Refund policy
Returns & Refunds Policy
Last updated: 9th September 2026
At The Story Parlour, we want you to be happy with your purchase. This Returns & Refunds Policy explains your rights when purchasing our products online, including products sold as bundles.
This policy applies to purchases made through The Story Parlour website by customers in the United Kingdom and, where applicable, customers purchasing from other countries.
Nothing in this policy affects your statutory consumer rights.
1. Your legal rights
If you purchase from The Story Parlour as a consumer, you have legal rights in relation to the products you purchase.
Products must be:
- as described;
- of satisfactory quality; and
- fit for their intended purpose.
These statutory rights apply separately from our change-of-mind returns policy. We cannot remove or restrict these rights through this policy.
If a product is faulty, damaged, incorrectly supplied or otherwise does not meet your statutory rights, please contact us and we will work with you to provide the appropriate remedy.
2. Change-of-mind cancellations for UK customers
If you are a consumer in the UK and purchase our products online, you generally have a legal right to cancel your purchase without giving a reason.
You normally have 14 calendar days from the day after you receive your goods to tell us that you wish to cancel.
If your order contains several products delivered separately, the cancellation period generally begins after you receive the final product in the order.
Once you tell us that you wish to cancel, you normally have a further 14 days to return the goods.
You do not have to use a particular form or give a reason for cancelling.
3. How to cancel
To exercise your right to cancel, please contact:
The Story Parlour
Email: my.story.parlour@gmail.com
Please include:
- your name;
- order number;
- the date of your order;
- the products you wish to return; and
- a clear statement that you wish to cancel your purchase.
You may use the model cancellation form at the end of this policy, but you do not have to use it.
Sending your cancellation request by email is sufficient, provided that your message clearly tells us that you wish to cancel.
4. Returning a bundle
Our products may be sold together as a bundle.
Where you exercise your statutory right to cancel a bundle, the bundle should normally be returned as a complete bundle, including all products, components, packaging and accessories supplied with it.
You may not normally keep individual items from a bundle while requesting a full refund for the entire bundle.
If you wish to cancel only part of a bundle, please contact us. Whether a partial cancellation or refund is available will depend on how the bundle was sold and the applicable law.
Where the law gives you a right to return or obtain a remedy for an individual faulty or incorrectly supplied item, that right is not removed merely because the item formed part of a bundle.
5. Condition of returned products
You may handle products to the extent reasonably necessary to establish their nature, characteristics and functioning, in broadly the same way that you would be permitted to examine them in a shop.
However, you may be responsible for a reduction in the value of the goods if you handle them beyond what is reasonably necessary and that handling causes a loss in value.
Where possible, please return products:
- with their original packaging;
- with all accessories and components;
- with any labels or documentation supplied; and
- in a condition that allows us to assess the returned products.
However, you do not lose your statutory cancellation rights merely because original packaging is unavailable unless the law permits such a restriction.
6. Return postage for change-of-mind returns
Unless we have agreed otherwise, you are responsible for the direct cost of returning goods when you cancel because you have changed your mind.
We will tell you before purchase if you are expected to pay return costs.
If the product is faulty, damaged, incorrectly supplied or otherwise does not comply with your statutory rights, we will not ask you to bear costs that we are legally required to bear.
7. Refunds following cancellation
If you validly cancel your order under your statutory cancellation rights, we will refund the payments we are required to refund by law.
This normally includes:
- the price paid for the returned goods; and
- the cost of the least expensive standard delivery option we offered.
If you selected a more expensive delivery method, we are not required to refund the additional cost above our least expensive standard delivery option.
We will normally make the refund using the same payment method you used for the original transaction unless you expressly agree to another method.
We will not charge you a fee for receiving a refund.
8. When refunds are made
For a cancelled order involving returned goods, we will make the refund without undue delay and normally no later than 14 days after:
- receiving the returned goods; or
- receiving evidence from you that the goods have been sent back,
whichever occurs first, subject to the rights available to us under applicable law. GOV.UK
Where appropriate, we may wait to issue the refund until we have received the goods or evidence that they have been returned.
9. Faulty, damaged or incorrectly supplied products
If you receive a product that is:
- faulty;
- damaged;
- not as described;
- incomplete;
- the wrong product; or
- otherwise does not meet your statutory rights,
please contact us as soon as reasonably possible.
Please provide your order number and, where appropriate, photographs showing the problem. This helps us assess the issue and arrange an appropriate solution.
Depending on the circumstances and your legal rights, you may be entitled to:
- a repair;
- a replacement;
- a price reduction; or
- a refund.
We will not require you to use our change-of-mind procedure where you are exercising a statutory right because a product is faulty or otherwise does not comply with the law.
UK consumer law provides remedies for faulty or non-conforming goods, including repair, replacement and, in appropriate circumstances, refunds.
Please inspect your order when it arrives.
If the packaging or products appear damaged, please contact us as soon as reasonably possible and provide photographs where practical.
You should not refuse delivery solely because the outer packaging appears damaged unless this is necessary or appropriate in the circumstances.
Damage occurring during delivery does not remove your statutory rights.
11. Products that are personalised or made to order
Certain products may be made specifically to your requirements or personalised for you.
Where a product is genuinely made to your specifications or clearly personalised, the statutory 14-day change-of-mind cancellation right may not apply.
If a product is excluded from the statutory cancellation right for this reason, we will make this clear on the relevant product page before you place your order.
This does not affect your statutory rights if a personalised or made-to-order product is faulty, damaged, incorrectly made or otherwise fails to comply with the contract.
