At www.storyz.one, we are committed to ensuring a smooth and satisfactory delivery and return process for our customers. Please review the following policy to understand how we handle shipping, returns, and related procedures.
1. Delivery Information
Delivery Area: We currently deliver to all countries within the European Union (EU). Unfortunately, we do not ship outside the EU at this time.
Delivery Time: After you place your order and it is confirmed, your furniture will typically arrive within 3 to 4 weeks. Delivery times may vary based on the availability of the products, your location, and any potential delays during transportation or customs clearance.
Delivery Method: We partner with Dachser, a trusted and experienced logistics provider, to ensure that your furniture reaches you in perfect condition. Deliveries are made to the door of your building. Please note that delivery does not include inside placement, unpacking, or assembly services unless explicitly arranged.
Delivery Costs: Standard delivery is included in the price of the product. Any additional services, such as special handling, delivery to upper floors, or assistance inside your residence, may incur extra charges.
Failed Deliveries and Re-Delivery Charges: If a delivery attempt is made at the agreed time but you are not available to receive it, a re-delivery will be required. This re-delivery will be subject to an additional charge ranging from 20 to 40 euros, depending on your region. We will coordinate the re-delivery with you to ensure it happens at a convenient time. Please ensure that someone is present at the delivery location to avoid these charges.
Delivery Tracking: Once your order is dispatched, we will provide you with tracking information via email. This will allow you to monitor the progress of your delivery and stay informed about its estimated arrival time.
2. Returns and Refunds
If you are not fully satisfied with your purchase, you can return it under the following conditions:
Return Period: You have 14 days from the date of receiving your order to initiate a return. The furniture must be in its original condition, unused, unassembled, and returned in its original packaging.
Return Procedure:
Contact us at hello@storyz.one within the 14-day period, providing your order details and reason for the return.
We will send you the return instructions, including the return address and any other necessary information.
Pack the item securely in its original packaging and return it to us using a trackable shipping method to ensure safe and verifiable delivery.
Return Shipping Costs: The cost of return shipping is borne by the customer. You are responsible for choosing a reliable courier service to return the item. We highly recommend using a trackable shipping method to avoid any issues with lost or delayed packages.
Refund Process: Once we receive and inspect the returned product to confirm it is in its original, unused, and unassembled condition, we will process your refund. Refunds will be issued to the original payment method within 14 days of receiving the returned item.
Non-Returnable Items: Products that have been assembled, used, or are not in their original packaging are not eligible for return. Custom-made or personalized items are also non-returnable, though this currently does not apply as we do not offer custom orders.
3. Damaged or Defective Products
If you receive an item that is damaged, defective, or does not match the description, please contact us immediately at hello@storyz.one so we can resolve the issue quickly. We may offer a replacement, repair, or refund depending on the nature of the defect.
To help us process your request faster, please provide the following information:
A detailed description of the defect or damage.
Photos showing the problem.
Your order number and contact details.
We will respond as quickly as possible to arrange a solution that works for you.
4. Order Cancellation
You may cancel your order at any time before it has been dispatched. To cancel your order, please contact us at hello@storyz.one. If the order has already been shipped, cancellation is no longer possible, and you must follow the return process after receiving the item.
5. Re-Delivery Charges
If a delivery attempt is unsuccessful due to the absence of a recipient at the agreed time and location, a re-delivery feewill be applied. This fee will depend on the delivery region and will range from 20 to 40 euros. Please ensure you are available to avoid incurring this additional cost.
6. Warranty and Product Support
All our products come with a two-year warranty that covers defects in materials and workmanship. This warranty does not cover normal wear and tear, misuse, or damage resulting from improper assembly or handling.
If you experience any issues with your product within the warranty period, please contact us at hello@storyz.one with your order details, and we will assist you in resolving the issue.
7. Contact Information
For any questions or concerns related to delivery, returns, cancellations, or other inquiries, please reach out to us:
Email: hello@storyz.one
Phone: +371 24 863 129
Address: Lielvārdes iela 105 – 49, Rīga, LV-1084
We are here to assist you and ensure you have a pleasant experience with SIA Lames and www.storyz.one.
