Returns & Exchanges

Returns & Exchanges As a Stardust agent you will from time to time need to deal with returns and exchanges. Your role as a Stardust agent involves offering a helpful and professional customer service approach to dealing with returns and exchanges. Busy agents will need to allocate time specifically for this part of the job.

Why A Customer May Want to Return Goods

The most common causes for customer to wish to return or exchange garments are:
· Customers may simply not be happy with the garments.
· They may need to exchange the size.
· The garment may be faulty
· We may have sent the wrong items.

Dealing With Returns

Returns and exchanges are a nuisance especially were the mistakes are avoidable. However, regardless of how frustrated you may feel, you need to be able to assist your customer in a professional and helpful manner. Returns must comply with our returns policy (see below). Simply request your customer to return the items to:

Stardust
21 Elmers End Road
London
SE20 7ST

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Returns Policy

In accordance with the Direct Selling Regulations, if the goods are unsuitable or faulty when you receive them then please contact us within 7 working days of receiving the goods or return them to us within 28 days. Please specify if you would like a refund or replacement.

If the goods are unsuitable then we must be able to resell the goods so if the packaging has been damaged then we may reclaim the cost of the packaging. We are not able to refund or replace personalised goods unless they are faulty as we are not able to resell them.

You will receive a refund or replacement within 2 weeks of returning the goods.

In accordance with the Sale of Goods Act, once worn or used and if there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse we are only able to offer you a repair or an exchange. Only if we are unable to repair or exchange the goods will we offer you a refund. We will not offer a replacement, exchange or refund on any items that have been worn or used for over 6 months.

If goods are uncollected and returned to us we will contact you by email and by telephone. However, if you do not reply to us within 14 days your order will be returned to stock and no replacements or refunds will be issued. We are unable to process any queries relating to undelivered packages or missing items on order placed over 90 days.

If customers provide the wrong delivery address we will not be held responsible for lost packages.

Goods are returned to us at cost to the customer. However, we will replace goods free of charge.