Returns & Lost Packages

We offer a 30-day return policy on standard catalog pieces, counted from the day your order is delivered. Items must be unused and in their original packaging. To start a return, email support@storyhomedecor.com with your order number and the reason for the return. We will send you a prepaid return label and process your refund to your original payment method within 5-7 business days of receiving the item back.

Every piece we sell is 3D printed to order in our Austin, TX workshop (production takes 3-5 business days before shipping). Standard catalog pieces in our curated colorways are still fully returnable under the 30-day policy above. However, custom-configured items — custom colors, custom sizes, personalized pieces, or anything made to your specification — are crafted specifically for you and cannot be resold, so they are not eligible for return or exchange. This does not affect your protections below: if a custom piece arrives damaged, defective, or not as described, we will make it right with a free replacement or a full refund.

If your tracking shows no movement for 10 days, or the carrier marks your package lost, contact us and we will either reprint and reship your order free of charge or issue a full refund — your choice. If your order arrives damaged, email support@storyhomedecor.com within 7 days of delivery with a photo of the damage and your order number, and we will send a free replacement or refund you in full. You never pay for a lost or damaged shipment.

Standard catalog pieces can be exchanged free of charge within 30 days of delivery — whether you want a different color or a different product entirely. Contact support@storyhomedecor.com to arrange your exchange. Custom-configured items cannot be exchanged (see the carve-out above).