DELIVERY, RETURNS & REFUND POLICIES

Delivery Locations

We only ship to the UK, we do not send any items overseas at present.

Delivery Costs

Shipping on all purchases is £13.99 and currently takes up to 10 working days to arrive by courier.

These delivery times are estimates and all “working days” start after your order has been sent to the courier company.

If you order after 1pm on a Friday the first working day is Tuesday as the parcels have only been given to the courier company at 4pm on Monday.

We do not charge extra for Scottish islands, Highlands & Channel Islands. 

Delivery Times

During the Covid-19 pandemic deliveries are taking longer to arrive.

Couriers are extremely busy and so we can not guarantee delivery time frames at the moment.

 

We aim to get your order to you within 10 working days, but at busy periods this may not be possible.

We can not be responsible for delays to your delivery due to courier errors, delays or parcels being lost in the system. We have no control over delivery times and only give these as a guide.

Refund Policy

You have up to 21 days to request a refund on your order if you feel the items you received are faulty in any way.

Should there be any missing items in your order we will send out replacement once you have notified us. 

Refunds will be issued within 2 days of notification of missing items with monies returned via the method of payment you selected at the checkout.

If your parcel has not been delivered, or you believe it is lost, we require a 14 day period to pass from the point of the tracking updating to having confirmation that the parcel is lost before we will refund any monies.

This 14 day period may be many days or weeks after you first ordered however our courier only allows parcels to be classed as lost after 14 days of no movement in the tracker. Once this time has passed we can refund you.

If you receive email confirmation from the courier that your parcel is lost we still require 14 days to pass from the point of parcel last being scanned before we can offer a refund, as often the parcel is not actually lost and arrives few days later.

Any items damaged or broken in transit will be replaced so please contact us if this happens straightaway.

If your parcel has been damaged on route and items are missing from the order we will replace these missing items. 

If your parcel has been marked as delivered on the tracker but you dispute this you will need to complete a denial of delivery form and provide evidence that contradicts the tracker. We will only refund you if you believe your parcel was not delivered after an investigation with the courier and this can take up to 2 weeks.

Please email us at fivestarsltd@outlook.com with your order number and reason for refund request and we will process this as soon as we can.

Orders which are returned to us because the courier could not deliver due to you entering your address incorrectly, you were out 3 times and so the courier returned the parcel to us, or for any other reason; we will refund your order minus the original postage charge.

We reserve the right to refuse a refund should we feel the reasons stated are inaccurate, not valid or false.

Once your parcel has been posted we can not cancel your order. You are welcome to return the order at your own expense and once we receive the order back we will refund you minus the postage costs.

If you enter an incorrect address and the parcel is delivered to this address we do not offer any refunds due to customer error.

Returns Policy

Items which have been opened can not be returned unless you feel they are defective or damaged.

You will have to cover the cost of returning the items and this will be not be refunded. If your refund request is valid we will refund you for these items at the price you paid on day of ordering. We do not refund any postage charges.

We require photographic evidence for all damage to items so please send this in – if you throw the item away we may not refund you as we have no proof the item was damaged.

Items can be returned to the return address on your postage label.