Return & Exchange

Return and Refund Declaration

Every order from Superladystar has a 30-day return or refund guarantee. This entitles you to claim a refund or replacement within 30-days of receiving your items. To make a claim, please follow one of the options below.

Situations When We Refund

1. Product issues
We are focusing on providing high-quality items for you. However, if you received the goods does not match what you order or the products have some quality issues. We will process a refund request within THREE business days.

2. Shipping Time

For handmade products, we will ship within 10 days. You can find the product details in the product description.
3. Item out of stock
If you purchase goods and we are unable to ship them out due to a stock shortage, we will contact you by E-mail. We will offer you the choice to either refund or wait for stock.
4. PayPal Issues
If your PayPal's account name and address do not match your order's name and shipping address, we will email you for verification. If you do not reply to us within THREE business days, we will automatically refund the order.

Return Process

1. Please include the following information in the return package : 
① Order number and product SKU of the item(s) you want to return. 
② Shipping label (outside the package). 
â‘¢ Reasons for return.

Please E-mail and show the item of the problem to us, for example, show the photos of item(s)quality-related issue or wrong size to us by E-mail. 
We will refund you after we have received your package and inspected it.

2. Return address

You wish to return the items to the nearest return address, please contact our customer service first time，we will get back to you within 24 hours.

Email: services@superladystar.com
Contact us：https://superladystar.com/pages/contact-us

3. Return Announcement
â‘  Due to hygiene reasons, unless the items are visibly defective, we cannot offer refunds on earrings, lingerie, underwear, swimwear.
â‘¡ Please contact us no later than 14 days after you have received your order.
â‘¢ Please send the item(s) back to us through a local post office instead of express services like DHL, UPS, TNT, and FEDEX. By choosing one of the above-mentioned fast delivery options you might incur in import taxes and the delivery might be delayed due to the customs clearance process. We will only arrange a replacement or issue a refund after we receive and inspect the returned item.
â‘£ Once your returned item has been received, and it complies with our returns policy, we will issue a refund to you through the payment method used at the time of purchase.
⑤Please allow 2-3 weeks from the time you mail your return for it to be processed. We will send you an email once your return request has been successfully processed.
â‘¥ For orders shipped to Brazil or Russia, you can contact our customer service and request a return of your purchase within 40 days after shipment. superladystar.com reserves the right to final decision on the interpretation of these return policies.

Policy conditions and requirements

1. Product quality issues
Steps：Email our Customer Service → Upload your product picture/video and describe the problem → Customer Service confirms → Choose your solution 
Claim period: Within 30 days from the date you received the item.
Customer Service response time: Within 24 hours
Solution: 72 hours after the issue is confirmed, Customer Service will send a replacement or issue a full refund.

2. Unsatisfactory products
Steps: Email our Customer Service → Explain the reason → Customer Service confirms → Ship your product back → Customer Service confirms item returned → Refund
Claim period: Within 30 days from the date you received the item.
Customer Service response time: Within 2 to 3 weeks after receiving your products. 
Solution: After we receive and inspect the item, Customer Service will issue you a refund.
Notice: You shall bear all shipping costs, including the initial shipping cost to send you the item.

3.Wrong item
Steps：Email our Customer Service → Upload your product picture/video and describe the problem → Customer Service confirms → Choose your solution 
Claim period: Within 30 days from the date you received the item.
Customer Service response time: Within 24 hours
Solution: 72 hours after the issue is confirmed, Customer Service will send you the correct item or issue a full refund.

4. Size problem
Steps：Email our Customer Service → Upload your product picture/video and describe the problem → Customer Service confirms → Choose your solution plan 
Claim period: Within 30 days from the date you received the item.
Customer Service response time: within 24 hours
Solution plan:
Plan A: The size does not match what you ordered. You will receive a full refund or can choose to receive the product with the right size for free.

Plan B ：The size matches what you ordered, but it does not fit. The size of each item may have an inaccuracy of about 2cm/1 inch due to hand measurements. 
- If the size difference is less than 2cm/1 inch, you can contact us and apply for a return. You are responsible for all shipping costs incurred.
- If the size is more than 2cm/1 inch different, we will cover all shipping costs.

5. Color problem
The precise color of each item may vary depending on your computer screen settings, the background, and the lighting conditions. Slight mismatches between the color of your item and the color shown on your computer screen may not mean that the item is the wrong color. However, if you feel that you have received an item that is the wrong color, you can follow the same procedure described in section 3.

Policy Exclusions

Goods are not covered by our 30-day return or refund policy if:

A. The product serial number and product was not distributed by Superladystar;
B. Goods have been worn and damaged, stretched or contaminated.
C. Goods were damaged or worn out by improper use.
D. Goods are returned without included accessories.
E. Goods are stored or exposed to extreme environments;
F. Unauthorized repair, misuse, negligence, abuse, accident, alteration or improper installation;
G. Partial goods of a complete set are be returned;
H. The claim is made more than 30 days after you received the goods.

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