Refund policy

Orders

How are your products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at contact@isingyourstory.com.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at contact@isingyourstory.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Returns & Refunds

Returns

We want you to be happy with your purchase. If there is an issue with your order, please contact us at contact@isingyourstory.com and we'll be happy to help.

Do you offer returns?

If you are located outside the European Union, we do not offer returns or exchanges unless your item is defective, damaged, or incorrect.

If your order is shipped to a country within the European Union, your statutory right of withdrawal (see "European Union 14-Day Cooling-Off Period" below) applies.

Can I exchange an item for a different size or color?

We currently do not offer exchanges. Please review our sizing charts carefully before placing your order.

If you receive a mislabeled item, please contact us at contact@isingyourstory.com within 7 days of delivery. Include your order number and photos of the item, and we will arrange a replacement or refund.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and work to resolve it as quickly as possible.

Exceptions / Non-Returnable Items

The following items cannot be returned or cancelled where permitted by applicable law:

  • Personalized or custom-made products

  • Digital products once the download has begun with your prior consent

  • Perishable goods (such as food, flowers, or plants)

  • Personal care goods

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

Please contact us if you have any questions regarding your specific order.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, please notify us by email at contact@isingyourstory.com with a clear statement of your decision to withdraw from the purchase.

After notifying us, you must return the goods within 14 days.

Returned items must be:

  • unused and unworn;

  • in their original condition;

  • with all tags attached (where applicable);

  • in their original packaging;

  • accompanied by proof of purchase.

Unless the item is defective or incorrect, customers are responsible for the cost of return shipping.

Once we have received and inspected the returned item, we will issue your refund within 14 days using the original payment method.

The right of withdrawal does not apply to personalized or custom-made products or to digital products once the download has begun with your prior consent, as permitted under applicable EU consumer law.