Returns & Damaged Items
Wild Star Hearts Returns and Exchange Policy
Returns
To be eligible for a return, your items must be unused and in the same condition that you received them. They must also be in the original packaging with tags attached. If we receive an item back that does not meet this criteria then we may not be able to refund the entire amount to you.
All notification of returns need to be made to us within 14 days of goods receipt so that we can provide you with a Returns Authorisation Number. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. From the issue of our Returns Authorisation Number you have 30 days to return the item to us. The notification for returns over the Christmas period will be extended from 14 to 28 days starting from December.
Damaged Goods
In such cases where you have received a damaged, incomplete or incorrect item, we must be notified within 7 working days of receipt to be eligible for the item to be returned. We strongly urge all our customers to fully check all items received as soon as they get them and contact us along with photographs immediately.
Before returning goods not damaged or incomplete, you will need to email or phone us so that we can supply you with a Returns Authorisation Number. Any items returned without this number will not be processed immediately, and will cause a delay in refunds by up to a week as we locate your order.
If the reason for return is our fault, i.e received a faulty / incorrect / damaged item, we will provide you with a prepaid returns label, this must be used within 7 days of being sent. If this is not the case, then you are responsible for the return shipping costs; we strongly recommend you use a tracked service and inform us of the tracking number in case of any issue in delivery.
If you are based in the UK and purchase over £100 (excluding shipping) worth in goods contact us via email and we will send you a pre-paid returns label that will allow you to return goods that do not fit or are not as expected.
For the convenience of our customer we provide a number of sites where items can be returned.
Customers in the US
Ian Kent (Wild Star Hearts)
4283 Express Lane,
Suite 604 / 558
Sarasota, Florida
Zip 34249
USA
Customers in the UK
Wild Star Hearts Returns Dept
14 Ruxton Close
Swanley
Kent
BR8 7DA
Customers in Australia or New Zealand
Suite 10795, Level 1
6 Johnsonville Road
Johnsonville, Wellington
6037
New Zealand
Customers in Germany
Ian Kent
MyGermany
Nord Strasse 5
Wermer
99427
Germany
Customers in France / Belgium
c/o M Kent Ian
350, Chemin Du Pre Neuf
Suite CDV647100
38350
France
Customers in Canada
Ian Kent
214 - 19138 26th Ave
Suite #N270477
Surrey BC
V3Z 3V7
Canada
Some types of goods are exempt from being returned.
Non-returnable items are:
- Earrings
- Underwear or hosiery for health and hygiene reasons
- Headbands
- Swimwear
- Masks
- Mesh Body Suits
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a minimum of 2 working days.
Returns or part returns of orders that have been placed using the ClearPay option will be subject to a 6% administration fee deducted from final refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@wildstarhearts.net.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded only exchanged or returned for a store credit.
Exchanges
If you have received an item that was not as expected or does not fit, then you may be eligible to exchange the rdct for another one, stock dependent of course. If you wish to exchange an item please contact us and let us know what you wish to exchange, we will let you know if this is possible.
Exchanges must be returned at your cost, uness the error is ours, and we will not accept any further returns or refunds on that order, only store credit can be granted.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Shipping
To return your product, you should mail your product to the most suitable address listed above depending on where you live.
You will be responsible for paying your own shipping costs for returning your item, unless the error is ours. We strongly advise using a tracked service so we can easily track the return and make arrangements, should the postal service let us down.
