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FAQ's

You will receive your order in 3-5 working days from the date that it is placed. As for estimated delivery time, please check the Shipping Info page. You can log into your account >> click on "My Orders" and click on the "Track" button for more details.
Yes, you can. There are two types of order cancellation:
1. Cancelling a paid order. If your order has not been shipped out, you can cancel this order under "My Orders". Or you can contact our Customer Service for assistance.
2. Cancelling an unpaid order An unpaid order will be canceled automatically after 12 hours. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please contact our customer service for help if you do not want the order. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.
Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours. If you did not receive the email:
1. Please visit "My orders" to check the order status, it could be still in processing.
2. Please check if you loged in the account, the email is sent to the registered email address.
3. Please check your junk emails and if your email address shielded our email.
About shipping address changing:
1.If the order has not been shipped, you can click and edit shipping address under "My orders".
2.If the order is shipped, please contact our customer service for help.
You will receive your order in 3-5 business days from the date that it is placed. For estimated delivery time after your order was sent out, you can check the Shipping Info page for estimated delivery days. Or you can log into your account >> click on "My Orders" and click on the "Track" button for more tracking details.
Packages might be delivered through your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID card. Tracking number can be found by click "Track" under “My Orders” If you still cannot find your package, please contact our Customer Service.
Generally, it depends on refund method you choose but we aim to process refund as soon as product is return to us. It normally takes 3-5 working days
You have 30 days to make a return. You must send back and upload the return tracking number within 30 days after the purchase date. Due to the current situation, we are extending our return timeframe. All orders placed on or after 20th September, 2020 may be returned up to 45 days (was 30days) from the date of purchase.
There are two return methods, the first method you must use the shipping label we provide, then send back and postmark the package. Return are Free.
① Post Office
② Hermes
1. Sign into your skipstars.com account.
2. Click the "Start Returns" button at the bottom of this page.
3. Select the item(s) you would like to return, indicate the reasons, and submit.
4. Select return method.
5. If you choose Post Office, print the return label and securely tape it to the outside of your return package, then drop off your package at your nearest Royal Mail.
6. If you choose Self-Sending, write the return address on the outside of the package and return it using your local post office at your expense.
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