faq
Promotions
what are the terms and conditions for the labor day sale?
buy one, get two items free terms & conditions: starting 08.30.23 at 12pm et to 09.04.23 at 11:59pm et. for each item purchased, get two (2) items free. new and discounted items are eligible for purchase during the sale, while supplies last. must add at least three (3) items to your cart and the item(s) of equal value or the lowest priced item(s) in your cart will automatically be reduced to $0. standard shipping rates will apply. cannot be combined with other discounts, promotions, or to purchase gift cards. any fraudulent orders will be cancelled. all orders are final sale, no returns or exchanges.
general information
an item i am interested in is out of stock. can i sign up for a restock notification?
most of our products are limited edition and will not be restocked once they’re sold out.
can i cancel my order?
please email our customer service team at contact@stori.com where our team can check on the status of your order. to ensure your order is packaged as quickly as possible, we are unable to cancel orders once they are processed.
do you offer a loyalty rewards program?
we do not offer a rewards platform currently.
do you have a size guide?
yes, our size guide can be found here: https://stori.com/pages/size-chart.
returns
what is stori’s return policy?
we are happy to accept returns within 30 days of your order's delivery date.
items must be returned in their original condition (unworn, unwashed, unaltered, unused, and still have tags attached) to receive your choice of store credit or a refund back to the original payment method. to submit a return, please head to our returns portal here: stori returns portal.
once we receive your return, you will receive your store credit or refund for the retail value of the item(s) purchased.
please note, orders placed separately cannot be returned together. you will need to submit separate returns to ensure you do not experience a delay in the return process.
exclusions & final sale items: all discounted, promotional and sale items including all items purchased during any promos (i.e. black friday sale, bogo deals, etc.) are final sale and cannot be returned.
international/apo returns: customers are responsible for return shipments and costs. we will only be able to issue a refund once we receive the item(s) at our warehouse. once you have dropped off your item with your shipping carrier, please be sure to reach out to our customer service team at contact@stori.com to provide us with your package's tracking number. we do not assume responsibility for reimbursement or compensation of returned packages lost in transit.
to see our full policy, click here.
how do i make a return?
please follow the stori returns link to file a return request: click here
can i return an item if i wash it or remove the tags?
no, returned items must be unwashed with tags attached in their original condition.
is there a time limit on returns?
we accept returns within 30 days from your order's delivery date. we will not be able to accept any returns requested after this 30 day window. all discounted, promotional and sale items, including all items purchased during any promos (i.e. black friday sale, bogo deals, etc.) are final sale and cannot be returned.
do you offer exchanges?
we do not offer exchanges, only refunds and in-store credit.
do you offer returns on international and apo/fpo/dpo orders?
we do not offer pre-paid return shipping labels for international or apo/fpo/dpo returns. if you pay to send the item(s) back to us, please contact customer service at contact@stori.com with your tracking information. once the item(s) arrives at our warehouse, we will issue a refund.
do i have to use the pre-paid return shipping label provided to me?
yes, you will have to use the pre-paid return shipping label that we provide. if not, there are no guarantees that we will receive your package, which will result in not receiving a refund or in-store credit. **this does not apply to international customers.
can i return multiple orders in one package?
no, you would need to process separate returns to ensure you do not experience a delay in receiving your refund. if you have any questions, please contact our customer service team at contact@stori.com
can i exchange my items instead of submitting a return?
we do not currently offer exchanges. we only offer returns for your choice of store credit or a refund back to the original payment method for the retail value paid for your item(s). please note, all discounted, promotional and sale items, including all items purchased during any promos (i.e. black friday sale, bogo deals, etc.) are final sale and cannot be returned.
can i return a gift i received?
yes, you can return a gift but it must be within 30 days of its delivery date and not final sale. you must have the original order number and zip code it was delivered to in order to move forward with the return. items must be returned in their original condition (unworn, unwashed, unaltered, unused, and still have tags attached) to receive store credit. to submit a return, please head to our returns portal and follow the instructions here: stori returns portal.
if you have any questions, please reach out to our customer support team at contact@stori.com who will be happy to assist.
payments, promo codes, gift cards
what payment methods do you allow?
visa, mastercard, discover, american express, shop pay, and shop pay installments
how do i apply a discount code?
you can apply your discount code during the checkout process, located under your order summary.
during any promos (i.e. black friday sale, bogo deals, etc.), additional discount codes will not work.
discount codes can only be used one at a time, and cannot be combined.
how do i use my gift card?
you can apply your gift card code at checkout, located under your order summary.
gift cards can be used at any time before its expiration date. if you do not know when your gift card expires, check the email you received your gift card code. you can also reach out to our customer service team at contact@stori.com who can assist if you are having trouble locating it.
orders
what do i do if my order is damaged?
we are so sorry to hear you have received a faulty item. please send the following info to contact@stori.com: your order number, the name of the damaged item, a photo that shows the damage as clearly as possible, a full-length image of the product, and a photo of the attached stori logo and label.
i received the wrong item. what can be done?
we're sorry you received the wrong item. please reach out to contact@stori.com with the following: your order number, the item you received, an image of the item you received (with the tags) and the item that you originally purchased. we will send you a return label, upon receiving the item(s) back in our warehouse, we will ship the correct item(s) to you.
what items are final sale?
all discounted, promotional and sale items are final sale and cannot be returned. this includes all purchases made during any promos (i.e. black friday sale, bogo deals, etc.).
do you offer price adjustments?
we do not offer any price adjustments on past orders. however, if there is an issue with your order, please contact our customer service team at contact@stori.com who can assist.
shipping
when will my order ship?
when your order is packaged and ready to go, we will send you an e-mail notification with your shipping tracking number and a link to where you can track it online.
for domestic shipments, please allow at least 5-7 business days for the package to be delivered.
for international shipments, please allow up to 30-45 business days for your package to be delivered.
orders placed on saturdays and sundays, during promotions (i.e. black friday sale, bogo deals, etc.) and around holidays may take additional time processing due to increased order volume and shipping carrier delays/schedules. rest assured, our team's goal is to get your order to you as quickly as possible, even during these times. we appreciate your patience!
if you have any questions about your estimated delivery time, please reach out to our customer service team at contact@stori.com who can assist.
if i place multiple orders, should i expect to receive multiple packages or one package?
if you place multiple orders on our website, they will be shipped in separate packages. all items purchased in one order will be shipped in the same package. to ensure you receive your packages as quickly as possible, we are unable to edit orders and combine them into one package. standard shipping rates will apply.
do you ship to p.o. boxes?
yes, we do ship to p.o. boxes.
do you ship to apo/fpo/dpo addresses?
yes, we do ship to apo/fpo/dpo addresses.
do you ship internationally?
yes, we do. international shipments can take up to 30-45 business days to be delivered. we are not responsible for any customs restrictions, tariffs, or other regulations that may apply to countries outside of the united states. please check to see if your country allows the shipment of our products. you may be responsible for paying additional dues and taxes.
if, for whatever reason, your order is seized by customs, we will issue you a refund for the retail amount once all products are returned to us in their original condition, per our return policy.