FAQs
1 product
1.1 Where do the products come from?
The products are printed in Germany and shipped from there to the customers
1.3 What material are the products made of?
You can find this information in the respective product description.
1.4 What does GSM mean?
GSM stands for "grams per square meter" and is an international standard unit of measurement used to describe the thickness or density of textiles. This value indicates how much one square meter of the fabric weighs and is therefore an indicator of the quality and texture of the textile material.
A higher GSM number usually means that the fabric is thicker, denser and often heavier. This can indicate a higher quality
Conversely, a lower GSM value means the material is thinner, lighter and often more see-through. Lower GSM values are often found in summer clothing as these materials are lighter and airier.
1.5 Which printing process is used for the products?
Printing is done using a 100% waterless process. We use a water-based ink that is free of heavy metals and harmless colorants. The ink is 100% biodegradable.
1.6 Why does my product have a vinegary smell when delivered?
This is an organic fixing liquid that ensures that the motif adheres optimally to your textile. After the first wash, the smell is no longer present. "Washing instructions" are included with each product.
1.7 Do the models wear original StoryTeez products?
No. The models shown are for illustrative purposes only. The actual products correspond to the mockups.
1.8 When will sold out products be available again?
Unfortunately, we cannot give an exact date for this as various factors play a role.
2 Shipping & Delivery
2.1 How much are the shipping costs
Germany:
Clothing € 4.50 Free shipping for orders over € 60.-
Canvas/Poster depending on size € 6.- or 8.-
Switzerland:
Clothing CHF 8.00 Free shipping for orders over CHF 60.-
Canvas CHF 15.- / Poster CHF 9.-
2.2 Which countries does StoryTeez deliver to?
For now, we only deliver to Germany and Switzerland. Other EU countries will be added over time.
2.3 Can additional customs fees apply for deliveries to Switzerland?
Yes, for goods valued at CHF 65 or more (NOTE: including shipping costs), additional customs fees and import taxes apply. This can significantly increase the total cost of your order.
For example: For a goods value of € 69.50 (equivalent to approximately CHF 66.66), additional costs of CHF 24.50 for customs clearance and import tax arise.
If the value of the goods exceeds CHF 65, it may be worth splitting the order into two separate orders. This way you pay twice the shipping costs, but they are still lower than the high customs fees.
If you have any further questions, please do not hesitate to contact us and we will help you find the best option for your order.
2.4 Can I track my order?
Yes! As soon as your order is packed and handed over to DHL (usually the next day) you will receive an email from us containing your tracking number. You can then enter this on the DHL website .
2.5 How long does it take for the goods to arrive?
The order is made especially for the customer and is usually dispatched within 3 – 5 working days. Delivery usually takes place within 3 – 7 working days.
Since the goods are manufactured to customer specifications, delays in individual cases due to production reasons (misprints or delivery bottlenecks) cannot be ruled out.
3 Right of withdrawal & warranty
3.1 What are my return policies?
Please read our separate page “Right of Withdrawal & Warranty” which you can find directly below the FAQs in the footer.
3.2 What do I need to consider when returning an item
Please note that you will be responsible for the cost of returning the item. Please remember to ensure that your shipment is adequately stamped.
As soon as we receive your return in perfect condition, we will send you your voucher by email.
It is best to keep your postal receipt as proof until the refund has been made.
4 Order
4.1 My order is defective, incorrect or incomplete.
In the event of a complaint, please contact info@storyteez.com with the order number. You can find further information on the “Right of Withdrawal & Warranty” page.
If your order is incomplete , please also contact us by email.
4.2 I have not received an order confirmation.
Please also check your spam folder if there is no email from us in your inbox.
If you still have not received an order confirmation after 24 hours, please contact us by email .
4.3 Can I cancel or change my order?
In principle, you can cancel your order as long as it is not yet being processed.
Making changes to your order: Unfortunately, an order that has already been placed cannot be changed.
4.4 Can I change my delivery address later?
If your order has not yet been shipped, we can change your delivery address.
Please contact us at info@storyteez.com
5 Payment
5.1 How secure is online payment?
We attach great importance to your security when making payments.
Your details will of course only be transmitted in encrypted form so that third parties cannot read them. Your credit card payment will be processed by a specially security-certified partner.
If you have any further questions, please feel free to contact us using the contact form.
5.2 Which payment methods are accepted:
- Visa, Mastercard, Maestro, American Express, UnionPay
- Apple Pay, Google Pay
- Paypal
- TWINT (exclusively for Swiss customers)
If your question has not yet been answered, please contact info@storyteez.com
