FAQ

Please check the status of your order on your website account. By logging in you can see your order status, order history, saved addresses, order tracking, and more.

If you haven’t registered an account, please check your order tracking information here.

The majority of orders are processed and shipped within ~1-4 business days. On Christmas period, holiday season the fulfillment of some of items could take a bit longer ~3-7 business days.

Check individual product status and processing time on the product page. Once your order is ready, it will be immediately shipped to your destination.

To make changes to an existing order, please email us at [email protected]. If the parcel is still not prepared for shipping and not dispatched changes could be possible. We’re very sorry but we cannot make changes to custom orders or already shipped items.

Before placing your order, please check (and perhaps double check):
– The size of each item in your order
– The quantity of each item in your order
– Your shipping address, to make sure your order ends up where it’s supposed to

If the parcel is not dispatched to cancel your order, please email us at [email protected].

We’re very sorry but we cannot cancel already shipped items or custom orders.

If you accidentally ordered the wrong size, quantity or item, please place a new order and send the original order back to us for a refund. To learn more, please read our return policy.

If you’re unable to place your order on our website, please try the following steps:

  • Remove all special characters (such as / ( & € * # ) from the checkout fields and change all letters to classic Roman letters (u y z c d r s) if needed. Make sure that all mandatory fields are filled in. They will be marked with *.
  • Refresh your browser. If any items sold out during your session, this should now be visible in your cart.
  • Use another device. E.g. If you’re on a mobile device, please try placing your order from a computer instead.
  • Clear cookies and cache from your browser. If this does not work, try changing to a different browser. Restarting the computer also could help.
  • The shipping country determines which regional website to shop from. To make sure that you order from the correct regional website, please choose your flag/shipping country in the country selector.

Click the main menu and you’ll find it at the very bottom of the page.

Image of the main menu. An arrow is pointing at the country selector on the bottom of the page. If none of the above suggestions resolve the issue, please contact our support.

The order confirmation should be sent within a few minutes, but there can be occasional delays. If you haven’t received the confirmation email after 24 hours and it’s not in your spam folder, please contact us so that we can check on the status of your order.

We work really hard to make sure our products are of the highest quality possible. Every product gets tested during production, checked twice before it’s packed and shipped to you.

We’re sorry if there’s an item missing or is incorrect from your order. Please get in touch with us and we will do everything we can to make things right.

Please remember to state your order number for a quick and efficient process.

We work really hard to make sure our products are of the highest quality possible. Every product gets tested during production and before it’s shipped to you.

Please reach out to us attaching a picture of the faulty item so that we can review your claim.

Note that the shipping time starts once your order is shipped. Please keep in mind that these are estimates and the exact delivery time depends on the local postal service in your country.

Standard delivery:

In cooperation with your country’s official (national) post service by registered priority airmail:

  • Europe 1-2 weeks.
  • The United States, Canada 2-4 weeks.
  • Australia, New Zealand 3-6 weeks
  • Other Countries (worldwide) 2-6 weeks.

Delivery terms are approximate and are based on our experience.

Express delivery takes ~3-5 business days in Europe, 4-7 business days worldwide, 1-2 week Australia, N.Zealand. Mostly depends on location. Please write your phone number at the checkout. Carrier will call to discuss details about the arrival of your order.

Please note that during sales and the holiday season (November, December) delivery times are longer than stated above. When the parcel is dispatched we cannot make any impact on the Post office, carrier or customs work. So we cannot guarantee the exact delivery date.

When we dispatch the package we cannot make any impact on any post office, carrier, or customs work. Remember that this is an estimation and that the shipping time starts once your order is shipped. It is also worth checking if there are any local delays in your area.

Usually, most of the parcels are stuck at customs. Also, shipping delays may occur due to mail carrier service policies. These may include weekends, public holidays, mail carrier service closures, weather delays, and the like.

