Refund & Return Policy
Refund & Return Policy
Last Updated: June 2026
Our Commitment
At Block Story, we want every builder to have a great experience. If something isn't right with your order, we're here to help.
Please review the policy below before making a purchase.
Return Eligibility
To be eligible for a return, products must be unopened, unused, and returned in their original sealed packaging.
Return requests must be submitted within 30 days of delivery.
Items that do not meet these requirements may not be eligible for a refund.
Non-Returnable Items
For quality assurance and product integrity reasons, opened, used, assembled, or partially assembled products are not eligible for return.
Gift cards, clearance items, final sale items, customized products, and special-order products are also non-returnable.
Products damaged through misuse, modification, improper handling, or normal wear and tear are not eligible for return.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
When contacting us, please include your order number, a description of the issue, and clear photos of both the product and the packaging.
Our team will review the information provided and work with you to find an appropriate resolution.
Missing Pieces Support
Building sets contain many individual components.
If your set is missing pieces, please contact us and we'll assist in arranging replacement parts whenever available.
Missing pieces do not automatically qualify an order for a return or refund.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
For all approved returns, we recommend using a trackable shipping service.
Original shipping charges are non-refundable unless the return is the result of our error.
Refunds
Once your return has been received and inspected, we'll notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method used during checkout.
Depending on your financial institution, refunds may take between 5 and 10 business days to appear in your account.
Order Cancellations
Orders may be canceled before they enter processing.
Once an order has entered processing, fulfillment preparation, or shipment, cancellation may no longer be possible.
Refused Deliveries
If a shipment is refused or returned due to an incorrect shipping address provided by the customer, return shipping, handling, and any carrier fees may be deducted from any eligible refund.
Chargebacks
If you experience an issue with your order, we encourage you to contact our support team before initiating a chargeback.
We're committed to resolving concerns fairly and efficiently whenever possible.
Fraudulent or abusive chargebacks may be disputed with supporting order, shipment, and delivery documentation.
Contact Us
For refund or return requests, please contact:
Email: support@theblockstory.com
Block Story