FREQUENTLY ASKED QUESTIONS
Popular questions
Yes, we ship worldwide with one flat-rate shipping fee. No customs duties or extra import taxes apply.
Orders are prepared and dispatched within 1–3 working days. Delivery usually takes 3–7 business days depending on destination. Couriers do not deliver on weekends or public holidays.
Choose a book, personalise it with your child’s name, age and photo following our photo tips, review the preview and complete checkout.
Yes. At checkout enter the recipient’s details and the courier will deliver directly to them.
Shipping and delivery
Worldwide shipping is available to all countries covered by reliable courier services.
We use a single flat-rate shipping price regardless of destination. The fee is shown at checkout before payment.
No customs duties or extra import taxes apply to our shipments.
After dispatch you will receive a tracking link by email to follow your parcel.
We can change the address if the parcel has not been dispatched yet. Email info@storymagic.eu as soon as possible and include your order number.
Once payment is completed the selected shipping method cannot be changed.
Something is wrong
Please refresh the page and clear your browser cache. If the problem persists, contact info@storymagic.eu with a short description and screenshots if possible.
Email info@storymagic.eu with your order details and we will investigate and resolve it promptly.
Tracking links may take up to 24 hours to update after dispatch. If it still does not work after that time, contact us and we will check with the carrier.
If your order is past the estimated delivery window, write to info@storymagic.eu and we will trace the shipment with the courier.
Your account
No, you can checkout as a guest. Creating an account helps track orders and manage your details more easily.
Click Sign up on the site and follow the steps to register.
Use the Forgot password link on the login page and follow the instructions to reset it.
Update addresses and personal data in your account settings. For changes to an already placed order, contact us immediately.
Need help with your order
Check that all required fields are completed and your internet connection is stable. If issues remain, email info@storymagic.eu with a description and screenshots.
Please check your spam or junk folder. If you still cannot find it, contact us and we will resend the confirmation.
The order might have been placed with a different email or is still processing. Contact us and we will link it to your account if needed.
Yes, if production has not started yet. As soon as a book is in printing or prepared for dispatch, changes and cancellations are no longer possible. Contact info@storymagic.eu immediately and include your order number.
Placing an order
Select the book, personalise it, review the preview and complete checkout. Please make sure all details are correct before paying.
We accept card payments, PayPal and local methods shown at checkout.
Yes, enter the recipient’s shipping details at checkout.
Enter your company details at checkout to receive a VAT invoice.
You can ship directly to the recipient. Personalised gift messages and gift wrapping are not currently available.
Refunds and returns
We are sorry for the inconvenience. Email info@storymagic.eu with your order number and photos. We will arrange a replacement or refund as quickly as possible.
Because our books are personalised and produced specifically for each customer, returns are not possible once production has started. If your book has not yet been printed, you can request a cancellation and refund.
Yes, if printing has not started yet. Contact info@storymagic.eu as soon as possible to request a cancellation.
About our books
Books are available in English, Lithuanian, German, Polish, Spanish, Italian, Dutch and French. More languages are planned.
Use a clear, well-lit, front-facing photo following the recommendations on the product page during personalisation.
At the moment we do not accept user-submitted stories. We use pre-written stories available on our site.
