality or design doesn't look as described on the product listing, please reach out to us, including images describing the issue. We can either offer a return and refund or a replacement that meets the standards. We might ask you to ship the original product back to us and we'll cover the return postage fees. It will depend though on a case by case basis.

I've noticed an error on one of the products. What shall I do?

 

We try to ensure that information is as correct as possible on the website. However, on the rare occasion you happen to spot something that doesn't look right, please drop us a note and we'll clarify and/or get it fixed. For more information on any errors or inaccuracies, please read our Terms & Conditions.

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© 2020 by ROÉLL LTD, London, United Kingdom.

Contact us at info@madeofstoriesshop.com

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