Order Issue
Order Issue
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Can I change or cancel my order?
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 time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team below and we will do our best. Please have your order number ready. We also recommend contacting our team via talk or live chat as this is the quickest way to get your issue resolved.
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.
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What do I do if I need to update my delivery address?
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 StarTrack on your behalf and update the address however it does add an additional business day on top of the standard delivery time.
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Why was my delivery returned to its sender?
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.
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Why haven’t I received any tracking information?
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.
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Please remember to include your order number when reaching out to the team, as this helps to speed up the process. -
I want to cancel my click & collect order, how can I do this?
If for any reason you're unable to pick up your Click & Collect order from store or would like to cancel, please get in touch with our Customer Experience team below and they will assist you.
Please ensure that you include your order number when contacting us so we can assist you in the quickest way possible.
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I selected the ‘Click & Collect’ option but I still haven’t received any notifications?
Once you have placed an order, you will receive an email notification when it is ready to be picked up from your nominated store. We recommend checking your spam/junk mail as it can sometimes land in there.
Having difficulties? Contact the Customer Experience team below and we’ll be our best to assist you.
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