Does Groundstory charge a cancellation fee?

No cancellation fee is mentioned anywhere in Groundstory's published pages. Because it's a physical product, the real cost risk is around returns, restocking fees or return shipping charges are common in the rug industry, but Groundstory's refund policy page wasn't available in the sources reviewed, so confirm in writing with **help@groundstory.com** whether any fee applies before you send a rug back.

Will I lose my sample credit if I don't buy a rug?

Groundstory's $10 rug samples convert into a $10 credit toward a rug purchase, up to $50 total, stackable with other offers. That credit only has value if you go on to buy a rug, it isn't a cash refund of the sample cost. If you decide Groundstory isn't for you, there's no monetary loss beyond the sample price itself.

How do I return a Groundstory rug?

The scraped pages list a 'Returns' link but no step-by-step return instructions. The reliable route is to email **help@groundstory.com** with your order number and photos if there's a defect, and request a return authorization plus a prepaid label. Ask upfront whether return shipping is free and whether a restocking fee applies. Keep the original packaging, rug returns are often refused or surcharged if not rolled and wrapped as delivered.

Can I cancel a Groundstory order after it ships?

Once a rug has shipped, which happens within 1 to 2 business days, you generally can't cancel; it becomes a return instead. Email **help@groundstory.com** immediately to ask them to intercept the shipment if possible, and otherwise start a return the moment it arrives. Under EU/UK distance-selling rules you also have a statutory right to withdraw within 14 days of delivery, which the regional rights blocks on this page cover in detail.

Does Groundstory have a phone number?

No phone number is published on Groundstory's site. The brand describes 'Superior support' but directs all contact to **help@groundstory.com**. A second address, **hello@groundstory.com**, appears in its contact-information page markup. For anything time-sensitive like stopping an order, email both and put your order number and 'cancellation request' in the subject line.

Is there a free trial for Groundstory?

No. Groundstory is a rug retailer with one-time purchases, there's no free trial and no auto-renewing subscription. The closest thing to a 'try before you buy' is the $10 sample program, which credits $10 back toward a rug (up to $50). You pay the full rug price at checkout, and returns are governed by Groundstory's refund policy rather than a trial period.

Can I exchange a Groundstory rug for a different size or color?

Groundstory offers three sizes (5x8, 8x10, 9x12) and six colorways across both collections, but no exchange process is documented in the scraped pages. To swap a size or color, email **help@groundstory.com** and ask whether they process direct exchanges or whether you must return for a refund and reorder. Because rugs ship fast, reordering separately may be simpler than waiting on an exchange.

How to Cancel a Groundstory Order Before It Ships.

Here's the fastest way to cancel Groundstory and what to expect.

Last verified today · data refreshes daily · sources: homepage, contact, page-emails, web-search

The fastest way

Groundstory is a physical rug retailer, not a subscription, there's nothing to cancel monthly. To cancel an order or return a rug, email help@groundstory.com with your order number and subject line "Order cancellation + refund request, [order #]". Contact them fast; rugs ship within 1 to 2 business days.

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Cancelling a Groundstory order by email

Email the verified address
help@groundstory.com, yoink-verified working email for Groundstory (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Groundstory team,

I'd like to cancel my recent Groundstory order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Groundstory plans you can cancel

Elementa Collection (spill-resistant performance fiber)
One-time purchase, not a subscription. Cancel before it ships (1 to 2 business days) by emailing help@groundstory.com; otherwise treat as a return.
Estate Collection (New Zealand wool/nylon blend)
One-time purchase, not a subscription. Cancel before it ships (1 to 2 business days) by emailing help@groundstory.com; otherwise treat as a return.
Rug Samples
One-time $10 sample purchase.
$10.00/mo

What doesn’t work for cancelling Groundstory

Based on 4 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Waiting to cancel, rugs ship within 1 to 2 business days, Groundstory states orders ship within 1 to 2 business days with no minimum, so there is a very narrow window to stop an order before it becomes a return.
✕ Cancelling via an app or account dashboard, Groundstory is a Shopify storefront with no self-service cancellation portal surfaced; the only contact route shown is email.
✕ Phone cancellation, No customer-service phone number appears anywhere in the brand's pages; support is directed exclusively to email.
✕ Expecting cash back on rug samples, The $10 sample is refunded as a $10 store credit toward a rug (up to $50), not returned as cash.

How Groundstory will try to keep you

Groundstory may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Sample-credit lock-in, the $10 sample only converts to value if you buy a rug”
You say: The sample credit is store credit, not a refund. If you decide not to buy, you don't get the $10 back in cash. Don't let an unused credit pressure you into a purchase you don't want, it expires as value the moment you walk away, and that's fine.
They’ll say: “Snag/defect deflection, FAQ tells you to trim snags yourself rather than return”
You say: Groundstory's FAQ advises trimming snags with scissors and says to 'reach out and we'll help.' If a rug arrives defective, a self-trim instruction is not a substitute for your legal right to a refund on faulty goods, document the fault with photos and request a return or refund in writing.
They’ll say: “'Contact us and we'll walk you through it' stall on stains/damage”
You say: For stubborn stains or damage the FAQ steers you to contact support for cleaning advice. Keep the conversation in email, set a deadline, and if the item was faulty on arrival, escalate to a refund request rather than accepting only care tips. If they stall, your card issuer's chargeback route is a backstop.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Groundstory has ~45 days to defend.

Rights in other regions (United Kingdom, European Union)

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Groundstory’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Groundstory’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. Groundstory must honour it regardless of where they’re headquartered.

Common questions about cancelling Groundstory

Groundstory rugs are one-time purchases, not subscriptions, so there's no recurring plan to cancel. To stop an order, email **help@groundstory.com** right away with your order number, ideally within a few hours of ordering. Groundstory ships every order within **1 to 2 business days**, so the cancellation window is short. If it's already shipped, you'll need to arrange a return instead. There's no phone line or self-service cancel button; email is the only route shown.