Frequently asked questions

Stori is a South African handcrafted marketplace where you can buy directly from the artisans who make the goods. Every product comes with the maker's story — who they are, where they're based, what materials they use, and why they make what they make. No middlemen, no mass production.

Browse the shop, click on any item you like, and add it to your basket. When you're ready, head to checkout and follow the steps. Payment is handled securely via PayFast and we'll send you a confirmation email as soon as your order is placed.

We use PayFast as our payment gateway, which supports major credit and debit cards (Visa, Mastercard), EFT, instant EFT, SnapScan, and Mobicred. All transactions are encrypted and processed securely.

Your bank statement will show "Stori" as the merchant name. If you see this charge and don't recognise it, it's simply your purchase from thestori.co.za. If you have any concerns about a charge, please contact us at support@thestori.co.za before disputing it with your bank — we'll resolve it for you quickly.

First, check your spam or junk folder as confirmation emails sometimes land there. If it's not there, log into your Stori account and check under My Account → Orders. Your order will be listed there if the payment went through. Still unsure? Contact us at support@thestori.co.za and we'll check immediately.

Yes — we ship nationwide across South Africa through our courier partners. Shipping costs and estimated delivery times are shown at checkout based on your location. We are working on expanding to international markets in future.

Delivery times vary by vendor and product type. Standard items are typically dispatched within 1 to 5 business days after payment is confirmed. Made-to-order items may take longer — the estimated production and dispatch time is shown on each product listing. Once dispatched, delivery typically takes a further 2 to 5 business days depending on your location. Remote areas may take a little longer. You will receive tracking information once your order is on its way.

We want you to be completely happy with your purchase. If your item arrives damaged or is materially different from its description, contact us within 14 days of delivery and we will make it right — with a replacement, repair, or full refund. Under the Consumer Protection Act you also have the right to return defective goods within 6 months of purchase. Because our products are handmade, minor natural variations between pieces are not considered defects — these are part of what makes each piece unique. Made-to-order and personalised items may have different return conditions which are stated on the product listing. Please see our full Returns Policy for complete details.

If your order hasn't arrived within the estimated delivery window, the first step is to check your tracking information — a link is included in your dispatch confirmation email. If the tracking shows no movement for more than 3 business days, or if the estimated delivery date has passed, contact us at hello@thestori.co.za with your order number and we will investigate with the courier on your behalf. If your order is confirmed lost in transit, we will arrange a replacement or issue a full refund. We've got you covered.

Each creator has a profile page where you can read about their work. At the moment, all queries go through Stori — email us at hello@thestori.co.za and we will connect you with the right maker.

Many of our makers offer custom and made-to-order work — personalised engravings, custom sizes, bespoke colour choices, and more. Where a vendor offers this, it will be indicated on their product listing or creator profile. To request something custom, contact us at hello@thestori.co.za with your idea and we'll put you in touch with the right maker. Please note that custom and personalised items may have longer production times and different return conditions, which will be clearly stated before you confirm your order.

Yes. Every creator on Stori is vetted before they can list products. We review their work, their process, and their story to make sure everything sold on the platform is authentically handcrafted. No dropshipping, no mass-produced goods.

We review all vendor applications before granting access to keep the marketplace quality high. Click “Become a Vendor” in the navigation bar to fill in our application form — it takes about 5 minutes. Tell us who you are, what you make, and where you’re based. Our team reviews every application personally and aims to respond within 5 business days. If approved, you will receive an invitation to set up your profile and start listing products.

Once a buyer's order is marked as delivered, your earnings enter a 14-day settlement hold. This short window protects buyers in case an item arrives damaged or needs to be returned — it's standard practice for marketplace platforms and is required by our payment processor. After the 14 days have passed without a dispute, your payout is released and transferred to your registered bank account. You can track the status of every settlement from your vendor dashboard. If an order is disputed during the hold period, the affected amount is paused until the matter is resolved.

Stori offers three plans for vendors. A free plan for makers just getting started, Standard at R200 per month, and Pro at R350 per month. Paid plans include reduced commission rates on every sale — meaning your subscription partially or fully pays for itself through commission savings as your sales grow. There are no listing fees and no charges on the free plan until you make a sale. Full plan details and a comparison are available at thestori.com/pricing.

Stori takes your privacy seriously and complies with the Protection of Personal Information Act (POPIA). We collect only the personal information necessary to process your orders and improve your experience on the platform. Your information is never sold to third parties. We have appointed a registered Information Officer as required by POPIA, and you have the right to access, correct, or request the deletion of your personal information at any time. For full details on how we collect, store, and use your data, please read our Privacy Policy. To exercise your privacy rights or raise a concern, contact our Information Officer at hello@thestori.co.za.

Yes — you have 14 days from the date of delivery to request a return. We accept returns for items that arrive damaged, are the wrong item, or are materially not as described (defective returns). You may also return an item if you have simply changed your mind, though change-of-mind returns are at our discretion and return shipping costs are carried by the buyer.

Please note: because our products are handmade, minor natural variations in colour, texture, or finish are not considered defects — they are part of what makes each piece unique. Made-to-order and personalised items cannot be returned unless they are defective.

Log into your Stori account, go to My Account → Orders, and select the order you want to return. Click 'Request a return', choose the reason, add a short description, and upload photos of the item (required for damaged or defective returns — up to 5 photos).

Our team reviews every return request personally and will respond within 2 business days. If your return is approved, you will receive instructions on how to send the item back.

If the item is defective, damaged in transit, or not as described, Stori covers the return shipping cost. If you are returning an item because you changed your mind, return shipping is at your own cost. We will provide the return address once your return request is approved.

Once your returned item has been collected and received by the vendor, a 48-hour buyer dispute window opens. If no dispute is raised in that window, we process your refund via PayFast back to your original payment method.

Refunds typically reflect in your account within 3 to 5 business days after processing, depending on your bank. You will receive a confirmation email when the refund is issued.

You can browse the shop without an account. To place an order, complete checkout, or track your purchases, you will need to create a free buyer account. Sign up takes less than a minute.