FAQ

Where is my order?

Enter My Orders and click on Tracking Orders to see the status of your order

My payment has been rejected. What can I do?

First of all, make sure that the information on the payment card that you registered in your Starlite Shop account is correct and has not expired.
To do this, enter My Orders, locate your order and click on See Order. Here you can check the information regarding payment, make any changes and, if you prefer, introduce a new card for payment. 
If the information is correct, contact your bank to find out why payment was rejected.

I would like to cancel my order.

If you want to cancel an order, enter My Orders and locate your order to see what the status is and whether it is possible to cancel it.

I would like to add another product to my order.

Once you have placed an order, you cannot add products. If you have found another product that you like, you can place a new order. 

I have received an incorrect, damaged or defective product.

At Starlite Shop we cannot make replacements or exchanges. If the product you have received does not match the one you ordered, is damaged or defective, you can return it through our Online Returns Centre to receive a refund and, if it is still available on our web site, you can order it again.

I want to group my shipments together.

Different shipments cannot be grouped together.
You will receive as many shipments as the number of orders you made. Bear in mind that delivery periods and preparation times are different and once the picking process has started, orders cannot be grouped together.

RETURNS

I want to return a product.

To begin the procedure for returning an order, enter our Online Returns Centre.

How are the return labels used?

The return of products purchased in the Starlite Shop must be identified with a label and a return authorisation that you can obtain through the Online Returns Centre.
Safely pack the products and the return authorisation using a box or the packaging in which you received your order. Stick the return label on the outside of the package.

Each return label is assigned to a single order, so it is not possible to return products from different orders in the same box. 
On the return label you will also find information on the method of return to be used.
For more information, consult How can I return a product?

How much does it cost to return a product?

If the reason for the return is not due to an error of Starlite Shop and you use our return label with postage paid, we will deduct 5.90 € (VAT included) from the total amount of the refund when you send it back. If you return it from outside of Spain, you will have to pay for the costs of return.

When will I receive my refund?

Around 10 working days after you have sent your package back. When the return procedure has been completed, we will send you notification by e-mail. You will receive the refund in the same method of payment that you used to place the order.

I would like to exchange one product for another.

In Starlite Shop we cannot exchange products. If you want to change one product for another, you can return it through our Online Returns Centre in order to receive a refund and, if the other product is still available on our web site, then make a new order.

I have received an incorrect product, what can I do?

If the product you have received does not match the one you ordered, you can return it through our Online Returns Centre to receive a refund and, if it is still available on our web site, make a new order.