Support
Returns & Cancellation Policy
We want you to be happy with your piece. If something is not right, here is exactly how cancellations, returns, exchanges and refunds work.
Cancelling an order
You can cancel any order free of charge before it is dispatched, which is usually within 24 hours of placing it. Email starluxury23@gmail.com with your order number and we will cancel it and refund you in full.
Once an order has been dispatched it can no longer be cancelled, but you can return it under the terms below.
Returns
You have 14 days from delivery to request a return. Pieces must be unworn and unwashed, in their original condition, with all tags still attached.
To start a return, email starluxury23@gmail.com with your order number and what you would like to return. We will reply with the return address and instructions. Please do not send anything back before contacting us.
Return postage is paid by you unless the item is faulty or we sent the wrong piece, in which case we cover it. We recommend a tracked service, as we cannot refund a parcel that does not reach us.
What cannot be returned
- Pieces that have been worn, washed, altered or damaged after delivery
- Pieces returned without their original tags
- Items marked final sale on the product page, including limited drops
- Requests made more than 14 days after delivery
Exchanges
Need a different size? Email us within 14 days of delivery and we will exchange it, subject to stock. If your size is unavailable we will refund you instead.
Faulty or incorrect items
If a piece arrives faulty, damaged, or is not what you ordered, contact us within 7 days of delivery with photographs. We will arrange a replacement or a full refund including all delivery costs, at no charge to you.
Refunds
Once your return reaches us we inspect it and email you the outcome within 2 working days. Approved refunds are issued to your original payment method within 5 to 10 working days, depending on your bank or card issuer.
Refunds cover the price of the returned items. Original delivery charges are refunded only where the whole order is cancelled before dispatch, or where the items were faulty or incorrect.
Contact
Questions about anything here? Email starluxury23@gmail.com or use our contact page. We aim to reply within one working day.