FREQUENTLY ASKED QUESTIONS:
Our FAQ section contains answers to some of the most common questions we receive. Please select a topic below to begin. If you are unable to find an answer to your question here or if you have any questions for/about us after reading the FAQ, or you just want to leave feedback, you can do so by sending an E-mail to firstname.lastname@example.org. If you have any questions about your order, please add your order number and try to be as descriptive as possible. Our Customer Care team will be available for additional assistance.
PAYMENT AND PURCHASE
Q: How do I apply a discount code to my order?
You can enter any valid discount code at the checkout page. Only one (1) code will be valid per purchase.
Please remember to click the 'apply' button for the system to calculate and apply your discount to your order before you complete your checkout. We will not be able to do any discount if you fail to do so.
Q: I don't have a PayPal Account, can I use bank transfer instead?
You do not require an account to complete your payment process at PayPal. You may opt to manually key in your credit or debit card details and they will charge your card independently.
We highly recommend setting up a PayPal account as it is a fast and fuss free way to pay without having to take out your card every time you check out.
We do not accept bank transfers.
RETURN AND REFUND
Q: I used the wrong address. Can I still change this?
As long as your item is not shipped yet, we can still change this in our back end system. Please mail us the correct address and your order number to email@example.com and we will take care of it.
Once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If that is the case you need to contact the carrier who is delivering your items.
Q: I received the wrong item. Can I exchange the item?
Like we said; We are all human right? Although we double check everything, it can happen that we send you the wrong item. Please email our Customer Care team stating your order number and a picture of the products you did received. Please note that all order issues must be reported within 14 days, including weekends upon delivery. We’ll get your order sent out asap!
- The item(s) should be unworn
- The item(s) should be in the original state
- The item(s) are returned within 30 days after you received them.
Q: I received a damaged item. Can I exchange the item?
Although quality is one of our top priorities, it can happen that a damaged item is sent out by mistake. In this case you do not need to return the item. You can keep it, maybe repair it yourself, or throw/give it away. The only thing we need you to do is send us an email at firstname.lastname@example.org stating your order number and please include a photo of the damaged item. If we can see on the photo it is damaged, we will send you a new item 100% free of charge ASAP.
We do not accept return or exchanges if:
You want a refund/return because you "changed your mind". We cannot accept returns with that inquiry.
The item(s) have been worn
- The item(s) have been altered in any way
- The item(s) are in any way defective from the original and salable condition, unless the condition is our fault
- The item(s) were a Sale item
Q: How long will it take for my item to be delivered?
How long shipping takes really depends on where you are from. Your product is expected to arrive within 14-21 Business Days if you reside in the United States.
Please note that these are estimated delivery times only, therefore we are not guaranteeing delivery dates. All shipping options come with a tracking number.
Q: I cannot track my order via your tracking page. Now what?
You will be send an e-mail once your item is shipped out. From there, our tracking kicks in. You will automatically receive an e-mail that your item is coming plus a tracking number for it.
Q: My order shipped but I need to change the address.
So sorry for the issue! As long as your item is already shipped, we can’t change this in our back end system. If your package returns to us due to an incorrect address, it will be cancelled and refunded. You will be notified if this happens.
Q: Can I change the shipping address for my order?
We will be happy to change the shipping address for you order! Please email our Customer Care team by E-mail to email@example.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process or shipped out. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.
Q: Can I change the billing address for my order?
Oops! Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!
Q: Can I change the email address to my order?
Yes! Please email our Customer Care team with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address. :)
Q: Can I modify my order after I’ve placed it?
No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!
Q: Can I cancel my order after I’ve placed it?
Yes, you can.
Orders can be cancelled within 8 hours from the time of purchase.
To make a cancellation request,
- kindly email our friendly customer service team at firstname.lastname@example.org for assistance.
Please note all items purchased using a 30% discount and above will not be valid for cancellation. Items purchased as 'Final Sale', 'Sample Sale', 'Last Chance' and/or 'Deal of the Week' products will not be valid for cancellation.
Kindly note for all orders paid via a third-party payment portal there might be non-refundable costs. These terms are dependent on each payment portal that you have selected.
Q: I received a package, but it wasn’t my order.
We’re so sorry for the mix up with your order! Please email our Customer Care Team with your order number, and a picture of the products you did received. Please note that all order issues must be reported within 14 days, including weekends of delivery. We’ll get your order sent out asap!
Q: I received the wrong item.
We’re so sorry for the mix up with your order! Please email our Customer Care team with your order number, a picture of the incorrect items you received. Please note that all order issues must be reported within 14 days, including weekends of delivery. We will get back to you asap! **Discontinued items are not eligible for replacements and will be issued store credit for the amount paid.
Q: I am missing item(s) in my order.
Oh no! Please email our Customer Care team within 14 days, including weekends of delivery with your order number and a list of the missing items. Please make sure to include a photo of the items you did received. We will get back to you asap! **Discontinued items are not eligible for replacements and will be issued store credit for the amount paid.
Q: I received broken item(s) in my order.
Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care within 14 days, including weekends of delivery with your order number, the names of the broken items, and a photo of the damaged items. We will get back to you asap! **Discontinued items are not eligible for replacements and will be issued store credit for the amount paid.
