BELOW YOU MAY FIND OUR MOST FREQUENTLY ASKED QUESTIONS
What time is your CUSTOMER REPRESENTATIVE staffed?
We are staffed Monday - Friday: 2:00 P.M. - 4:00 P.M. (CET). Feel free to call us at 08 559 17 017 for domestic call and 0046 8 559 17 017 for international call.
Why cannot I get any answer to my e-mail?
We aim to answer all e-mails within 24 hours Monday through Friday. Unfortunately, it happens that our e-mail server do not work properly or that your e-mail does not arrive. Try e-mail us again, or call us.
No one answered when I called, why?
If you call during our opening hours you will automatically be placed in a waiting list. However, the waiting list can sometimes be long and we ask you to try call again later.
How do I know what size I should choose?
Our items FITS TRUE TO SIZE FOR THE STANDARD SNUG FIT AS IT WILL ALLOW THE LEATHER TO STRETCH AND CONFORM TO THE FOOT. BASED ON WEAR WITH LIGHTWEIGHT DRESS SOCKS. IF YOU ARE BETWEEN SIZES AND YOUR SIZE IS NOT AVAILABLE WE WOULD RECOMMEND SIZING UP FOR A REGULAR FIT. THE TRUE SIZE IS CONSIDERED TO BE THE LENGTH OF THE ONE LARGEST FEET. FOR ACCURATE SIZING AND FIT WE THEREFORE STRONGLY ADVISE YOU TO MEASURE THE LENGTH OF YOUR FOOT IN CM / INCHES AND MATCH IT WITH THE EQUIVALENT SIZE IN OUR MEASUREMENT GUIDE.
I have not received an order confirmation email.
Make sure that your e-mail address is correct. This is the most common reason for not receiving any e-mail. It may also be that your e-mail provider has a spam filter that blocks certain e-mails.
What charges apply when I shop on your site?
The fees will be specified at checkout and depends on the chosen payment and delivery method. These are the only fees that Story Et Fall will apply to your order. Taxes are calculated according to the item you have selected and shipping destination and included in the cart if applicable.
My items are not stored in the bag.
Can I change / cancel an order?
Yes, if the order status is still Open you can request your change by contacting us.
Will a sold-out item be re-stocked?
It depends on the item. To make a inquiry please contact us.
How do I know if my order has been successful?
Within a few minutes after you have placed your order, you will get an order confirmation e-mail sent to the registered e-mail address. If you do not receive any order confirmation it is usually because of the e-mail address. The address may be wrong, incomplete or your mailbox may be full or that the e-mail was blocked by a spam filter.
Do you have gift cards?
E-Gift Cards are available to purchase. Please contact us.
How do I pay on the site and is it safe?
What is the shipping charge?
Actual shipping fee for your country destination is specified in checkout.
What is the delivery time?
Order placed before 2.00 P.M. (CET) on a weekday are shipped same day and delivered to your door within 24-48 hours on Priority shipment or 3-5 working days on Economy shipment. A delivery confirmation e-mail with tracking and shipping details will be sent to you once your package has been dispatched.
Will the package arrive in the mailbox or do I have to collect it?
You will be contacted by our courier prior to delivery for arrangement.
Can I have the order sent to an address other than my own?
Yes. You can specify your address during checkout.
Where is my order?
A delivery confirmation e-mail with tracking and shipping details will be sent to you once the package has been dispatched. You can track the delivery status in the link provided.
What happens if I do not collect my package?
If we receive package that have not been collected, we reserve the right to charge you for all costs incurred in such return + handling costs.
I do not want to order online, is there any other way to buy?
Our products are currently only available for purchase through our e-store.
Can I return / exchange an item?
If you are not satisfied with your ready to wear or pre-order purchase, simply fill in the enclosed Return Form to return the item. RETURN PACKAGE CAN BE PICKED UP BY THE COURIER AT YOUR DOOR OR DROPPED OFF AT COURIER LOCATION. YOU ARE ENTITLED TO A RETURN WITHIN 30 DAYS OF HAVING RECEIVED IT FOR AN EXCHANGE AND/OR REFUND.
How can I provide feedback about a item?
We would highly appreciate any feedback on our items. Please send us the feedback via our e-mail form in the contact us page.
I have returned an order. How long does it take to receive my exchange package?
A return package is normally delivered to us within 3-5 days, depending on where it is sent from. It then takes an additional 3-5 days before the return is handled by us.
I cannot find the answer to my question, what should I do?
Our goal with the FAQ is to compile the most common questions we receive. If you cannot find the answer to your question, try browse in the other sections of our client service area or send us an e-mail. You can also call our CUSTOMER REPRESENTATIVE. Monday - Friday: 2:00 P.M. - 4:00 P.M. (CET)., at 08 559 17 017 for domestic call and 0046 8 559 17 017 for international call.