FAQs

Ordering

Q1: How do I place an order?

A1: Select your desired product, choose the size and color, and click “Add to Cart.” Proceed to checkout when you’re ready.

Q2: Can I cancel or modify my order?

A2: Yes, please contact us within 24 hours of placing your order to make changes.

Q3: What payment methods do you accept?

A3: We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Klarna.

Q4: How do I use a promo code?

A4: Enter your promo code in the “Discount Code” field at checkout and click “Apply” to see the updated total.

Q5: Will I receive an order confirmation?

A5: Yes, an order confirmation email will be sent to the email address provided at checkout.

Q6: Can I place an order over the phone?

A6: Yes, please call our customer service at +44 7878 763493 to place an order over the phone.

Q7: Do you offer gift wrapping?

A7: Yes, gift wrapping options are available at checkout for an additional fee.

Q8: How can I track my order status?

A8: Log in to your account and navigate to “My Orders” to view your order status, or use the tracking link provided in your shipping confirmation email.

Q9: What currencies do you accept?

A9: All prices are listed in USD, but we accept payments in various currencies via PayPal and credit card companies that handle currency conversion.

Q10: Is there a minimum order amount?

A10: No, there is no minimum order amount required to shop with us.

Shipping

Q1: What are your shipping options?

A1: We offer Standard, Express, and Overnight shipping. See our Shipping Information page for details.

Q2: Do you ship internationally?

A2: Yes, we ship to over 50 countries worldwide.

Q3: How much does shipping cost?

A3: Shipping costs are calculated at checkout based on your location and selected shipping method.

Q4: How long does it take to process my order?

A4: Orders are typically processed within 1-2 business days.

Q5: Can I change my shipping address after placing an order?

A5: If you need to change your shipping address, please contact us immediately. Changes may not be possible if the order has already been shipped.

Q6: Do you offer free shipping?

A6: Yes, we offer free standard shipping on orders over $100.

Q7: Will I have to pay customs duties or taxes?

A7: International orders may be subject to customs duties or taxes, which are the responsibility of the customer.

Q8: How can I track my shipment?

A8: Once your order ships, you’ll receive a confirmation email with a tracking number. Use it on our Order Tracking page.

Q9: What happens if my package is lost or damaged during shipping?

A9: Contact us immediately if your package is lost or damaged. We will work with the carrier to resolve the issue.

Q10: Do you ship to P.O. boxes or APO/FPO addresses?

A10: Yes, we can ship to P.O. boxes and APO/FPO addresses via USPS. However, some shipping options may not be available.

Returns and Refunds

Q1: How do I initiate a return?

A1: Visit our Returns Page and follow the instructions to request a return authorization.

Q2: What is your return policy?

A2: We accept returns within 30 days of delivery for items that are unworn and in original condition. See our Return Policy for details.

Q3: Are there any items that cannot be returned?

A3: Yes, final sale items, gift cards, and personalized products cannot be returned.

Q4: Do I have to pay for return shipping?

A4: We offer free return shipping for domestic orders. International customers are responsible for return shipping costs.

Q5: Can I exchange an item?

A5: Yes, indicate the desired replacement item when initiating the return, and we will process an exchange if available.

Q6: How long does it take to process a return?

A6: Returns are processed within 5-7 business days after we receive your item.

Q7: How will I receive my refund?

A7: Refunds will be issued to the original payment method used during purchase.

Q8: What if I received a defective or incorrect item?

A8: Contact us within 48 hours of delivery, and we will arrange for a replacement or refund.

Q9: Can I return a gift?

A9: Yes, gifts can be returned for store credit. Please contact us with the order details.

Q10: What if I miss the return window?

A10: Returns requested after the 30-day window may not be accepted. Please contact our customer service for assistance.

Account Management

Q1: Do I need an account to place an order?

A1: No, but creating an account allows you to track orders and save your preferences.

Q2: How do I create an account?

A2: Click on “Sign Up” at the top of our website and fill out the required information.

Q3: How do I reset my password?

A3: Click on “Forgot Password” at login and follow the prompts to reset your password.

Q4: How can I update my account information?

A4: Log in to your account and navigate to “Account Settings” to update your details.

Q5: What if I can’t access my account?

A5: If you’re having trouble accessing your account, please contact our support team for assistance.

Q6: How do I view my order history?

A6: Log in to your account and click on “My Orders” to view your order history.

Q7: Can I save my payment information?

A7: Yes, you can securely save payment methods in your account for faster checkout.

Q8: How do I subscribe or unsubscribe from newsletters?

A8: Manage your email preferences in the “Account Settings” section of your account.

Q9: Is my personal information secure?

A9: Yes, we use advanced security measures to protect your personal information. See our Privacy Policy for details.

Q10: How do I delete my account?

A10: If you wish to delete your account, please contact us at info@thestarjackets.com.

Product Information

Q1: How do I find the right size?

A1: Refer to our Size Guide available on each product page.

Q2: What materials are your jackets made from?

A2: We use high-quality materials like genuine leather, faux leather, and sustainable fabrics.

Q3: How should I care for my jacket?

A3: Care instructions are provided on the product label and on the product page under “Care Instructions.”

Q4: Are your products ethically sourced?

A4: Yes, we are committed to ethical sourcing and fair labor practices.

Q5: Do you offer customization options?

A5: Currently, we do not offer customization, but we plan to introduce this feature soon.

Q6: Will the color of the product match the photos?

A6: We strive to display colors as accurately as possible, but there may be slight variations due to screen settings.

Q7: Are your jackets unisex?

A7: We offer both unisex designs and gender-specific styles. Product descriptions indicate the intended fit.

Q8: Do you restock sold-out items?

A8: Yes, we frequently restock popular items. You can sign up for restock notifications on the product page.

Q9: Where are your products made?

A9: Our products are designed in the USA and manufactured in facilities that meet our quality and ethical standards.

Q10: How can I find out if an item is in stock?

A10: Product availability is indicated on the product page. Out-of-stock items will be marked accordingly.

Technical Issues

Q1: I’m having trouble checking out. What should I do?

A1: Try clearing your browser’s cache or using a different browser. If the issue persists, contact our support team.

Q2: The website is not loading properly. What should I do?

A2: Ensure you have a stable internet connection and try refreshing the page. If problems continue, please contact us.

Q3: I didn’t receive an order confirmation email. What should I do?

A3: Check your spam or junk folder. If you still can’t find it, contact us to confirm your order.

Q4: How do I enable cookies on your website?

A4: Adjust your browser settings to allow cookies for an optimal shopping experience.

Q5: Is your website secure?

A5: Yes, we use SSL encryption to ensure your data is secure.

Q6: I can’t reset my password. What should I do?

A6: Contact our support team for assistance in resetting your password.

Q7: The site is displaying in the wrong language. How can I change it?

A7: Scroll to the bottom of the page and select your preferred language or region settings.

Q8: I’m experiencing issues with the mobile site. Any suggestions?

A8: Try updating your browser or using our desktop site. If issues persist, let us know.

Q9: Can I place an order over the phone if the website isn’t working?

A9: Yes, please call us at +44 7878 763493 to place an order over the phone.

Q10: How do I report a bug or technical issue?

A10: Please email us at info@thestarjackets.com with details of the issue.

Contact Support

Didn’t find what you’re looking for? Reach out to us via our Contact Us page.

• Email: info@thestarjackets.com
• Phone: +44 7878 763493
• Live Chat: Available 24/7