Payment Information

  • 1.What payment methods can I choose?
    • We accept all major payment methods, including VISA, Mastercard, PayPal, Amex, Shop Pay, Apple Pay, Google Pay, Payme and FPS.
  • 2.Do you have cash on delivery (COD) service?
    • Unfortunately, we don't support COD service. Instead, we do have a complete after-sale policy. Please be reassured and enjoy your shopping.
  • 3.Do we have to pay in dollars?
    • The currency on our website is U.S. dollars by default.


Delivery & Shipping

  • 1.How long will it take to process my order and receive my order?
    • Our delivery time includes processing + shipping time. Each product is custom-made and will be shipped within 3 to 7 working days from the order date. The estimated shipping date varies from the shipping method you selected and is provided on the item page. We will do our best to ship your order to you within the expected time frame; however, we cannot guarantee delivery within these estimated dates. Please allow sufficient manufacturing and shipping time when placing an order.
  • 2.How do I change my shipping address?
    • To change your address before an order has shipped, please contact us via Messenger or at info.lostinstardust@gmail.com. Please provide your order number and correct shipping address for us to change for you as soon as possible. If your order is already dispatched to you, unfortunately, we cannot change the shipping address for you from our end. Please find the shipping details and contact Lost In Stardust service team and we will provide solutions for you or if you may pick up the parcel at the original address.
  • 3.How to find a missing package that shows as delivered?
    • Most parcels arrive on time. Occasionally the tracking may show as delivered, but you don't have your parcel. If the tracking for your parcel shows it as delivered, but you haven't received it, please try the following: 1. Please confirm the address you submitted is correct. 2. Look for a notice of attempted delivery. 3. Look around the delivery location for your package. See if someone else in the house accepted the delivery 4. Your parcel may have been left with a neighbor or in a safe place like a porch or garage. 5. Please contact your local post office to check if your package is lost. If so, please ask them for a file document to prove it.
  • 4.What if the order is lost or damaged?
    • Please contact our customer service team and provide your order number. We will be happy to assist you.


Order Details

  • 1.Where is my order? How can I track it?
    • Once your order has been shipped, an email including your tracking number will be sent to you. You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that the courier services do take some time to update the status of the order. If you have any questions about your delivery or you need to update your details, please contact us.
  • 2.How to change or cancel the order after submitting the order?
    • Production of your personalized item will begin immediately after we processed your order. Please contact our customer service immediately via Messenger or drop us an email at info.lostinstardust@gmail.com. We will stop the order if it is still possible. If your request of change or cancel order is already in production, unfortunately we will not be able to change or cancel your order. However, please contact our customer service team, who will do their best to accommodate your request.
  • 3.How can I change my inscription?
    • If you have already placed your order, but you selected the wrong product or want to change the personalization details, please contact our customer service team immediately. We are happy to assist you. Within 24 hours from order placed: All you need to do is just contact us with the revised inscription. We will assist you to modify your inscription immediately, free of charge. 


Received Item Issues

  • 1.I received my item, but it did not look like what I expected?
    • We are sorry to hear that your order is not to your taste. We are happy to offer you to exchange the item for another same-priced product, but first, please provide us with some clear item photos to make sure the item matches our quality standards and that the customized details are the same as your order. When contacting us, please make sure your message includes the following details so that we can assist you in the best possible way: 1. Order number 2. Some clear photos of the item received 3. Feedback on the item 4. Link of the product that you would like to exchange.
  • 2.I'm missing an item from my order, what should I do?
    • We're sorry to hear that an item is missing!! Please check your order details on your order confirmation to ensure that the details are correct and as you ordered. We may have sent your items in separate parcels, so please check your orders to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to ensure you're not missing anything. If an item is missing, please contact our customer service team with your order number, the missing item's name, and a link to the item page if you have it. We will resolve this issue for you as quickly as we can.
  • 3.I received an incorrect item, what should I do?
    • We are sorry to hear that your order is faulty! If this occurs, we will do our best to sort this out right away. Please check your order details to ensure that the order was placed correctly with your chosen personalization. If the mistake is ours, we are happy to rectify our mistake and offer a free replacement item for you. We will assist you with any issues, please don’t hesitate to contact our customer service team and include Your Order Number, photos of the incorrect item. Please help to explain how the item was supposed to look like. Rest assured that we will resolve this issue for you as quickly as we can.


Return & Refund

  • 1.Return policy (30 Days Return)
    • If you are unsatisfied with your product when you receive the product, don't hesitate to contact our customer service team at info.lostinstardust@gmail.com. We would be happy to exchange it for another product of the same price according to our 30 days of Return Policy. Your original item needs to be returned so that we can arrange a new production. Please provide us with the Tracking Number and Receipt of your return parcels. If the new item you have chosen has a different price to your original item, you will be sent either a Price Difference order or a refund, whichever is appropriate. Please get in touch with us if you are not satisfied with the solution provided. Our customer service will assist you with alternative options.
  • 2.How long will it take to process the refund?
    • It usually takes around 3-5 business days for our team to process the refund. Please check your account a few days later after it is initiated. Thank you for your patience.
  • 3.Will you refund to my original account or another account?
    • The refund will be returned to the original account you used to pay for the order.