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For single orders exceeding
$300.00, please call 1-800-235-1528 for S&H rates.
Prices and availability
are subject to change.
Return & Exchange Policy
Merchandise purchased online through www.starrystarry.com, which meets the guidelines below, may be returned via mail to our authorized return center. Before returning anything by mail to us, you first must obtain a Return Merchandise Authorization Number (“RMA #”) by calling the 24 hours Customer Service hotline (1-800-227-9676). Any returns mailed to us without a pre-approved RMA may be refused without notice, automatically returned and a handling fee may be assessed.
Return Period
Returns either for exchange or for credit, must be made within fourteen (14) calendar days from the date merchandise was received based on delivery tracking information. Returns should be mailed out within 14 calendar days from date of receipt of merchandise.
Damaged or defective holiday items must be reported within 3 days upon receipt of merchandise, for exchange only. Damaged or defective lanterns can only be replaced with the same item/design.
Exceptions
The following items are not returnable:
• Any item that has no proof of purchase from Starry Starry Store.
• Any item that is returned beyond the allowed time period.
• Any item that is not in its original condition or is missing parts or accessories.
• Any item that has been opened (taken out of its plastic wrap) unless it has a manufacturer’s defect.
• Any item that has been used.
• Any publications item including but not limited to books and magazines.
• Apparel without the original tags and/ or original packaging.
• Any item purchased during an expo or event
• The following instances will allow you to return merchandise:
o If the original item is opened and is confirmed damaged or defective by Returns Department, or if an incorrect item was shipped. Please see details below (Damaged, Defective or Incorrect Items section).
o If the item is in its original packaging and unopened, subject to any applicable restocking fees. Please see details below. (Return/ Exchange of Unopened Merchandise section)
Restocking Fee
A restocking fee equivalent to 15% of retail price, will be assessed on all returns.
Merchandise is visually inspected before shipping but in the event that merchandise arrives damaged or defective or is incorrect, a claim will be filed and the restocking fee will be waived.
Refused shipments will be considered as returns in original packaging and are subject to 15% restocking fees.
Damaged, Defective or Incorrect Items
If merchandise returned is damaged, defective or is the incorrect item, a replacement for the original item ordered will be sent upon return of merchandise. Replacement will be only for the same product. Call Customer Service 24 hours a day, 7 days a week, at 1-800-227-9676 for proper procedure and your RMA Number.
Ground shipping cost for the return of the merchandise will only be refunded upon confirmation that item is damaged, defective or incorrect. Please note that in instances that customer opted to send item through Express or other means, only the equivalent ground shipping cost will be recognized.
Return/ Exchange of Unopened Merchandise
Merchandise returned in their original new unopened condition and with all accessories, within the specified time period, can be exchanged for another item of at least equal value. Return for credit is also accepted, subject to the 14-day allowance and any applicable restocking fees.
Shipping and handling fees to and from will still be charged and are not refundable.
Promotional Items/ Packaged Items or Kits
Products purchased with promotion (free item with purchase) that is returned without the promotional item(s) included, will have the value of the promotional item deducted from the refund amount. Any product purchased when a free shipping offer is available will likewise have the equivalent shipping and handling cost, as determined by the Returns Department, deducted from the refund amount.
Shipping and Handling of All Returns
In general, shipping and handling fees are not refundable.
You will be responsible for all shipping and insurance charges for returns, unless otherwise indicated. If you choose not to insure your package, and we do not accept return of the product, you will be responsible for any loss or damage. For products that are confirmed defective, we will reimburse you for equivalent ground shipping expenses.
Any returns mailed to us without a pre-approved RMA number and missing the original packaging/ parts may be refused without notice, automatically returned and a handling fee may be assessed on the original form of payment.
Refunds for return shipping and handling of defective / incorrect merchandise will only be made for the rate of ground shipping. If customer opted to send item through Express or other means, only the equivalent ground shipping cost will be recognized.
Refunds will be credited back to the original card used for the transaction. Transactions in cash or check will be refunded in the form of a check mailed to the customer on the original receipt.
How to Return/ Exchange Merchandise
1. Call Customer Service at 1-800-227-9676 for Return Merchandise Authorization Number.
2. Enclose the Return/ Exchange Form with the merchandise in a securely-packed box.
3. Mail (with tracking number) through any shipper or courier and address to:
Attn: Returns Department
ABS-CBN International
150 Shoreline Drive
Redwood City, CA 94065
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