1. How do I change my personal account details?
    • If you would like to amend your personal details, click here
    • Need help? Contact our friendly Customer Services team by emailing starshop@nationalstar.org or calling 01242 527631
  2. Where is my order?
    • We aim to deliver all orders within 3 - 5 working days of accepting your order
    • If you have not received your order within 7 working days, please call our Customer Services team on 01242 527631 and we will investigate
  3. Can I track my order?
    • Unfortunately, we are unable to track orders, so please call Customer Services on 01242 527631 If you haven't received your order within 7 working days and we will investigate the non-arrival
  4. How much is delivery?
    • Standard Delivery: £4.95 per UK delivery address
  5. Can I choose the delivery date?
    • Unfortunately, you are not be able to specify the actual date for delivery
  6. Can I order items to be sent outside the UK?
    • We regret that we are unable to ship orders overseas
  7. Do your prices include VAT and what happens if VAT charges do not apply?
    • All prices are quoted in GBP and payment is processed in GBP
    • The price includes the VAT (Value Added Tax) at the standard rate for all applicable products
  8. Can I choose a different delivery address to the billing address?
    • You may choose a different address to the billing address by simply completing both address details at point of checkout
    • Orders placed by telephone must be delivered to the cardholder’s billing address
  9. When do I give my payment details?
    • Payment is made on the 'Order Summary' page, which can be accessed through your internet shopping basket
  10. When will I be charged?
    • The purchase price will be charged to your card upon the despatch of your order
  11. If the item is a gift, can I add a gift card?
    • You may add a gift note comment, which will be printed on the packing list
  12. If I send an item as a gift, will the prices be displayed on the invoice?
    • A copy of the invoice will be emailed for your records, and the packing list, which contains no prices, will be enclosed with the order
  13. Who do I contact if I have a query with my order?
    • If you have a query in relation to your order, please contact Customer Services by emailing starshop@nationalstar.org or calling 01242 527631, quoting your order reference
  14. Can I order an item that is temporarily out of stock?
    • Stock availability is indicated on each product page below the pricing information
    • If an item is temporarily out of stock, the order system will not allow you to add it to your basket
    • Please request an email alert so you can be notified when the item is next back in stock
  15. How can I cancel my order?
    • Please call our Customer Services team on 01242 527631 to cancel an order
    • You have the right to cancel your order within 14 days of receipt of goods, and receive a full refund of the purchase price
    • You are entitled to a refund of our Standard Delivery Charge if all items from your order are returned. For partial order refunds we will not be able to refund the cost you paid for delivery
    • The costs of Return Delivery will only be refunded if the items are faulty
  16. What is your returns policy?
    • If you are not entirely satisfied with your order, we will be happy to offer either a full refund to the value of your items, or an exchange, providing the goods are returned unused and in their original packaging within 14 days of the date the goods are delivered to you. If all items from an order are returned, then you will also be eligible for a refund of our Standard Delivery Charge
    • Returns postage is a direct cost to you and we regret that this cannot be refunded unless the item is faulty
  17. Can a replacement be sent for faulty or damaged goods received?
    • If you are returning an item(s) due to a fault or damage on the part of StarShop, you will be entitled to a replacement, subject to stock availability
    • Please indicate this requirement on the Returns Form
  18. Can faulty or damaged items be returned for a refund? 
    • On delivery, please check the items carefully. If you believe that any of the items are faulty or of unsatisfactory quality, please state that you require a refund on the Returns Form
    • if the item(s) is confirmed faulty, we will reimburse you for the item and reasonable return postage costs
  19. Can items received as a gift be returned for a refund? 
    • We are able to refund any items received as a gift through the original method of payment if returned to us by post 
    • We may request proof of purchase before processing a refund
  20. When do I get a refund once I have returned an item? 
    • Once the item(s) you wish to return has been received and checked by us, a refund for the agreed amount will be made to the card used for the original purchase
    • Please allow 7 days from return for this process to be completed
  21. What is your VAT number?
    • Our VAT number is 184 5412 03