FAQs
1 product
1.1 Where do the products come from?
The products are printed in Germany and shipped from there to the customers
1.3 What material are the products made of?
You can find this information in the respective product description.
1.4 What does GSM mean?
GSM stands for "grams per square meter" and is an international standard unit of measurement used to describe the thickness or density of textiles. This value indicates how much one square meter of fabric weighs and is therefore an indicator of the quality and texture of the textile material.
A higher GSM number usually means that the fabric is thicker, denser, and often heavier. This can indicate higher quality.
Conversely, a lower GSM value means the material is thinner, lighter, and often more transparent. Lower GSM values are often found in summer clothing, as these materials are lighter and more airy.
1.5 Which printing process is used for the products?
Printing is done using a 100% waterless process. We use water-based ink that is free of heavy metals and harmless dyes. The ink is 100% biodegradable.
1.6 Why does my product have a vinegary smell upon delivery?
This is an organic fixative that ensures the motif adheres perfectly to your fabric. The odor disappears after the first wash. Washing instructions are included with each product.
1.7 Do the models wear original StoryTeez products?
No. The models shown are for illustrative purposes only. The actual products correspond to the mockups.
1.8 When will sold out products be available again?
Unfortunately, we cannot give an exact date for this, as various factors play a role.
2 Shipping & Delivery
2.1 How much are the shipping costs
Germany:
€ 4.50 Free shipping for orders over € 80.-
Switzerland:
CHF 8.00 Free shipping for orders over CHF 80.-
2.2 Which countries does StoryTeez deliver to?
For now, we only ship to Germany and Switzerland. Other EU countries will be added over time.
2.3 Can additional customs fees be charged for deliveries to Switzerland?
Our products are shipped from Germany. For orders over CHF 65 (including shipping), additional customs and import fees may apply. These are collected directly by customs and are unfortunately not included in the price.
If you have any further questions, we will be happy to help you find the best option for your order.
2.4 Can I track my order?
Yes! As soon as your order is packed and handed over to DHL (usually the next day), you will receive an email from us containing your tracking number. You can then enter this number on the DHL website .
2.5 How long will it take for the goods to arrive?
The order is made specifically for the customer; it is usually shipped within 3–5 business days. Delivery usually takes place within 3–7 business days.
Since the goods are manufactured to customer specifications, delays due to production reasons (misprints or delivery bottlenecks) cannot be ruled out in individual cases.
3 Right of withdrawal & warranty
3.1 What is my right of return?
Please read our separate page “Right of Withdrawal & Warranty” , which you can find directly below the FAQs in the footer.
3.2 What do I need to consider when returning an item?
Please note that you are responsible for the return shipping costs. Please remember to ensure adequate postage is applied to your shipment.
As soon as your return has arrived in perfect condition, we will send you your voucher by email.
It is best to keep your postal receipt as proof until the refund has been made.
4 Order
4.1 My order is defective, incorrect or incomplete.
In case of a complaint, please contact info@storyteez.com with your order number. Further information can be found on the "Right of Withdrawal & Warranty" page.
If your order is incomplete , please also contact us by email.
4.2 I have not received an order confirmation.
Please also check your spam folder if you don't see an email from us in your inbox.
If you still have not received an order confirmation after 24 hours, please contact us by email .
4.3 Can I cancel or change my order?
In principle, you can cancel your order as long as it is not yet being processed.
Making changes to your order: Unfortunately, an order that has already been placed cannot be changed.
4.4 Can I change my delivery address later?
If your order has not yet been shipped, we can change your delivery address.
Please contact us at info@storyteez.com
5 Payment
5.1 How secure is online payment?
We attach the utmost importance to your security when making payments.
Your information will, of course, be transmitted in encrypted form so that third parties cannot read it. Your credit card payment will be processed by a specially certified security partner.
If you have any further questions, please feel free to contact us using the contact form.
5.2 Which payment methods are accepted:
- Visa, Mastercard, Maestro, American Express, UnionPay
- Apple Pay, Google Pay
- Paypal
- TWINT (exclusively for Swiss customers)
If your question has not been answered yet, please contact: info@storyteez.com
or use our contact form which you can find just below the FAQs, thank you.
Your StoryTeez Team