Please select a policy below for more information
Orders Policy
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at management@onsetstar.com
How are your products made?
We work with a print-on-demand fulfillment company with facilities worldwide. Your orders are printed and shipped from the facility that can do it most efficiently. The manufacturing and production of our products are outsourced to a well-respected and tested company. Producing lawfully, ethically, and safely to the workers and environment.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at management@onsetstar.com within a week's time with photos of the wrong/damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.
Delivery Policy
Who will deliver my order?
We deliver with Royal Mail and DPD
When will I get my order?
Check the individual product page which highlights the estimated delivery time for the United Kingdom. For other locations, delivery time may vary up to 3 - 5 more days. Our products are made especially for you as soon as you place an order, making products on demand instead of in bulk helps reduce overproduction.
Where will my order ship from?
We work with a print-on-demand order fulfillment company with facilities worldwide.
Customs and VAT may apply. Refer to Disclaimer
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at management@onsetstar.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but it will be at your own cost.
Returns Policy
What’s your return policy?
To help our planet tackle less carbon footprint and textile waste, we don't offer returns or exchanges. If there’s something wrong with your order, please let us know by contacting us at management@onsetstar.com
Do you offer refunds?
Refunds are only offered to customers that receive wrong or damaged items. If any of these apply, please contact us at management@onsetstar.com with your order number, and photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts - we have one for every item listed on our store, in the product photo gallery. Though rare, it's possible that an item you ordered was mislabelled.
If that’s the case, please let us know at management@onsetstar.com within a week of receiving your order. Include your order number and photos of the mislabeled item, and we’ll get back to you with a resolution as soon as possible.
Disclaimer
Orders may be dispatched in multiple packages.
Estimated delivery
Check the individual product page which highlights the estimated delivery time for the United Kingdom. For other locations, delivery time may vary up to 3 - 5 more days.
Customs and VAT
Our orders are made at the closest facility to where the order has been placed/delivery address. However, If it is arriving from a further facility, Customs and VAT may apply at your country's border. Depending on the destinations and country laws. Customs and VAT will need to be paid by the order recipient.
For Example, if the order is over 135 GBP and is being fulfilled outside of the UK, but shipped to an end address in the UK, Customs and VAT will apply to the recipient.
If orders are shipped to the EU from outside the EU and the order is over 150 EURO, Customs and VAT will need to be paid by the order recipient.
Items below are marked with *State of California p65 warning
⚠ Warning: For more information go to https://www.p65warnings.ca.gov
Case for AirPods® - This product can expose you to chemicals, including Bisphenol A (BPA) which is known to the State of California to cause birth defects or other reproductive harm.
Wooden Ornament: This product can expose you to chemicals, including Dimethylformamide (DMFa) which is known to the State of California to cause cancer.
Tough Case for iPhone® - This product can expose you to chemicals, including Bisphenol A (BPA) which is known to the State of California to cause birth defects or other reproductive harm.