We accept payment via Alipay, Paypal. All major credit cards are accepted through secure payment processor ESCROW.
2. About Shipment
Worldwide shipping (Except some countries and APO/FPO);
The following regions cannot deliver:
Spain: postcodes starting with 51, 52, 35, 38 or 07.
United States: Hawaii, Alaska or Puerto Rico.
France: postcodes starting with 97, 98, 99, 00 or 20
Portugal: postcodes starting with 9.
If the consignee address is belong to the above areas, please do not place order, the parcel cannot be delivered. thank you.
3. About the tax/duty Fee
If the parcel ships from China, the shipping cost is not included the import tax duties, custom tax, buyer are supposed to responsible for these custom duties. if you have any special request please contact us.
If the parcel ships from Spain, United States, Poland, Russian Federation or Australia, then you don’t have to pay the custom tax or import tax duties.
4. About Return & Refund
If you are not satisfied with the product you received, please contact us first before open a dispute. We will respond once we receive your message.
You have 15 days to contact us and 30 days to return it from the date it was received.
We will refund your full amount or bear all the shipping cost of return if the product(s) is(are) not as description.
5. About feedback
Our success depends on your satisfaction, so your feedback is very important to us. If you are satisfied with our products and services, please leave us positive feedback. please contact us before leaving any negative or neutral feedback, we will work with you to solver any problems.
6. Our Service
Warranty: We cover 1 Year warranty for all our products since shipment day. (excluding items damaged and/or misused after receipt). WE DO NOT REPAIR OR REPLACE ITEMS WITH AN EXPIRED WARRANTY.
For all your inquiries about our products, we will reply you in detail within 24 hours.
We have well-trained and professional sales & after-sale services persons who can speak English fluently.
We offer dropshipping. please contact us if you are interested in dro
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
*Estimated Shipping Time
10-30 Business days
10-30 Business days
Australia, New Zealand
10-30 Business days
Central & South America
15-30 Business days
10-20 Business days
15-45 Business days
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
Your order did not arrive due to exceptional circumstances outside the control of Five Stars Skin Care Products (i.e. not cleared by customs, delayed by a natural disaster).
Other exceptional circumstances outside the control of
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.