If the shipping address in your order confirmation is correct and the estimated delivery time has passed, please allow the postal services 7 more business days to deliver your parcel – sometimes things take a bit longer than expected. Should more than 7 business days pass after your estimated delivery date and you still haven’t received your order, let us know here and we’ll help you out.

We are very grateful for your patience, understanding, and cooperation.

Once your order has been dispatched from our warehouse, you will receive a message with a tracking number in your shipping confirmation email.

Here you can track your parcel:

You can view the progress of your parcel as it moves towards your delivery address. It will also explain if there are any difficulties in getting your delivery to you.

If you refuse a parcel, it will come back to us automatically.

When the parcel is returned to the sender, we will refund the item.

If the shipping was free, please note we will refund less -8-15 eur or more (depending on the shipping price which we covered) because we have to cover these expenditures.

For countries outside of the European Union: If you refuse a high-value package, the package will be returned to us. We will then charge you 75 AUD / 6800 JPY / 65000 KRW / 500 NOK / 50 USD in shipping/handling, return, and administrative fees, which will be deducted from your refund.

Orders shipped from our warehouse in Lithuania (Europe) to countries outside of the European Union may be subject to import VAT, customs duty and fees, which are levied once your package reaches your country.

  • There are no additional taxes or duties to pay for buyers for the European Union.
  • For buyers from NON-EU, some import fees and taxes may apply on item arrival. Since customs policies vary widely from country to country, please contact your local customs office for further information.
  • The buyer assumes all responsibility for taxes and/or duty fees imposed by their individual country.
  • For countries outside of the European Union: If you refuse a high value package, the package will be returned to us. We will then charge you 75 AUD / 6800 JPY / 65000 KRW / 500 NOK / 50 USD in shipping/handling, return, and administrative fees, which will be deducted from your refund.
  • For the UK clients. After Brexit (31.12.2020) for all the orders over 135 GBP has to be paid VAT taxes in the UK.

Here are more information for the UK customers due to Brexit and taxes. https://www.instituteforgovernment.org.uk/explainers/tax-brexit

If they are worth more than £135 or contain alcohol, tobacco or perfume, the UK consumer has more to do. The foreign retailer is not required to charge VAT or excise duty (whether at the UK rate or its own) on the sale. Instead, the UK consumer must pay HMRC the tax owed. Usually, the postal service or the courier will pay HMRC on the individual’s behalf, then require the individual to repay them before the goods are released. They may also charge an administration fee for this service.

We encourage our customers not to return their purchases because of saving the environment. Every delivery requires logistics (CO2, fuel, people work, the other inputs and efforts).

Maybe it could be a nice gift to your family member or a friend?

However, you have a right to return the item if you decide so. Just all return costs are covered by the customer.

You have 14 calendar days (from delivery date) to return products bought from thingstories.com.

Returns and exchange are not accepted for:
– Custom orders – as they are handmade to order and made for every single order.
– Final sale. Sale items are marked by discounts and/ or have a coupon code.
– Sample sale. Sample sale items will be clearly marked as “SALE” or “SAMPLE SALE”.
– Gift cards.
– Fabric or product samples, cut-to-length linen fabric.

All items have to be unused with labels intact.

Note that we do not offer free returns. Please use a shipping company of your choice to return your item(s). We understand there are benefits with free returns but at the same time there is a downside to it as well. We need to protect our planet and excess shipping has a negative impact on the environment.

We strongly recommend shipping via registered mail with tracking no that we all could see where the parcel is. Please let us know when the parcel will be dispatched. We will be expecting it.

When the parcel will be received, we will issue a refund for the item. You will then receive an email saying you can expect your refund within 1-2 weeks. Please note that you will not be reimbursed for the original shipping charges.

Please note we will refund less -8-15 eur or more (depends on the shipping price which we covered) when the item was with free shipping.

Any refund made by us will be processed back to the payment method used when placing your order.

If you would like to exchange your item for a different color or size, please place a new order to secure stock and return your unwanted item.

