STORROR logo
STORROR logo

FAQs

Shipping

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.

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 and a link to our tracking page.


Click on the tracking number link or enter the tracking number on our tracking page.


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.

Items are shipped from our warehouse in the UK using Royal Mail tracked services, DPD and DHL Express.

UK

Royal Mail Tracked 48 (2-3 business days) - £4

Royal Mail Tracked 24 (1-2 business days) - £5

DPD Next Working Day - £6

EU

Standard International (<1KG) - £12

Standard International (1-2KG) - £18

Express International (<1KG) - £45

Express International (1-2KG) - £50

Express International (2-5KG) - £70

USA

Standard International (<1KG) - £20

Standard International (1-2KG) - £25

Express International (<1KG) - £35

Express International (1-2KG) - £40

Express International (2-5KG) - £50

Canada

Standard International (<1KG) - £20

Standard International (1-2KG) - £30

Express International (<1KG) - £45

Express International (1-2KG) - £50

Express International (2-5KG) - £70

Australia & New Zealand

Standard International (<1KG) - £20

Standard International (1-2KG) - £30

Express International (<1KG) - £50

Express International (1-2KG) - £55

Express International (2-5KG) - £70

Rest of World

Standard International (<1KG) - £30

Standard International (1-2KG) - £40

Express International (<1KG) - £50

Express International (1-2KG) - £60

Express International (2-5KG) - 

Shipping rates may vary, check back here for updated information

International orders and customs fees

For EU orders, there are no customs fees for orders with a value below the IOSS limit of €150. If your order total is higher than €150, we highly recommend placing separate orders to keep the value below this.

For EU orders above €150, the required duties will be charged at checkout to avoid additional charges and delays at customs.

For other international orders customs fees may apply based on the value of the goods and the regulations in your country.

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

The carrier will notify you of the fees and their processing fee via email.

Failure to pay within 5 days will result in the return of the order to our UK warehouse and a refund for the items only (excluding shipping).

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 5-7 business days after dispatch notification is sent. But your parcel will be held by customs, and import fees must be paid by you within 5 days of the carrier notifying you, or it will be returned to us (see section above).

Orders to the rest of the world could take 7 to 21 days to arrive in your country. However, your parcel may be held by customs, and import fees must be paid by you within 5 days of the carrier notifying you, or it will be returned to us (see section above).

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.


Returns

Returns Policy

Goods are supplied, and refunds are issued in accordance with our Terms of Sale. By completing your purchase, you agree to these terms. Please ensure you read them here and consult our FAQs for additional information.

Requesting a Return

To request a return, please use our returns portal.

General Returns Policy

Eligibility for Returns

  • Refunds: A refund will be issued if the item is returned unworn, in perfect re-saleable condition, with all tags and labels intact, and in its original packaging.

  • Return Window: Items must be returned within 30 days of the order date.

  • Shipping Costs: Original shipping costs and return postage fees are non-refundable.

  • Proof of Postage: Retain proof of postage. Without this, refunds cannot be processed if the package is lost.

  • Exclusions:

    • Socks and hats: Non-returnable for hygiene reasons. Hygiene is a priority, so please check sizes carefully before ordering.

    • Posters: Non-returnable.

    • Discounted Items: Only eligible for exchange or store credit.

Additional Guidelines

  • Footwear:

    • Must be tried on with clean socks to maintain hygiene.

    • Return with the original box and internal packaging.

    • Returns will be denied if the footwear shows signs of wear beyond trying on, including any odor.

  • Returns Form:

    • Include the returns form provided by the portal.

    • If unavailable, include a note with your order number, name, address, and reason for return.

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.

UK Returns

  • Exchanges: UK customers can book an exchange using our returns portal. However, due to high stock fluctuations and potential warehouse errors, the item you request may not always be available once your return is received. If this occurs, a refund will be issued automatically.

  • Postage Recommendation: Use a service that provides proof of postage and, where necessary, tracking or insurance. Retain your receipt until the return is complete.

International Returns

  • Postage Costs: Customers are responsible for return postage. Please be aware that international returns may be expensive.

  • Exchanges: We can only process exchanges for UK customers. International customers who wish to exchange an item must return it for a refund and place a new order.

  • Postage Recommendation: Use a service that provides proof of postage and appropriate tracking or insurance. Retain your receipt until the return is complete.

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/exchange requests will be actioned promptly after confirmation of receipt.

  • Retain proof of postage until the process is fully completed.

Returning Faulty Items

If an item is faulty, damaged, or incorrect:

  • Contact us as soon as possible, providing images of the faulty item and your order number.

  • For faults arising within 6 months, email our customer service team at [email protected] with your name and order number for assistance.

If you have any further questions or require assistance, please contact our customer service team.

To request a return, please use our returns portal.

For UK customers: Yes, we offer exchanges for UK customers. You can book an exchange using our returns portal. However, due to stock fluctuations and potential warehouse errors, the requested item may not always be available once we receive your return. If this happens, you will automatically be refunded.

For international customers: Unfortunately, we do not offer exchanges for international customers. If you'd like a different item, you'll need to return the item for a refund and place a new order.


We are unable to cover your return fees, which vary based on the parcel's size, weight, and location.

Please note that international return postage can be prohibitively expensive. Consider this before submitting a return.

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/exchange 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.

International Orders & Customs Fees

For EU orders, there are no customs fees for orders with a value below the IOSS limit of €150. If your order total is higher than €150, we highly recommend placing separate orders to keep the value below this.

For EU orders over €150, you will likely need to pay customs and duties charges before the courier can deliver the package.

The carrier will notify you of the fees and their processing fee via email, text or phone call.

Failure to pay within 5 days will result in the return of the order to our UK warehouse and a refund for the items only (excluding shipping).

For other international orders, customs fees may apply based on the value of the goods and the regulations in your country.

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


If customs fees and taxes are refused and not paid within 5 days. This will result in the return of the order to our UK warehouse and a refund for the items only (excluding shipping).

Please be aware that the return of refused packages can take a number of weeks to process.

Please contact [email protected] if you have further questions.

You can find links to all of our international delivery partners HERE

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

Product Sizing & Care Instructions

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.

STORROR Video Game

STORROR Parkour Pro will be the world’s first online multiplayer parkour video game, and it’s currently in development…

Find out more info on the game website here.

You can buy early access to a playable demo version for Windows PC, plus all new versions as they become available and the final game on the STORROR PARKOUR PRO Website here - https://storrorparkourpro.com/

The STORROR Team

The STORROR boys don't hold formal meet & greets. They'd much rather just bump into you out training and chat. Occasionally, STORROR hold public events such as the STORROR Big Wall Open and these provide a great chance to meet the team.

Due to the team's busy schedules, which are often planned months in advance, it's not possible for the boys to just pop over for a training session. However, they're always on the lookout for unique locations to train and film at, so if you have anything that may interest them, feel free to send it in.

Unfortunately, our official STORROR posters are produced at separate facilities from where we store the rest of our products so it's not possible for the team to sign anything.

Most of the time, STORROR videos just feature the team and select invited guests; however, if you see the guys out filming, you're always welcome to have a chat. You never know, they might end up putting you in a video!

Unfortunately, STORROR products are not currently stocked in any physical retail locations and can only be purchased online from our website.

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