Before you send anything back.
- Find your order reference and the item or style name.
- Explain the issue and whether you would prefer an exchange or a return.
- Wait for confirmation of eligibility and the correct return instructions.
The company contact address in the footer is not a return authorisation. Please do not send a parcel there without confirmed instructions.
Start with a conversation.
If a piece isn't right, contact us with your order reference, item name, and the reason for your request. Please wait for return instructions before sending a parcel.
Eligibility & timing
The return window, item condition requirements, and responsibility for return postage must be confirmed with your order terms before purchase. Keep the garment, packaging, and any labels while your request is reviewed.
Exchanges
Tell us the size or style you would prefer. An exchange depends on availability and confirmation of the request. Do not place a replacement order on the assumption that an exchange has already been approved.
Wrong or damaged items
Include your order reference and a description of the issue. Keep the item and packaging until you receive instructions. Do not post payment card information in a message.
Custom & wholesale requests
Return and cancellation terms for customized or bulk orders are agreed separately before an order is accepted. Review those terms before approving artwork or production.
Make your request clear.
For a size exchange, include the size you received and the size you would prefer. For damage or an incorrect item, describe the issue and ask how to provide photographs.
support@all-star.shop