We do not take responsibility for any items lost during the return shipping.

If you’d like to return the item, please inform us firstly. Email us more details about the order: order no, your full name, surname, country.

We strongly recommend shipping via registered mail with tracking no that we all could see where the parcel is.

Please let us know when the parcel will be dispatched. We will be expecting it.

VERY IMPORTANT DUE TO CUSTOMS

Most all returned parcels are held at customs (from the USA, UK and other non EU countries).
If you will not follow these instruction we may not receive the parcel.

So please return the item:
– in the original packaging if it’s possible
– add the order slip (in the transparent plastic bag) and stick it on the envelope that the customs could see that it is a returning order (the photo as an example is attached),
– at the declaration mark “return”/ “returning item” + the price must be the same as in the order slip
– with tracking no (customs writing us an email with this tracking no and asking for documents that prove that the item is returned)

Please return the item to this address:
MB Thing Stories
Melioratorių g. 57-5
97137 Kretinga
Lithuania

When the parcel will be received, we will issue a refund for the item. You will then receive an email saying you can expect your refund within 1-2 weeks.

Please note that you will not be reimbursed for the original shipping charges.

Please note we will refund less -7-15 eur or more (depends on the shipping price which we covered) when the item was with free shipping.

Looking to exchange? We only accept return for refund. If you would like to change your item for a different color or size, please place a new order to secure stock.

Note!

Items can be returned within 14 calendar days of receiving them.

We cannot cover return shipping costs or take responsibility for items lost on their way back to us.

All items must be returned in good condition with original labels intact.

We encourage our customers not to return their purchases because of saving the environment. Every delivery requires logistics (CO2, fuel, people work, the other inputs and efforts).

Maybe it could be a nice gift to your family member or a friend?

However, you have a right to return the item if you decide so. Just all return costs are covered by the customer.

If you’re not 100% satisfied with your purchase or received a wrong product, we will gladly take it back or exchange it for another item.

We do not exchange or accept returns on final sale and last chance items, gift cards, face masks, fabric samples, Cut-to-length linen fabric, and custom orders.

Returns and exchanges can be made within 14 calendar days of delivery.

Please note that we do not cover shipping costs for items that are being returned or exchanged unless they are defective. For more details, please read our Return Policy.

Once the item is received back to us, we will send you a confirmation to the provided email address. We will issue a refund to your original payment method within 10 business days.

For packaging we are using boxes and paper bags.

If you’d like to receive box packaging/ gift wrapping, please let us know in the notes of the order.

If you’d like to add a personal message of max 5 words, please add it in the notes of the order.

We are very sorry but at the moment we cannot offer any personalization on the product (available only size customization). We hope to be able to offer this in the future.

For linen fabric the most important is the way of washing it. We recommend in the washing machine at 30-40°C / 86-104°F on a short and soft program (the wool program is the best). Do not use bleach or detergents containing bleach. Dry in the drying machine also on a short/ medium program, low temperature. Hot iron if necessary.

We’d like to stay as sustainable as we can, so that is why we are sewing table linens of not pre-washed linen fabric. Linen made of natural fibers usually shrinks ~5% (mostly in length) when washed for the first time. Because every wash requires energy, people work, detergent, etc. So we are leaving this step to our clients.

Linen towels are pre-washed twice, but it could have left linen fibers anyway. So when you use a towel it could leave linen fabric fibers on your body. After a few washes and/ or after drying in a drying machine these fibers will be washed/ dried away.

This is very normal for natural linen fabrics.

We do offer custom sizes for table linens: tablecloths, table runners, placemats, napkins.

We do not customize bags, pouches.

We have bags in 6 sizes. And these sizes are standard.

We are very sorry but we cannot offer any customization for the bags.

When we are making linen items we have fabric leftovers. And from these leftovers we make bags and other smaller things. That’s how we manage working to zero waste and being as sustainable as we can.

