Returns and Order Information

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Returns and Order Information

Cancel or change and order

Should you wish to cancel or change an order, contact the Star Sunglasses Customer Service team on 01892 616313 between 10am and 5.00pm, Monday - Friday. Please have your order number and date the order was placed to hand.

Returns Procedure

Star Sunglasses hope you will be pleased with your purchase. Should you wish to return items bought from us, Star Sunglasses will be happy to refund or exchange a product provided it is in fully resaleable condition. All returns should be made within a reasonable time (usually 28 days) and in the original, undamaged packaging. * If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price from the refund amount.

Returns can be made through either of these options:

1. Returns via Royal Mail
Please email our Customer Service team or telephone on 01892 616313 between 10am and 5.00pm, Monday - Friday quoting your order number, stock number, the reason for the return and whether you want a refund or a replacement.
We will email you back or quote instructions for returning by Royal Mail. All returns should include the original, undamaged product packaging (this does not include the outside packaging box that the goods are shipped in). Please use a suitable package for returning product (such as the box the goods arrived in); note: jiffy bags are not suitable as they do-not provide suitable support during transit.

2. Returns via a Star Sunglasses shop
Simply take the despatch note and the product you wish to return or exchange to the appropriate Star Sunglasses store informing the sales assistant you bought it online.

Please note: Star Sunglasses will refund the price of the item to the purchaser or exchange the product once it is received by us. Star Sunglasses will only refund the standard delivery charge (Recorded Signed For™) on orders if they are returned to us within 7 days of receipt. If an order under is returned to us after 7 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect.

* None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.

Refund Policy

Star Sunglasses hope you will be pleased with your purchase. In the instance you wish to return any item bought from Star Sunglasses, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.*

Please see below for exceptions to this policy.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price from the refund amount. This does not affect your statutory rights.

Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed if the original account no longer exists, the original account details have expired, the order has been placed exclusively with gift vouchers or the recipient requires a credit.

Products we are unable to refund or exchange
For reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty:

  • personal grooming products, cosmetics, pierced jewellery.

We will refund your original delivery charge when a product is faulty or damaged.

Order Confirmation and Stock availability

Star Sunglasses will send you a confirmation email detailing the exact order received shortly after your order is placed. Due to the nature of our business, it is possible (although not common) that we may not have the items in stock. On the rare occasion that stock errors occur we will always notify the customer as early as possible and with as much information as possible, whilst we endeavour to dispatch items within the indicated dates, orders may sometimes take longer and we will advise Buyers of the status where applicable. This will include the opportunity for alternatives and approximate delivery date. If you've ordered items that show delivery usually within 7 working days or items with a delivery time of 2 weeks or more, we'll email you to discuss stock availability and delivery details.

Dispatch Dates

Star Sunglasses will endeavour to dispatch your goods within the advertised period, failing this, seven (7) and twenty-eight (28) days of the Order Date. Dispatch dates are an estimate only. If you do not receive your order within 30 days we will contact you to agree a delivery date. Star Sunglasses will not be held liable in any way for the late delivery of goods that are provided within 30 days of the Order Date or agreed by you to fall outside this period. This does not affect your statutory rights.

* None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.