Q: I received my package and have a problem!
Oh no! We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. Your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please contact our Customer Care team within 14 days including weekends of delivery so that we may help you further. Please note that you may be required to provide photos of your goodies in order for our team to assist you.
Q: When will my order ship?
Our products usually ship within 14-21 Business Days (Business Days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.
Q: My package says delivered, but I didn’t receive it.
Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!
Q: How are shipping rates and customs/duty fees calculated?
All orders come with FREE Worldwide Shipping and are sent using a tracked service for your (and our) peace of mind. All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your Starbrew order and/or shipping total. Starbrew is not responsible for fees associated with import. All fees must be paid by the parcel recipient.
Q: Why is my order unfulfilled?
No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!
Q: My international package is stuck in the US.
We are super excited for you to receive your goodies, but please be patient! Typically international orders do get delivered within 21 business days, however your package may be delayed by customs, or may simply be missing a scan. If 21 full business days pass and you did not received your order, please contact our Customer Care team with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.
Q: My international tracking is not updating
We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. Please note that international orders typically take 14 to 21 business days to be delivered. Business days do not include weekends, or holidays. In the meantime here are some things that might help you locate your package:
If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier's online tracking may not recognize your USPS generated tracking number.
If tracking indicates that your package is still in the US, or is currently in transit, please be patient! Typically international orders do get delivered within 21 business days, however your package may be delayed by customs, or may simply be missing a scan.
Whatever the case may be, we recommend full communication with your customs office as this is the most likely place for packages to go missing.
If you have waited the full 21 business days and still have not received your order, please contact our Customer Care team with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.
Q: Can my parcel be redirected to a different address?
Once your order ships, we are unable to make any changes to the shipping address. If your package returns to us due to an incorrect address, it will be cancelled and refunded. We will notify you if this happens!
Q: Will my package be charged customs?
All international orders may or may not subject to customs/duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value. These fees are not included in your Starbrew order and/or shipping total. Starbrew assumes no responsibility for duties incurred. All fees must be paid by the parcel recipient.
Q: Delivery and Returns Delays
We do our very best to process and ship your order as quickly as possible, however once your order is transferred to USPS, it may encounter delays during its journey to you. The same is true for orders determined to be undelivered by USPS and returned to our HQ. Unfortunately, we can only view the same information that you can via your order’s tracking number. Please allow our full shipping times to pass before reaching out to our Customer Care team!
For international orders, shipping may take up to 21 business days, excluding weekends and Public Holidays.
If your order is traveling beyond these time frames, please email our Customer Care team by clicking with your order number and tracking information so that we may assist you further!
For returned orders, please note that we will issue a full refund for your order once it is received at our HQ and confirmed to be undelivered. We are unable to process a refund for a returned order until we physically receive the package. We apologize for any inconvenience!
Q: How do I track the delivery of my order?
Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.
Q: Do you offer express/overnight delivery?
We do not currently offer expedited shipping. We apologize for the inconvenience!
Q: What should I do if my order hasn’t been delivered?
If shipping internationally, shipping may take 14-21 business days. Please note that business days do not include weekends or holidays! We recommend reaching out to USPS and/or your local post office for more information on the status of your order. If your order has exceeded typical shipping times, please email our Customer Care with your order number and tracking information so that we may assist you further. :)
Q: What countries do you ship to?
We happily ship to (almost) all countries worldwide!
Q: My order shipped, when will it get to my house!?
All of our beloved packages are sent by air with a tracking number, so delivery times vary. For orders to residents within the USA, orders typically arrive in 14-21 business days once they have shipped (business days do not include weekends or holidays). Orders outside the USA can take longer. Our packages love to travel and they may get to you sooner!
RETURNS & REFUNDS
Q: What is your Return Policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We reserves the right to refuse any returns at any time. (Please refer to Starbrew Return Policy for detail)
Q: What happens if my international package is returned?
If you return your order to us:
If you choose to return your order to us, the order will be refused at our HQ once it is determined to be an unauthorized return.
If your package was returned to us by your local post office:
We’re so sorry to hear this! Your package may be coming back to us if USPS determines that the package is undeliverable, or if your country’s customs office rejects the package.
You can use your tracking number to estimate when your package will return to us. Unfortunately, we are unable to determine the exact reason why your package is returning to us, as we can only see the same information that you see via tracking. We are also unable to reship your order to you.
We will issue a refund once we physically receive your order back at our HQ and confirm that your package was undeliverable. If you would like to purchase the same items, you will need to place another order. We apologize for any inconvenience this may cause!
Q: Can I return my gift for a different item?
We’re so sorry to hear that you are unhappy with your products! Unfortunately, we only replace items if they are defective or damaged. We apologize for any inconvenience this may cause!
Q: MY QUESTION IS NOT ANSWERED IN THE FAQS, WHAT SHOULD I DO?
Thank you for checking our FAQs to see if your answer is in there. If you cannot find the answer to your question, feel free to contact our Customer Care team.
You can do so by sending an E-mail to email@example.com. If it is about an order you made, please be as descriptive as possible and don't forget to include your Order Number.
Thanks for shopping with us!