(FAQ)

Frequently Asked Questions

In short: Quick answers. Each answer links to the full policy.

Who sells the items?

Independent sellers. Second Story is the marketplace: we verify sellers, hold payments and settle disputes.

How do I know a seller is genuine?

Every seller is approved manually after a video call, an ID check and GST details.

How long do I have to raise a claim?

2 days after the courier marks the parcel delivered.

What if the item is not as described?

You get a full refund within 7 working days, and the seller pays the return shipping.

Can I return something because I changed my mind or it doesn't fit?

Yes, within 2 days of delivery. You pay return shipping and get store credit, valid 6 months and usable only on Second Story.

Can I cancel my order?

Yes, any time before the seller marks it dispatched, for a full refund.

Do you offer cash on delivery?

Yes, on orders of ₹1,500 and above.

Is there a shipping charge?

Any shipping charge is shown at checkout before you pay.

What if my parcel doesn't arrive?

If it has not arrived 10 days after dispatch, you are refunded in full.

What if it is lost or damaged in transit?

You get a full refund. Raise a claim within 2 days, with your unboxing video for damage.

Is my payment information safe?

Payments are processed securely, and we never see or store your card, UPI or banking credentials.

How do I sell on Second Story?

Visit the Sell page and read the Seller Terms.

How do I contact you?

Use the Contact page. We reply within 48 hours.

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