Shipping policy

Digital delivery

Craftstory creates personalized animated videos. Your purchase is delivered digitally; no physical product or parcel is shipped.

How you receive your video

Your finished adventure is delivered by email as a private viewing link and a downloadable video in the quality selected when ordering. Please provide a correct email address, check your spam folder, and keep a downloaded copy of your finished video.

Production and delivery

Production follows the personalization and preview-approval steps described on the product page. Our product pages currently describe delivery as ready in a few days. The delivery commitment communicated for your order applies. If you need your video for a specific occasion, contact hello@craftstory.co before purchasing to confirm that the required date can be met.

If there is a delivery problem or a delay, contact us with your order number. We will provide assistance and information about the status of your order. Your statutory rights in the event of late delivery or failure to supply remain unaffected.

Delivery charges and access

There are no physical shipping or customs charges for a digitally delivered video. Any charge applicable to your selected offer is disclosed before payment. An internet connection and a device capable of playing the delivered video are required; your internet provider may charge for data usage.

Missing or inaccessible delivery

If you cannot find your delivery email, open the link or download the video, email hello@craftstory.co. Include your order number and the email used at checkout. Corrections and refunds are covered by our Return and refund policy.