RETURN POLICY
The following reasons are covered by our 30 day FULL COVERAGE Return/Exchange Policy. (We will be responsible for the return postage fees and replacement fees)
1.You received the incorrect item. If the picture’s appearance is different from the photo provided to us.
2. Poor quality or defective product.
3. If your package appears to be lost in transit. (expect the status of your order was delivered).
The following reasons are covered by our 30 day LIMITED COVERAGE Return/Exchange Policy. The customer is responsible for the return postage fees and replacement postage fees. Shipping fees are non refundable. A 30% customization fee based on the unit price of each of the returned product shall be deducted when processing the refund.
1. Chose the wrong size for the product.
2. Personal Reasons due to changed mind, personal taste, etc.
The following reasons are NOT covered by our 30 day return policy. We are not liable for these issues.
1. Products are damaged by misuse, mishandling, or poor maintenance.
2. If it's been 30 days since you purchased, unfortunately refunds are no longer applicable.
Precautions for return and exchange
1. Items that are being returned should be new and unworn. They should be kept in its original condition in which you received them in.
2. Coupon codes expires after use and cannot be restored after return.
Please follow the return/exchange instructions below:
1. For returns/exchange please send us an email(contact@dstorygifts.com) with your order number and we’ll process your request. Once our team approves your return, please re-package the products and ship them to the adress which customer service will provide.
2. You must inform the customer service of your return needs before returning it. Our mail room will not accept unannounced packages and will be returned by the courier or post office back to origin. Also, please note that the "Ship From" address is different from the address of our Returns Acceptance Center and you cannot return items by sending them to the shipping address on the package.
4.If you didn't follow the return instructions/methods instructed through email etc.., the additional costs (including customs declaration fees such as customs duties) will be deducted from the refund.
Refund Procedure
We usually process your return within 1-3 business days, please kindly allow us to take 1-3 business days to process your refund. Refunds will be processed using the same payment method as when you purchased the product, unless we have expressly agreed, in our sole discretion, to use a different payment method. Notwithstanding the above, regardless of payment method, all refunds must be deposited into an account in the name of the original payment method account holder.
Please note that it may take additional time (approximately 10 business days) for the refund to be reflected in your account. The timing of the refund will depend on the billing cycle of the payment gateway (e.g. your credit card billing processing cycle) or your financial institution. If we have made a refund in our system, but the refund has not reached your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.
1. After receiving your returned item, we usually process your return within 1-3 business days. You will receive an email notification and you are required to reply to the email as soon as possible after receiving the notification.
2. We usually begin processing refunds within 1-2 business days of receiving a return, order cancellation or any other reason for a refund. Refunds will be processed using the same payment method as when you purchased the product, unless we have expressly agreed, in our sole discretion, to use a different payment method. Notwithstanding the above, regardless of payment method, all refunds must be deposited into an account in the name of the original payment method account holder.
3. Please note that it may take additional time (approximately 10 business days) for the refund to be reflected in your account. The timing of the refund will depend on the billing cycle of the payment gateway (e.g. your credit card billing processing cycle) or your financial institution. If we have made a refund in our system, but the refund has not reached your account for more than 10 working days, please contact your payment method provider or financial institution to inquire.
Cancellations
If you would like to cancel your order, you must do so within 3 hours of placing your order. If cancelled within the allotted time frame, you will receive a full refund. Since your personalized products are one-of-a-kind and made just for you, a 30% customization fee per item is included in your purchase. If you need to cancel your order more than 3 hours after purchase, we will refund the entire cost of your item, less the 30% customization fee and freight.
Customer Servicing Time
Please be sure your email send to contact@dstorygifts.com successfully, all the emails will be replyed within 24-48 hours. But in addition to holidays and weekends, we will remind you by email automatically reply in this case and deal with when we back to work, please pay attention.
If you are unhappy with your products received, please email us at team contact@dstorygifts.com to discuss your issue with our customer service team to determine a proper solution.