Shipping & Delivery
-
Yes, we offer free in-store pick-up! We will send you a message once your order is ready. You can then collect your items at your convenience during store hours. It's as simple as that!
-
To ensure your package arrives as quickly as possible, we prepare your order within 1-2 working days. Domestic shipping can take up to 5 business days, while international shipping may take up to 14 business days. Please keep in mind that global supply chain challenges could result in longer shipping times than usual. All shipment times are an estimate and cannot be guaranteed.
-
Shipping rates can vary depending on your region and are calculated at checkout. Here are the full details of our Shipping Policy.
-
Yes, we ship within Europe to the following countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland (excluding Northern Ireland), Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland. We also ship to the United States. If your country or region is not listed, please feel free to contact us to see if we can make arrangements for shipping to your location.
Returns & Refunds
-
For online purchases, we offer a 30-day return policy, allowing you to request a return within 30 days of receiving your item. For in-store purchases, we have a 14-day return policy. To be eligible for a return, the item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. Additionally, you'll need to provide either the receipt or proof of purchase.
-
To start a return, you can contact us at hi@shopupstories.com. Please note that returns will need to be sent to the following address: Shop Up Stories, Římská 35, 120 00 Vinohrady, Praha 2, Czech Republic. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. The cost of return shipping will be deducted from your refund. Items sent back to us without first requesting a return will not be accepted.
-
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hi@shopupstories.com.
-
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
-
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.