To request an order cancellation, contact Order Help on WhatsApp with your order number. Orders cannot be cancelled directly through the website or app. Our team will review the request based on the order’s fulfilment status. For customer-requested cancellations, a cancellation charge of 2.5% of the total amount paid will be deducted from the refund, where permitted by applicable law. This charge does not apply to cancellations caused by ShopStory or refunds required by law.

The online amount paid for Delivery Advance + COD secures dispatch and contributes toward delivery costs. If the customer refuses the parcel after dispatch, provides an incorrect or unreachable address, remains unavailable through reasonable delivery attempts, or fails to collect the parcel where collection was agreed, ShopStory may deduct the actual forward and return courier charges from the advance. Any balance remaining after those documented courier charges will be refunded. This deduction does not apply when ShopStory cancels the order, delivery fails for reasons outside the customer’s control, or an approved claim concerns a wrong, damaged or defective item.

If you receive a wrong, damaged or defective item, contact ShopStory within 12 hours of delivery. Please provide a clear, continuous unboxing video that begins with the package in its original sealed condition, before any seal or packaging is opened, and shows the complete unboxing. Relevant photos may also be requested so our team can review the claim.

Approved requests may receive a replacement or refund, depending on availability and the issue. Refund amounts and the original payment method are confirmed by our team after approval.

Returns and replacements are not available for a change of mind, incorrect selection by the customer or products that have been used, altered or damaged after delivery.