Returns Policy

Storry is a Trading Name of ScanSanctuary Ltd. (“ScanSanctuary”)

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn, and in its original packaging.

To start a return, you can contact us at yourstorry@hotmail.com. If your return is accepted, we’ll send you return instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted. We recommend using a postal service that is tracked and insured, such as Special Delivery to return items; please obtain proof of postage when send. You will be responsible for any items lost in transit. You will be refunded (less postage costs) within 7 days of receiving your return. Please note, you are responsible for any postage costs incurred in returning or exchanging items. 'Free Shipping' is a promotional offer and is only applicable to the initial shipping on qualifying purchases and does not apply to postage costs incurred by the return or exchange of items.

You can always contact us for any return question at yourstorry@hotmail.com.

Damages and incorrect orders

We hope your new Storry jewellery reaches you as ordered and in perfect condition. In the unlikely event an item is defective, damaged or if you receive the wrong item, please contact us within 14 days of receipt so that we can evaluate the issue and make it right as soon as possible.  In the case of damage during delivery, please keep hold of the original packaging as we may ask you to return this to us along with the jewellery.

Please email us at yourstorry@hotmail.com with the following:

• Your order number.

• A photograph of the damaged, faulty or incorrect jewellery.

• A photograph of the damaged packaging, if applicable.

On receiving the parcel we will carefully examine the returned goods and get back to you as soon as possible to arrange a replacement once approved. 

Please note, for hygiene reasons we can only exchange items that have not been worn.

Exceptions / non-returnable items

We cannot accept:

• Earrings are non-refundable.

• Items made to a non-standard size, specifically for an order.

• Items personalised for the customer.

• Sales items are all non-refundable and non-exchangeable.

• Any One of a kind commissioned items.

• Unfortunately, we cannot accept returns on gift cards.

Exchanges

To start an exchange, please contact us at yourstorry@hotmail.com .

Exchanges can only be made if the item is unworn, in its original condition and returned in its original packaging.

Returning your items outside UK/IOM

If returning items from outside of the United Kingdom or Isle of Man, please clearly write 'Returned Goods - Fashion Accessories' on your customs declaration. If it is not clear that your package is a returned sale, and we incur customs charges as a result, we will pass these on to you. 

Should you require any further assistance or have any questions please email yourstorry@hotmail.com.

Refunds

We will notify you once we’ve received and inspected your return. Once approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellations

Please get in touch as soon as possible if you decide to cancel your order.  Please email yourstorry@hotmail.com to be advised on the order status and the possibility of an order cancellation.

If your order has been dispatched, please follow the returns policy procedure outline above.

Commissioned items or items made to a specific size or personalised cannot be cancelled once payment has been received and work undertaken to complete your order.  

Whilst all items listed are offered for sale in good faith, occasionally, for reasons beyond our control, we may not be able to fulfil your order.  If for any reason your item is unavailable, we will contact you to offer you a substitute, or refund your payment.