📦 Shipping & Returns

Shipping 

  • We offer express shipping as well for urgent orders. Kindly let us know by reaching out to us here.
  • Kindly note: Shipping charges (to & fro) for exchange / returns are not free, to be borne by the customer. Please feel free to contact us in case you have any query regarding the same.
  • Once your order leaves our studio, you will receive a notification on your email or WhatsApp contact number with the tracking details along with the expected date of delivery. You can always track your order on our website using the track here option located here. Our 95% of the shipments get delivered on time but sometimes delays can happen in case of unforeseen circumstances like rain or supply chain teething issues. In any such cases of delay, we will keep you informed.
  • Shipping time is calculated basis order processing time & your location. It is applicable from the next business day from the order is placed. Our delivery timelines are usually between 5-10 days for ready made stock & 20-25 business days for made to order garments.
  • Locations which are fulfilled by government post can take upto 14-20 days. 

 

Order Cancellations

In case you wish to cancel the order, kindly let us know within 4 hours of placing the order.

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At KEY STORY, we believe in continuous improvement. Our intention is & always will be to provide our customers with the best products & experience. However, in case our customer is not happy with any product, we are happy to offer an exchange / refund*. 

*Kindly note below conditions for exchange & refund

Kindly inform us about exchange / refund within 1 day of the order delivery. For hygiene & quality reasons, we will not be able to accept requests beyond that.

We accept unworn, unwashed products with the original swing tags intact. KEY STORY holds the right to not process the request in case the product is used or tags not intact.

Unfortunately, we cannot accept returns / exchange on sale items, customised, made to order pieces, already exchanged or returned items or gift cards. We recommend double checking your orders & reach out to us in case of any doubts or questions before hand to avoid post purchase inconvenience.

International orders are not eligible for refund or exchange.

Return, refund, damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We offer refund only in case KEY STORY sends you a damaged, wrong product or in case of genuine quality / manufacturing defects. 

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 asked for your preferred payment method to get refund. The online refund process usually gets done within a day or two. Please remember it can take some upto a week in some cases for our or your bank/credit card company to process the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us here.

Please note that some of the fabrics are an outcome of handmade processes & hence some irregularities with respect to color, texture, weave in the fabric is a characteristic of such handcrafted process & is not a defect.

Exchange

Please note exchange or returns are not available for customised & made to order products since these are made specifically for you.

For ready made stock - please note below

We offer exchange of size within the same product only. 

Exchange is subjected to availability of stock. KEY STORY does not guarantee the availability of any product at any point of time. In case, a size of your selection is not available from our size chart - we will be happy to give you store credits worth the price of the product minus reverse pick-up charges with lifetime validity.

KEY STORY will not be responsible in case there is any damage caused to the products sent by you for exchange & will not be able to accept the exchange requests in such cases. Kindly secure the package to avoid damages. We hence request you to send us a pictures/videos of the package before the reverse pick-up. 

Please expect exchange requests to process & complete within 7-15 days from the day of reverse pick-up. We'll keep you updated throughout the exchange / refund request processing.

Reverse pick-up

For reverse pick-ups, we will initiate a request from our end & will share the tracking details with you. From your end you do not have to worry about labelling the shipment. Our last mile partners will ensure the same for you. We would request you to pack the package securely in the KEY STORY green packaging to avoid transit damages.

SUSTAINABILITY

At KEY STORY, it is our best effort to be sustainable with our ways of operation & running the brand to minimise the havoc that apparel industry overall causes to the environment. We encourage our customers to thoroughly check sizes before making a purchase & help us minimise the avoidable carbon-footprint that returning process generates. In case you are doubtful about your size, fabric or fit, we are always here to help.

KEY STORY reserves the right to not accept exchange / return request in case the product is used or damaged.

We are available for any query / concern / raising request at below:

  • keystorystudio@gmail.com
  • WhatsApp +918882829161
  • DM us at our socials @keystorystudio
  • Help chat box at bottom right

Happy Shopping 🌿


With love, always
Team KEY STORY

 

 

 

 

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