Return Policy

Last updated: January 2026

At The Local Story, each gift box includes carefully selected food and beverage products. For hygiene and safety reasons, our return policy follows Portuguese and EU consumer protection rules regarding food items.

1. Right of Withdrawal (EU & Portugal)

In accordance with EU and Portuguese consumer law, customers generally have the right to withdraw from an online purchase within 14 days of receiving their order.

However, this right does not apply to:

• Food and beverage products that are opened, unsealed, or tampered with
• Products that are perishable or not suitable for return due to hygiene or health protection reasons

2. Eligible Returns

We accept returns only if all of the following conditions are met:

• The gift box is completely unopened and unused
• All products inside the box are sealed, intact, and untouched
• The box is returned in its original condition and packaging
• The return request is made within 14 days of delivery

If these conditions are not met, we are unable to accept the return.

3. Non-Returnable Items

For safety and compliance reasons, we do not accept returns for:

• Opened or partially opened gift boxes
• Any food or beverage item that has been unsealed
• Gift boxes showing signs of use, damage, or tampering
• Custom-made or personalised gift boxes (including corporate orders)

4. How to Request a Return

To request a return, please contact us at meet@thelocalstory.com within 14 days of receiving your order and include:

• Your order number
• Reason for the return
• Confirmation that the box is unopened and intact

Once approved, we will provide return instructions.

5. Return Shipping

• Return shipping costs are the responsibility of the customer, unless the return is due to an error on our side (wrong or damaged item).
• We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

6. Refunds

• Once the return is received and inspected, we will notify you of the approval or rejection of your refund.
• If approved, refunds will be processed to the original payment method within 7–10 business days.
• Original shipping costs are non-refundable, unless the return is due to our error.

7. Damaged or Incorrect Orders

If your order arrives damaged or incorrect:

• Please contact us within 48 hours of delivery
• Include photos of the box and products

We will assess the situation and arrange a replacement or refund where applicable.

8. Contact Us