Frequently Asked Questions

CUSTOMERS FAQ

BILLING & SHIPPING

How much is shipping?

As a curated platform we allow designers to choose their own shipping methods, so the shipping costs and shipping time may vary by designer. You can find each designers shipping details and estimated shipping time in Shipping & Policies under each item description.

Do you ship internationally?

Yes, we offer international shipping. However, as a curated platform we allow designers to choose their own shipping methods, so the shipping costs and shipping time for international shipping may vary by designer. You can find each designers international shipping details and estimated international shipping time in Shipping & Policies under each item description.

I haven’t received my order, who should I contact?

When you place an order on BLEND\STORIES, you are ordering directly from the designer and the designer will ship your order directly to you. Please contact our BLEND\STORIES head office and we will do everything we can do get you your order as quickly as possible. Email us and a member of our team will respond to you as soon a possible. We aim to respond within 24 hours Monday through Friday.

What payment methods do you accept?

We accept directly the following types of credit card payments: PAYPAL, VISA, MasterCard, American Express and Discover.

Are the purchased items, once they are shipped, insured?

Yes, designers are responsible for insuring all purchases during the time it is in transit until it is delivered to the customer’s delivery address.

Insurance is included in the shipping rate.

Are the processed items, once they are shipped, insured?

Yes, designers are responsible for insuring all purchases during the time it is in transit until it is delivered to the customer’s delivery address.

Insurance is included in the shipping rate.

CONTACT

How can I contact a seller?

BLEND\STORIES provides designers with a platform to sell their items. When you purchase from a BLEND\STORIES designer, you are buying from a designer, and not BLEND\STORIES itself.

For  any questions regarding the item, shipping or refunds, you can communicate directly with designers.

There are two ways to contact a designer:

1.  Send a message to a seller from their shop page. Click Contact the Shop Owner under the Shop Owner section to the left of the page.

2. Send a message to a seller from an item’s description. On the right site of the page you can find Ask A Question.

If you’ve tried contacting your seller and are unable to reach them, please email BLEND\STORIES head office and a member of our team will respond to you as soon as possible. We aim to respond within 24 hours Monday through Friday.    

How can I contact BLEND\STORIES?

You can reach us with any questions by emailing [email protected]\STORIES.com or fill out the contact form on the website by clicking the contact button below. We aim to respond within 24 hours Monday through Friday.

MY ACCOUNT

How can I create an account?

You can create an account by either using your existing Facebook or Paypal account, or you can sign up with your own username and password.

I can’t login to my account, why?

Check if your login information is filled in correctly

Make sure the email address you are using is the email address registered at BLEND\STORIES.

Try to request a new password at Login > Forgot Password?

Try to delete your cookies and restart your browser (Safari – Chrome – Firefox)

Try to access BLEND\STORIES from a different browser.

I don’t receive BLEND\STORIES emails, why?

Please check if the emails are not in your spam or junk inbox.

How can I change my password?

Change your password at Your Account > Settings > Password

How can I change my email address?

Change your email address at Your Account > Settings > Change Email

You cannot register two e-mail addresses. Only one email address can be identified as a unique ID.

How can I change my username?

Change your username at Your Account > Settings > Change Username.

Please note that your Username is not equivalent to your Shop Name.

How can I change my currency?

Change your currency options at Your Account > Settings > Preferences.

The price is set in Euro’s. Customers worldwide will see the price in their own currency as it is automatically converted. They can choose to pay in Euro’s or in their own currency.

How can I close my account?

Close your BLEND\STORIES account at Your Account > Settings > Close Account.

How can I reopen my account?

If you want to reopen your account, go to Login > Reopen Your Account? And enter your registered email address.

MY ORDERS

How can I place an order?

First, you must create an account with us in order to make a purchase on BLEND\STORIES.

When you find an item you want to buy, select your size and/or a color if available and add it to your cart.

Access your Basket at any time by clicking the shopping bag icon at the top right of the site. From there, proceed to purchase or continue shopping. You can add multiple items from different designers to your Basket.

In your Cart, you can select a shipping destination, review the cost of the item, or change the quantity you’d like to purchase.

If there’s anything you need to tell the designer, you can do so in the Note to… field. If you have a promo code, click I have a promo code and then Apply after entering your code.

Proceed to Checkout when you’re ready and make your payment.

I just placed an order, what happens next?

Once you place an order, you will receive an email from BLEND\STORIES acknowledging that your order has been placed. The designer will then process your order and ship the item to you directly.

I placed an order but didn’t receive a confirmation email. Did my order go through?

Every time you place an order you should receive an email from BLEND\STORIES acknowledging your order. If you didn’t receive an email, you should first check your Spam folder.

If it’s not there, then your order may not have been processed. You can verify this by going to Your account > Orders. If your order is there, then your order was received. If you don’t see your order under Orders, it was not processed. Please contact us so we can confirm it did not go through and assist you with your order immediately.

Where can I find my order?

Once you place an order, you can access your order information at any time by going to Your account > Orders.

RETURNS

What is your return policy?

Since BLEND\STORIES is a curated platform of independent designers, the designers set their own return policy. Therefore, the policy for returns, refunds and exchanges are different for each designer. You can find these policies in each designers Shop Policies page. 

How do I return my item?

In order to return an item, first verify your product’s return policy. You can find a designers return policy in each designers Shop Policies page.

Depending on the return policies of the designer the item can be returned on following basis:

a.              Free return (designer pays shipping costs)

b.              Customer pays for return shipping costs

Should you have any questions about the return process, please email BLEND\STORIES head office and a member of our team will respond to you as soon as possible. We aim to respond within 24 hours Monday through Friday.