We are keeping bags because of this reason.

Only in larger quantities we could make custom size bag (starting from 20 pcs.), because making templates takes time + there’re fewer leftovers of the fabric.

To request a custom size, please contact us before making a purchase. We will provide you with details and prices.

Please email us at [email protected].

We ensure that our fabric and other materials suppliers are of high standards; from quality, social and environmental perspective, by making a holistic assessment before we bring them in as an approved business partner.

We are family business and make in small quantities. Our products are handmade in Vilnius, Lithuania. Lithuania is one of the three Baltic states located in northern-eastern Europe.

Currently we are out of stock with linen fabric samples.

Please email us at [email protected] and we will let you know more details.

Linen fabric is made of flax. It is a natural fiber derived from the flax plant. To grow the falx there’s no need of pesticides. Also linen requires 60% less water than cotton.

Linen fabric can be recycled and is naturally biodegradable, which puts it high on the eco-friendliness chart.

All our products are made from OEKO-TEX Standard 100 certified linen fabric.

What is Oeko-Tex?

Oeko-Tex is a certification system for materials used in a certain product. The certification confirms that the material and/or final product is correctly produced without hazardous and toxic substances, has been tested for harmful substances and that the article therefore is harmless for human health.

For more information, visit Oeko-Tex website -> https://www.oeko-tex.com/en/

Linen fabric is made from natural linen plant. We could say that linen is a bit similar to wine which taste and quality depend on terroir. So linen flax depends on the same things: soil, climate, weather, manufacturing conditions.

The color of natural linen depends heavily on its growing conditions, meaning fabrics made from this year’s crop might differ in color from the year before, even after dyeing.

If you need a matching set, we recommend ordering everything in one purchase.

Please note! Colors in the listing photo can slightly vary from different monitors.

Printed colors may slightly vary from those seen on your monitor screen.

Linen fabric is naturally soft, so it is perfect for even the most sensitive skin.

Linen fabric is 3 times stronger and 5 times more resistant to abrasion than cotton.

After each washing the fabric becomes softer and less wrinkly. Linenhas very high absorption capacity and dries rapidly.

Natural linen is suitable even for sensitive people suffering from various allergies.

So if you want to calm your skin and take a full care of it, this choice will be one of the best ones

The currency you see on our site depend on the shipping country you have chosen in the country selector. The shipping country automatically sets the currency, and it is not possible to choose to pay in a different currency. Possible shipping charges are calculated and added at checkout.

Thing Stories is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.

For all countries within the European Union, the VAT is included in the price and there are no customs or import charges.

For NON European Union countries:
– VAT IS NOT included.
– Import fees and taxes may apply on item arrival. Since customs policies vary widely from country to country, please contact your local customs office for further information.
– The buyer assumes all responsibility for taxes and/or duty fees imposed by their individual country.
– If you refuse a high value package, the package will be returned to us. We will then charge you 50 EUR in shipping/handling, return + administrative fees or any taxes, which will be deducted from your refund.

You can choose to pay with the most common payment methods (Visa, Mastercard and PayPal) on all our websites.

We also offer several local payment methods depending on your shipping country. You can see all the payment methods available for your specific country on the payment section of the checkout page.

The total amount of your order will be withdrawn from your account when the order is completed and approved.

A PCI-certified auditor has audited Stripe. Stripe is certified PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we use the best-in-class security tools and practices to maintain a high level of security at Stripe.

Stripe forces HTTPS for all services using TLS (SSL). Also, all card numbers are encrypted at rest with AES-256.

About Stripe security is here -> https://stripe.com/docs/security

If you want to apply a discount code to your order, you can do so by entering it in the “Add a discount code” field in your shopping cart. Please make sure that there are no additional spaces before or after.

Once you’ve entered the code, click on Apply and the code will be added to your order. You’ll see the discount value and the total of your order will change to reflect the code.

Discount code not working?

