Refund policy

 

Due to the custom nature of our star maps or other products, we are unable to accept returns or exchanges unless the product arrives damaged or defective. However, if you encounter any issues with your order, please contact our customer support team, and we'll be happy to assist you.

Our items are custom-made and personalized, which limits our refund options compared to non-customized e-commerce. However, you are eligible for a refund or exchange under the following circumstances:

• Severe Damage: If the product you received is severely damaged during shipping or upon arrival.

• Incorrect Order: If the product you received is not the one you ordered.

• Significant Discrepancy: If the product you received significantly differs from what was advertised on our website.

You may submit exchange or refund requests within 14 days of purchase. Please contact our customer support team at returns@stellargifts.co.uk with your order reference number and photo evidence of the product you received. We are here to assist you promptly and ensure your satisfaction. We will the analyse the photos, and inform you if qualifies for an exchange or a refund.

Providing photo evidence:

When providing photo evidence, please ensure that the images clearly show the damage or discrepancy.

Here are some tips for taking clear and effective photos:

  1. Good Lighting: Take photos in a well-lit area to ensure clarity and visibility of details. Natural daylight is often best, but avoid direct sunlight, which can create harsh shadows
  2. Multiple Angles: Capture the damage or discrepancy from multiple angles to provide a comprehensive view. This helps us assess the issue accurately.
  3. Close-Up Shots: Take close-up shots of the affected area to clearly show any damage, defects, or discrepancies. Ensure the camera focuses sharply on the subject.
  4. Stability: Keep the camera steady to avoid blurriness. If possible, use a tripod or steady surface to stabilize the camera.
  5. Include Context: Include additional photos that provide context, such as the entire product or packaging, to help us understand the situation better.
  6. No Filters: Avoid using filters or editing the photos, as this may alter the appearance of the damage or discrepancy.

Once you have taken clear photos that accurately depict the issue, please attach them to your refund request or email them to returns@stellargifts.co.uk. Providing clear photo evidence helps expedite the refund process and ensures a smooth resolution to your concerns. We will then analyse the photos and make a decision on whether it is eligible for a refund. 

As our products are custom-made, we understand that returning damaged items may not be feasible. Therefore, there is no need to ship the product back to us in such cases. We kindly request that you keep the order and packaging for up to 14 days after receiving it, as we may require further information for processing your request. Photo proof is needed in the 14 day period after delivery

We do not accept returns for the following cases:

  • Change of mind or dissatisfaction with the product: We strive to provide detailed product descriptions and images to help you make informed purchasing decisions. Please carefully review product details before placing your order.
  • Incorrectly entered delivery address: It is the customer's responsibility to provide accurate and complete shipping information. Please double-check your delivery address at the time of checkout to ensure timely and accurate delivery.
  • Entering a PO Box address: Please note that we do not deliver to PO boxes. If a customer provides a PO box as their shipping address, the order may be delayed or returned to us.
  • Rejection of the shipment upon delivery: If you refuse to accept delivery of the package without valid reason, such as damage or incorrect item, we reserve the right to deny returns or refunds.
  • Inability to accept delivery or failure to pick up the package: If you are unable to accept delivery or fail to pick up the package from the local post office or carrier pick-up point within the specified timeframe, the package may be returned to us. In such cases, we are unable to offer returns or refunds.
  • Items damaged due to improper handling or storage after delivery: Once the package is delivered, it is your responsibility to handle and store the items properly. We are not liable for any damage caused by improper handling, storage, or neglect after delivery.
  • Order Marked as "Delivered" But Not Received: If your order is marked as "delivered," but you haven't received it, we recommend checking with your household members or neighbors, as the package may have been received by someone else at your address. Unfortunately, if the tracking information confirms delivery, we're unable to provide a refund or free replacement order. However, you have the option to place a paid reorder if you'd like to send a replacement to ensure you receive your items.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have a 14 day period to reach out with photo evidence otherwise refunds are not accepted.

Exchanges

Due to the custom-made and personalized nature of our products, we are unable to offer exchanges. Each item is tailored to your specific preferences, making it unique and unsuitable for resale. Our focus on refunds allows us to swiftly resolve any issues and provide the best possible service to our customers.


European Union 14 day cooling off period

The 14-day cooling-off period, also known as the right of withdrawal, is a consumer protection measure provided under the European Union's Consumer Rights Directive. It allows consumers to cancel their contract with a seller and return goods within 14 days of receiving them, without providing a reason.

However, this right of withdrawal does not apply to certain types of products, including custom-made, made-to-order, or personalized products. Here's why:

Bespoke Nature: Custom-made, made-to-order, or personalized products are typically created specifically for an individual customer, based on their unique specifications, preferences, or requirements. These products are inherently bespoke and cannot be resold to other customers due to their personalized nature.

For further information please see the European Union website here.  

Refunds

We will notify you once we’ve received and inspected your photos, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@stellargifts.co.uk.