Refund and Returns Policy
Loss or Damage During Shipping
Please note that we do not accept returns for items damaged or lost in transit unless you purchased the package protection plan, which is offered at checkout.
If you did not receive your order but the parcel is marked as delivered by USPS or UPS, we can only replace the order if you purchased the package protection plan.
In cases where the parcel is declared lost or damaged and you purchased the protection plan, we can replace the item at no additional cost. All cases of undelivered parcels must be reported within 15 days after delivery confirmation.
Refunds for Dissatisfaction
We offer a 30-day refund policy, subject to a 30% restocking fee. This applies to cases where you are dissatisfied with the product.
Since all our personalised products are made specially to order, we do not hold inventory for exchanges. Personalised items cannot be reused for other customers.
Important Before Ordering
Please make sure to carefully review the size guide before placing your order to ensure the correct fit.
Address Errors
We do not issue refunds for mistakes made by the customer when entering the shipping address. If an order is returned for this reason, we can resend it once received, provided the customer covers the original shipping cost plus a $5 administrative fee.
Condition of Items for Returns
To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging.
We do not accept returns for products unless they are damaged or lost during shipping.
Non-Returnable Items
As all our personalised products are made to order, we do not hold stock for exchanges.
Please check the size guide before ordering to ensure a proper fit.
We do not accept returns for the following items:
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Perishable goods such as food, flowers, newspapers or magazines.
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Intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
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Gift cards.
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Downloadable digital products.
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Certain health and personal care items.
Return Requirements
To complete your return, we require a receipt or proof of purchase.
Do not send your product directly to the manufacturer.
Partial Refunds (if applicable)
Partial refunds may be granted in cases such as:
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Books with obvious signs of use.
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CD, DVD, VHS tape, software, video game, cassette or vinyl record that has been opened.
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Any item not in its original condition, damaged or missing parts for reasons not due to our error.
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Any item returned more than 30 days after delivery.
Refund Process (if applicable)
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.
If approved, your refund will be processed automatically and applied to your original method of payment within 5–10 business days.
Late or Missing Refunds (if applicable)
If you haven’t received your refund yet:
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Recheck your bank account.
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Contact your credit card company.
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Contact your bank, as processing times may vary.
If you have done all of this and still haven’t received your refund, please contact us at: hello.starlitcharms@gmail.com
Sale Items (if applicable)
Only regular-priced items may be refunded. Sale items are non-refundable.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at: hello.starlitcharms@gmail.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be sent to you.
If the item was not marked as a gift, or the gift giver received the order and later gave it to you, the refund will be issued to the gift giver.
Shipping Costs
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund.
The time it may take for your exchanged product to reach you may vary depending on your location.
📩 Questions?
Please contact us at: hello.starlitcharms@gmail.com