Automatic Cancellations

To protect purchases made through our online store, KILLSTAR uses a third-party fraud analysis tool called Signifyd, which will automatically cancel any order which is flagged by the system as risky. Typically, this happens when one of the following occurs: 

• Billing address or postal code does not match bank records
  
• Shipping address is new
• Bank system identified the purchase as fraudulent on your personal account

The first step to correct an issue is to contact your bank or financial institution to confirm that your purchase is valid, and that you've correctly entered your postal code and billing address. 

After confirming with your financial institution, you are welcome to place a new order with KILLSTAR. 

The KILLSTAR team is unable to correct these issues for you, which is a rule set forth by the fraud analysis tool and most financial institutions. Your best recourse is to work directly with your bank, or contact Signifyd directly here. 

Canceling an Order

We’ve all been there - don’t panic.  

Unfortunately we cannot amend items or sizes in orders after they have been placed, but are happy to help with a cancellation if we can. We can make some changes to your shipping address / shipping method if contacted in time.

If you've placed your order in the last 15 minutes, you may be able to cancel, and then you can make a new order. 

Because we aim to process orders as quickly as possible, we aren't able to cancel an order once it has been sent to our distribution center - after 15 minutes, no changes can be made. 

Don’t worry if it’s too late to cancel - you can still return for refund when you receive it - just make sure it meets our return guidelines (US, UK, EU) and you'll be all set. 

Change your address

Hit "buy" too fast? No problem! 

You don't need to change your address if the following are true:

1. The shipping and email address on your order are correct and
2. You have received an order confirmation for your order

If you do need to update your shipping or email address on your order, please click "NO" on the next page to get in touch with our support team. 

Fulfillment timeline 

Our distribution centers around the world fulfill orders within 7 business days. During busy times, it can take a bit longer. 

Tracking updates: Your shipping confirmation email will contain your tracking number and a link to track the progress on the carrier's website. It can take up to 1 business/working day for tracking to update on the carrier website at times for USPS this can be a little longer).

If you placed your near a bank or public holiday, please expect to see one full day added to the fulfillment for your order, this includes orders with express/expedited/next day shipping (please remember public holidays vary by location). 

 

Making a return

We hope you fall in love with what you've ordered, but if you change your mind, you have 14 days from the day of delivery to make a return.

And if we make a mistake or there's an issue with an item in your order, we'll be happy to make it right for you.

Please note that to keep shipping costs as low as possible for all of our customers, we don't provide prepaid return shipping labels for any items you elect to return. You are responsible for arranging and paying for return shipping labels/costs.

All returned items must be sent back in their original condition or packaging; we are unable to accept anything that has been worn, washed, or is missing original labels, tags, pouches or shoe boxes. Please do not use shoe boxes as outer packaging for shipping.

Any promotional items received as part of the order must also be returned if an order is returned in full.

All items must be returned to the location from which it was purchased, regardless of where you actually live. You'll find the location indicated by two letters at the start of your order number - pick from this list to access the return policy for the correct location:

• UK
• US
• EU

Once your return has been delivered to our return address it can take up to 10 working days for this to be fully processed although we do always aim to be faster than this. Please remember working days do not include weekends or public holidays (public holidays vary by location).

Lost Package

More often than not, we've found that either a neighbor accepted it on your behalf, or the carrier left it in a "safe" (usually very random!) place.

If you've exhausted these options and your order has Route enhanced package protection you should reach out to Route directly to file a claim and they will be able to help you get a resolution - you can do so here  You will need your KILLSTAR order number OR Route ID number and the email address that was attached to the order.

If you've exhausted these options and you don't have Route enhanced package protection please continue through this form to contact us we'll do our best to work with the carrier on your behalf to locate the parcel

Missed Delivery

In the event of a missed delivery as the delivery is in the hands of the shipping carrier, we suggest reaching out to them directly to arrange another delivery attempt. Unfortunately, our team can't coordinate on your behalf. 

Orders including out of stock items

From time to time, we'll discover an inventory issue with an item at the time your order is being picked which means the item may not actually be available for us to send to you. 

If that happens, we're truly sorry! We'll email you to advise of this as soon as we're aware of it and issue a full refund for any item we need to cancel from your order. Unfortunately we can't hold your order to offer substitutions and the remainder of your order will be shipped to you. 

You can learn more about availability in our T&C's (UK, US, EU)

Updating an order

Unfortunately we cannot amend items or sizes in orders after they have been placed, but are happy to help with a cancellation if we can. If you have been unable to cancel the order you're welcome to return it once received, regardless of the contents of your order. You'll find instructions on returning items below: 

• EU store
• UK store
• US store

If you've placed an order less than 15 minutes ago and want to cancel it before it's shipped, click "NO" on the next page to contact our support team.  

Refund status

We don't send an email or update at the time we receive a returned item back only when we reach it in the processing queue. Once your return has been delivered to our return address it can take up to 10 working days for this to be fully processed although we do always aim to be faster than this. Please remember working days do not include weekends or public holidays (public holidays vary by location).

You'll receive a further email confirming when we've completed your refund. It can take 3-5 business days from this date for the funds to clear back to you - this is determined by your payment provider and we cannot affect this.

Applying Discount Codes or offers to Existing Orders

If you've already placed your order, we're not able to apply a discount code or offer (this is a sad limitation of our system!). 

If you realize you've made a mistake within 15 minutes of placing your order, please click "NO" on the next page to contact our support team and we will do our best to cancel it for you. 

 

Package Returned to Sender

If your order has been returned to sender we cannot action anything until we have received it back to our distribution centre.

