Customer Service - Frequently Asked Questions

Ordering

What are my payment options?

We accept credit card (Mastercard & Visa) payments, Direct Deposit, Money Order and Paypal. Please note that orders will not be processed until payment has cleared, so paying by direct deposit may delay your order by several days. Please contact us if you have any queries.


What currency are the prices listed in the online shop?

All prices are quoted in Australian Dollars.


Are online transactions secure?

We assure that all transactions conducted online are completely secure. Our website uses secure socket layer (SSL) certified to encrypt all of your personal information via Paypal. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records. If you are concerned about paying for your order over the internet, your order can be processed manually. Please contact us if you wish to do this.


How do I know if the products I want to order are in stock?

Although we strive to keep all items in stock in quantities to meet your requirements; however, some items may sometimes run low, be discontinued without our knowledge or be backorder by our supplier. If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you immediately to let you know and provide you with the option to replace or refund your order. Items on our website listed as "Available" are to the best of our knowledge, available to ship to you within the advertised timeframe. If you have any questions about this, please email us at sales@mylittlestar.com.au


Will I receive a confirmation of my order?

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service at sales@mylittlestar.com.au immediately if you wish to make any changes.


Shipping & Fulfilment

How long does it take to receive my order?

For these waiting times you should refer back to the product description. If you are unsure, or want to check on how quickly you can receive your goods, please call email us at sales@mylittlestar.com.au Please keep in mind when ordering the Personalised Products that these can take anywhere from 10 days to 4 or 5 weeks to complete depending on the product as they are personalised and may need painting/printing etc. 


 

How do I check the status of my order?

To check on the status on your order, please send us an email at sales@mylittlestar.com.au. You will be asked to quote your order number and billing email address to retrieve the status of your order. We will respond to email inquiries within 2 business days.


What are my shipping options?

We deliver all orders through Australia Post.


I wasn't there to receive my delivery. What happens now?

Australia Post will leave a calling card where your parcel can be collected from the nominated post office. Therefore you don’t need to worry about waiting around for your delivery.


Returns & Exchanges

What is your refund and exchange policy?

Our business is based on the quality of the products we sell and the reputation we've earned. Our 100% Satisfaction Guarantee means you never have to worry when you order from us. If for any reason you're not happy with anything you buy from us simply return it within 7 days of receipt of the product for a prompt exchange or credit to be used in our store within 12 months (your choice). No hassles, just great customer service - the kind you would expect from the very best companies. Shipping charges are only refundable if we made an error on your order.
Our generous return policy does not apply to items returned after your event date or our personalised items. Returns policy does not apply to sale items. Items purchased at sale prices cannot be exchanged or refunded. We will communicate any charges with you.


What happens with damaged, missing or defective products?

All claims for damaged, defective or missing product(s) must be filed with My Little Star within 7 days of receiving your order. Please email our customer service department at sales@mylittlestar.com.au or complete the contact form to initiate a claim. My Little Star are not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. However we will be happy to assist you in filing a claim with the appropriate party. Please keep all products in their original packaging until the claim is settled.


Can I cancel or change my order?

Please note that once you place an order, you will need to contact us immediately if you need to make alterations. If you wish to make additions to your order, we ask that you place a new order. Orders can be cancelled if our warehouse has not processed your order. If you have any questions about this, please email us at sales@mylittlestar.com.au or complete the contact form.


Contacting Us

How do I provide general feedback?

We would love to hear from you! We are constantly trying to improve our customers' experiences and would greatly appreciate any feedback you can provide, both good and bad. Please complete our contact form.


I have a general enquiry. Who do I contact?

Please email us at sales@mylittlestar.com.au or complete our contact form.