Cancellation and Returns

Customers have the right to cancel their order within 365 days of placing it, regardless of the reason - whether you are not satisfied with the product, it doesn’t meet your expectations, or for any other reason. To cancel an order, please contact our customer support team and provide your order number.

For Digital Gift Packages: The full amount will be refunded.

For Physical Gift Packages: The full amount will be refunded, excluding the shipping costs.

If your package arrives damaged, please contact our customer support team as soon as possible and provide your order number. You will be asked to submit clear photos of the damaged item(s). Once the damage is verified, we will arrange to ship a replacement at no cost to you, using the same shipping method as the original order.

To apply for a refund, please contact our customer service team with your order details. You can initiate the refund request by emailing [email protected] or through the contact form on our website. Our support team will guide you through the process and help resolve your case.

Refunds are applicable in the following cases:

• Cancellation within 365 days: You can cancel your order within 365 days of placing it, whether you are not satisfied or for any other reason.
• Damaged Goods: If your order arrives damaged, after providing photographic proof of the damage, you can choose to receive a replacement gift package or a refund.
• Incorrect or Defective Product: If the gift package received does not match the description or has defects, you can request a refund or a replacement.
• Failed Delivery: If you have provided the correct delivery address but the package is lost in transit or the delivery attempt fails, you can apply for a refund.

Once a refund has been confirmed, it may take 5–10 business days (depending on your card-issuing bank) for the funds to be returned to your account. For PayPal payments, refunds are typically processed within one business day after confirmation.

You have the right to change the registration and document details of your purchased star. Changes can be made up to 30 days after your order has been completed, or, if you chose email delivery, within 30 days after the digital files are sent.

For Digital Gift Packages: Access to all digital files is sent to your email within 5 minutes after placing an order. If needed, you can change the star's name, registration date, certificate design, and personal message via the Track Your Order page.

For Physical Gift Packages: You will receive access to the digital files withing 5 minutes after placing the orded. If you want to make changes to the data for a physical package, you can do so before we complete the order via the Track Your Order page. We will ensure that the updated information is used for printing, and your package will be shipped with the changed details. However, if the order has already been processed and assigned a tracking number, and you require a new physical package with the updated data, the costs for reprinting and reshipping must be covered by the customer.

You can still update your star details on the Track Your Order page 30 days after the package has been processed and shipped, but please note that you will not receive a new physical certificate. Instead, the updated certificate will be available only in digital format, which you can download and print with the corrected information.

Customers can directly edit the following details through Track Your Order page:

• Star Name
• Registration Date
• Certificate Design
• Personal Message

1. Visit the page Track Your Order.
2. Enter your order ID and email address.
3. All digital documents related to your star will be available for download.
4. Click the “Edit Information” button.
5. You can edit the Star’s Registration Name, Date, Certificate design, and Personal message.
6. Save your changes, and the digital files will be updated automatically.

If you need to change the star type, constellation, brightness, or any other details that cannot be updated through the Track Your Order page, please contact our support with your order details. These changes on physical gift package orders can only be made before the order has been shipped.

If you made a mistake when placing your order - such as selecting the wrong gift package, star type, star visibility, star name, registration date, certificate design, personal message, or providing an incorrect address or email - please contact our support or email [email protected] immediately with your order details to correct the issue as soon as possible.

If you do not contact customer support or update your details through the Track Your Order page before the order is shipped, any corrections to the physical star packages will need to be paid by the customer. All changes must be made before the order is processed and completed to ensure you receive the correct physical gift package.

You can update the shipping address before we have processed and shipped your order. To do this, please email [email protected] or contact our customer support immediately.

Important:
If the package has already been shipped and the address provided was incorrect, the customer will need to cover the costs of a new package and shipping. The customer is responsible for providing the correct email and phone number. If the courier cannot locate you and there is no response from the customer, the package may be returned to us. In such cases, any re-shipment will be at the customer’s expense.

If this page doesn’t answer your questions, feel free to reach out to our customer support. We’re here to help and will work with you to resolve any issues. Our team will get back to you as quickly as possible with the assistance or answers you need.