charactersstar strives to ensure that our customers are 100% satisfied with their purchase; however, we understand that there may be a need to request a return or exchange.
We accept order cancellation before the product is shipped or produced（Normally orders will ship within 2-3 business days of processing payment）. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out.
Returns (if applicable)
We accept the return of products. Customers have the right to apply for a return within 30 days after the receipt of the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
If we sent the wrong order or item(s), you received any broken items, the personalized info is different from what you provided to charactersstar.com, please notify us immediately via e-mails (firstname.lastname@example.org) and you will receive either a refund of your purchase or an exchange within 15 days.
Note: If there is no quality problem with the returned items, we will not be responsible for the shipping cost of the returned package.
Products returned due to discrepancies in the description will not charge any fees to consumers.
All costs (including freight, etc.) caused by quality problems are borne by us.
Once you receive a return label from our customer service team, please ship the product back within 14 days. If the customer ships the product back within 14 days in good condition, Customers only need to pay the return shipping fee. We will refund the full payment.
If the customer ships the product back 14 to 30 days after receiving the return label, or if the returned item is missing accessories/has sustained cosmetic damage, they will be charged a restocking fee (15% of the product’s original price). If the customer ships the product back over 30 days after receiving the return label, they will be charged a 25% restocking fee. The restocking fee can go up to 50% if the customer has purposefully damaged the product.
If you received a free item or a gift with purchase, you can either return it with the package or keep it. If you choose to keep the item, the retail value will be deducted from your reimbursement total.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within 5 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at email@example.com.
Please contact our Customer service at firstname.lastname@example.org or call us on
+1 (563) 639-9034 to get the return label.
Return address: 8468 MARSH CREEK RD WOODBURY 55125 MN USA.