FAQ

Frequently Asked Questions (FAQ)

Need help?
If you have a question about your order, shipping, returns, or sizing, we’re here to help.

Customer Support:
Email: info@estrellaofficial.com
Working Hours: Monday–Friday, 09:00–13:00 / 14:00–18:00 (CET)

1. What is the status of my order?

You can track your order:

  • Via your Estrella account (if registered)

  • Or through the tracking link sent to your email (for guest checkout)

Order statuses:

  • Order in Process – Your order is being prepared.

  • Shipped – Your package is on its way with the courier.

  • Cancelled – Your order has been cancelled and will not be delivered.

2. Can I cancel my order?

Yes, if your order has not yet shipped.
Please email info@estrellaofficial.com as soon as possible with your order number.

If eligible, we will cancel your order and issue a full refund to your original payment method.

3. Can I change or edit my order?

Unfortunately, orders cannot be modified once confirmed — including changes to size, items, or delivery address.

If your order has not shipped, you may cancel it and place a new one.

4. I received a damaged, wrong, or defective item. What should I do?

We apologize for the inconvenience. Please contact us within 7 days of delivery at info@estrellaofficial.com, including:

  • Your order number

  • Photos of the item(s)

  • A brief description of the issue

We’ll arrange a refund, replacement, or return depending on the situation.

5. How do I return a product?

You may return an item within 14 days of delivery.

To initiate a return, email us at info@estrellaofficial.com with your order details.

Return conditions:

  • Items must be unused, unwashed, and in original condition (including all packaging and tags)

  • Return shipping is at the Client’s expense unless the item is faulty

  • Refunds are processed within 14 business days of receiving and inspecting the returned item

6. Do you offer exchanges?

We currently do not offer direct exchanges.

If you’d like a different size or item, simply return the original product and place a new order.

7. Are return shipping costs covered?

  • If the return is due to a damaged, faulty, or incorrect item, we will cover the return shipping.

  • For all other returns (e.g., size issues or change of mind), return shipping is the Client’s responsibility.

8. Do you offer gift wrapping or gift messages?

Not at this time, but we’re working on offering this feature in the near future.

9. Will I be charged customs duties or import taxes?

Orders shipped outside the European Union may be subject to import taxes or customs duties, depending on the destination country. These fees are not included in the product price or shipping cost and are the Client’s responsibility.

We recommend checking with your local customs authority before placing an order.