Once received and processed, our team will reach out to you to discuss next steps, which may include reshipping or cancellation. In either case, KILLSTAR won't cover the cost of shipping or reshipping the order. 

Returned to sender packages are processed to the same timeline as regular customer returns which is within 10 business days from the date we receive them back, although we do always aim to be faster than this. 

You can view our full shipping policy on our website: UK, US, EU

Taxes

Taxes! We're legally required to charge them by the government

EU and UK customers: VAT is included in the prices in our EU and UK stores, meaning you don't pay anything extra at checkout for taxes. 

US store customers: sales tax is added at checkout for our US store, and may vary depending on which state you live in. 

International customers: Customs and import fees are likely to be charged. We recommend checking with your government to understand the costs associated with your order. We're not permitted to pay or collect these on your behalf and you'll be required to pay these fees to the customs authority or shipping carrier (or separately to both).

• EU customers ordering from our UK website are now required to pay additional charges due to Brexit. Click here for additional information from the European Commisstion. 

Update shipping on an order

We'll always do our best to update your shipping if you contact us to request it and pay the difference in price. However we may be unable to do so on an order that has already been placed if it's already been processed and fulfilled/dispatched.

Buy Now, Pay Later Options

KILLSTAR is happy to partner with third party payment services who offer a "buy now, pay later" option for purchases of products from our online stores. Gift cards may not be purchased using these payment options.

When paying with one of these options, the service will pay for your order up front, and you will pay them back directly over time.  The payment relationship will be between you and the payment service you select. 

If you do not see these options at checkout after entering your address details this means the option is not available to your location.

AFTERPAY is a US payment service provider that takes end-to-end responsibility for your payment. 

Your first payment is made at the time of purchase for one quarter of the total purchase price. AfterPay will give you your entire payment plan before you complete your purchase so you can see the total amount due. Learn more about Afterpay and get help here. 

CLEARPAY is a UK payment service provider that takes end-to-end responsibility for your payment.

This payment platform allows you to purchase in four automatic installments, due every 2 weeks. There is no additional cost to use Clearpay so long as you pay on time. All of your payments are interest-free and you will receive your order straight away. 

Learn more about the Clearpay service and eligibility here. If you have questions or need support, contact Clearpay directly here. 

KLARNA is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

We offer two options: three equal payments every 30 days taken from a debit or credit card, or pay in full within 30 days. Learn more about the UK Klarna service and eligibility here. If you have questions or need support, contact Klarna directly here.  

Troubleshooting Discount Codes

If you've received a discount code that isn't working as expected, don't panic! There are several things you can check to see if you can get it to work: 

• Confirm any exclusions - re-read that SMS or email where you received the code to see if it applies only to specific products. You can also usuallly check this in our terms. If you're purchasing something excluded from the offer, your discount code won't work. 
• Confirm the expiration - many of our discount codes have specific validity dates - if you're purchasing outside of that window, the code won't work. 
• Confirm the store - all of our discount codes will be restricted to a single store; for example, a UK code won't work in the US.

Due to system limitations, we're not able to apply multiple discount codes to a single order, nor can we add a discount code after an order has been processed.  

Gift Cards

Purchasing gift cards: Gift cards are available for purchase in our online store in a range of denominations. To send a gift card to someone else, you may enter their email address at checkout or forward them the confirmation email if it goes to your address. 

Gift cards are valid only in the store for which they are purchased. 

• US store: click here
• UK store: click here
• EU store: click here

Redeeming gift cards: Gift cards are delivered via email. Check your SPAM folder if you're unable to find the email - sometimes email services will re-route this confirmation! You'll find instructions for redeeming the gift card in the email. 

Please note that gift cards are non-returnable/non-refundable

Shipping

You can find all of the details about available shipping options in our FAQ (US, UK, EU) 

 

Please note that shipping carriers may experience unexpected delays due to weather, traffic, etc. Once a package leaves a KILLSTAR distribution centre, you will be able to track your package and communicate directly with the carrier for delivery estimates. 

The timelines suggested in our FAQs are guidelines to help set realistic expectations - given the challenges being faced by shipping carriers worldwide, we cannot guarantee delivery on a specific date. 

Shipping carriers are expected not to deliver, and your package is not expected to move at all during specific days around major global and local holidays including but not limited to:

• Christmas (24 December - 28 December) worldwide
• New Year (31 December - 04 January) worldwide

 

Tracking Your Order

Once your order has been fulfilled at our warehouse, you'll get an email notification letting you know that it's on its way. You can track your order directly on the relevant shipping carrier website 

Your order will likely start to head its way to you on the business day following the date it is dispatched, so don't worry if you don't see tracking updates for up to 48 hours - this is normal as sometimes the carriers can't update the information along the way.  

VIP Rewards

KILLSTAR's The Inner Circle program is a great way to earn discounts on future purchases! 

You can find out more here and view the T's&C's here

Wishlist

If you've found something you love on our site and want to be able to come back to it later, you can add it to your Wishlist!

Add items by going to the product's page on our website, and hover over the main image. You'll see a heart appear at the top right corner of the image - click that, and you'll be able to find it easily in your KILLSTAR wishlist!

 

Find your wishlist using the heart in the top right corner of the screen. 

Imports and customs fees

Customs fees are not included in any shipping charged on our website and if they are due on your order/parcel you'll be required to pay them at / around time fo delivery. They're controlled by your local government and unfortunately we cannot do anything to affect them.

Please make the payment and accept the order if you can. Otherwise it will most likely be returned to us and any refund issued would have shipping and handling charges deducted from it in line with your consumer rights.

You can read more on our website in our T&C's (UK, US, EU) & Shipping Policy (UK, US, EU).