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 window of opportunity 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.
While we will make every attempt to accommodate to 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.READ FULL ARTICLE
Why has my order been cancelled?
We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:
- Request for additional information is refused or not received within the requested time
- Request for the cardholder to contact us within the timeframe is not met
- Purchase transaction does not pass our security check
- The Purchase has connections to previous fraudulent orders
- Purchase was made by an unauthorised alteration our website.
We genuinely care about the safety of our customers, their personal information and the protection of their funds.READ FULL ARTICLE
Subtype may require further verification of your order to ensure that it is authorised by the cardholder.
Our Customer Experience team may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our Customer Experience team will provide more information.
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.READ FULL ARTICLE
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.READ FULL ARTICLE
Please remember to include your order number when reaching out to the team, as this helps to speed up the process.
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 calling us 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.READ FULL ARTICLE
I received the wrong order?
Sometimes we make mistakes, we apologize if you have not received what you ordered.
Please contact our Customer Experience team so we can organise a solution for you.READ FULL ARTICLE
*You will be asked to provide proof of purchase as well as some photographs of what you received.
What happens if I'm not home when my order arrives?
If you are not available when StarTrack attempts delivery of your parcel then a collection card will be left by the delivery driver. There will be details on the Startrack card so you can locate your local Post Office for collection or organise a re-delivery.
If you are having trouble locating your parcel please contact our Customer Experience team here.READ FULL ARTICLE