FAQs

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number enabling you to track the parcel's status.

Tracking information may not be immediately available after your order is placed. It can take a few hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Shipping Policy

EU orders

• There are no additional customs fees on orders below €150 (IOSS limit).

• If your order is above €150, any duties/taxes are calculated and charged at checkout, so your courier won’t ask you for payment on delivery.

U.S. orders

• Due to changes to tariffs and removal of the de minimis, U.S. customers pay duties/taxes at checkout.

• These fees are pre-calculated and collected at checkout, so you won’t receive unexpected courier bills while the package is in transit.

• This also speeds up delivery. If tariff rules change, we’ll update this policy to keep your experience smooth and fairly priced.

Rest of World international orders

• Duties/taxes may apply depending on your country’s rules and the value of goods.

• Where possible, these fees are calculated and charged at checkout to avoid courier delays or surprise charges.

• STORROR is not responsible for any additional import/customs charges applied by your local authority.

Shipping services

All orders ship from our UK warehouse using:

• UK: Royal Mail Tracked + DPD Next Day

• International:

  • FedEx International (1–5 Business Days)

  • FedEx International Priority (1–3 Business Days)

Delivery windows are estimates and can vary by country, season, and local carrier performance.

Shipping costs

Shipping is weight-based by destination. Choose Economy or Priority service at checkout.

UK

• Royal Mail Tracked 48 (2–3 business days): £4

• Royal Mail Tracked 24 (1–2 business days): £5

• DPD Next Working Day: £6

Europe (EU/EEA)

Switzerland, Norway, Iceland, Microstates & Channel Islands

USA

Canada

Australia & New Zealand

UAE, Qatar, Saudi Arabia, Israel, Kuwait, Bahrain, Oman

Japan, South Korea, Singapore, Hong Kong, Taiwan

Mexico

Rest of World

Order processing & delivery

• Order confirmation is emailed immediately after purchase (check spam/Promotions tabs if missing).

• Orders placed before 4 pm (Mon–Fri) usually ship same day, except UK public holidays and the Christmas/New Year closure.

• Delivery estimates are not guaranteed. Peak shopping periods (e.g. Black Friday → Christmas) can extend transit times.

• If your order hasn’t arrived as expected, please email customer services with your order number.

We ship to most countries worldwide. If we currently do not ship to your country, please contact our support team and we may be able to help you.

Immediately after placing your order, you will be sent an order confirmation – check junk mail and promotions/social tabs if you’ve not received it. Contact customer services if it’s not there.

We aim to dispatch orders within 2 business days (Monday to Friday, excluding UK national holidays and the Christmas/New Year holiday period when our warehouse is closed).

You will be emailed a dispatch notification. If you’ve not received this 2 business days after placing your order, first check your junk mail. If it’s not there, contact customer services.

UK orders should arrive 2 or 3 days after the dispatch notification is sent to you, but we cannot guarantee this.

European orders should arrive in your country 2-5 business days after dispatch notification is sent.

Orders to the rest of the world could take 2-5 days to arrive in your country. 

Dispatch and delivery times are estimates only. Delivery can take much longer during peak online shopping periods, especially from Black Friday through to Christmas.

If your goods have not arrived within the time you expect, please email customer services stating your name and order number.

If you have placed an order and realise your address is incorrect, you have a small window of time to amend it before the order is fulfilled.

Please head to the Order management portal and add your order number and postcode. If your order has yet to be fulfilled, you will see an option to edit your address.

If this option is not available, then unfortunately, it is too late to amend your order.

If in the chance your order cannot be delivered, it will eventually return to our warehouse, where we can organise redelivery.

We don't restock every item, so if something shows as out of stock on the website, it may not be returning. However, for items that are restocked, you can sign up for notifications on the product page to receive an email when they’re available again.

Lost packages

At STORROR, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 24 hours of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

Goods are supplied and refunds issued in accordance with our Terms of Sale. By completing your purchase, you agree to these terms.

To request a return, please use our returns portal.

Your right to cancel

If you are a consumer in the UK or EU, you have a legal right to cancel your order within 14 days, for any reason. This right applies to all goods, including sale and discounted items.

• The 14 days run from the day you receive your goods.

• Where an order arrives in more than one parcel, the 14 days run from the day you receive the last item.

• To cancel, tell us within that period using our returns portal or our cancellation form (https://storror.com/pages/widerruf-formular).

