FAQ
Frequently Asked Questions
How long will my order take to ship?
Because items are made to order, please allow 2–5 business days for production before your order is dispatched.
Estimated delivery times:
Australia: 3–7 business days after dispatch
International: 7–21 business days after dispatch
Delivery times are estimates and may vary during peak periods or due to carrier delays. We are not responsible for courier delays.
Will I receive tracking information?
Yes. Once your order has been dispatched, you’ll receive a shipping confirmation email with tracking details.
Can I change or cancel my order?
If you need to make a change, please contact us as soon as possible after placing your order. Once an order has entered production, we’re unable to cancel or modify it.
What is your returns policy?
All items are made to order, so we do not accept returns or exchanges for change of mind, incorrect size selection, or personal preference. We encourage you to check sizing guides and product details carefully before purchasing.
If your item arrives damaged, misprinted, or faulty, please contact us within 7 days of delivery with your order number and clear photos of the issue, and we’ll arrange a replacement or refund to your original payment method.
What if I ordered the wrong size?
Please check the size guide carefully before purchasing. As items are made to order, we’re unable to offer refunds or exchanges for incorrect sizing.
Which payment methods do you accept?
We accept all major credit and debit cards, as well as Shop Pay, PayPal, and other payment options available at checkout. Store credit may also be applied at checkout when signed in to your customer account.
What should I do if my package is delayed or missing?
Once your order has been dispatched, delivery timeframes are managed by the courier and are outside of our control. While we do our best to ensure timely dispatch, we are not responsible for delays caused by the courier, customs processing, holidays periods, weather events, or other circumstances beyond our control.
If your order is delayed, we recommend:
- Checking your tracking link for the latest updates
- Contacting the courier directly
- Allowing a few extra business days beyond the estimated delivery window before contacting us
Please note that courier delays do not qualify for a refund or replacement. If your parcel is confirmed lost by the courier (not just delayed), please contact us and we'll work with you to resolve it.
If tracking shows your order as delivered but you haven’t received it, please check with your local carrier or delivery location.
Do you ship internationally?
Yes, we ship to selected international destinations. Shipping costs and available options are calculated at checkout.
Please note that international orders may be subject to customs fees or import taxes, which are the responsibility of the customer.
I want to order a product as a gift. Will it come in time?
During the off-season, estimated shipping times will be displayed at checkout and we've found these periods to often be accurate.
During peak periods such as Christmas, Black Friday, and public holidays, both production and courier networks experience significantly higher volumes, which can extend delivery timeframes beyond our usual estimates.
We strongly recommend ordering early to avoid disappointment — especially for Christmas gifts. As a general guide:
- Christmas orders: place by late November to allow for production and shipping time
- Other peak periods: allow an extra 3–7 business days on top of standard delivery estimates
Please note that holiday season delays do not qualify for a refund as these are industry-wide delays beyond our control. We encourage you to finalise your purchase with as much time as possible.
How can I contact you?
You can reach us via our chatbox function (the message bubble icon) at the bottom of the site. We aim to respond to all enquiries within 1–2 business days.
Where are your products made?
All items are designed in-house and produced by trusted third-party fulfilment partners. Each product is made to order, which allows us to focus on quality while reducing excess waste.
Do you make custom products?
We are more than happy to discuss any customisations or personalisations you have in mind. Please reach out with your idea and one of our team members will respond.
Are your products official or affiliated with any brands or artists?
Starlet Designs is an independent brand offering original designs. We are not affiliated with, endorsed by, or connected to any external brands, artists, or organisations.
I've seen your designs elsewhere. Can I buy from another store?
You may have known us when we operated on Etsy as a startup so it's possible that some of our products are familiar. We have since moved sites and now operate independently. However, if you spot another store selling our products under a different name, please contact us directly to report it. Our products are only licensed to be sold under our domain.
Do you use AI in your designs?
We are strongly against the use of AI in creative mediums. At Starlet Designs, we believe in real human creativity that doesn't appropriate the work of genuine artists. Our products are designed in-house by our incredible graphic designers. Generative AI will never be used nor promoted by our brand.
Can marketing specialists contact you?
We do not respond to unsolicited sales pitches, marketing offers, SEO services, website development proposals, sponsorship requests, or other promotional emails. Such messages will be blocked without response. If your enquiry relates to an existing order or a genuine customer support request, we'll be happy to assist.