We want to support a return resolution as quickly as possible. We expect your return query to fall into one of the below scenarios:
- Register an issue with an item or missing item in your order
- Request a return of item/s in your order for a refund
- Request a return of item/s in your order for an exchange
Please refer to the guidelines below:
1. Register an issue with an item or missing item in your order
Please reach out to our dedicated returns experience team here and a member of the team will be able to prioritise your case and share all options available to resolve the issue as quickly as possible.
The Team will always look to cover the cost of you returning anything with a fault/manufacturing issue.
2. Request a return of item/s in your order for a refund
All refund requests must be registered on our returns portal here
You must enter your KILLSTAR order number (formatted as per your confirmation email and the email address used to place the order.)
Select the item/s you wish to return for a refund
Progress through to submit the request
At the service selection there is just one option available to select.
You will then be emailed with a request confirmation and this will include a unique return reference.
Please note that the return address label must be printed and attached to the front of your parcel. This is an address label only and postage must be paid for by you.
When returning your parcel we recommend printing the return confirmation email. If this isn't possible we instruct you to write the below on a piece of paper and include within the package:
- Name and email address
- KILLSTAR Order Number
- Unique return reference
We recommend marking "US RETURNED GOODS" on the outside of the parcel. Not including this information will delay us being able to process your return.
Refunds will be issued within 72 hours following receipt of the item/s back to our US return address.
3) Request a return of item/s in your order for an exchange
The quickest way to organise an exchange is to arrange a return for a refund and purchase the new item in a separate transaction. ONLY refund requests must be registered on our new returns portal.
To arrange an exchange for an alternative size or item please contact our dedicated returns experience team here and a member of the team will be able to prioritise your case and share all options available.
Please note that should there be a difference in price when exchanging for an alternative item there may be a balance to be refunded or paid.