Neon Mascara

Shipping Information

UK Orders

• Carrier: DPD
• Cost: £6.50 per box (Free carriage for orders above £500)
• Delivery Time: Monday to Friday, 9:00 am to 6:30 pm
• Tracking: You will receive an email or text message with a tracking number and delivery window time.

EU Orders

• Carrier: UPS
• Cost: £20.00 per box (based on a box weighing up to 19Kg)
• Delivery Time: 2-5 days
• Note: We are unable to deliver to Spain due to Spanish Cosmetic Regulations.

Rest of the World

• Carrier: UPS
• Cost and Delivery Time: Dependent on location and weight.

General Shipping Information

• Telephone Number: We require a phone number for DPD / UPS to send tracking information and for customs to contact you if you are outside the UK.
• Signatory Requirement: Ensure someone is onsite to accept and sign for the delivery. DPD / UPS will not deliver without a signatory present.
• Offshore and Remote Areas: Delivery to Northern Ireland, Highlands, Isle of Man, Isle of Wight, Channel Islands, Alderney, and Scottish Islands may take 2-3 working days.
• Customs Fees: You may be liable for import customs fees when goods enter your country from the United Kingdom.
• EU Customers Will Require An EORI Number: For customs clearance an EORI number is required as well as a VAT number.

Shipping to a P.O. Box

We cannot deliver to a P.O. Box as they do not sign for deliveries.

Returns and Refunds Information

With over 40 years of experience in the hair and beauty industry, our company is dedicated to providing high-quality cosmetics and hair colour products to our valued business partners. We understand that there may be occasions when products need to be returned, and we have developed a straightforward returns policy to facilitate this process.

Eligibility for Returns

To ensure a smooth returns process, please review the following criteria for product returns:

1. Damaged or Defective Products: Products that are damaged or defective upon receipt are eligible for return. Please inspect all shipments upon arrival and report any issues within 7 business days.
2. Incorrect Products: If you have received products that are incorrect due to a packing error, please notify us within 7 business days to arrange a return or exchange.
3. Unopened and Unused Products: As we have a B2B (business-to-business) relationship with you, we do not offer refunds if you change your mind and no longer require the products supplied. B2B suppliers are exempt from Consumer Contracts (formerly distance selling) regulations.
4. Authorized Returns: All returns must be authorized by our Customer Service team. Unauthorized returns will not be accepted. Please, contact our team for further instructions before sending any products back.
   

Return Process

1. Contact Customer Service: Reach out to our Customer Service team at contact@stargazer-products.com to report any issues and obtain return instructions.
2. Packaging: Securely pack the items to prevent any damage during transit. Include a copy of the original invoice with the returned products.
3. Shipping: Send the authorized returns to the following address: Stargazer, 26 Progress Way, Croydon, CR0 4XD, United Kingdom. 

Please use a trackable shipping method and retain the tracking information for your records.

Refunds and Credits

• Damaged or Defective Products: Upon receipt and inspection of the returned items, we will issue a full refund or credit for the damaged or defective products.
• Incorrect Products: We will promptly replace the incorrect products or issue a credit as per your preference.

Non-Returnable Items

• Opened or Used Products: For hygiene and safety reasons, we cannot accept returns of opened or used cosmetics and hair colour products.
• Custom or Special Orders: Custom or special order products are non-returnable unless they are defective or incorrect.

Additional Information

For any questions or further assistance, please contact our Customer Service team at contact@stargazer-products.com. We are committed to ensuring your satisfaction and look forward to continuing to serve your business needs.