FAQs


 I am an international customer and I am not sure how much I'll be charged for a purchase.

SevenStarCollection is proud to service our customers from all over the world! All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.

I placed an order, but never received a confirmation email.

If you do not receive an email from SevenStarCollection within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance to update your order.

How do I change or cancel my order?

We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point you will be unable to make changes to your order. Keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such case you can however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.

 How long after I place my order will it ship?

Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 72 hours for an order to be processed. Kindly note shipping may be delayed by our verification team if confirmation is needed for the order.

I am an international customer. What are the rates I should expect to pay?

We offer FREE UAE shipping over $75, all other UAE orders $4.95 flat rate, $5.99 flat rate for other international orders, and FREE international shipping over $150. SevenStarCollection is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery. If the package is returned to our warehouse, there will be a bounce back fee. 

 I placed an order, but haven't seen any movement from SevenStarCollection. What's going on?

There are several reasons why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.

 How long does it take to ship internationally?

It usually takes 15-45 days to arrive in your country however, in some instances, delivery may be delayed depending on your country's customs. 

 Do you refund shipping fees?

Shipping fees are non-refundable.  

How do I know my package has shipped and is on its way?

Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.

How do I check on the status of my order?

 You can use tracking number tracking orders from tracking link, using DHL flat rate shipping for convenience (you can find information on flat rate shipping via dhl.com or by clicking here dhl.com ). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.

 

I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from SevenStarCollection… What's going on?

In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from SevenStarCollection via phone or email, please call us back as soon as possible to avoid having your purchase cancelled.

My tracking info shows my package was delivered, but I never received it.

SevenStarCollection provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the Postal Service and discuss the issue with them. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but SevenStarCollection does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.

I am an international customer and I want to return an item.

Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach our warehouse.

My shoes do not fit, and I want to return them.

No worries, we will accept shoe returns up to 30 days after purchase, as long as the shoes are unworn, are in their original packaging, and you have included the original invoice.

My package is being returned to you, what do I do now?

All packages returned to us due to an invalid address will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to reship an order as all returned shipments are processed by our Returns Department.

I got my order, but an item is missing/defective/not what I ordered. What do I do?

Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within two days of receipt and let us know.

I'm an international SevenStarCollection customer. How do I find out what my size is?

To accommodate our customers around the globe, we provide a detailed Sizes.

 

Don't see your question answered? Shoot us an email at support@sevenstarcollection.com with your order number in the subject.
  
Happy shopping! 
XOXO