• You then have a further 14 days from telling us to send the goods back.

Returning the goods

• Items must be unworn and in re-saleable condition, with tags intact and in original packaging.

• You pay the cost of return postage. This is deducted from your refund at the final step in the portal, and you will see the adjusted amount before you confirm.

• Proof of postage is required. We cannot process a refund for a parcel lost in transit without it.

• We may reduce your refund to reflect any loss in value if the goods have been handled more than was necessary to establish their nature, characteristics and functioning.

Your refund

• We refund to your original payment method.

• Your refund includes the standard delivery charge you paid on the original order. Where you chose a faster or premium service, we refund the cost of our cheapest standard option.

• Where import duties or taxes were collected at checkout, these are included in your refund.

• We refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.

Exchanges

We do not offer exchanges. If you need a different size or item, please return your order for a refund and place a new order.

Exclusions

• Sealed socks cannot be returned once the seal is broken, for hygiene reasons. This does not affect your rights if the item is faulty.

• Personalised or made-to-order items cannot be returned unless faulty.

Footwear

• Try on indoors, with clean socks only.

• Return with the original box and packaging.

• We cannot accept footwear showing signs of wear or odour, or with packaging missing.

Faulty, damaged or incorrect items

Nothing in this policy affects your statutory rights. Goods must be of satisfactory quality, fit for purpose and as described.

• Submit a return through the portal, select Faulty/Damaged, and upload photos when prompted.

• You have 30 days from delivery to reject faulty goods for a full refund, including all delivery costs.

• For faults appearing later, email [email protected] with your order number and details.

• We pay return postage on faulty, damaged or incorrect items.

Gifts

Gift recipients can submit a return without the original order information. Refunds are issued to the original payment method used for the purchase.

Processing times

• Returns are processed as quickly as possible, though busy periods may cause delays.

• You will receive an email confirmation once your return is complete.

• Keep proof of postage until your refund has been finalised.

Refunds

• Refunds are issued once your return is received and inspected at our UK warehouse.
• Original delivery fees are non-refundable.
• Return postage is automatically deducted from your refund during the final step in the portal. You’ll see the adjusted amount before confirming your return.
• Refunds are issued to your original payment method only.
• Import duties and customs fees are non-refundable.
• Allow up to 21 days for your refund to appear.

Please contact us at [email protected] as promptly as possible, and we will do what we can to assist you before your order is dispatched.

Processing Times for Returns

• Returns are processed as quickly as possible, though delays may occur during busy periods.
• Once your return has been processed, you will receive an automated email confirmation.
• Refund requests will be actioned promptly after confirmation of receipt.
• Retain proof of postage until the process is fully completed.

Refunds

• Refunds will be processed once the returned item has been received and inspected at our UK warehouse.
• Allow up to 21 days to receive your refund.
• Refunds will be issued to the original payment method.
• Import duty and customs fees are non-refundable.

EU orders

• There are no additional customs fees on orders below €150 (IOSS limit).

• If your order is above €150, any duties/taxes are calculated and charged at checkout, so your courier won’t ask you for payment on delivery.

U.S. orders

• Due to changes to tariffs and removal of the de minimis, U.S. customers pay duties/taxes at checkout.

• These fees are pre-calculated and collected at checkout, so you won’t receive unexpected courier bills while the package is in transit.

• This also speeds up delivery. If tariff rules change, we’ll update this policy to keep your experience smooth and fairly priced.

Rest of World international orders

• Duties/taxes may apply depending on your country’s rules and the value of goods.

• Where possible, these fees are calculated and charged at checkout to avoid courier delays or surprise charges.

• STORROR is not responsible for any additional import/customs charges applied by your local authority.

STORROR is not responsible for any additional import/customs charges.

You can find size guides on every relevant product page. 

Our clothes normally have a standard relaxed fit, except when the product information states that it is an oversized style. If you like your clothes to be very loose fitting, and the item you want is not listed as being oversized, consider ordering a size up, but check the size guide first.

Please check the sizing very carefully before ordering – if you need to return something, we cannot refund your original shipping cost, or any import/customs fees you paid, and you must pay your own return postage cost.

No, sorry, we no longer offer children's sizes.

Use cool wash only – that’s 30° Celsius (86° Fahrenheit). Wash similar colours together. Do not bleach. Do not tumble dry. To iron, turn the garment inside out and use a medium temperature setting.