At STAR-MARKS, we want you to be satisfied with your purchase. If your order arrives damaged, defective, incorrect, or significantly different from its description, please contact us so we can help resolve the issue.
Because our products may be shipped directly from different suppliers and fulfillment centers, return instructions and return addresses may vary by product. Please do not send any item back without first contacting us and receiving return authorization.
1. Return Eligibility
You may request a return within 7 days of delivery.
To be eligible for a return, the item must:
- Be unused, unworn, unwashed, and in its original condition.
- Include the original packaging, labels, accessories, manuals, and free gifts.
- Have proof of purchase, such as your order number or confirmation email.
- Be returned according to the instructions provided by our customer service team.
Items returned without prior authorization may not be accepted or refunded.
2. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, incomplete, or different from what you ordered, contact us within 7 days of delivery and provide:
- Your order number.
- A clear description of the issue.
- Photos or video showing the item, packaging, shipping label, and damage or defect.
After reviewing the evidence, we may offer a replacement, store credit, partial refund, or full refund, depending on the circumstances.
Do not dispose of the item or packaging until we confirm that it is no longer required.
3. Items That Cannot Be Returned
Unless the item arrives damaged, defective, or incorrect, we generally cannot accept returns for:
- Personalized, customized, or made-to-order products.
- Personal care, beauty, hygiene, or intimate products.
- Underwear, swimwear, earrings, or other hygiene-sensitive items.
- Perishable goods.
- Digital products, downloadable products, or gift cards.
- Items marked as final sale or clearance.
- Items that have been used, worn, washed, altered, assembled, or damaged after delivery.
- Products returned without their original packaging or accessories.
Certain products may have additional return restrictions. These restrictions will be stated on the relevant product page where applicable.
4. Change-of-Mind Returns
We may accept change-of-mind returns within 7 days of delivery, provided that the item meets all return eligibility requirements.
For change-of-mind returns:
- The customer is responsible for return shipping costs.
- Original shipping charges are non-refundable.
- Any customs duties, taxes, handling fees, or return processing charges are non-refundable.
- The return must be sent using a trackable shipping service.
- STAR-MARKS is not responsible for returned parcels that are lost or damaged in transit.
For some low-value or internationally shipped items, the cost of returning the product may be higher than the product value. In such cases, we may offer an alternative resolution at our discretion.
5. Return Shipping Address
Our products may be shipped from different warehouses or suppliers. The address shown on your parcel may not be the correct return address.
Before returning an item, contact us at:
Email: [[email protected]]
We will provide the correct return address and return instructions. Customers are responsible for any loss or additional cost caused by sending a return to an unauthorized address.
6. Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will normally be issued to the original payment method within 5–10 business days. Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.
Refunds may be reduced if:
- The item is returned used, damaged, incomplete, or without its original packaging.
- Parts, accessories, labels, or free gifts are missing.
- The return results from customer error, including ordering the wrong size, color, model, or quantity.
- Non-refundable shipping, customs, or processing charges apply.
We reserve the right to reject a refund if the returned product does not meet the requirements of this policy.
7. Partial Refunds
In some cases, we may offer a partial refund instead of requiring the item to be returned. This may apply when:
- The item has a minor cosmetic issue but remains usable.
- A small part or accessory is missing.
- Returning the product would be impractical or disproportionately expensive.
- The customer agrees to keep the item.
Any partial refund must be approved by both STAR-MARKS and the customer.
8. Exchanges and Replacements
We may provide a replacement for an item that is damaged, defective, lost in transit, or incorrectly supplied.
Replacement availability depends on product stock and supplier availability. If a replacement is unavailable, we may offer store credit or a refund.
We do not guarantee direct exchanges for change-of-mind returns. You may need to return the original item and place a new order.
9. Order Cancellations
Orders may only be cancelled before they have been processed or sent to the supplier or fulfillment center.
To request a cancellation, contact us as soon as possible at [[email protected]].
We cannot guarantee cancellation after an order has been submitted for fulfillment. Once an order has been shipped, it must be handled under our standard return process.
If an order has already been processed, supplier, transaction, or cancellation fees may be deducted where permitted by law.
10. Incorrect Shipping Information
Customers are responsible for providing a complete and accurate shipping address.
STAR-MARKS is not responsible for orders that are delayed, lost, returned, or delivered incorrectly because the customer provided:
- An incorrect or incomplete address.
- An incorrect postal code.
- An incorrect telephone number.
- Missing apartment, building, or unit information.
If a parcel is returned because of an address error, the customer may be responsible for reshipping costs.
11. Refused and Unclaimed Parcels
If a parcel is refused, unclaimed, or returned because the customer did not complete customs clearance, collect the parcel, or respond to the carrier, any refund may be reduced by:
- Original shipping charges.
- Return shipping charges.
- Customs duties or taxes.
- Carrier handling fees.
- Supplier or warehouse processing fees.
A refund can only be considered after the parcel has been returned and received by the appropriate warehouse.
12. Lost or Delayed Orders
Shipping times are estimates and may be affected by customs processing, carrier delays, weather, public holidays, address issues, or other circumstances outside our control.
An order is not considered lost simply because it arrives later than the estimated delivery date.
If tracking has not updated for an extended period, contact us at [[email protected]]. We will investigate with the carrier or supplier. A replacement or refund may be issued after the carrier confirms that the parcel is lost.
13. Delivered but Not Received
If tracking shows that an order was delivered but you cannot locate it, please:
- Check with household members, neighbors, reception desks, and building management.
- Check around the delivery location.
- Contact the local carrier.
- Contact us within 7 days of the recorded delivery date.
We may request a written statement, carrier report, or other evidence before reviewing the claim.
STAR-MARKS is not responsible for theft or loss occurring after the carrier has confirmed delivery to the address provided by the customer, except where required by law.
14. Customs Duties and Import Taxes
International orders may be subject to customs duties, import taxes, brokerage charges, or local fees.
Unless otherwise stated at checkout, these charges are the responsibility of the customer and are not refundable by STAR-MARKS.
Refusing a parcel because of customs charges does not automatically qualify the order for a full refund.
15. Promotional Items and Free Gifts
If a refund causes an order to no longer qualify for a promotion, discount, bundle price, or free gift, the value of the promotion or gift may be deducted from the refund.
Free gifts may also need to be returned in unused condition.
16. Unauthorized Returns
Returns sent without authorization, to the wrong address, or without the required tracking information may be refused.
STAR-MARKS is not responsible for unauthorized returns that are lost, rejected, destroyed, or delivered to an incorrect warehouse.
17. Payment Disputes and Chargebacks
Please contact us before opening a payment dispute or chargeback. We will make reasonable efforts to resolve valid order issues directly.
Submitting a fraudulent chargeback, falsely claiming non-delivery, or providing misleading information may result in the suspension of the customer’s account and the submission of relevant order, tracking, and communication records to the payment provider.
18. Consumer Rights
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
Where local law provides you with rights that are more favorable than the terms of this policy, the applicable legal requirements will take priority.
19. Contact Us
For return, replacement, cancellation, or refund requests, contact:
STAR-MARKS Customer Support
Email: [[email protected]]
Please include your order number and a clear description of your request. We normally respond within 1–3 business days.