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Start Online Shopping Guarantee Starts guarantees that if you're in any way dissatisfied with the goods (excluding beauty products) which you have ordered, we will exchange them or give you a full refund less shipping, provided that you return them to us in their original condition and packaging, unworn & unwashed, and with all labels intact, within 7 days of receiving the item(s). We do not accept any item(s) with any indication that it was used. In such cases, we will contact the purchaser and they will have to arrange for the item to be returned to them at their own cost.If you wish to receive a refund we will re-credit the original purchaser's credit card for the sum paid less any gift box and postal delivery costs. Returns which are received outside the above time frames are accepted at the discretion of Start and can only be refunded as a 'store credit'. Exchanges We will exchange an item for the same item in a different size, subject to availability. We will not exchange one item for a completely different item. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. Upon request of your ‘Refund Authorisation Number’ please state your required size and we will reserve it for you if the item is in stock. Exchanges received outside of the above stated timescales are also subject to product availability and the customer will incur any additional shipping costs for such exchanges. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check by the Online Sales Team. Faulty Items Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault identified within a period of 6 months after delivery. All items returned as faulty will be inspected and any items deemed to be subject to wear and tear subsequent to receipt by the buyer will not be accepted as faulty. Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees. Items as Gifts If you have received an item from Start as a gift you can return it in exchange for a store credit to your Start registered account (you will need to be registered with us). This allows you to exchange your unwanted gift for another item by using this credit to place a new order online. Please be aware that you will be required to pay any difference in cost and any additional shipping, taxes and import duties. Any unused credit will remain on your account until your next purchase. Return Procedure Clothing We advise all our customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.Before returning an item, please obtain your Return Authorisation Number (RAN) by either emailing onlineshop@start-london.com or telephoning Customer Services on:44 (0) 207 739 8071 within 48 hours of receiving an item. Any returned items that are not accompanied by an official reference number will not be accepted. Upon receipt of your RA Number write it on both the invoice and on the pre-printed returns address label and then stick it on the outside of the package. We advise UK customers to send returns by registered post or recognised courier and keep your ‘Proof of Postage Certificate’. We cannot be held responsible for goods that are lost or damaged in transit. All postal costs for returned goods are the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. For our international customers we request that you send your return via an insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Return postage from outside the UK is payable by the sender. In the event of any failure to return any goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods. We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Jewellery If you have purchased an item of jewellery online via our website you will need to ship this back to us for refund with its RAN within 3 working days of receiving the item. Please note that we do not accept returns or exchanges on pierced earrings. Beauty
Please note that due to hygiene/health issues, beauty products can not be exchanged or refunded.
Lingerie
Lingerie purchased online on our website is refunded/exchanged only at the discretion of Start’s Online Sales Team if the hygiene strip is still in place following Start’s standard Clothing refund procedure. Shoes Shoes that are not returned within their original designer box will be neither refunded nor exchanged. Receiving your Refund
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