12. Sealed products and hygiene-related exceptions
Some products may be excluded from the statutory cancellation right where they are sealed for health protection or hygiene reasons and the seal has been broken after delivery.
Where this applies, the relevant product page will make the restriction clear before you purchase.
This exception does not affect your rights where the product is faulty or otherwise fails to comply with your statutory rights.
13. Perishable products
If we sell products that are liable to deteriorate or expire rapidly, those products may be excluded from the statutory change-of-mind cancellation right.
Where this applies, the product page will explain the relevant restriction before you purchase.
This does not affect your statutory rights where the goods are faulty or otherwise do not comply with the contract.
14. International returns
We accept orders from customers outside the United Kingdom where international delivery is available.
If you are an international customer, your return rights may depend on both:
- the terms of your contract with us; and
- mandatory consumer protection laws applicable in your country of residence.
Nothing in this policy is intended to exclude or restrict consumer rights that cannot legally be excluded in the country where you live.
For a voluntary or change-of-mind return, you may be responsible for the cost of returning the goods to the United Kingdom unless applicable law requires us to pay those costs.
Please contact us before sending an international return so that we can provide the appropriate return instructions.
15. Customs, duties and taxes on returns
For international returns, you are responsible for following the applicable postal and customs requirements when returning goods to us.
If customs documentation is required, you should accurately identify the parcel as a returned goods shipment where appropriate.
We are not responsible for customs charges caused by inaccurate or incomplete information supplied by the sender.
Where we are legally required to refund amounts relating to your original purchase, applicable import duties, taxes or customs charges will be dealt with according to the laws applicable to the original transaction and destination country.
16. International change-of-mind rights
Where you are outside the United Kingdom, you may have additional or different cancellation and consumer rights under the laws of your country.
We will comply with mandatory consumer protection laws that apply to your purchase.
Where no additional mandatory right applies, our UK cancellation policy will apply to the extent legally permitted.
17. Exchanges
We may offer exchanges at our discretion for products that are not faulty.
An exchange is not a replacement for your statutory rights.
If a product is faulty, damaged or otherwise does not comply with your legal rights, we will provide the remedy required by applicable law rather than requiring you to accept an exchange where the law gives you another remedy.
18. Sale and discounted products
Products purchased during a sale or using a discount code have the same statutory consumer rights as products purchased at full price.
A discount does not remove your right to cancel an eligible online purchase or your rights concerning faulty or misdescribed products.
19. Gifts
Our cancellation and refund rights normally apply to the person who placed the order.
If a product was purchased as a gift, the purchaser should normally contact us regarding cancellation or refund.
If you received a product as a gift and believe it is faulty, damaged or otherwise does not comply with your statutory rights, please contact us and we will explain what information we need to assist you.
20. Missing items from a bundle
If your bundle arrives with an item missing, please contact us as soon as possible.
We may ask for photographs of the packaging and the contents received so that we can investigate.
Where an item has been incorrectly omitted from your order, we will provide an appropriate remedy in accordance with your statutory rights.
21. Refunds for returned bundles
Where an entire bundle is validly cancelled and returned, we will refund the amount payable for the bundle together with any delivery amount that we are legally required to refund.
If only part of a bundle is returned, we will assess the circumstances and the applicable legal rights before determining whether a partial refund is available.
We will not use the bundle structure to deprive you of statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.
22. How to send a return
Please contact us before sending a return unless you are simply exercising your cancellation right by notifying us within the applicable cancellation period.
We will provide the appropriate return instructions.
Returns address:
The Story Parlour
United Kingdom
Please use suitable packaging to protect the products during return transit.
We recommend obtaining proof of postage and retaining it until your refund has been received.
23. Returns that are not covered by statutory cancellation rights
If a return is requested outside your statutory cancellation period and the product is not faulty, damaged or otherwise non-compliant, we may choose to accept the return at our discretion.
Any voluntary return offered in these circumstances may be subject to additional conditions, which will be explained to you before the return is accepted.
A voluntary returns policy does not reduce your statutory rights.
24. Proof of purchase
We may ask you for reasonable evidence that you purchased the relevant product from The Story Parlour, such as:
You should not refuse delivery solely because the outer packaging appears damaged unless this is necessary or appropriate in the circumstances.
11. Products that are personalised or made to order
If a product is excluded from the statutory cancellation right for this reason, we will make this clear on the relevant product page before you place your order.
12. Sealed products and hygiene-related exceptions
Where this applies, the relevant product page will make the restriction clear before you purchase.
13. Perishable products
Where this applies, the product page will explain the relevant restriction before you purchase.
14. International returns
We accept orders from customers outside the United Kingdom where international delivery is available.
If you are an international customer, your return rights may depend on both:
- your order number;
- order confirmation;
- receipt;
- payment record; or
- other reasonable evidence of purchase.
We will not unreasonably prevent you from exercising your legal rights where you can otherwise demonstrate the purchase.
25. Contact us about a return or refund
For all return and refund enquiries, please contact:
The Story Parlour
Email: my.story.parlour@gmail.com
Returns address: United Kingdom (Address On Request)
Please include your order number wherever possible.
We aim to respond to return and refund enquiries as soon as reasonably practicable.
26. Your statutory rights are not affected
Nothing in this policy:
- excludes or restricts your statutory rights;
- limits our legal responsibility for faulty goods;
- limits your rights where goods are not as described;
- prevents you from exercising a statutory cancellation right;
- requires you to accept a replacement where the law gives you another remedy; or
- otherwise limits any right or remedy that cannot legally be excluded.
If any provision of this policy conflicts with a mandatory legal right applicable to your purchase, the mandatory legal right will take precedence.