If your code isn’t working, please check the below:
– Discount codes are only applicable on regular priced products and not on already discounted ones.
– They can not be combined with other offers and will not apply on Limited/Special Editions.
– You can only use one discount code per order.
– Each discount code will have specific terms and conditions. When you receive a code, make sure to check as some may only be valid for certain items and the majority of codes will have an expiry date. You will find the terms and conditions in the same place you found the code (i.e. in the email or on our website).

If your discount code is still not working after checking all of the above, please get in touch with our Support Team so we can help you further.

All campaigns will have unique terms and conditions that will be communicated with each offer.

General information about our campaigns & offers:
– They are valid for a limited time only and can not be applied before or after.
– They do not apply on Limited/ Special Editions or items that are already discounted.
– The discount is either applied automatically or by entering a code at checkout.

Subscribe

If you want to be the first to know about new ideas in how to use linen textile at home, new collabs, great offers and every colorful sale, our newsletter has all the good stuff. Sign up at any time by finding the box at the end of the web page saying ‘Your email’. Enter your email address, click ‘Mail’ icon and wait for the good times to roll in.

Unsubscribe

If you wish to unsubscribe from Thing Stories newsletters, you can do so by scrolling all the way down to the bottom of a Thing Stories newsletter and click the link to ‘Unsubscribe’.

You will then be redirected to a confirmation page, that will confirm that you have successfully been unsubscribed and will no longer receive any information or updates from us.

Trouble finding the unsubscribe button? Try using the search command in your browser to locate it in your window.

Please note, once unsubscribed, it can take up to 7 days for the change to take effect.

If you can’t find the answers you’re looking for in our Help Centre, you can always contact our Customer Support.

Here is how:
– Social Media: Send us a DM (Direct Message) on one of our official Thing Stories social media pages and we’ll get back to you as soon as possible (mostly in 24 hours on business days, weekends are our family time):
Facebook -> https://www.facebook.com/thingstories
Instagram -> https://www.instagram.com/thing_stories/
Twitter -> https://twitter.com/Thing_Stories
– Or email us to help @ thingstories.com
– We currently do not offer phone support

The main language of our Customer Support is English.

Please keep in mind that sending several contacts with the same question will not speed up the reply time. Multiple contacts can instead make our queues longer and increase the wait time for everyone. It’s easy to get in touch with us but please keep to one support channel so that our Customer Support can keep track of the conversation and answer as soon as possible. Always include your order number and useful information when you do. Thank you very much!

We work worldwide wholesale to home/ furniture stores, boutiques, hotels, restaurants, SPA/ sauna, massage salons. Also, we cooperate with wedding planners.

Private labels are possible too, just let us know the quantities and items you are interested in.

Please send the following information to [email protected]:
– Business Name, Full Address and Country
– Phone Number
– Email address
– Your first and last name
– Type of Business: Hotel/ Restaurant/ Caffee/ SPA/ Sauna/ Massage salon/ Wedding planner
– The product you areinterested in.
– Any relevant additional information such as what other Brands are carried etc. (optional)

In order to receive a timely reply, please make sure to include all information asked for above.

Please fill out the Wholesale or the Hotel contact form.

Do you own a boutique, online shop or gift shop?

If you’re interested in selling Thing Stories products, please follow the instructions:

Please send the following information to [email protected]:
– Business Name, Full Address and Country
– Phone Number
– Email address
– Your first and last name
– Type of Business: Online Only/New Business/Independent Store/Boutique/ Multiple Retailer
– The product you areinterested in.
– Any relevant additional information such as what other Brands are carried etc. (optional)

In order to receive a timely reply, please make sure to include all information asked for above.

Or please fill out the Wholesale or the Hotel contact form.

Make sure to provide all the information requested in order to receive a timely reply.

Do you represent a registered company looking to buy Thing Stories for colleagues, an event or as gifts to clients?

