1. General questions
My question is not answered in the FAQs, what should I do?
Thank you for checking our FAQs to see if your answer is in there. If you cannot find the answer to your question, feel free to contact our support team.
You can do so by sending an email to email@example.com. If it is about an order you made, please be as descriptive as possible and don't forget to include your order number.
Why is everything priced in US dollars? I am not from the USA.
Although we ship worldwide, we operate from the USA. This does not mean you cannot order if you are not from the USA. The PayPal will simply use your own currency on check out.
Can I also contact you by phone?
Currently, we run all our support digitally. We have an email address and a Fanpage on Facebook. Therefore, there is no need for us to have a phone number to run support through. Our systems are pretty streamlined and we thrive to answer your questions in a timely manner.
Can I use multiple discount codes on one order?
You can only use one discount code per order. Multiple codes are not supported on our website.
I find the pricing pretty much on the high end, why is this?
We pride ourselves on quality. We also love the fact that you will have a Limited Edition Item. Our items can only be bought in our store and nowhere else! All our items are hand made in North America, Europe or Asia depending on capacity. We print, cut and sew your order by hand. Our items are printed on demand. This means when your order comes in our creation process starts. Our goods are all design in fashion.
Unfortunately - Great quality comes with a price. Therefore, we have to price our items like we do to maintain great quality. Yes, it is pricier than normal, but you will receive an item of top-notch quality that will last way longer than any other similar item you will purchase from another store.
Other than that we work with materials that are top of the bill. We do not settle for materials that are not up to par or lose it is vibrancy when stretching. We only work with fabrics and printing techniques that we have seen ourselves. This is what it makes it a little more pricey, but worth it even more.
2. An order changing/canceling questions
I change my mind, can I still cancel the order?
To ensuring production and shipment is not delays, the order will be processed once you place. Therefore, you can free cancel/change your order within 24 hours of placing your order for any reason. Out of the time, we will not be able to free cancel/changing your order any more.
So if you need a change your order, please contact us via email firstname.lastname@example.org
I ordered the wrong size/color/type/etc, can I still change this?
Yes, you can, but you have to be swift. Once your order is being printed, unfortunately, we cannot change your order. Once it is shipped out, we cannot cancel it anymore.
I see I used the wrong address, can I still change this?
For some products, as long as your item is not shipped yet, we can still change it in our backend system.
Basically, once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If that is the case you need to contact the carrier who is delivering your items.
3. Shipping & Delivery questions
I cannot track my order via your tracking page, how come?
When your order is shipped out, the shipping notification will be sent to you via your email. You can click to View your order to see all your order information including the tracking. Then our system will direct you to your order status page.
You also can use the code to track on 17track.net/en/. 95.99% of orders from our store can be tracked (Correct courier should be chosen).
I didn't receive all my items, how come?
To ensure the best quality possible, we work with different factories for our items. E.g. Jackets are made in a different factory than quilts, even 3D all-over printed shirts are made in different factories. Therefore, it is possible that you will receive 2 packages or more.
However, each package has a unique tracking number. If you did not receive all your items but you do not have any other tracking number that shows in transit, please report this issue to us via email@example.com (please include your order number and be as descriptive as possible).
How long will it take for my item to be delivered?
This is divided into 2 parts:
All our clothing/apparel are created on-demand and it will be processed after your purchase. Therefore, our products take a little longer than normal products to produce and require 5 - 10 business days of production time. Then you should add shipping times on top of that.
97.66% of our orders are shipped within 7 business days. More than half of our orders are shipped within 5 business days or less. Basically, we do everything to get you your order in a timely fashion.
Keep in mind that all our items are created manually. Therefore, it can be that the end product you will receive can slightly differ from our product photos. Please allow slight differences lining up at the seam since It is not possible to perfectly align patterns or images from front to back.
We provide shipping to over 150 countries around the world. We have warehouses in North America and Asia. Where it is made depends on which factory is closest to you and which has the capacity to take orders quickly.
How long shipping takes really depends on where you are from. To make it easy for you, please refer information below to help you estimate:
- US: 7-10 business days via DHL.
- The rest countries: 7-12 business days via DHL.
* This does not include our 5 - 10 days processing time.
*The estimated time arrives above is regarded under normal conditions of weather, social, etc.
* When it is the high peak of demand for logistics or holiday/festival/disaster/strike/demonstration it will be slower according to the incidents which we cannot control. However, we will have your order delivered or refunded if it gets lost.
How much is the shipping fee?
We offer options for shipping.
Standard Shipping: $9.99
Why haven't I received a confirmation email?
If you haven't received any email updates about your order, it's likely they were marked as spam. Some email providers may mark our emails as spam or completely block them. Check your spam folder for emails about your order and make sure to add Sparkling Star Store to your safe list.
If you didn't receive order confirmation, don't place your order again until you're sure the order didn't go through or you may end up with a duplicate order. First, check the Order Status page to see if your order exists. Enter your order number, email address, and billing zip/postcode. Make sure to enter this information it was entered when the order was placed. If you aren't able to locate your order through the Order Status page, contact our Support Team with your name and email address used to place the order, and we can locate the order for you.
Why haven't I received a shipping confirmation email?
If you haven't received your shipping confirmation, there are two possible reasons for this:
Firstly, it is likely your order has not shipped yet. Please check the processing time for your order in the order confirmation email to determine when it should be sent out.
The second reason may be that your order was shipped and the notification was not sent due to a technical error. If it is past the processing time and your order should have already shipped, but you have not received the shipping confirmation, please contact our Support Team to confirm the ship date for your order.
4. Returns and Exchange questions
We do not accept returns or exchanges if
You want a refund/return because you changed your mind. We print on demand and therefore we cannot accept returns with that inquiry.
You do not contact us to have your return request reviewed and approved by our team, prior to you sending your product back.
The item(s) have been worn or washed.
The item(s) have been altered in any way.
The item(s) are in any way defective from the original and saleable condition unless the condition is our fault.
The item(s) do not have the original tags on them.
The item(s) have some redundant thread that can be cut/fixed easily.
If for any reason you would like to exchange your product, perhaps for a different size in clothing. Keep in mind that contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorize you to do so.