FAQs
How long will it take?
We ship within 2 working days from receiving your order with DHL (allow for additional 5-8 days for transport).
Do you ship internationally?
We ship to all EU countries. For deliveries outside the EU, please contact us at hello@a-true-story.com to arrange shipping.
What are your shipping costs?
Shipping within the EU is free on orders over €200.
The exact shipping costs depend on the ordered items and are calculated at checkout.
What is your return policy?
You can return an item within 14 days of receiving it, as long as it's unused, was not made-to-order and is in its original packaging and condition, with proof of purchase. You first have to register your return with hello@a-true-story.com and when your return is accepted, we'll send you instructions on where to send your package.
Return shipping costs are the customer's responsibility. (All details are in the footer under 'Returns and refunds').
How and when will I get my refund?
Once your return is approved and the product has been returned, you'll be refunded automatically to your original payment method within 10 business days. It can take your bank or card provider a little longer to post it. If it's been more than 15 business days, contact us at hello@a-true-story.com.
All our products are packaged in plastic-free packaging. Generally they are wrapped in silk paper, then placed into fitting cardboard boxes.
The basketry is placed directly inside a cardboard box.
Where are your products made, and who makes them?
Our products are made across Sub-Saharan Africa by the artisans you can see on the images "Who made it?" shown with every product.
We work in direct partnership with artisan collectives and women-led enterprises. Many of our partners are certified by the WFTO (World Fair Trade Organization) and all work according to ethical principles: fair pay, dignified working conditions, long-term artisan-partnerships built on trust and respect.
How does Based upon a true story support the artisan communities you work with?
We build direct, long-term relationships with artisan collectives instead of buying through intermediaries, so more value reaches the makers.
We aim to give these groups a platform so that they can grow their businesses by exhibiting them in European Design shows.
If you have additional questions, please contact us at hello@a-true-story.com and we will get back to you within 24h.