Refund policy

Last updated: 21 October 2026

1. Overview

We want you to love what you ordered. If something is wrong, we will make it right — and in most cases we will not ask you to ship anything back. You keep the item, and we refund you.

2. Resolution window

Contact us within 30 days of the delivery date shown on your carrier's tracking record. For items that arrived damaged, defective or incorrect, please contact us within 7 days of delivery so we can act quickly.
Requests made after these windows may not be accepted.

3. Do I have to send the item back?

In most cases, no. We do not require you to return the item, and we do not charge a restocking fee.
In two situations we may ask you to send the item back:
  • The order value is above US$80
  • We need the item to investigate a repeated or unusual claim
If we ask for a return, we will tell you the address before you ship anything, and we will cover the return shipping cost when the problem is ours. Never send an item back without hearing from us first — unannounced returns cannot be processed.

4. Damaged, defective or incorrect items

Email us within 7 days of delivery with your order number and clear photos of the item and the packaging. We will arrange one of the following, at no cost to you:
  • A full refund, including the original shipping cost, and you keep the item
  • A free replacement, if the item is still in stock

5. Change of mind, wrong size, or not as expected

If the item is not what you expected, contact us within 30 days of delivery. We will refund 50% of the item price and you may keep the item — no return shipment needed. Original shipping costs and any import duties are not refunded.
We handle it this way because international return shipping usually costs more than the item itself. A partial refund gets you most of your money back without the hassle of a cross-border return.

6. Order cancellation

You can cancel free of charge within 1 hour of placing your order, using the cancellation option in your order confirmation email or your account.
After that window, email us as soon as possible — we will cancel free of charge as long as the order has not shipped. Once the order has shipped, sections 4 and 5 apply.

7. How long refunds take

We review every request and reply within 2 business days. Once approved, the refund is issued to your original payment method within 5 business days. Your bank or card issuer may take a further 5–10 business days to show the funds.

8. Currency

Refunds are issued in the original currency of your order. Exchange-rate differences applied by your bank are outside our control.

9. Import duties and taxes

Import duties, taxes and customs fees paid to your government are not refunded by us. You may be able to reclaim them directly from your local customs authority.

10. Final sale items

Items in our final sale collections are not eligible for change-of-mind refunds under section 5. If a final sale item arrives damaged, defective or incorrect, section 4 still applies in full.

11. Fair use

Refunds are for customers who received an item that was damaged, incorrect or not as described. We may ask for photos or additional information, and we may decline a request where the pattern of claims indicates misuse. This does not affect your statutory rights.

12. Chargebacks

If you are unhappy with an order, please contact us before opening a dispute with your bank or card issuer. We answer within 2 business days and resolve the vast majority of issues directly.

13. Questions

Email mostorycosmetics@outlook.com. We reply within 2 business days, Monday to Friday.
This policy applies to orders placed on mostory.store. We may update it from time to time; the version published on this page at the time of your order applies.