FAQ

Account 
Do I need to register before placing an order? 
NO, You can browse our fashion product without registering. 

How do I register? 
Click “Sign in” at the top right corner of our website. You can register with your email account. 

What if I forget my login password? 
Click the “forgot password” at the Sign in page, fill in your registered email then we will send a new password to your registered email. 

How can I change my account password? 
You can change your password after you log in your account. 

How do I unsubscribe from your email newsletter? 
You can click “Unsubscribe” at the bottom of every received newsletter email. 

Ordering & Payment 
Can I get a discount if I make a larger order? 
Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact our Sales Department on services@superladystar.com and provide the following information: The product(s) that you are interested in 
The exact order quantity for each product 
Your desired timeframe 
Any special packing instructions, e.g. bulk packing without product boxes 
Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece. 

Can I remove an item from the shopping cart? 
Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item from the order. 

What happens if my item is out of stock? 
For our popular item, it might go out of stock quickly. We will continue working with our independent designers to ensure the items displaying on our site will be available to our customers. 
The out-of-stock items will be automatically refunded once your order is processed. 

Can I modify or cancel my order? 
Once your order is placed (before payment, in “Awaiting Payment” status), there would be an eight digit alphanumeric order number. Those orders cannot be altered. If any information is incorrect, you can ignore the wrong order and create a new one. 
Once you finish the payment for your order, if you want to modify or cancel, you can send a request to our customer service representatives in your account at Contact Us page for assistance. 

Can you custom make the item(s)? 
Sorry that we don't provide custom-made service at this time. The items are just the same as our website displayed and the same as the description on our website. 
If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do? 
We can only change that information for you if the order is not shipped out. Therefore, please be more careful to place the order. If there are changes, contact us via 

services@superladystar.com or chat with us online.

What kind of secure payment methods do you accept? 
We use PayPal to facilitate our payment process. You can use Credit Cards, Debit Cards, PayPal Wallet, Bank Account, eCheck, and any other payment methods that PayPal supports to complete your order on our website. 

How do you secure my payment information? 
We do not process any of your payment information. All payment related matters on SuperLadyStar are handled by PayPal. 

Why do I get less refund for the item(s) sometimes? 
Please be noted if there is a discount for your order, we will refund you the amount with the discount, that means we will refund what you actually pay for each item. 
  
Size Chart 
How can I choose the right size? 
Sizes of items from different designers differ. Please do click size icon"SML" to check BWH of the item itself. You can also click "SIZE GUIDE" to check the BWH details. If you are not sure about what size you should choose, you can refer to "FIND MY SIZE" and select your BWH measurements from the drop-down list, then you will get a recommended size. 

What is the free size? 
That means there is only one size available for the item. Generally, a Medium size fits the majority of customers. If you are still unsure, please check the product details to see the measurements or click the size icon to see the specific measurements. 
  
Shipping & Handling 
Where does my order ship from? 
Our main fulfillment center is located in China. Majority of our clothes are shipped from our fulfillment center. Some of the designers we work with might ship the products directly from their own warehouses which locate across North America, Europe, etc. 

What countries do you ship to? 
We ship worldwide. 

How do I change the shipping method? 
Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department at 

services@superladystar.com. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost. 

Does 

SuperLadyStar ship to multiple addresses? 
We are only able to deliver to one address per order. We suggest that you place a separate order for each destination, if you would like to send your purchases to multiple addresses.  

What delivery companies do you use? 
We only use safe and reputable delivery companies like DHL, UPS, USPS, Postal Mail, etc. 

How much is the shipping fees? 
It depends on weight and distance. And you can see the exact fees when choosing the shipping method. 
BTW, any order over $50(final sale items excluded) can enjoy free standard shipping in our website now! 

Is there any additional fee or tax? 
For most of the countries, our customers do not need to pay for import fees, duties or VAT(Valued Additional Tax). However, for some limited countries (especially for some European countries such as Germany, Italy, UK, and Canada,etc.) may need to pay duties or VAT according to your countries’ levying rules. 

Does UPS/DHL require a signature on delivery? 
DHL requires the signature of the receiver, while UPS usually drops a package at your yard/front door/porch when you are not home to receive the package. 

Do you ship to PO BOXes and APO/FPO/AFP military addresses? 
We can only ship to those addresses by standard shipping (about 2 weeks for delivery). If you want to receive the item(s) by expedited shipping(in 10 days), please provide a physical address. 

