FREQUENTLY ASKED QUESTIONS
Should you not find an answer to your question here, please contact us at email@example.com. We are happy to assist you.
How do I know that my parcel has been sent?
You will receive a confirmation email from DHL with your tracking number when your parcel has left our atelier.
What are my shipping costs?
Within Germany flat 6,90 Euro / E.U. flat 15 Euro / Switzerland 20 Euro / US with UPS 30 Euro
May I return SALE items?
Please note, that we do not accept returns of SALE items. We hope for your understanding.
Where can I track my package?
Orders within Europe are shipped with DHL Germany. You will receive a confirmation email with your tracking number to be able to track your parcel.
Can I deliver to an alternative address to my billing address?
You are able to choose an alternative delivery address when you are checking out.
How do the odd product prices come about
With effect from 1.7.2021 I am obliged to pay the country specific tax for all my sales within the EU. Therefore, you will be shown your country's direct tax rate when purchasing, which may result in odd sales prices. Example: Blouse Ayline 189 Euro (19% VAT Germany) Blouse Ayline 192,17 Euro (21% VAT Spain).
What payment methods do we accept?
PayPal, Credit Card
Who pays for customs & import charges?
If the delivery is made to a non-EU country, additional customs, taxes or fees may have to be paid by the customer to the responsible authorities. You are advised to inquire about the details with customs or tax authorities in your country before ordering. We are sorry to say that we have no control over these costs, and also cannot give you any detailed information on what the costs will be, as custom policies and import duties vary widely from country to country. Please be aware that your parcel can be delayed by customs and for this reason additional charges can be applied. We apologize for any inconveniences.
I saw a product I love and now it's sold out. Will certain products be back in stock?
As some of our products sell very quickly and we only produce small quantities from leftover fabrics, we are not always able to keep up with every product that is sold out. Please contact our founder at firstname.lastname@example.org for further information.
Can I get more product information?
If you require any additional information about any of our T&t Stories products feel free to email us at email@example.com.
Did my order go through?
You will receive a confirmation email as soon as your order has been received.
Changing your address in case of a wrong address?
Once we have processed your order and it has been dispatched it's not possible to change address details. Please contact us if you have placed your order incorrectly.
Do I need an account to place an order?
You do not need an account to place an order with T&t Stories but when registering an account you will not have to fill in your address details in the future and you will always be able to see your order history as well as your current order process.
Please do also note, that we do NOT accept returns from outside the EU.
Please be informed that return costs have to be paid by the customer.
How do I return an item?
We gladly will refund your order (if not made from outside the EU) within 14 days upon receiving your purchase. All returns must be sent via registered mail in their original condition. Please email us when wishing to return a product in order to receive the return address at firstname.lastname@example.org.
We will refund any costs that you have paid to us except the postage. Only products that are in their original condition will be refunded, this will not apply if the items have been worn or washed.
How long does it take to process returns?
We try to process returns within 3 working days upon receiving them.
How do I know that you have received my return?
We will always try to handle your return as quickly as possible and you will receive an email when your return has been processed. We recommend making a note of the shipping reference provided to you when sending a return to us. You are always welcome to email us to check on the status of your return.
When will I receive my refund?
As long as your returned products meet our refund criteria, you will be refunded within 24-48 hours after your return is processed. This also depends on the transaction services of your payment method.
When will I receive an exchange item?
After we have received your return we will immediately exchange your item as long as we have your requested product in stock.
Who pays for return expenses?
In case of a return you will be responsible for the cost to ship the parcel back to us. If you are returning an item for good we will refund you your full payment but we will not reimburse the cost that you paid to return the parcel. If you are returning an item and want to have it exchanged we will pay for the costs of shipping the new item to you.