We hope you fall in love with what you've ordered, but if you change your mind, you have 14 days from the day of delivery to make a return.
HOW TO MAKE A RETURN:
To start your return, please use our Returns Portal to create your return request and get an RMA number. Next, send your return back to us within 14 days from the date you received it following the instructions in the portal.
Please remember to include your order number, RMA number you get from our return portal and email address inside your parcel or we won’t be able to process your return when we receive it. You can do this by either:
- Printing the return packing slip you receive via email after creating your return
- Adding the RMA number and your email address to the small packing slip if one came with your order
- Noting these details on a piece of paper
- Ensure to mark on the outside of the parcel "US RETURNED GOODS"
Once your return has been delivered to our return address it can take up to 10 working days for this to be fully processed although we do always aim to be faster than this. Please remember working days do not include weekends or public holidays (public holidays vary by location).
RESPONSIBILITY:
Return shipping is payable by the customer, the choice of carrier/shipping method is at your discretion. However, as the parcel remains your responsibility until it arrives back to us, we would encourage you to choose a tracked shipping option.
We cannot accept any responsibility for any issues that occur in transit back to us and should this happen, you will need to contact the shipping carrier directly for advice on next steps. Please choose a shipping method that ensures delivery to our address as our team members are unable to collect parcels from pick up points or depots etc.
We cannot accept responsibility for any customs/import duties on international returns, please make sure to return as RETURNED GOODS following instructions provided by the carrier of your choice.
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way. Please do not use shoe boxes as outer packaging when returning footwear.
CONDITIONS OF RETURN:
All items are inspected on return, to be accepted please ensure your returned item(s) meets the following criteria:
- Shipped back to us no later than 14th day from the date the order was delivered to you.
- Items should be in their original condition, unworn and clean (free from perfumes, strong odours, e.g. smoke, cosmetic marks, deodorant, or pet hair). They must be unwashed, with all tags still attached and in their original packaging.
- We advise to try on shoes indoors/not on hard surfaces until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box.
- Any hygiene seals/strips/tags must still be intact and unbroken on swimwear/bodysuits/intimate items.
- Earrings can only be returned if they have not been removed from their sealed packaging.
- Any hosiery items must be returned with tags/seals unbroken (socks/tights/fishnets items etc are non-returnable after they have been tried on/removed from packaging)
KILLSTAR reserves the right to refuse acceptance of returned items that are not in a resalable condition. We may make such a determination based on a variety of factors including, but not limited to, the appearance, smell, and/or general condition of the item when it is returned to us.
**Please note that items sent in exchange cannot be sent back for further return.
Here’s the address to use when you send it back:
US RETURNED GOODS
KILLSTAR
6600 BANDINI BLVD.
COMMERCE
LOS ANGELES
CA 90040
USA
FAULTY ITEMS:
In the rare occurrence an item is incorrect or faulty, please contact us with the following information:
- Your name and email address
- Your order number
- A description of what has happened
- Any relevant supporting images of the item in question
We'll work with you to get it resolved as quickly and as best we can!