Refund policy

Our Happiness Promise: Returns & Refunds

We want you to cherish the story you’ve brought into your home. If for any reason you’re not completely happy with your order, we are here to help.

1. Changing Your Mind

We understand that sometimes things aren't quite right. You are welcome to return your order within 14 days of receiving it.

Our Only Ask: Please ensure the returned items are unused, in their original packaging, and in the same beautiful condition that you received them.

How to Start a Return: Simply contact us via our website's Contact Form or email us at heidi@storytimescarves.com within 14 days of delivery.

Sending Your Item Back: Once you've notified us, you have another 14 days to post the item back. The return postage is your responsibility, and we highly recommend using a tracked service as we cannot be responsible for items lost in transit.

Your Refund: As soon as your returned item arrives safely with us, we will process a full refund to your original payment method within 14 days.

2. If Something Isn't Quite Right (Damaged or Faulty Items)

Each storytelling toy is carefully crafted and checked before it begins its journey to you. If your order arrives damaged or faulty in any way, please let us know within 14 days of delivery.

- Please contact us with your order number, a brief description, and photos of the issue.

- We will arrange for a replacement, a repair, or a full refund. We will, of course, cover the cost of return postage for any faulty items.

3. Adjusting or Cancelling Your Order

As each toy is made to order, we begin preparing its story shortly after you place your order.

If you need to cancel, please contact us within 5 hours of your purchase for a full, immediate refund.

After 5 hours, your order will already be in the crafting process. In that case, you will need to follow our standard return process once the item arrives.

How to Contact Us

For any return or refund query, please get in touch via our Contact Form or by emailing us at heidi@storytimescarves.com. Please include your name and order number so we can help you as quickly as possible.