FAQ

STARFELIA partners with global merchants in order to provide you the best prices and a unique global shopping experience.

This means that some orders are shipped from global areas such as United States, Canada, China, India & Hong Kong. Unfortunately not all our global suppliers provide tracking numbers but we do offer a 100% satisfaction guarantee.

We are proud to offer international shipping services that currently operate in over 96 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

 

How much is shipping?

This depends on the product ordered, the total weight, and where we're shipping to. 

 

How long does it take for an order to arrive?

Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive, but usually take 2 weeks. Shipping time varies by location. The lenght of time it takes for your order to arrive may be also affected by the origin of the shipment. This depends on the product ordered. Items Sent from the US & Canada will usually take around 5-10 Days to arrive. Other Items sent from Abroad, will arrive in about 3-5 weeks. If you're still not sure, just email us. We're happy to help. 

Please do not panic if it does not show up immediately, it's on its way :)

 

Can I have a tracking number?

Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.

 

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

 

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

 

I ordered 2+ items, but only received one... where's my order?

We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way :) 

 

Why have I not received any order confirmation details?

Most times this is because our customers have accidentally entered their email in wrong. Throughout the process we send 3-4 emails, including an order conformation, a fulfillment notice, and a shipping notice.

If you believe you may have entered your email wrong please contact us and we will fix it for you.

 

Are the "FREE" items really free?

YES! For our promotional items, all you have to pay is the shipping cost. The price of the item itself is $0.00 :)

 

What is your refund policy?

We offer a 100% Satisfaction Guarantee- Which means we will refund your money if you are for any reason not satisfied with your order. We want to provide a risk-free shopping experience and trust our customers to not take advantage of us on this offer.

 

How do I contact you?

If you have any questions that are not on this FAQ page, please email us at support@starfelia.com here we will promptly get back to you :) 

 

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

 

How do you ship packages?

Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.

 

Do you ship worldwide?

Yes. We provide free shipping to over 96 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

 

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country. 

   

Refunds & Return Policy

Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.

If you did not receive the product within the guaranteed time (90 days not including first 2-3 processing days) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve receive you may request a refund but you must return the item at your expense and the item must be unused.

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside the control of Starfelia (i.e. not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of starfelia.com

*You can submit refund requests within 5 days after you have received the item or after the guaranteed period for delivery (60 days) has expired. You can do it by sending a message on Contact page, and we will answer you within few hours.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 9-19 days.

 

Exchanges

If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorise you to do so.

 

How do i return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 3 days from receiving your order.

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from www.starfelia.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. 

 

What if the item(s) i received are incorrect/damaged?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?
Please contact us to start the return process. Please include the following information:
  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

 

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees. 

When will i receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.

 

How do i change or cancel my order?

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 5 hours. Please note once the packaging and shipping process has started, it can no longer be modified or cancelled. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. 

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