When will I receive my items after I place an order? 
The duration depends on the shipping method and the destination country. 
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.) 
Our normal delivery time is 3-5 business days of preparing the orders and 7-12 business days of shipping (2 to 5 for express shipping). 
Order Processing: Once you complete payment for your order, we will start processing your order immediately. The order processing time is normally 3-5 business days. We work with our independent designers to prepare your products. Our in house QA team will perform a quality control checking before each product is placed into the final shipping package. 
Shipping: Our standard shipping is with postal mail. It takes 7 to 12 business days to deliver to most of the locations worldwide. Our Express delivery is with DHL or UPS. It takes 2-5 business days to deliver. 

How do I track my order status? 
Once the order is placed, you will receive an email about the order information. You can also login to our website and track your order under “You > My Orders” on the top right side of our website. 
Once the order is shipped, you will receive a shipping email with the tracking number for your package. 

Why is my tracking number invalid? 
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes. 
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history. 
We would advise you to contact our dedicated Customer Service Department at 

services@superladystar.com and provide them with your 

SuperLadyStar order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information. 

Can you pack my order as a gift? 
Sorry, we do not provide this service now. 

Coupons & Discounts 
How can I use the coupon codes? 
For every order, you may apply only one available coupon. You can subscribe to us and get the latest coupon codes. It is easy to redeem, after adding to the shopping cart and checkout, select one valid and available coupon code in the Choose a Coupon area. You can see that when placing the order. 
  
Return & Exchange 
What is your return policy? 
Items Not Eligible for Return

  • Swimwear is not eligible for return or exchange.
  • Final Sale is not eligible for return or exchange.
  • Swimwear can only be returned/exchanged if it is defective/damaged or wrong item.
  • You are required to upload a picture showing the problem item when submitting the return/exchange request online.
For the other items, to be eligible for a return, please make sure that:
  • Items can be returned or exchanged within 30 days from the delivered date.
  • Items received should be unused, undamaged and in original package with original labels.
  • Buyer is responsible for return shipping cost and any related expenses. For our silver, gold and platinum members, you might qualify for our return shipping fee reimbursement program. Please see our Member center for detailed information. Items that do not meet these criteria will not be considered for return. For more details, please refer here Return Policy

How can I return or exchange an order? 
Kindly please log in our website to check your account order(s). There is a “Return/Exchange” button in every specific order. You need to click it and submit the Return/Exchange request, then you will get authorization and return address from us in 24 hours by email. For more details, please refer here: Return Policy 
If you have any other questions, feel free to email us at services@superladystar.com. 

 

How soon will I receive a refund for my return? 
Your refund will be issued to the original payment method or as store credit to your  SuperLadyStar account within a week, once the refund is approved by our customer service representatives. 

Please note that it may take up to 30 days for the refund to appear in your credit card if using it as an original payment method. 

Why did SuperLadyStar fail to refund you sometimes? 

There are multiples reasons that we fail to refund you in time. 
1) PayPal cases. If you had contacted PayPal to open a dispute or file a claim of your order, then the order transaction is being reviewed by PayPal which makes the funds not available. Once the case is closed, we can manage to issue the refund to your account. 
2) Credit card chargeback. If you had asked your credit card company to stop the payment before contacting us, we can do nothing during their investigation but wait until the case is closed. 
3) Credit card issues. Sometimes customers don't use the original credit card or have changed the card, which will lead to refund failure.

But we will ask for your PayPal account to send the amount. 
4) Transaction overdue. If you ask for the refund exceed 180 days from the order payment date, we will have to ask our PayPal account manager to help issue the refund, which will cause about 1-week delay to compare to our normal process. 

If the garment does not fit, what can I do? 
Please go to the order detail page to submit a request to us. Our customer service representatives will reply to you with further instructions within 24 hours. 

If I receive a wrong/damaged/defective item, what should I do? 
Send email to services@superladystar.com with picture(s) of the wrong/damaged/defective item as well as your order NO. so that we can investigate and take further action to resolve your problem. 

 

What should I do if an item is missing from my order? 
Sometimes, your order will be delivered in multiple packages. Please check your order details in your account. 
Once all the packages have been delivered but you are still missing items, please contact our customer service representatives at Contact Us page and submit a request to us. Our customer service representatives will help you and get back to you within 24 hours. 

Where can I return the item to? 
Please contact our Customer Care team for the return center address. 

What shipping company can I choose for return? 
Usually, you can use any shipping carrier to ship the parcels back to us. You are supposed to choose the cheaper method like postal shipping, which is best and convenient for both of us. 

Customer Support 
What if I encounter other problems on SuperLadyStar.com? 

Please take a picture of the problem you met or screenshot and send it to services@superladystar.com so that we can handle the issue ASAP.