Returns & Refunds Policy

We hope every Storyfolk treasure feels just as special when it arrives as it did when you discovered it online.

If something isn't quite right, please get in touch. We are a small business and genuinely want to help wherever we can.

Change of Mind Returns

We accept change of mind returns within 14 days of delivery.

To be eligible for a change of mind return, your item must be unused, unopened and in its original condition, with all original packaging, tags and labels intact.

To request a return, please contact us at hello@shopstoryfolk.com.au within 14 days of receiving your order and include your order number.

Please wait for your return request to be approved before sending your item back to us.

Customers are responsible for the cost of return shipping for change of mind returns. Original shipping charges are not refundable.

We strongly recommend using a tracked shipping service when returning an item, as Storyfolk cannot be responsible for return parcels lost in transit.

Once your return has been received and inspected, we will let you know the outcome of your return. Approved refunds will be issued to your original payment method.

Items That Cannot Be Returned for Change of Mind

We do not accept change of mind returns on:

• Sale or clearance items
• Gift cards
• Pre-order or special-order items where clearly identified on the product page
• Items that have been opened, used or played with
• Items returned without their original packaging, tags or labels
• Items that are not in resalable condition

This does not affect any rights you may have under the Australian Consumer Law where an item is faulty or does not meet a consumer guarantee.

Faulty, Damaged or Incorrect Items

Oh no! If your order arrives faulty, damaged or you have received the wrong item, please contact us as soon as possible at hello@shopstoryfolk.com.au

Please include your order number, a description of the issue and clear photographs of the item and packaging where possible.

We will review the issue and work with you to provide an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include a repair, replacement or refund.

Please do not return a faulty or damaged item before contacting us.

A Note About Handmade and Hand-Finished Treasures

Many of the pieces available at Storyfolk are beautifully detailed, hand-finished or made using natural materials.

Small variations in colour, finish, stitching, texture or detailing may occur between individual pieces. These subtle differences are part of the character of these items and may not be considered faults where the product remains of acceptable quality and is consistent with its description.

If you are unsure about your item, please contact us. We are always happy to take a closer look.

Collectible Packaging

We know that for many Storyfolk customers, the packaging is part of the treasure.

If you are purchasing an item as a collector and the condition of branded or collectible packaging is especially important to you, please keep in mind that minor variations or superficial marks may occasionally occur during manufacturing or transit.

Where packaging forms part of the product or an item's collectible value, we will consider this when reviewing any reported issue.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.

Need a Hand?

For all return, refund or product enquiries, please contact us at hello@shopstoryfolk.com.au

Please include your order number so we can help you as quickly as possible.