Step 1: Contact our support team
To request a refund, please reach out to us with:
- Your order number
- A brief explanation of the reason for your request
- Photos of the item (if the item is faulty, damaged, or incorrect)
This helps us review your request quickly.
Step 2: Our review process
Once we receive your request:
- Our team will review it in line with our return policy
- We may ask for additional information if needed
- We’ll confirm whether your refund has been approved
Step 3: Returning the item (if required)
If a return is required:
- We’ll provide instructions on where to send the item
- Items must be returned in their original condition and packaging
Please note: return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Step 4: Refund processing
If approved, we will send you our starshipit return portal to begin your return process. Once return tracking has reached 'delivered' status, please process return for customers to avoid disgruntled situations.
- Refunds are processed back to the original payment method
- Refunds typically take 5-7 business days to appear, depending on your bank or payment provider
Important notes
- Custom or personalised items are not eligible for change-of-mind refunds
- Refund eligibility is assessed on a case-by-case basis
- Refunds cannot be processed until returned items are received (if applicable)
Need help?
If you’re unsure whether your order qualifies for a refund, please contact our support team and we’ll be happy to assist.
Jan 27, 2026