Refund policy

1. Return Policy

We gladly accept returns for unworn, unwashed, and undamaged merchandise with original tags attached within 30 days of the delivery date.

  • Non-Returnable Items (Final Sale):

    • Clearance or special discount items.

    • Accessories (earrings, jewelry, etc.), masks, and undergarments.

    • Items with the "Final Sale" label.

    • Gift cards and E-gift cards.

  • Return Conditions:

    • Items must be returned in their original packaging (polybags/boxes).

    • If the item smells of cosmetics, perfume, or other odors, it will be considered "worn" and will not be accepted.

  • Refund Method:

    • Refunds will be issued to your original method of payment after we inspect the returned goods.

    • Please note that original shipping charges are non-refundable.

2. Return Fees & Duties

  • Return Shipping: For returns due to change of mind (size/color preference), the customer is responsible for return shipping costs.

  • Deductions: All return shipping fees and any incurred customs duties/taxes for the return shipment will be deducted from your total refund amount.

  • Important: Please ensure that you obtain a tracking number for your return package. Storynine is not responsible for any lost or stolen items during the return transit.

3. How to Return

  1. Contact our Customer Service team at [story9world@gmail.com] or submit a request via our [storynine.store] with your order number.

  2. Obtain a Return Authorization (RA) from us before sending the items back.

  3. Note: Do not send items back without authorization, as unauthorized packages may be returned to the sender.

4. Exchanges

  • Size/Fit: If you need a different size, please contact us first. If the item is in stock, we will assist you with the exchange process. Customer is responsible for exchange shipping fees.

  • Style/Color: If you wish to exchange for a different style or color, we recommend placing a new order for the desired item and requesting a return for your original order. Once the original item is received at our warehouse, a full refund will be processed (excluding original shipping fees).

5. Defective/Incorrect Items

We sincerely apologize if you received a defective or incorrect item.

For defective or incorrect items, Storynine will cover the return shipping costs.

  • Please email us at story9world@gmail.com with photos of the defect or the incorrect item received. We will prioritize a quick resolution, including replacement or refund.

6. Product Characteristics (Not considered defects)

Please note that the following characteristics are inherent to our product materials and are not considered manufacturer defects:

  • Knitwear: Slight variations in yarn color (especially in ivory/light shades) and natural stretching due to the nature of the material.

  • Denim: Minor traces of sand or stone from the washing process.

  • Natural Cutting: Raw-edge finishes that may have slight fraying, which is a design feature.

  • Fur (Real/Faux): Slight variations in hair length or color, and potential shedding during initial wear.

  • Pleats: Hand-crafted pleats may have slight irregularities at seams.

  • Spangles/Sequins: Delicate materials that may experience minor shedding with movement.