Returns and Complaints

Returns

You can return products purchased from us within 14 days of receiving the package. To do this, you can log in to your account and use the fast return option.

Select products for return

Return all or only selected products from your order list. You have 14 days to return them.

Provide shipping details

Check the data "pulled" from your order and complete the missing information: including shipping method, package type, and dispatch date.

Pack and send the parcel

Pack the return in the same or different packaging. Hand the package to the courier, take it to a parcel locker or a drop-off point. The products will be returned to the store.

You can also send the return to the address provided below.


Return address:

BACKSTORY MAŁGORZATA MIELCZAREK ALEKSANDRA POŁUBIAK spółka cywilna

ul. Jana Kilińskiego 107/10

90-011 Łódź

882 559 973

Remember to include the receipt and a declaration of withdrawal from the contract in the package. You can download the declaration here: Form of withdrawal from the contract. If you use a different form, be sure to provide your account number and clearly fill in your first and last name. This will speed up the refund process. You can send the declaration of withdrawal from the purchase contract to the email address: help@backstory.com.pl.


The 14-day return period is determined by the date of sending the email with the declaration or the date of dispatch of the return package. The returned goods must be complete (including tags) and must not show any signs of use. If you return a product to us that does not meet these requirements, we will be forced to send it back at your expense.

We transfer the money for the returned goods no later than 14 days after receiving the package. The form of refund depends on the payment method chosen when placing the order. If the order was paid by instant transfer, we will refund it in the same way. In the case of a partial return of the order, shipping costs will not be refunded.

The cost of returning goods to the Store is borne by the Customer. If the order was paid for but not collected, we will refund the order value less the cost of return shipping.

Complaints

If the product you purchased turns out to be faulty, damaged, or not in accordance with the order, we will be happy to help you solve this problem. Below is the complaint procedure:

1. Contact us using one of the available contact methods (contact form, email, hotline).
   Hotline (Monday to Friday, 8:00 AM - 4:00 PM): 882 559 973 E-mail: help@backstory.com.pl
2. Describe in detail the problem you encountered and attach all relevant information and documents, such as the order number, receipt, or invoice.
3. We will respond to your submission as soon as possible and provide further instructions regarding the complaint.
4. If the complaint is accepted, we will strive to resolve the issue in a way that is most beneficial to you. This may include exchanging the product for a new one, repair, refund, or another form of compensation.

Complaint address:
BACKSTORY MAŁGORZATA MIELCZAREK ALEKSANDRA POŁUBIAK spółka cywilna

ul. Jana Kilińskiego 107/10

90-011 Łódź

882 559 973

The detailed terms and conditions for returns and complaints can be found here. If you have questions about returns or complaints, please contact our customer service team: help@backstory.com.pl. We are here to help you and provide you with the best shopping experience.