Returns + Exchanges

Everything below is the detail behind that table.

Your 30-day window

You have 30 days from the delivery date shown on your tracking record to tell us you want to return or exchange an item. That is a genuine 30 days — not “30 days from dispatch”, which would eat most of the window on an international parcel.

To be eligible, the item must be:

• unworn and unwashed — try it on, but do not wear it out;
• unaltered — no tailoring, no cutting, no washing instructions removed;
• complete — original tags attached and the original packaging included.

If you are unsure whether your item qualifies, message us before shipping it back. It is quicker to ask than to have a parcel turned around.

If the item is faulty, damaged or wrong

This is on us, and it costs you nothing.

Email info@hellstarworld.com within 48 hours of delivery with photographs of both the item and the packaging. We will arrange a free return or send a replacement, and we cover all shipping costs in either direction.

Please keep the packaging until the case is settled — carriers and insurers ask to see how the parcel arrived, and a claim is much harder to win without it.

If you changed your mind

Sometimes the size or the colour is simply not what you pictured. That is fine, and you can still return or exchange within the 30-day window — but the cost of sending it back is yours, and a US$20 per item return-and-exchange fee applies.

So you can decide with open eyes, here is what that means in practice on a US$36.50 T-shirt:

There is no fee at all when the fault is ours. The fee only applies to change-of-mind returns and non-faulty exchanges, because the outbound shipping, handling and re-stocking are all costs we have already paid on that order.

How to start a return or exchange

1. Message us first. Email info@hellstarworld.com or WhatsApp +86 180 3551 8564 with your order number and what you would like to do.
2. Wait for the go-ahead. We will confirm your item is eligible and send you the return address and instructions. Do not ship anything back before we reply — parcels that arrive unannounced are hard to match to an order and may be refused.
3. Pack it properly. Original packaging, tags on, and include your order number inside the parcel.
4. Send it tracked. Use a service with tracking; keep the receipt. We cannot refund an item that never arrives and cannot be traced.
5. We inspect and process. Once it reaches us, we check the condition and start the refund or dispatch the exchange.

Refunds

Refunds go back to your original payment method — the card, PayPal account or bank you paid with. We cannot refund to a different card or account.

How long it takes:

The processing clock starts when the returned item passes inspection, not when you post it — so please allow for the return transit time on top.

We may decline a refund, or refund a reduced amount, if the item comes back worn, washed, altered, damaged by you, missing its tags, or not in a resalable condition. If that happens we will tell you why and offer to send the item back to you.

Exchanges

Yes — you can exchange for a different size, subject to stock. Exchanges follow the same 30-day window and the same US$20 per item fee where the original item is not faulty.

Message us before you send anything back, so we can reserve the size you want. Sizes sell out, and there is nothing more frustrating than a return that arrives to find your size gone.

If the size you want is out of stock, we will tell you honestly and process the order as a refund instead.

Delivery, for reference

If tracking has not moved for ten business days, contact us and we will chase it with the carrier.

Not eligible for return

• Items returned worn, washed, altered or without their original tags.
• Items returned after the 30-day window has closed.
• Customised or made-to-order pieces, which are produced specifically for you.
• Items damaged after delivery through normal wear or misuse.

Discounted and sale items are fully returnable and follow the same 30-day policy — a markdown does not remove your right to return.

Bulk and wholesale orders

Bulk and wholesale orders are quoted individually, so their return terms are confirmed in your quote before you pay. If you are a reseller and want to know the terms that will apply to your order, ask us when you request pricing and we will put it in writing.

Your statutory rights

Nothing in this policy limits any statutory right you have under the law of your country of residence. If you are a consumer in the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days of receiving it, for any reason. Where that right applies to you, it takes precedence over the terms on this page, and we will handle your cancellation in line with it.

Still not sure?

Message us before you order or before you return anything. We would rather spend two minutes answering a sizing question than have you pay to post a parcel back.