How do I return an unwanted item?
If you simply change your mind about the item you have bought from us online, you can return it to us for a refund (the initial delivery charges are non-refundable). Items must, however, be in a resalable condition i.e in the case of clothing unworn and where possible with original packaging.
Your return must include your order number, name and telephone number. Please contact us on email@example.com or (+44) 07535 226252 for the return address. We advise you send your return via a tracked service as Star23 will not be held responsible for any items lost in transit.
Jewellery Commissions: Bespoke jewellery commissions cannot be returned due to a change of mind, they can be returned if faulty. Please contact us to discuss.
This does not affect your statutory rights in respect of faulty or damaged products or your cancellation rights. If the item you have bought is faulty, damaged or incorrect, please see 'I have received a faulty or incorrect item'. If you wish to exercise your cancellation right, please see 'How do I cancel my order?'. You must inform us within 14 days of receipt of item of your intention to return and then have a further 14 days for the item to be returned to us as per your consumer rights.
I have received a faulty or incorrect item
Please contact us on firstname.lastname@example.org or (+44) 07535 226252 to inform us of our error. Once the item is returned back to us we will refund you in full alongside refunding your return postage costs.
How do I cancel my order?
We start processing your order as soon as you submit it, so you will need to receive and then return the order. However you are welcome to call us if it is less than 24 hours since you made the order and if the item is still with us we will be able to cancel it for you before dispatch.
Our Right To Cancel
Please note that this right to cancel is additional to your other statutory rights as a consumer and our standard returns and exchanges policy. Star23 reserve the right to cancel your order in any circumstances and should this happen you will be informed and refunded in full.
Can I exchange my item?
The quickest way to exchange your item is to send the unwanted item back to us for a refund and reorder the item that is required from our website.