How can I check the status of my order?
Log in to "My Account" and click on "My Orders" on the top right of the first page.
Why isn't my package delivered in 5 days since I paid for expedited express?
Please understand the 3~5 business days is only for shipping via Expedited Express, which does not include the processing time fo the item(s). The Total Delivery Time consists of processing time and shipping time, TWO different parts.
Processing time: is the time it takes to get your order ready to leave our warehouses.
This includes preparing your items, performing quality checks, and packing for shipment. Processing time will be displayed on the product detail page after the size/color etc options have been chosen.
*For Made-To-Measure item: Processing time is simply the Tailoring time displayed on the product detail page.
*For Items marked as “Ships in 24hrs”: Processing time is guaranteed to be shorter than 24 hours.
Shipping time: is the time it takes to reach your destination address after the package is shipped out. It depends on the shipping method you choose. Also it shows business days delivery, so please take weekends into consideration when counting the estimated delivery date.
Can I expedite my order？
Unfortunately, at this time you are not allowed to expedite your order, because we are outsourcing from our global suppliers and all orders are in queue. If you order your order before a specific day or if you need products urgently, you should contact Customer Support.
How can I contact customer service regarding my order?
Please click "Support" and fill in the required information, our customer service team will contact you within 24 hours and is eager to help.
How do I receive my order invoice?
We regret that the invoice self-download service is not available on our website. However, you can contact customer service to request an invoice for your order.
What if I have a pre-sale question for an item before placing an order?
If you need information before purchasing, you will be directed to an online form to submit an inquiry, and we will respond within 24 hours. Once you submit an inquiry, you can track its progress and send updates in My Inquiries.
Why can't I find my order in my account?
The possible reason why you can't see the order in your account is found out as follows:
1. Invalid user account as registered
There are several ways to order from starshop. In other words, it is important to select the correct user account to select the order number accordingly.
* Can you receive an order notification email?
If so, the email address is your login account
* Is it possible to have paid the order directly via PayPal without registration?
If so, your PayPal account is your login account
You can click "Forgot Password" to get a new password, or you can search your email inbox to find out the previous password.
* Have you used Facebook/Google/Mobile Phone to login before?
If so, your social media account is your login account. You can use the same login method and you will find your request in the account.
2- The merchant channel is incorrect as it was registered
Make sure if you have placed an order on starshop. You had better look up the email notifications related to the order to get it right.
3. User account registration via mobile browser
You want to check the status of your paid order as it was registered via the mobile browser, but it can't be found anywhere. As suggested, for more details about orders or shipping, download our app to check all your orders.
I ordered a standard size dress, not a custom made size, so why is it taking so long?
Wedding/Special Occasion Dresses aren't just pulled from warehouse - once your order is confirmed, our tailors start selecting the materials in the color you ordered and cutting the fabric based on your measurements. Even standard sized dresses are made-to-measure, which means they are produced one by one for each customer.
Standard size and custom size are two options available for customers who order wedding dresses, bridesmaid, mother of the bride, juniors dresses and so on.
Total delivery time consists of processing time and shipping time, and then two parts. Processing time is the time of sewing and handling; And the shipping time is the time it takes for the dress(s) to travel from our warehouse to your destination, which depends on the shipping method you choose on the check-out page.
Please consider tailoring time when calculating the estimated delivery date.
If you need a wedding/special occasion dress in a hurry, you can take a look at our ready-made dresses.
ready made dresses
We have a few stocks in our warehouse which can be shipped within 24 hours. You can move the mouse pointer to the question mark, and a new window will appear showing the options available for ready-to-wear.