Please send the information below to [email protected]:
– Business Name, VAT-number, full invoice address
– Country
– Contact details (e.g. your first and last name, phone number, and email address)
– Purpose of order (e.g. giveaways at event, staff gifts etc.)
– Any relevant additional information such as preferred styles, size split or colour-ways

It is important to include all information asked for above and to send your request in English in order to receive a timely reply. We will get in touch with you as soon possible.

For all press and media enquires, please contact us by email [email protected].

Do you like Thing Stories linen textile items? Do you have your own social media page? Or maybe have an idea about building the project together?

If you have ideas and our values are matching, please email us [email protected].

Please let us know about you more, so write a bit about yourself and why you’d like to work with us. Thank you!

We are always happy to collaborate with bloggers, vloggers, stylists, photographers and other creatives who share our values and love for high-quality linen items.

Please let us your ideas by [email protected] and we will get in touch with you.

What is a cookie?

A “cookie” is a small text file that is downloaded onto your device such as computer or smartphone when you access our website. Thing Stories use cookies and other similar technologies in order to make our website work efficiently and secure and to improve personalized user experiences, , perform analytics and deliver personalized messages on our website, apps and newsletters across internet and via social media platforms.

When referring to cookies Thing Stories include: first- and third-party cookies, tracking pixels and plug-ins, including technologies those from third party publishers, other tracing technologies.

All cookies have a publisher which tells you who the cookie belongs to. The publisher is the owner of the domain specified in the cookie. Whenever you visit our website/s, Thing Stories place cookies onto your device for different reasons. Such cookies are called “first-party” cookies, whereas cookies set by a third-party company, such as a social media platforms or ad network/ad tech providers, are called “third party” cookies.

How to withdraw your cookie consent?

You can at any time disable your non-essential cookie by withdrawing your consent. You manage your cookie consents. When you accept marketing cookies, you give Thing Stories your consent to place cookies on your device to provide you with relevant content that fits your interests.

What types of cookies do Thing Stories use and why?

Strictly Necessary Cookies
These cookies are necessary to maintain our services and cannot be switched off. They are usually only set in response to actions made by you, such as creating an account or saving a wish list for later.

Functional Cookies
These cookies enable the website to provide enhanced functionality and personalization. They may be set by Thing Stories or by third party providers whose services Thing Stories have added to our pages.

Performance Cookies
These cookies allow Thing Stories to count visits and traffic so Thing Stories can collect insights like which pages are the most popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore, anonymous.

Marketing Cookies
When you accept marketing cookies, you give Happy Socks your consent to place cookies on your device to provide you with relevant content that fits your interests. These cookies may be set through our site by our advertising partners or Happy Socks, to build a profile of your interests and show you relevant content on our and third-party sites.

Our email privacy policy describes how Thing Stories protects your privacy when collecting and using personal information provided by you.

Why do you receive emails from us?
If you receive emails from us, you have either purchased our products and receive emails in relation to your purchase or you have subscribed to our newsletter through a form.

How do we collect and use information?
Based on your consent, we process your email address to send direct marketing information to you. These emails contain information in relation to our products and services, such as exclusive offers, collection launches, events or similar. In order to send personalised newsletters, we also process information regarding your order history, order value, payment method used, GEO location when opening the newsletter and your language preference.

You have the right to request access to the personal data that we store about you. Furthermore, you have the right to at any time oppose to our processing of your personal data for direct marketing purposes and unsubscribe from future communications from us. Should you have any issues regarding our processing of your personal data, please do not hesitate to contact our Customer service.

How can you unsubscribe?
If you no longer wish to receive our newsletter, you can unsubscribe at any time, by clicking the “Unsubscribe” link in the footer of any of our newsletters.

We protect your privacy!
The information that you provide is exclusively available to employees and service providers for the sole purpose of sending you newsletters or fulfilling your order. We always treat your personal details with the utmost care and will never sell or share personal information with other third parties unless we have your permission.