How can I report a problem with an order?

If you’re looking to return an item or get a refund, or if you have general issues with an order, our first recommendation is that you contact the designer directly for help. They may be able to quickly resolve the issue or inform you of their shop policies.

If you’re unable to get in touch with the designer or resolve things with them directly, please email the BLEND\STORIES head office to make a claim and include the following information:

– Detailed information of the issue

– Photographs of the item

If your claim is verifiable by our team and/or designer you will receive a refund:

1. If your item does not match the description

2. If your order (or item) did not arrive

3. If your item is damaged

4. If you received the wrong item

5. If your item is not as it was described

If we verify your claim, you will receive a notification via email with additional info and the return address. Please return the item to the designer and we will refund your payment.

TECHNICAL ISSUES

I get an error or warning when I login

Please remove the cookies from your browser and restart your browser.

Safari 5.1 + (later editions):
Go to the Safari Menu click ‘About’, to determine which version of Safari you are using.
From the Safari Menu, click on ‘Preferences’.
Once in the Safari preference window, click ‘Privacy’.
Set your Preferences to accept cookies next to the ‘Block Cookies’.

Chrome:
Go to the ‘Tools Menu’.
Click on ‘Options’.
Click on ‘Under the Hood’.
Under ‘Privacy’ section select ‘Show Cookies’.
A new window should open called ‘Cookies.” In here you can see all the cookies within your Google Chrome Browser.
Click on “Remove All” to remove all traces of cookies.

Firefox:
Click the arrow next to Details to expand the list of history items.
Select ‘Cookies’ and make sure that the other items you want to keep are not selected and delete the rest of the items.

If you keep having technical difficulties, please email BLEND\STORIES head office and include:

1.   A screenshot of the error message (Cmd+Shift+3)

2.   Copy the link in the browser and attach to the mail

3.   Name which browser you are using (Safari/Firefox/Chrome)

4.   Let us know which version your computer is running under (OS X – Windows)

A member of our team will respond to you as soon as possible. We aim to respond within 24 hours Monday through Friday.

Please note: BLEND\STORIES has error issues on White MacBook’s (13-inch, Mid2010) and earlier models. If you own this MacBook edition and have troubles with

BLEND\STORIES, please try to download a newer version of a browser not currently used on your computer.    

DESIGNERS FAQ

ACCOUNT ISSUES

I can’t sign into my account?

Check if all login information is filled in correctly.

  • Make sure the email address you are using is the email address registered at BLEND\STORIES.
  • Try to request a new password at Login > forgot password?
  • Try to delete your cookies and restart your browser (Safari – Chrome – Firefox)
  • Try to access BLEND\STORIES from a different browser

How do I set up an account?

Please note BLEND\STORIES is a curated platform. We welcome small, as well as established indie labels in the fashion, photography and design world. If you are interested in joining us, please get in touch with our team at [email protected]

I have just opened an account but I can’t upload any items, why?

Your account needs to be approved by one of our team members before you can start to upload your items.

For approval: Fill in your Shop Name and your PayPal email address at Tab Payment Methods. To process payments we only need your official PayPal Address.

It can take up to 48 hours to get approval, if you have not received a confirmation, please send us an email.

I haven’t received the approval yet

It can take up to 48 hours to get approval, if you have not received a confirmation, please send us an email.

We aim to respond within 24 hours Monday through Friday.

SETTING UP YOUR SHOP

How do I customize my shop page?

Upload your logo at Shop Settings > Public Profile  >  Profile Picture. (For the best resolution please upload your image at 80×80 pixels)

Upload your customized banner image at Shop Settings > Info & Appearance > Shop Banner (For the best resolution please upload your banner image at 769×250 pixels)

Upload up to 5 slider images at Shop Settings > Info & Appearance > Slider. (For best resolution upload your slider images at 771×370 pixels)

Upload a video at Shop Settings > Info & Appearance > Videos

Upload a video link, using the embedded link.

Having problems uploading images? Please get in touch.

Create your shop’s own sections to organise your items at Shop Settings > Shop Sections > Create New Section.

Add new items to the section by selecting the item you would like to add, and select the preferred section in the drop down menu.

I have just changed information in my shop but it doesn’t appear online

Always hit the SAVE button at the end.

Remove the cookies from your browser and restart the application.

Still not working?

Try to refresh your cache by holding the shift key on your keyboard and reload the page.

Windows: ctrl + F5

Mac/Apple: Apple + R or command + R

How can I change my shop name?

Go to :

Your Shop > Shop NameShop Settings > Public ProfileShop Settings > Info & AppearanceShop Settings > Info & Appearance > Shop Name with Spaces Allowed (Long Title)

TECHNICAL ISSUES

I get an error or warning when I sign in, what do I do?

Please remove the cookies from your browser and restart your browser.

Safari 5.1 + (later editions):

Go to the Safari Menu click ‘About’, to determine which version of Safari you are using.From the Safari Menu, click on ‘Preferences’.Once in the Safari preference window, click ‘Privacy’.Set your Preferences to accept cookies next to the ‘Block Cookies’.

Chrome:

Go to the ‘Tools Menu’.Click on ‘Options’.Click on ‘Under the Hood’. Under ‘Privacy’ section select ‘Show Cookies’.A new window should open called ‘Cookies.” In here you can see all the cookies within your Google Chrome Browser.Click on “Remove All” to remove all traces of cookies.

Firefox:

Click the arrow next to Details to expand the list of history items.Select ‘Cookies’ and make sure that the other items you want to keep are not selected and delete the rest of the items.

If the error or warning messages are not resolved please contact us at [email protected]

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