Returns & Refunds

We want you to love every piece you bring into your home. If something isn't right, we're here to make it easy.

1. Right of Withdrawal (Change of Mind)

Under the EU Consumer Rights Directive, you have the right to withdraw from your purchase within 30 days of receiving your order — no questions asked, no justification needed. This is our promise to you, extending beyond the statutory minimum of 14 days.

How to Exercise Your Right of Withdrawal

To start a return, simply contact us within the 30-day window:

• Email: support@starucraft.com
• Subject line: "Return Request – [Your Order Number]"
• Include: Your name, order number, and reason for return (optional)

We will acknowledge your request within 2 business days and provide you with return instructions and a prepaid return label (for defective or incorrect items) or the return address (for change-of-mind returns).

Return Shipping Costs

For change-of-mind returns (item is as described but you no longer want it), the cost of return shipping is the responsibility of the buyer, in accordance with EU law. We recommend using a tracked shipping service for your protection.

2. Refund Process

Once we receive your returned item, we will inspect it and process your refund within 14 days. You will be refunded the full purchase price.

• Refund method: We will refund via the same payment method you used for the original purchase, unless you explicitly agree to a different method.
• Partial returns: If you return only part of a multi-item order, you will be refunded the price of the returned items.
• Express shipping: If you chose express or premium delivery, only the standard shipping cost is refundable. The upgrade fee is not refundable.

3. Items Not Eligible for Return

In accordance with EU law, the following items are exempt from the right of withdrawal:

• Custom or personalised items – Pieces made to your specifications (e.g., custom size, engraved items, bespoke colour choices) cannot be returned unless defective.
• Perishable goods – Items with a short shelf life or that degrade quickly (e.g., natural bath products, candles that have been lit).
• Sealed goods – Items where the seal has been broken for health or hygiene reasons (e.g., sealed skincare, packaged textiles with hygiene strips removed).
• Digital content – Downloadable or streaming content once delivery has begun, if you have expressly consented to immediate delivery and acknowledged the loss of withdrawal rights.
• Gift cards & vouchers – These are non-refundable and non-exchangeable.

4. Exchanges

We do not offer direct exchanges. If you would like a different size, colour, or item, please return the original item for a refund and place a new order. This ensures the fastest processing and guarantees availability of your preferred replacement.

5. How to Pack Your Return

To ensure your return arrives safely:

• Repack the item in its original packaging where possible, or use sturdy protective packaging.
• Include all original tags, certificates of authenticity, and care instructions.
• Include a copy of your order confirmation or a note with your order number and name.
• Seal the package securely and attach the return label (if provided).

6. International Returns

We ship to customers across the EU and beyond. For returns from outside the EU, please note that:

• Customs duties and import taxes on the original shipment are non-refundable.
• You are responsible for any customs documentation required for the return shipment.
• Return shipping costs for international change-of-mind returns are the responsibility of the buyer.

7. Cancellation Before Shipment

If you change your mind before your order has been dispatched, you can cancel it free of charge by emailing us at support@starucraft.com. We will cancel the order and issue a full refund within 14 days. Once an item has been shipped, the standard return process applies.

8. Contact Us

We're here to help with any questions about returns, refunds, or exchanges.