RETURNS POLICY

We do everything we can to ensure you are happy with your order but if you need to make a return or exchange, please follow the simple steps below: 

EXCHANGE 

1.Download & print a form

No Printer? No Problem. Simply include the following details on a piece of paper and include alongside the item(s) in the parcel.

  • Full Name

  • 6 digit KILLSTAR order number

  • email address

  • phone number

  • complete list of Items being returned & reason for return

  • if you require a refund/exchange/store credit please detail this.

    2. You may send any unwanted items back to us within 14 days of the delivery of the order.

    Please note: 

    • Customers are liable for the return shipping costs, unless an item been received in error, is damaged or defective. Please contact our customer service team before returning any item(s) to us of this nature.

    • All US exchanges are reshipped free of charge. International customers will need to re-purchase shipping.

    • Swim/Bodysuits, Intimates, Earrings, Face masks & lipsticks/ cosmetics are not returnable, due to hygienic restrictions.

    • Items must be in their original condition and in their original packaging, unworn, unwashed and complete with their original labels and tags. Any promotional items included free of charge must also be returned shall the order be returned in full.

    • Only items/orders purchased on the US site can be returned to the US warehouse. If you are unsure where your order was purchased - contact us with your order-number and we can check.

    • If sending items back from outside of the US, make sure to declare items as returned goods, clearly state 'US RETURNED GOODS' on any parcel. Any duties on returned goods will remain the responsibility of the customer.

    • Please allow up to 7-10 business days for us to process your returned item/s. We always aim to be faster!

    • Please remember to fill out the order number, it will be in your email notifications.

    • Unless faulty, cosmetics products which have been opened cannot be refunded or exchanged.

    If you need any help with making a exchange - please do not hesitate to contact us.

    CANCEL

    If you would like to cancel an order please contact us using our online form or via email at customerserivce@killstar.com as soon as possible. You may cancel your order within 14 days of delivery in line with our terms and conditions. To cancel an order before it is shipped, customers must notify us within 60 minutes of the order being placed, after this time we cannot guarantee orders will not be shipped. Please follow the steps outlined below to cancel and order.

     

    1. Contact Us via email at contact@killstar.com or online here notifying us that you would like to cancel your order.

     

    1.Download & print a form

    No Printer? No Problem. Simply include the following details on a piece of paper and include alongside the item(s) in the parcel.

    • Full Name

    • 6 digit KILLSTAR order number

    • email address

    • phone number

    • complete list of Items being returned & reason for return

    • if you require a refund/exchange/store credit please detail this.

     Please note:

    • Customers are liable for the return shipping costs, unless an item been received in error, is damaged or defective. Please contact our customer service team before returning any item(s) to us of this nature.

    • Swim/Bodysuits, Intimates, Earrings, Face Masks & lipsticks/ cosmetics are not returnable, due to hygienic restrictions. 

    • All items received must be returned if cancelling an order. These must be in their original condition and in their original packaging, unworn, unwashed and complete with their original labels and tags. Any promotional items included free of charge must also be returned shall the order be returned in full.

    • Only items/orders purchased on the US site can be returned to the US warehouse. If you are unsure where your order was purchased - contact us with your order-number and we can check.

    • If sending items back from outside of the US, make sure to declare items as returned goods, clearly state 'US RETURNED GOODS' on any parcel. Any duties on returned goods will remain the responsibility of the customer.

    • Please allow up to 7-10 business days for us to process your returned item/s. We always aim to be faster!

    • Please remember to fill out the order number, it will be in your email notifications.

    • Unless faulty, cosmetics products which have been opened cannot be refunded or exchanged.

    RETURNS 

    1.Download & print a form

    No Printer? No Problem. Simply include the following details on a piece of paper and include alongside the item(s) in the parcel.

    • Full Name

    • 6 digit KILLSTAR order number

    • email address

    • phone number

    • complete list of Items being returned & reason for return

    • if you require a refund/exchange/store credit please detail this.

      2. You may send any unwanted items back to us within 14 days of the delivery of the order; for an exchange or refund/credit.

      Please remember to fill out the order number, it will be in your email notifications.

      If you need any help with making a return - please do not hesitate to contact us.

      Please note:

      • Items must be in their original condition and in their original packaging, unworn, unwashed and complete with their original labels and tags. Any promotional items included free of charge must also be returned shall the order be returned in full.

      • Only items/orders purchased on the US site can be returned to the US warehouse. If you are unsure where your order was purchased - contact us with your order-number and we can check.

      • If sending items back from outside of the US, make sure to declare items as returned goods, clearly state 'US RETURNED GOODS' on any parcel. Any duties on returned goods will remain the responsibility of the customer.

      • Only items returned within 14 days of delivery is eligible for a cash refund. Refunds will be credited to the original payment method, including gift cards. Items returned after 14 days but before 28 days will be eligible for a store credit.

      • For any items returned that were part of a multi-buy promotion such as Buy One Get One Half Price, Buy One Get One Free, 3 for 2, or similar - the refund value of returned products will be calculated based on the promotional savings of any items not returned, and therefore may not equate to the full value of the item(s) specifically being returned.

      • Swim/Bodysuits, Intimates, Earrings, Face masks & lipsticks / cosmetics are not returnable, due to hygienic restrictions.

      • Shipping fees will not be credited.

      • Purchases made in Cryptocurrency as payment are not eligible for a refund, only store credit or exchange.

      • Gift Cards are non returnable, and do not qualify for a refund.

      • Please allow up to 7-10 business days for us to process your returned item/s. We always aim to be faster!

      • We reserve the rights to refuse a refund or credit for items that are not in a re-sellable condition - regardless of the presence of original tags and whether the item was worn or not, refunds will not be issued for items that we determine cannot be resold. We may make such determination based on a variety of factors including, but not limited to; the appearance, smell, and/or general condition of the item when it's returned to us.

      • Unless faulty, cosmetics products which have been opened cannot be refunded or exchanged.

      Orders returned to sender/refused by the receiver:

      • Any order(s) returned to sender due to customer error / failure to collect will require new shipping to be purchased to allow the order to be re-shipped or alternatively can be refunded less the cost of initial shipping. If an order qualified for free shipping the cost of this shipping will be deducted from any refund.

      • You are personally responsible for any import duty/tax that may be applied to an order outside of the US. This isn't a shipping charge, but a legal requirement decided by the governing law where you live. Any orders abandoned/refused by customers due these charges will be liable for all costs of shipping the order back - including the original cost of the shipping. 

      Afterpay 

      Need any further assistance? Contact our customer service team for help!