Returns & Exchanges
Easy 30-day returns on unopened items, backed by our friendly Melbourne team and the Australian Consumer Law.
At a glance
- Return window30 days from delivery
- Item conditionUnused & sealed
- Refund methodOriginal payment
- Processing time3–10 business days
- Faulty or wrong itemFree replacement / refund
How to return or exchange an item
Our customer support team will guide you through every step.
Contact us within 30 days
Reply to your order confirmation email, email contact@starkss.com.au, or call (03) 8375 0983 quoting your order number.
Receive return approval
Include your receipt or proof of purchase. Our team will confirm eligibility and share the return address details.
Pack & send with tracking
Pack the unopened item securely in its original packaging and send it using a trackable shipping service.
Refund or exchange processed
Once inspected and approved, your refund is automatically credited to your original payment method within 3–10 days.
Return policy details
Everything you need to know about eligibility, hygiene rules, refunds and order cancellations.
Eligible returns (Change of mind)
To be eligible for a return or exchange within 30 days of the delivery date:
- Products must be unused and in the exact condition you received them in.
- All original packaging material and seals must be undamaged and unopened.
- You must provide your order number, receipt, or proof of purchase.
Non-returnable items (Hygiene & safety)
Due to the personal care nature of the products we sell, we cannot replace or refund unwanted items once opened:
- Haircare, nail polish, play makeup, skin care, hair brushes or earrings that have been opened or have broken seals.
- Personalised or custom-made items, or gift cards once redeemed.
Faulty or damaged items: If an item arrives damaged, defective, or incorrect, your rights under the Australian Consumer Law always apply—contact us and we will arrange a replacement or full refund at no cost to you.
Refunds & return shipping costs
- If your refund is approved, it will automatically be credited to your original method of payment within 3–10 business days.
- The refund will not include the original cost of delivery or return postage (unless the return is due to our error or a faulty item).
- You are responsible for paying your own shipping costs when returning a change-of-mind item.
- When shipping returned product(s), we strongly recommend using a trackable shipping service or purchasing shipping insurance.
Cancelling an order before dispatch
- Orders can be cancelled before they have been dispatched from our Melbourne warehouse.
- To cancel an order urgently, please call us on (03) 8375 0983 or reply immediately to your order confirmation email.
- If your order has already been dispatched, cancellation fees may apply or you can return the unopened parcel once delivered using the 30-day return process above.
StarKids reserves the right to update and enforce this Return and Refund Policy at any time in accordance with Australian law.
Common questions
What if my item arrived damaged or I received the wrong product?
We’re so sorry! Please reply to your order confirmation email or email contact@starkss.com.au with your order number and a quick photo within 30 days of delivery. When a return is due to our error or a faulty item, we cover all shipping costs and will send a replacement or issue a full refund.
Can I return an unopened item in person at a StarKids salon?
Please contact our customer support team first on (03) 8375 0983 or contact@starkss.com.au with your order number so we can authorise your return and let you know the easiest option—either via tracked post or drop-off at Point Cook, Keysborough or Melton.
How long does it take for my refund to show on my card?
Once we receive and inspect your returned item, your refund is processed automatically back to your original payment method and typically appears on your statement within 3–10 business days depending on your bank.
Why can’t opened nail polish, play makeup or haircare be returned for change of mind?
Because our products are used on children’s hair, skin and nails, strict health and hygiene standards mean we can never restock or resell any item once its packaging or seal has been opened.
Need help with a return or order?
Send us your order number and our friendly Melbourne team will sort it out quickly.