We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, Please contact customer service for the exact return address. It is not possible to return the package directly based on the address on the package (which is the address of a third-party logistics company). If the package cannot be received due to an incorrect return address, the buyer will be responsible.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@hopestarshop.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
- the return of goods incomplete or damaged appearance, will not be returned;
- improper operation, resulting in damage to the product, will not be returned or exchanged;
- customer receipt or payment documents are missing, and the product is not provided by our company;
- goods packaging damage, affecting the re-sale;
- breakage, but did not ask the delivery personnel to return or exchange the goods on the spot at the time of receipt;
- Belonging to the customer unilateral reasons occur to request a return or exchange, we will charge a re-shelf fee, 15% of the order price.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
- Please note that we can process returns and refunds only for items purchased from info@hopestarshop.com.
- If the product can not work, we will guarantee a 100% refund of the item after we receive the returned item without being damaged or tarnished.
- If your return is not due to our error, we will deduct the shipping costs/custom clearance fee/ 15% restocking fee from your refund (the amount will be based on the actual situation).
- We'll notify you via e-mail or message of your refund once we've received and processed the returned item.
- You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return. It may take some time for the bank to process the refund. If you haven’t received a refund for a while, first check your bank account again, contact the credit card company or the bank for further check.
- More than 30 days after the purchased day is not eligible for a refund under the terms of our program.