Frequently asked questions

Use the order-tracking page with your order details once tracking is available. If the tracking information appears delayed or incomplete, customer service can help review the latest order status.

If you need to update or cancel an order, contact customer service as soon as possible. Changes may still be possible before the order moves too far into processing or fulfillment, but changes cannot be guaranteed.

Please check spam or promotions folders first. If you still do not see a confirmation, customer service can verify whether the order was completed and whether the email address was entered correctly.

If an order arrives incomplete, contact customer service with the order number and a summary of what is missing so the shipment and fulfillment records can be reviewed.

Processing and transit timing can vary by product, destination, and shipping method. Estimated delivery windows shown at checkout or in order messaging are good-faith estimates rather than guaranteed arrival dates unless otherwise stated.

Carrier scans do not always update in real time. If tracking appears stalled beyond a reasonable period, contact customer service so we can review the latest shipment status and possible next steps.

Contact customer service immediately. Address changes may be possible before shipment or before the carrier locks the label, but once an order is in transit there may be limits on what can still be changed.

Yes. Carrier volume, weather, customs review, and regional disruptions can all affect delivery timing. Customer service can help review delayed shipments, but transit disruptions are sometimes outside direct storefront control.

You have 30 days from the date you receive your order to request a return. Eligible items must be unused and in original condition, with original packaging and tags intact. All items are made-to-order. Custom or personalized items (such as wall art with a name, date, or other specific request) are non-returnable unless they arrive damaged or defective.

Email [email protected] within 30 days of delivery. Include your order number and photos of the item, plus photos of the packaging if it was damaged. After the return is approved, you will receive a return shipping label and instructions by email.

Email [email protected] right away with your order number and clear photos. If the item is damaged or defective, we offer a replacement or a full refund, including the original shipping cost, and we cover one-way return shipping. If you received the wrong item, tell us within 30 days and we will arrange a replacement or refund at no cost to you.

If you return an item because you changed your mind, you pay the return shipping cost. If the return is for a manufacturing defect or damage during shipping, Homestorie covers one-way return shipping. For international returns, you pay the return shipping fees and any customs duties.

After we receive and inspect the returned item, we process the refund within 5–7 business days to the original payment method. Original shipping fees are not refunded unless the item was defective or damaged. If the order had free shipping and you are returning it because you changed your mind, that shipping cost is deducted from the refund. Your bank or card issuer may take additional time to show the funds. Because orders are fulfilled through independent partners, inspection can take a little longer. Returns that do not meet the policy can be declined.

Yes. Custom or personalized products, used items, and hygiene-sensitive items are generally non-returnable except when they arrive damaged or defective. Hygiene-sensitive items include duvet cover sets, pillow shams, sheet sets, throw blankets, shower curtains, bath towels, bath mats, welcome mats, and worn or used apparel or lifestyle items. Furniture (credenza, stool, and side table) and rugs may be returned only if they arrive significantly damaged. Items sent back used, washed, or damaged beyond reasonable shipping damage may not qualify for a full refund.

Yes, if the replacement is in stock and the original item is unused, with original packaging and tags. Email [email protected] to arrange the exchange.

Available payment methods may include major credit or debit cards and any supported express checkout options shown during checkout. The exact set of payment methods may vary by order and processor availability.

Payments can fail because of incorrect billing details, card-issuer restrictions, insufficient funds, fraud-prevention review, or processor/network issues. Please verify your information and contact customer service if you need help reviewing the order attempt.

Authorization or review may begin when the order is placed. Final posting or settlement timing depends on the payment processor and your financial institution.

Please visit the Payment Options page for the most current information about checkout payment methods, review timing, and billing-support guidance.

Please review the product page for specifications, imagery, pricing, and availability details. If you still need help, contact customer service with the product name or item link.

You can review the Privacy Policy, Terms & Conditions, and Privacy & Security pages for detailed legal and customer-information guidance.

Stop using the item if you believe it may present a safety concern and contact customer service with the order number, product details, and photos if available. You can also review the Product Recalls page for current public notices.

Visit the Customer Service page for key support links, policy information, and direct contact guidance. You may also contact support by email if you need order-specific assistance.