Q&A's
How can I contact Stellar Lustre?
You can email us at stellarlustre@gmail.com or through the contact us form we have available – our customer support team will be happy to help you with anything you need.
Is Shipping Worldwide?
Yes.
Where do you ship from?
All products are made and shipped from the Swiss Alps.
Can I change or cancel my order?
Since our goal is to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. Any requests after that will be rejected. You can return your order for a full refund once it has been received.
What payment methods do you accept?
We accept major credit cards (VISA, Mastercard, AMEX)
When will my order be processed?
All orders are processed and shipped from our warehouse. Please note that processing times may be longer during holidays and sale seasons. We process orders Monday through Friday. Orders will be processed within 1 to 2 business days from the order date and shipped the following day. Please note that we do not ship on weekends.
How long will it take to receive my order?
Although most orders typically arrive within 2–5 days, during high-demand periods, delivery may take between 7-9 days.
What if I don’t receive my order?
If you do not receive your order within 30 days of shipping, you are eligible for a full refund.
Will I be charged customs duties and taxes?
The prices displayed on our website are tax-free in USD, which means you may have to pay duties and taxes upon receiving your order. Import taxes, duties, and related customs fees may be charged once your order reaches its final destination, and these are determined by your local customs office. Payment of these charges is your responsibility and will not be covered by us. We are not responsible for delays caused by your country’s customs department. For more details, please contact your local customs office.
How do I return an item?
Contact us at stellarlustre@gmail.com
What if the item(s) I received are defective, incorrect, or damaged?
If you received incorrect, missing, or defective merchandise, please contact us. When you receive your package, include your order number, photos of the item(s), and all related references. We will do our best to resolve your issue as soon as possible.
When will I receive my refund?
All refunds will be issued to your original payment method. If you paid by credit or debit card, refunds will be sent to the issuing bank within 7–10 business days after the returned item is received or the cancellation request is processed. If you have questions about when the refund will be credited to your account, please contact your card issuer. If you haven’t received your refund yet, follow these steps: contact your bank or credit card company, as it may take some time for the refund to appear in your account.