Frequently Asked Questions
Can I make changes to my order before it ships?
Unfortunately, we can’t make changes or cancel an order after it’s been submitted. An item may only be canceled if it is on pre-order. If you would like to cancel a pre-ordered item, shoot an email with your order number and we'll handle that for you.
Why isn't my payment going through?
Please double check to ensure you're using the proper billing zip code associated with the credit card. Additionally, in order to pay with a credit card, your order must be above $0.50
Will I be charged right away when I place an order?
Yes, your card will be charged right away. We don't store payment information for security purpose
How long will it take for my order to arrive?
Currently, orders can take 1-4 business days to process before shipping. From there, shipping times are dependent upon location.
How do I track my order?
Once your order ships, you’ll receive a separate email providing you with a tracking number to track your order.* Sometimes this email gets sorted into spam or promotions folders, so be sure to take a look in there if it feels like you’ve been waiting a little too long. When in doubt, you can always log into your account and click on the order in question to see its status.*Please note that sometimes tracking can take a day or two to be updated by the carrier. If it looks like it's not moving, chances are it's on its way!
What is your return/exchange policy?
All Storely products are guaranteed for 30 days after purchase date. If any issues arise during that time, most items* can be returned for a refund or exchange. All return/exchange items must have been purchased from --- and must be returned in their original condition (unwashed and unworn with tags).
Is there a fee for returning?
If returning by mail, an $8.00 processing fee will be withheld from your refund. If returning at a Returns Bar, a $4.00 processing fee will be withheld from your refund. All exchanges are free.
When will I receive my refund?
If returning by mail, you should receive your refund upon first carrier scan. Please note, it can take 3-5 business days for a refund to credit back to your original form of payment.
My package arrived damaged, what should I do?
We’re sorry to hear that! Please send a photo to our Customer Experience Team via email and include your order number so we can take a closer look and help with a solution!
Can I ship my items back on my own accord?
Yes! If you opt not to use our pre-paid shipping label to return your product within the 30 day return window. Please be sure to include a note with your full name, order number, and indicate if you would like store credit or a refund.