Order Issue

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.

We are unable to make any changes to your order and we only have a small window of opportunity to be able to cancel your order. If you would like to do so, please contact our Customer Experience team on 0800 753 243 and we will do our best. 

While we will make every attempt to accommodate your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.

We all make mistakes sometimes. 

If you need to update your address, please get in touch with the Customer Experience team below and we’ll be able to assist. We recommend to either call or go through live chat as this is the quickest way to get your issue resolved.

Please note that there is a small window of time between your order being placed and it being shipped for delivery. If we hear from you early enough, we may be able to change the address before your parcel is being shipped out.

If we miss that window, we can still contact the courier on your behalf and update the address however it does add an additional business day on top of the standard delivery time.

We’re incredibly sorry to hear that you haven’t received your tracking information.

We recommend checking your spam/junk inbox as it can sometimes land in there. If it’s still missing, please get in touch with the Customer Experience team below and we’ll be able to assist you.

Please remember to include your order number when reaching out to the team, as this helps to speed up the process.

Only received part of your order? We really don't want you to miss out on anything that you have ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order.

Rest assured, in the case that your order is dispatched from more than one warehouse, you will, of course, receive corresponding tracking numbers. 

Having difficulties? If you haven't received your order by the estimated delivery date, contact our Customer Experience team below and we’ll help you track it down.

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely. 

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.

Alternatively, you can reach out to the Customer Experience team below and we’ll be able to assist you.

Sometimes we make mistakes, we apologise if you have not received what you ordered.

Please contact our Customer Experience team to organise a solution.

*You will be asked to provide proof of purchase as well as some photographs of what you received.