SIMPLE. CLEAR. FAIR.
We want every THE EAST STARS experience to feel considered from beginning to end.
If you need to cancel a pre-order, return an eligible product or report an issue with your order, you’ll find everything you need below.
PRE-ORDER CANCELLATIONS
CHANGED YOUR MIND BEFORE DISPATCH?
The Dead Sea Mineral Face Cream is currently available for pre-order.
If your pre-order has not yet been dispatched, you may contact us to request cancellation.
Once approved, the amount paid for the cancelled item will be refunded to the original payment method.
If your order has already been dispatched, it will be handled under the return terms below.
RETURNS
RETURNING YOUR ORDER
If you change your mind after receiving your order, please contact us within 14 days of delivery to request a return.
After notifying us, eligible products should be returned within the return period provided in our instructions.
To qualify for a change-of-mind return, the product should be:
Unused
Unopened
In its original packaging
With any original protective or hygiene seal intact
Because skincare products are personal cosmetic items, products that have been opened, used or had a hygiene seal removed may not be eligible for a change-of-mind return where permitted by applicable law.
For EU and UK online purchases, consumer rules generally provide a 14-day cancellation period, while sealed goods that cannot be returned for health or hygiene reasons can be exempt after the seal is broken.
DAMAGED, DEFECTIVE OR INCORRECT ORDERS
WE’LL MAKE IT RIGHT.
If your order arrives damaged, defective or you receive the wrong product, please contact us as soon as possible.
Please include:
Your order number
A description of the issue
Clear photos of the product and packaging
Once reviewed, we will provide the appropriate solution, which may include a replacement or refund depending on the circumstances and applicable consumer law.
Your mandatory legal rights regarding faulty products are not limited by this policy.
RETURN SHIPPING
SENDING AN ITEM BACK
For change-of-mind returns, the customer is generally responsible for return shipping costs unless otherwise required by applicable law.
We strongly recommend using a tracked return service, as THE EAST STARS cannot confirm receipt of a return until it reaches the designated return location.
If a return is required because the item was damaged, defective or incorrectly supplied, we will provide further instructions regarding return shipping.
REFUNDS
ONCE YOUR RETURN IS APPROVED
After your eligible return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method.
Please allow additional time for your bank or payment provider to process and display the refund.
Where required by applicable consumer law, eligible standard outbound delivery charges will also be refunded. EU guidance, for example, requires reimbursement of the standard delivery cost when a consumer validly exercises the withdrawal right, but not the extra amount paid for a more expensive delivery option.
NON-RETURNABLE ITEMS
FOR PRODUCT SAFETY & HYGIENE
Subject to applicable law, we may be unable to accept a change-of-mind return for products that are:
Opened or used
Missing their original packaging
Returned with a broken hygiene/protective seal
Damaged after delivery through misuse or improper handling
This does not affect your rights if the product is faulty, damaged on arrival or incorrectly supplied.
CUSTOMS, DUTIES & IMPORT FEES
Customs duties, import taxes and local destination charges paid directly to customs authorities, carriers or other third parties are generally outside THE EAST STARS’ control.
We cannot refund charges that were not collected by THE EAST STARS.
If applicable, you may need to contact the relevant authority or carrier regarding reimbursement of those charges.
HOW TO REQUEST A RETURN
WE’RE HERE TO HELP.
Before sending anything back, please contact us so we can confirm eligibility and provide the correct return instructions.
Include:
Order number
Name used for the order
Reason for the return
Photos, if the item is damaged or incorrect
CUSTOMER CARE
NEED HELP WITH YOUR ORDER?
Our customer care team is here to help with cancellations, returns, damaged orders and refunds.
THE EAST STARS
CARE, FROM BEGINNING TO END.
Beauty, refined by nature.
