Exchanges & Returns


Please read through our terms and conditions (Agreement) carefully before placing your order.

This forms the contract between you (the purchaser) and the creator, with Story of Things acting as facilitator.

WHAT IS YOUR RETURN POLICY?
At Story of Things it is really important to us that you are happy with your purchase. We stand by all of our wares and creators and do our very best with photography and product descriptions, but if your purchase is in some way faulty, has been wrongly described or is different to the product purchased on the website you can return it and choose between a refund, exchange or store credit. See below for our returns process.

Many of the items on the Story of Things website are bespoke and/or handmade, and are perfectly imperfect. Please read all product descriptions carefully. Small marks and inconsistencies are not considered faults on these items. If you like things shiny, manufactured by machinery, and completely perfect then this may not be the best place for you. Please be aware that choosing items online can be difficult.

Our photos are true to colour however your screen may not be. So you may need to calibrate your computer screen so your colours show accurately.

SPECIAL EXCEPTIONS
Unfortunately Story of Things and our creators cannot accept returns on the following items unless faulty or where otherwise required by Australian Consumer Law:

  • Items that are “made to order” like original and/ or commissioned artworks and custom made furniture. Made to order goods are clearly marked on the product description page.
  • Earrings
  • Sale items

WHAT HAPPENS IF MY ITEM ARRIVES DAMAGED?
At Story of Things our creators take great care to ensure that their goods are packed securely so they arrive at your door in perfect condition. However accidents do happen in transit, so if you do receive an item that you feel is damaged, email us at return@storyofthings.com.au within 3 business days following delivery describing the damage, attaching photographs of the outside of the package and the inside of the damaged item. Our creators will offer a repair, exchange or refund if the item is deemed to be damaged. If we require the goods be returned to the creator for inspection, we will email you their address.

See “What is your return process on damaged or faulty items?” for full details on our return process. 

WHAT IF MY PRODUCT IS FAULTY?
We stand by all our creators  and their wares but if your purchase is in some way faulty or not as described, email us at return@storyofthings.com.au within 3 business days following delivery describing the fault, and attaching photographs of the item. Our creators will offer a repair, exchange or refund if we deem the item to be faulty. If we require the goods be returned to the creator for inspection, we will email you their address.

See “What is your return process on damaged or faulty items?” for full details on our return process.

WHAT IS YOUR RETURN PROCESS ON DAMAGED OR FAILTY ITEMS?
Story of Things represents individual Creators from around the country. As your goods are coming directly from the creators studio/ warehouse locations in various locations across Australia, to have your return and/or exchange processed we ask that you carefully follow the conditions below to make your return process as easy and risk free as possible:

  • You must email us at return@storyofthings.com.au to register your return within 3 business days of receiving your items, explaining the problem and the outcome you would like (ie repair, replacement or refund). Please attach photographic evidence of the damaged or faulty goods and proof of purchase.
  • Story of Things will pass on the details to the creators to assess your request and get back to you with a response in a reasonable timeframe.
  • Once the creator accepts your request we will send you a confirmation of receipt and return address of our creator to send the items to.
  • We will let you know if a damaged items needs to be return once we hear from the creator. Any returns received without prior notice will not be accepted.
  • If we deem that an item needs to be returned, you must return items within 14 days of our confirmation receipt above.
  • Return your item with proof of purchase.
  • Returned items must be adequately packaged for safe delivery back to the creator as we cannot accept any responsibility for lost or damaged items.
  • Our creators reserve the right to deny a refund or exchange if the product is returned in poor condition/broken due to improper packaging for transit back to the creator, so please take extra care.

We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a remedy until the item has been received by the creator.

If the item is found not to have a problem, you will be required to pay the transport and/or inspection costs.

*Please see below for conditions on change of mind.

I THINK I'VE CHANGED MY MIND?
If you change your mind on your purchase and decide to return your goods, you will be given the option of either a Story of Things store credit or an exchange with the creators who made your items from the Story of Things online store. Please email us at return@storyofthings.com.au within 3 business days following delivery to discuss your options. 

  • To have a return processed for change of mind you must contact Story of Things at return@storyofthings.com.au within 3 business days of receiving your goods to register your return. Story of Things will then issue you with a confirmation receipt and return address once we receive your initial notification.
  • You must return items within 14 days of our confirmation receipt above.
  • Return your item with proof of purchase.
  • Items being returned must be in as new condition with all original packaging, labels and tags.
  • Returned items must be adequately packaged for safe delivery back to the creator as we cannot accept any responsibility for lost or damaged items.
  • Story of Things reserves the right to deny a store credit or exchange if the product is returned in poor condition/broken due to improper packaging for transit back to the creator, so please take extra care.
  • Unless the item is faulty or the incorrect item has been shipped, shipping costs to return an item are non-refundable. The shipping cost on your original order is also non refundable.
  • You are entitled to one change of mind only per order.

We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a store credit or exchange until the item has been received.

PLEASE NOTE
Store credits are valid for 1 year from the date of issue, unless specified otherwise.

CUSTOMER INFORMAION
Please ensure you provide us with the correct delivery address at the time of ordering. Story of Things cannot be held responsible for any loss or damage that you may suffer as a result of incorrect shipping details. Goods returned due to incorrect shipping information will incur shipping charges to re-post.