ORDERS
How do I track my order ?
You will receive a tracking link via email when your order ships out.
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I received a defective / wrong / damaged product, what should I do?
Any claims for misprinted / damaged / defective items must be submitted within 1 week after the product is received.
RETURNS
What is the return policy?
We don’t offer returns and exchanges for products without any defect or due to a wrong size being ordered. If any of these situation occur please note that you would have to handle the expenses by placing a new order. However, if there’s something wrong with your order, please let us know by contacting hellostoriesdesigns@gmail.com
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Do you offer refunds?
Refunds are only offered to customers who received the wrong or damaged items. If any of these apply, please contact hellostoriesdesigns@gmail.com with photos of the items and we’ll sort that out for you.
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Can I exchange an item for a different size/color?
At this time, we don't offer exchanges for products ordered with a wrong size/color.
DELIVERY
When will I receive my order?
It usually takes 1-6 business days to create your products and an average of 1-4 business days to ship your order for most products and destinations.​ You can see all the details on the shipping page.
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Will I be charged customs and/or tax fees for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases as you are responsible for any unpaid fees.
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My order should be here by now, but I still didn't receive it. What should I do?
Please go through the following steps:
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Check your shipping confirmation email for any mistakes in the delivery address.
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If you found a mistake, we can send you a replacement order, but shipping will be at your own cost.
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Ask your local post office if they have your package.
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If the tracking information states that the order was delivered, it will unfortunately not be our responsibility anymore.
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Stop by your neighbors in case the courier left the package with them.
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If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch at hellostoriesdesigns@gmail.com with your order number. Please note that all claims must be submitted no more than 1 week after the estimated delivery date.
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GENERAL
What is the currency of the website ?
The website offers Swiss Francs (CHF) as a currency so please note that some banks may charge for conversion rate depending on the payment method.
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How do I report a problem with my order ?
Please send an email to hellostoriesdesigns@gmail.com explaining the issue including photos with your report if possible to avoid delays.
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Can I resell a product ?
Items are for personal use and cannot be resold, redistributed, or used for any commercial purposes.
Can I personalize a product ?
Modifications are subject to the supplier’s availabilities and therefore are harder to apply but we will be happy to review the request and see if we can make it possible.