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RETURN & EXCHANGE

Return Policy

Note: For detailed return policy, please read the following policy carefully.

1. You can get refund for Defective, Damaged or Mis-shipped Items, Size Deviation & Color Mismatch problems, etc. Contact our Customer Service and you are entitled to return it within 3 days of delivery for free(Except for DIY items).

Please note that we only accept products in their original condition, and we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service at support@superstarnlsale.com and obtain a "Product Return" form that must be included with your package.

2. Mis-shipped products: Once we have confirmed your mis-shipped items (item shipped different from item ordered), we will be responsible for the item exchange and postage. You may also return the product and get a full refund including postage.

3. Size Errors: If the size of the item received is not what was ordered, you are qualified to get a full refund.

4. This return policy does not apply to our business resellers. Please contact us for additional instructions.

Specific Policies for Our Items

Order Cancellation

We understand that it is a very important undertaking to order for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our products are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.

Cancellation Policy

- Unpaid orders will be cancelled automatically after 5 days.

- Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.

- Orders cancelled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.

- Orders cancelled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.

- Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.

- Once your order has been shipped, it can no longer be cancelled.

Replacement or Refund

Your satisfaction is of utmost importance to us. Upon arrival of your package, it is suggested that you check the products to make sure it has been made in accordance with your order specifications. Please try on your products as soon as possible without altering, washing the products, or removing the tag. Please note that you need to contact us to initiate the returning process.

If you are returning or exchanging products, please make sure they are in their original conditions - unsed, undamaged, clean, free of lint intact and attached. You will be responsible for all return shipping costs.

Defective, Damaged or Mis-shipped Items

You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.

Sizing or Fitting Issues

As all of our lamps are hand-sewn and customized, the finished gown may vary by approximately one inch in either direction of the specified measurements. To ensure that your products will fit you perfectly, our tailors have reserved additional fabric in the seams to allow minor modifications.

Size Deviation

If your products style size differs from the specifications of your order by more than one inch, You can change.

Please understand that items that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.

Your option is to look for a local store service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, re-sizing may not be possible.

Color Mismatch

The settings of your computer screen may alter the color of the pictures shown on the site. Slight color aberration may not mean that the products is defective or mis-shipped. However, if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.

Return Process

1. Submit a return request to Customer Service: support@superstarnlsale.com within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.

We reserve the right not to accept the returns without prior approval from our Customer Service.

2. Once our Customer Service has approved your request, we will provide you with a return adress as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please DO NOT use expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. Please keep the tracking number safe.

3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.

All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.

Please note that items returned in unacceptable condition will not be processed as refunds and will be shipped back to you!!!