Do you offer free shipping?
Generally, we offer free shipping only to new customers. However, returning customers may receive discount coupons periodically. We also offer free global shipping on orders over $50. For orders under $50, we charge a small shipping fee of $6.99.
What should I pay attention to when placing an order?
Before confirming your order, please ensure all order details are correct, such as size and model. Also, verify that your shipping information is accurate, including your street address, apartment number, postal code, city, state/province, phone number, and email address. After placing your order, you will typically receive an order confirmation email. Please review all the details carefully. If you notice any errors, contact us within 2 hours. You can modify or cancel your order within 2 hours of placing it. After 2 hours, no changes can be made to the order details, but you can still update your shipping contact information before receiving a shipping notification email. If there are major or unclear issues with your order, our customer service team will proactively email you to confirm the details, so please respond promptly. Finally, 90% of our orders are shipped within 48 hours.
Can I modify my order or shipping information after receiving the shipping notification email?
Sorry, once you receive the shipping notification email, your package has already been shipped. We cannot ask the courier to pull your package out of thousands of others due to the high cost involved. If your address is incorrect, please closely monitor the tracking link we send you. You can contact the courier directly to arrange for a pickup to ensure you still receive your package. However, once the package is shipped, ownership is transferred to you, and we cannot request the courier to change the shipping address. Therefore, you must promptly contact the courier to change the address or pick up the package from the post office.
Can I add more products to my order after placing it, or do I need to place a new order?
Sorry, you need to place a new order. If the orders are placed within a few hours of each other, you can email us to request combined shipping; otherwise, we will ship them separately.
I placed my order more than 2 hours ago but haven’t received a confirmation email. Can I get a refund?
Typically, customers can cancel orders within 2 hours. After 2 hours, the order cannot be canceled. Please verify the details in your order confirmation email. If any information is incorrect, email us immediately. We typically process emails within 12 hours. If you notify us within 2 hours of placing your order, we will usually assist with a refund, correcting order details, or modifying your shipping information.
How do I know if my payment was successful?
Once your payment is successful, we will send you an order confirmation email immediately. You can also log into your account on our website and check under "Account - My Orders." If you cannot find your order, it may have failed; please contact us immediately for assistance. If your payment failed, don’t worry, the funds are usually automatically refunded quickly.
Do you offer next-day or expedited shipping services?
We do not offer expedited shipping services. If you have special needs, please plan ahead and place your order early. Our order processing time is 2 business days, and shipping typically takes 7-13 business days. If you do not receive your package within 15 business days, we will refund 5% of the total order amount for each additional day of delay, up to 100% (this 15-day compensation policy applies only to the US, Canada, Australia, New Zealand, and certain Western European countries). If you have not received your order within 30 business days, or if tracking information shows no update in 15 days, you can choose a full refund or reshipment at no extra cost. For reshipments, we will need to reconfirm your address. Of course, we will also provide the agreed-upon delay compensation.
Is the 15-day compensation policy applicable in all countries and regions?
No, this 15-day compensation policy applies only to the US, Canada, Australia, New Zealand, and certain Western European countries.
How can I track my order after placing it?
Typically, you will receive a shipping notification email within one day of placing your order. Click the "Track My Order" link in the email to view your order’s shipping information.
Which addresses do you not accept?
We do not accept APO, FPO, DPO, or PO Box addresses. Additionally, some remote areas may not be deliverable. If we cannot ship to your address, we will issue a full refund. If you're unsure, you can email us at manager@summerstarfashion.com for confirmation.
Which carrier do you use to ship my package?
The carrier varies by country. In the US, we primarily use USPS, and in the UK, we use Royal Mail. Other countries/regions may use different carriers.
How do you typically track shipping information? Can I use the “SHOP” app?
Typically, you will receive a shipping notification email within 48 hours of placing your order, containing detailed shipping information such as the carrier, tracking number, and tracking link. You do not need to download the Shop app; you can track your order directly through the link in the email.
What should I do if I can’t find my tracking number or if it’s not working?
Usually, package tracking information is updated in real time during transit. You can use your tracking number to track your package on our website. If you have any questions about your package, feel free to email us for further assistance.
What if I haven’t seen an update in the shipping information for a while? Does that mean my package is lost?
There are many reasons why shipping information might not update, including the package being lost or delayed due to force majeure. If you’re concerned, please email us, and we will check with the carrier for specific details. According to our policy, if there’s no update after 15 days, you are entitled to either a refund or reshipment.
What should I do if the delivery failed, according to the tracking information?
In the shipping notification email, there is a link that allows you to check the most up-to-date shipping information. If you see "delivery failed" instead of a prolonged delay, you need to contact the courier company promptly and provide the tracking number to retrieve your package. Common reasons for delivery failure include "incomplete address," "missing tracking number," and "no one answered the phone." If you cannot retrieve your package within a week, it will be returned to our warehouse.
What should I do if my package is marked as returned to the sender?
If your package is marked as returned to the sender, it may be due to an incorrect address, no one available to receive it, or other reasons. Please contact us promptly so we can verify the reason. If it’s due to an address error, we will ask for a new address and charge a 50% reshipping fee for the entire order. If you voluntarily return the package, please provide the reason, and we will issue a full refund.
What should I do if my package is marked as received, but I haven’t actually received it?
In this case, we will follow a thorough process to balance customer satisfaction and prevent potential fraud. The steps are as follows:
