Customer Service

Customer Service

Welcome to Customer Service of Stars And Stripes Design Store.

We do our best to make your shopping experience pleasant and easy going.

Here you will find answers for the most common questions. Please feel free to contact us if you do not see the solution below. Our team is ready to assist you. We value your opinion – it helps us to improve our store for you.

Thank you for shopping with us.

  1. Estimated delivery time

Estimated delivery time is displayed on every product’s page or the check out page of our shop. We confirm it by e-mail when you provide your correct address for delivery.

Please make sure your delivery address is correct before you pay.

Due to the high volume of orders, items will be shipped within 5-7 business days, after we receive the payment.

We ship products to you from different warehouses and sometimes directly from the producer. The delivery time depends on current stock, distance and international trading and customs procedures. Check estimated delivery time for different ZONES below.

We reserve the right to cancel your order at any time, if there is no possibility to deliver the goods to your location, and we will refund your payment in full in this case.

International buyers, please note:

  • Import duties, taxes, and charges are not included in the item’s price or shipping costs. These charges are the buyer’s responsibility. We will try our best to reduce the risk for the customer.
  • Please check with your country’s customs office to determine what these additional costs will be before purchase.

Estimated delivery time to different ZONES

To give you some reference approx. delivery time to:

  • Zone A
    • US, Canada, EU (most countries) takes about 14 – 21 business days.
  • Zone B
    • Australia, New Zealand, the Middle East (with some exceptions) South America (with some exceptions), Mexico, Indonesia, Turkey takes approx. 14- 35 business days,
  • Zone C
    • The rest of the World – approx. 21 – 60 business days.

Please make sure that we offer the delivery to your location and check the cost before purchase by contacting us. If the delivery takes longer, please contact us.

Based on your location it may take approx. 2-8 weeks, usually less. It is completely normal for worldwide shipment, and it allows us to offer goods at the best prices. We always try to send parcels in the safest and fastest possible way.

Tracking your order

Usually, the order tracking is available. If yes, we will keep you updated by email on the progress of your order and shipment. Availability of tracking service may vary due to your address and the delivery service provider. We rely on external partners, and there is no guarantee that tracking will be available or how accurate it will be in every case.

  1. Returns

We offer 14-day returns on most products. Please make sure that product is unused and complete, in its original packaging in resellable condition. Any items that were included should be returned as well.

To start the procedure, please contact us providing the name of the item, proof of purchase, order number, and product serial number (if applicable) to make the process fast.

We’ll check we actually delivered the product.

In reply, we’ll email you the address for returns. Please make sure you use the correct address for returns – please DO NOT send the product to the original address from which it was sent to you.

Please send the product to us (using provided address for returns), and as soon as we receive the product it is inspected, and refund accept confirmation is sent to you.

The original product’s packaging must be returned including all elements (wrappings, packing inserts, etc.). Original branded producer’s packaging should be placed in external, outer cardboard box for protection. Do not put any labels and stickers, or do not use duct tape, or do not write directly on producer’s original packaging. Instead, use the outer box.

We reserve the right to refuse return, refund or exchange if the product does not comply with our return policy. We reserve the right to deduct the amount of refund or charge restocking fee if the product does not meet the return requirements. We reserve the right to reduce the amount of refund if the product is not complete or in any way does not match the criteria.

When returning the products offered with free shipping we will deduct our shipping costs to you from refund.

We’ll refund the cash onto original payment method. Please allow 14 days to process the money. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price.

Items which cannot be returned or exchanged include for example food, underwear, certain jewelry, personalized products. Also if there are any stains on the items, or the tags, stickers or hygiene seals are removed, the product cannot be returned. Please make sure that you try the shoes only indoor, and the soles are clean and do not indicate wearing. Please check the product description to find out if the item is excluded.

In some cases, we may agree that the product stays with you and we offer the discount.

  1. Damaged package

All products are shipped in perfect condition in package preventing damage if handled properly. We are aware that sometimes “things happen” during the delivery and it is our priority to solve this issue as soon as possible. Just contact us, please.

We ship products to your home address and you or adult above 18 years old appointed by you must be present when your package arrives. Please inspect the package for damage before signing the receipt. If you discover any damage, please take good pictures of the parcel and the product as proof and describe the issues on the receipt (or ask the delivery employee for special form). Please keep your copy of this document and take the photo. It will help us to sort it out and claim damages from the delivery company. We may ask you to send us the documents and pictures.

We will replace the damaged product as soon as you send it back to us. In some cases, you’ll get the choice of a refund. Please make sure that you use correct address for returns. This address will be sent to you by email by our support team. Please DO NOT send the product to the original address from which it was sent to you. To start the procedure contact us first, please.

  1. Faulty item

We inspect all products before shipment to provide the best quality possible.

If you experience any problem with the product, first contact us, please. It is possible that our support team may solve the issue without sending back the product.

To start the procedure, please contact us providing the name of the item, proof of purchase, order number, and product serial number (if applicable) to make the process fast. Also please describe the issue and send us photos. Our support team will contact you shortly.

We’ll repair or replace the faulty product as soon as you send it back to us. In some cases, you’ll get the choice of a refund.

Please make sure that you use correct address for returns. This address will be sent to you by email by our support team. Please DO NOT send the product to the original address from which it was sent to you. To start the procedure contact us first, please.

This policy applies only to a faulty product which is sent back to us up to 14 days from the delivery to you. If there is any other issue with the item (for example: accidental damage, wear and tear, misuse), we can’t provide a free replacement, repair or refund.

  1. Sending back the product

Please make sure that you use correct address for returns. This address will be sent to you by email by our support team when you contact us. Please DO NOT send the product to the original address from which it was sent to you. More info above. Please provide a proper package to secure the product. Please note that you send the product back at your own expense. In some cases, we will refund this cost if the item is faulty or damaged by us. The refund of this cost will be calculated based on the lowest available rate for the delivery service from your address to our address for returns. We do not offer the delivery cost refund from your address to our address for returns if the item is accidentally damaged, misused, abused, or there is nothing wrong with it.

  1. Address for Returns

This address will be sent to you by our support team by email when you contact us and notify us that you would like to return the product. We will contact you soon with full information about how to do it.

Please DO NOT send the product to the original address from which it was sent to you. It’s important – we may not be able to help you, and we do not provide the refund if you post the product to the wrong address.

  1. Secure shopping

Our team makes every effort to provide world-class security measures for customers. It is highly relevant to us. We use the SSL certificate to make sure that online shopping is safe.

For the best security and ease of use, payments services are provided by our global partners. These companies are well known, reputable market leaders in e-commerce solutions. We accept all popular cards: Visa, Master Card, Maestro Card and others, as well as PayPal payment.

Please make sure that your computer system and the web browser is up to date and safe. To enjoy online shopping check if your antivirus software is updated, especially if you use MS Windows operating system. Use strong passwords and do not share your credit card details or passwords with untrusted parties. You will be responsible for all actions including orders and purchases that occur or are submitted under your login and/or password.

We recommend common sense when dealing with suspicious emails asking for your personal data, login or password to a bank account. Do not click any links or do not open any attachments and in case of any doubt, please contact your bank or seek professional advice. We are big fans of the open software, and we recommend using free and user-friendly Linux based operating systems as the safest solution – just do your research and live virus free :).

Our website may include links to external content and other sites, which are not managed or controlled by us. These websites are governed by their own terms of service and privacy policies, so please check them before use. We are not responsible for any security issues or content of linked websites and any damages or loss that may arise from your decision to connect to them.

More info on online safety:

https://www.us-cert.gov/ncas/tips

https://wiki.ubuntu.com/BasicSecurity

  1. Payment types and currencies

For the best security and ease of use, payments services are provided by our global partners. These companies are well known, reputable market leaders in e-commerce solutions.

We accept PayPal payment and all popular cards: VISA, Mastercard, Maestro and more.

Your payment will be converted into US dollars by your bank. So if you have your bank account in (for example) Swiss Franks the payment will be converted into US dollars, and the exchange rates of your bank will apply.

  1. Washing and ironing

Please check the washing and ironing instruction for your product. First, check the fabric type on the clothing/textile product tag or on the packaging and wash accordingly to the instruction. For better color/prints preservation we recommend only low-temperature washing.

Wash before first use. Please make sure that you do not mix different colors, due to some possible color run/transfer accidents. Use color catcher sheets. Use delicate detergents and low water temperature. Do not bleach, do not machine dry, do not tumble dry, do not dry clean, do not wring, avoid direct sunlight drying. Dry flat if delicate fabric product.

Do not iron or steam-iron if textile with thermal transfer graphic, or includes synthetic-like (rubber, plastic, etc.) elements. Printed textiles are not suitable for ironing. Iron only if ironing symbol is placed on the product tag. Use correct temperature to fabric type.  Check first by touching to a small fragment of fabric. Do not iron the synthetic fabrics.

  1. Product Safety

General note for product safety. Read the manual before use.

Keep the packaging out of reach of children and animals. Do not expose the products to flames or high temperatures. Read the instructions and use only accordingly to the purpose.

Small items must be stored out of reach of children. Risk of suffocation or swallowing.

Do not heat the batteries (for example in a closed car on hot days). Do not puncture or shortcircuit batteries – the risk of fire and burns. When possible remove the batteries and cells from the product for long-term storage. Do not recharge batteries if not rechargeable. Use only original accessories including chargers, power supplies, cords, etc. Do not disassembly or repair the product yourself. Do not use the faulty products, disconnect from power supply immediately. Use personal protection equipment when required. Use common sense when handling the purchased items. If the product is not edible, do not put it into the mouth. Fire is always hot. Electricity may be dangerous. And sharp objects may cut you. Stay safe.

  1. Recycling

Keep the planet clean. Use recyclable waste sorting. Reduce, Reuse, Recycle.

Do not throw away electronic waste or batteries. Use collection point to discard it safely.

  1. I have a problem, what now?

First, contact us, please. Our team is here to assist you. We do our best to provide an excellent shopping experience to our customers. Despite the measures we take, the reality may have its own idea how to make “The Surprise” for you and for us. While we endeavor to ensure excellent service sometimes, our delivery partners or we may be unable to do so due to circumstances beyond our control. We promise that we will do our best to solve the problem no matter if it is our mistake or it does not depend on us. Just leave us a message.

  1. What is your Privacy Policy and Terms of Service?

Your privacy is highly relevant to us. We collect and use ONLY necessary data to run our store and provide services via this website to you. We are very strict about it. We do not sell the data of our customers to anybody.

We also believe that running the online business requires marketing. We are the online store. It means that our main place where we exist is the Internet. We do not have a traditional high street shop with fancy window to display our goods. We do it through online marketing and advertising. Have you ever seen a business running without marketing? It is an integral part of managing the company. Without promotion, advertising, and marketing tools we won’t be able to exist in the business market environment.

Therefore we kindly ask for your consent. If you like our store, please give your consent for data processing for marketing purposes too. Due to our strict policy, it is safe and quite convenient for you, and at the same time, it is essential for us.

As we are moderate in our marketing, all you can expect is that we may reach to you from time to time (via social media, YouTube or google) with our personalized ads, info about discounts, or remind you about our products you were interested in. We create the unique relationship with our Customers with benefits for both sides. With your permission, we use the data to promote our store and products. And when our business is going well, we can reward our customers.

Our business is compliant with the General Data Protection Regulation of the European Union. It is the World’s most radical law protecting customers ever implemented. As for today, there is no better solution in any other country or jurisdiction including the USA, Canada or Australia. Wherever you are we provide the same level of data protection to you even if you are not the citizen of EU. If you would like to learn more, you are welcome to check our Privacy Policy and Terms Of Service.

Please feel free to contact us. We value your opinion.

Stars and Stripes Design Team

 

Copyright © 2017-2018 Stars And Stripes Design. All Rights Reserved.

Content under copyright protection. Do not copy or use without our written permission.