Frequently Asked Questions
Everything you need to know about shopping at Story Online
What is the shipping policy for Story Online?
We offer express home delivery within 3-5 business days. Shipping is free on orders over a certain amount, while a flat rate applies to smaller orders. You will receive a tracking link via email as soon as your package leaves our warehouse.
How can I return or exchange an item?
You can return any unworn item with tags attached within 14 days of receipt. Returns can be made for free at any of our physical Story branches or via a courier service for a nominal fee. Refunds are processed to the original payment method.
Are the brands sold on Story Online authentic?
Yes, Story is an official importer and authorized retailer for all brands featured on our site. We guarantee that every product—from Veja sneakers to AllSaints apparel—is 100% authentic and sourced directly from the manufacturers.
Which payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), as well as digital wallets like Apple Pay and Google Pay. Our checkout process is fully encrypted and secure.
How do I know which size to choose?
Each product page includes a detailed size guide specific to that brand. Since we host international brands, we provide conversion charts for US, UK, and EU sizing to help you find the perfect fit.
Can I cancel my order after it has been placed?
Orders can be cancelled within one hour of placement by contacting our customer service team. Once an order has entered the fulfillment process, it cannot be cancelled but can be returned once received.