Shipping

UK
Complimentary shipping for orders above £150
For orders below £150:
DPD Next Day - £5 (1-2 days)

USA
Complimentary shipping for orders over £250
For orders below £250:
FedEx International Priority - £15 (1-3 days)

Please note: Following recent changes to US import rules and the end of the tax de minimis exemption (effective 29 August), all US orders are now subject to import tax and duty. These charges are calculated and shown at checkout, in addition to the shipping fee. We ship Delivery Duty Paid (DDP), so all taxes and duties are settled at checkout - there will be no extra charges on delivery.

Europe
Complimentary shipping for orders over £250
For orders below £250:
DHL Express - £18 (1-2 days)

Rest of world
Complimentary shipping for orders over £250
For orders below £250:
DHL Express - £20 (1-5 days)

Orders placed before 12pm on weekdays are packed and collected by our couriers the same day.

Import fees and taxes are calculated at checkout. 

Please allow 5-7 days for orders containing made to order or customised products to be dispatched.

Collect from our London studio: Free
If you would like to collect your order directly from our studio, please select Local Pickup at checkout. You’ll receive a notification when your order is ready for collection.

Our collection address is :

Story mfg.
Arch 408, Mentmore Terrace
London
UK
E8 3PH

We are available for order collection between 9:30am-5pm Monday-Friday.

Returns

We offer returns on online orders within 30 days from the date your order is fulfilled.

All online returns must first be registered through the Story mfg. Returns Portal before being sent back. The portal will provide the return options and relevant shipping instructions available for your location.

Returned items must be in their original condition, unworn, unused and without damage. Items should be returned with their original tags and packaging, including any garment bags, wrapping and complimentary items received with your order.

Sale and discounted items are eligible for return under the same terms as full-price items.

Customised products cannot be returned under our returns policy.

UK Returns

UK customers can choose from the following return options:

Exchange for a different size
You can exchange an item for a different size of the exact same product. Exchanges for a different product or colour are not available.
A free Royal Mail return label will be provided. Once your return has been received and approved, your exchange will be processed and the replacement item will be shipped to you free of charge.
Please note that exchange stock is not reserved when you submit your return request. Exchanges are subject to availability at the time your return is received and processed.

Store Credit
You can choose to return your item for Story mfg. store credit.
A free Royal Mail return label will be provided.

Refund to Original Payment Method
You can return your item for a refund to your original payment method.
You can either use a £5 prepaid Royal Mail return label, which will be deducted from your refund, or arrange and pay for your own return shipping.
The £5 label fee is charged once per return, regardless of the number of items included.

US Returns

US customers can choose between:

Store Credit
Refund to Original Payment Method

Size exchanges are not currently available for international customers outside the UK.

You can choose to use a prepaid FedEx return label charged at the equivalent of £22, converted into USD by the Returns Portal, or arrange and pay for your own return shipping.

If you use the prepaid FedEx label, the label fee will be deducted from your refund or store credit.

The FedEx label fee is charged once per return, regardless of the number of items included.

Rest of World Returns

Customers outside the UK and US can choose between:

Store Credit
Refund to Original Payment Method

Size exchanges are not currently available for international customers outside the UK.

Customers must arrange and pay for their own return shipping. We strongly recommend using a tracked and, where appropriate, insured shipping service, as you are responsible for the return until it is received by us.

Store Credit

Store credit is associated with the email address used to place the original order and can be used both online and in our store.

Store credit expires one year from the date it is issued.

Store credit and cash refunds are issued only once your return has been received and approved.

Refunds

Once your return has been received and inspected, we will process your chosen return outcome if the return meets the conditions of this policy.

Cash refunds are made to the original payment method.

If an order was paid partly using store credit and partly using another payment method, any refund to the original payment method will be returned according to the original payment split.

If an order was paid using store credit, the relevant amount will be returned as store credit.

Original shipping charges and any import duties or taxes paid on the original shipment are non-refundable.

Returns & Complimentary Gifts

If returning items from your order brings the total below the qualifying spend threshold for any complimentary gift(s), the gift(s) received as part of the promotion must also be returned.

If the gift(s) are not returned, the full retail value of the unreturned gift(s) will be deducted from the refund or store credit due to you.

International Returns & Customs

If you are arranging your own return from outside the UK, you must clearly declare the shipment as a return / returned goods.

We will not be liable for duties or taxes caused by a return being incorrectly declared. Failure to correctly declare the shipment may result in your return being sent back to you or any duties and taxes incurred being deducted from your refund or store credit.

If you arrange your own return shipping, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of customer-arranged return shipments.

Late Returns

Return requests must be submitted through the Returns Portal within our stated 30-day returns window.

Returns submitted outside of our returns policy may be declined. If a return is declined and you would like the item shipped back to you, you will be responsible for the cost of shipping and any duties or taxes incurred.

In-Store Purchases

Purchases made in-store are subject to a 30-day return policy.

For in-store purchases, we offer an exchange or credit note only.

Customs / Shipping Declarations

We cannot and will not send international shipments marked as a “gift”. Doing so would constitute an incorrect customs declaration.

Late or Missing Refunds

If you have returned an item and have not received notification that your refund has been issued, please contact hi@storymfg.com.

If you have received confirmation that your refund has been issued but have not yet received it, please check your bank account and contact your card provider if necessary.

Refunds can take up to 10 days to appear after they have been issued. This processing time is determined by your bank or payment provider and is outside our control.