To place an order, select the item you would like to purchase, choose any available color or style options, and add it to your shopping bag. Once you are ready, you can review your order and proceed to checkout.

After checkout, you will receive an order confirmation email with the details of your purchase.

For any questions, please contact us at customercare@theirstoryco.com.

Yes! Select items may be available for backorder if additional inventory is expected. If an item is available for backorder, we will indicate this on the product page, during checkout, and/or in your order confirmation email. We will also follow up with updated estimated fulfillment timelines via email when available.

Backordered items can be expected to take an additional 3-4 weeks for fulfillment. Once the item is available, our normal order processing timeline will apply. 

Payment may be charged at checkout depending on the payment method. If we are unable to fulfill your order, we will cancel the affected item or order and issue a full refund to your original payment method.

For any questions about a backordered item, please contact us at customercare@theirstoryco.com.

Your order is confirmed once you receive an order confirmation email from Their Story Co.

Please review your confirmation carefully. If you notice an issue with your shipping address or order details, contact us as soon as possible at customercare@theirstoryco.com. We will do our best to help before the order is processed, but changes are not guaranteed once fulfillment has begun.

If you need to modify or cancel an order, please contact us as soon as possible at customercare@theirstoryco.com.

We will do our best to accommodate your request, but once an order has been processed or shipped, we may not be able to make changes or cancel the order.

No. You can place an order as a guest.

Creating an account may allow you to view your order history, save your information for faster checkout, and manage your shopping experience more easily.

If you created an account and forgot your password, please use the “Forgot password” link on the login page. You will receive instructions by email to reset your password.

We accept eligible returns within 14 days of delivery.

To be eligible for a return, the item must be:

• Unworn, unused, and undamaged
• In the same condition you received it
• With all tags attached
• In its original packaging
• Accompanied by proof of purchase

We reserve the right to refuse returns that show signs of wear, use, damage, missing tags, or missing original packaging.

To start a return, please email customercare@theirstoryco.com with your order number and reason for return.

If your return is approved, we will provide return instructions, including where to send your package.

Items sent back without first requesting and receiving return approval will not be accepted.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping method, as Their Story Co. is not responsible for return packages that are lost or damaged in transit.

At this time, we do not offer direct exchanges.

The fastest way to receive a different item is to return your original item, if eligible, and place a new order.

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card company may take additional time to process and post the refund.

Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, please contact us at
customercare@theirstoryco.com within 3 business days of delivery and include your order number and photos of the item and packaging. We will do our best to assist you.

Orders are typically processed and fulfilled within 1–3 business days, excluding weekends and holidays.

We currently offer complimentary, standard shipping, which typically delivers within 5-7 business days after the package has been accepted by the carrier. Delivery timelines are estimates and may vary due to carrier delays, weather, holidays, or other factors outside our control.

Please refer to Online Orders section regarding fulfillment times for backorder items.

We offer free standard shipping on all orders within the United States.

Applicable sales taxes will be calculated and displayed at checkout.

We currently ship within the United States only.

At this time, we do not offer international shipping, but if required, you can visit the artisan’s website directly for that service.

Once your order ships, you will receive a shipping confirmation email with tracking information.

Please allow up to 24–48 hours for tracking updates to appear after the shipping label is created or the package is accepted by USPS.

If your tracking has not updated for several business days, or if your package is marked as delivered but you have not received it, please first check with neighbors, building staff, mailrooms, or your local post office.

You can also contact us at customercare@theirstoryco.com, and we will do our best to assist.

Many of the bags we carry are made by independent partner brands and artisans, often in small batches or using handcrafted techniques.

Because of this, slight variations in color, texture, embroidery, stitching, leather, finish, or other details may occur. These variations are part of the character of artisan-made products and make each piece unique.

We recommend handling your bag with care and storing it in a cool, dry place when not in use.

For specific care instructions, please review the care details listed on the bag’s product page or the care information included inside the box your bag arrived in.

In general, gently clean the surface with a soft, dry cloth. Avoid prolonged exposure to direct sunlight, moisture, oils, perfumes, cosmetics, or harsh cleaning products.

For bags with embroidery, beadwork, delicate hardware, or hand-finished details, avoid rubbing, pulling, or applying pressure to decorative elements.

Please refer to the care details on the bag’s product page or the care information included inside the box your bag arrived in before cleaning the interior.

We recommend using caution with the interior lining. Avoid placing open cosmetics, pens, liquids, food, or loose items inside the bag that may stain or damage the lining.

If needed, gently spot clean with a soft, dry cloth. Do not machine wash, soak, or use harsh cleaning products on the bag.

At this time, we do not offer a formal repair service. If you experience an issue with your bag, please contact us at customercare@theirstoryco.com, and we will do our best to assist.