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CUSTOMER SUPPORT

GENERAL QUESTIONS

  • In what ways can I communicate with Starbags?

    For general queries you can email us at info@starbags.eu, while for specific enquiries relating to your orders please use orders@starbags.eu and we will answer within 48 hours. If you have a more pressing matter, please call us on +44 203 5141 637 during business hours (8:00 to 17:00 Monday to Friday). Alternatively, you can use the contact form which you can find here, or fax us on +44 203 5141 637.

  • Is there a shop where I can see your merchandise up close?

    No, we don‘t have a shop. Starbags exists only online.

  • Why should I subscribe to your newsletter?

    Subscription (which is free of charge), means you’ll be the first to get our news, see our new “just in” merchandise, take advantage of our offers and have access to any discount codes that may be valid at the time. You can easily unsubscribe by following the link found at the bottom of our newsletter.

  • What are discount codes?

    From time to time we use discount codes that will give you benefits such as free shipping or percentage discounts for rentals, sales or both. These codes will be available through our newsletters and will need to be inserted into the appropriate field when making your order online.

PRODUCT SALES

  • How can I be sure that a product is available for sale?

    Unless marked “SOLD”, all the products that appear on our website are available for sale. If a product you desire is sold, you can follow the link “Email me when available” to register your interest and we will notify you if and when the product becomes available in the future.

  • How can I place an order?

    The easiest and quickest way is to place your order online. After all, it’s what our website was designed for! Alternatively, you can phone in your order or fax us the Order Form on +44 203 5141 637.

  • What payment methods do you accept?

    For handbag rentals (available only in Greece) we accept credit cards (Visa, Mastercard, Diners and American Express), as well as Paypal. For purchases, you can also pay by deposit into a company bank account, or cash on delivery (you pay the courier).

  • Is it safe for me to use my credit card online at Starbags?

    Yes it is. Your credit card and other details are encrypted using the latest 128 bit SSL technology, so that they are safe when transmitted through our systems. We can guarantee that they cannot be intercepted, read or altered in any way during transmission.

  • Do you store my Personal Information?

    Payments on our website are processed and authorised by Eurobank-Ergasias bank or Alpha bank, through their secure encrypted websites with which our shop co-operates. We only keep any personal information which is necessary to complete transactions and any sensitive information is subsequently deleted. The only thing we ask for for security purposes is your ID or passport number in case of a bag rental.

  • Why is my credit card not accepted by your system?

    Please make sure that you have entered your personal and credit card details exactly as asked on the website and try to complete your order again. If the problem persists please get in touch with your credit card provider.

  • Can I add more items to an order I have already placed?

    Of course you can, as long as your order has not been shipped. If this is the case, you may still be charged extra shipping costs, depending on whether the additional items purchased significantly alter the volume or weight of your parcel.

  • Can I change or cancel an order?

    Provided your order has not been sent, you can cancel part or all of it free of charge. Please call Customer Service on +44 203 5141 637 between 8:00 and 17:00 CET Monday to Friday if you wish to amend an order.

  • Can I place an order from abroad?

    You can make purchases from any country in the world and pay by credit card or PayPal.

DELIVERY AND RETURNS

  • Which courier companies do you use and what are the shipping costs?

    All orders are shipped by Registered Post using the Greek Postal Service and are free of shipping charges.

  • How soon will my order arrive?

    Greece Orders
    If your order is placed before 14:00, it will be sent the same day and, in most cases, will be delivered the next working day. All orders placed during weekends will be delivered the following Tuesday. If you have chosen to pay by bank deposit, the amount will have to be credited into the company account within 48 hours of the order being placed. Failure to do that without prior arrangement with us may result in the cancellation of your order.

    EU, Bulgaria, Albania, Cyprus
    Orders to these destinations usually take up to 3 working days to be delivered.

    Rest of the World
    Delivery times will differ according to destination and shipment method.

  • What are the delivery hours?

    Couriers generally deliver from 9:30 till 19:00. You may choose any three hour block between those hours to have your order delivered.

  • What is the return procedure for unwanted items?

    You may return unwanted items within 14 calendar days of delivery, provided that you:
    Do not remove any of the attached tags.
    Include the receipt with the item you wish to return.
    Fill in and include the enclosed Return Form with the item you wish to return.
    Inform us by mail at customercare@starbags.eu that you wish to return an item so that we can make the necessary arrangements with our courier company to pick the item(s) up. Although we generally prefer courier companies we do business with, you are free to use any reputable courier company you wish.
    Please note that you are liable for the return costs.
    The procedure is identical for returns from abroad.

  • Can I return an item from which the tags have been removed if
    it is within the 14 calendar day time limit?

    Sorry, no. We cannot accept items without tags, as it is our only guarantee that they have not been used prior to being returned.

  • I have not removed the tags, but the 14 day limit has passed. Can I return the purchased item?

    Sorry, no. We are very strict on the 14 day calendar rule and it is your responsibility to adhere by it.

  • How soon can I have a refund after I return an item to you?

    It depends on your payment method. If you paid by credit card or PayPal the refund will take between 7 and 10 days from the day we receive the item back and are satisfied that the conditions of return have been met. If you paid by credit card installments, the refund will be effected in installments and will take the same amount of time to be completed. If you paid by bank deposit or cash on delivery, the refund will usually take between 10 and 15 days.

  • What if I want to exchange a purchased and delivered item with another?

    You email us on customercare@starbags.eu and you return the item (see "Return Procedure for Unwanted Items" above).
    In case the item you wish to exchange it with costs more, you will pay us the difference and in case it costs less, we will issue a credit note which you will be able to use in any future purchases from our website.

ITEM PURCHASE POLICY

  • How can I sell my things on your website?

    The procedure is simple. By following the link “SELL” found on our homepage, you will be directed to the Sale Form which you will need to fill in. Once we have read it and determined which, if any, of your items are suitable to be put up for sale on our website, we will get in touch with you to arrange delivery of your items to us. If you live in Athens we can pick them up free of charge, but from anywhere else you will have to send them yourself, preferably by courier and at your own expense. Once we receive them we will send you a detailed email as proof of receipt. A few days later we will make you an offer, which will represent the amount of money you will receive if and when your items are sold through our website. If you agree with our offer, we will put the items up for sale for a minimum of three months. If the items are not sold during this time, we will either return them to you or we will agree on a price reduction. If you decide not to accept our offer, your items will be returned to you.

  • How do you decide which items to accept for sale on your website?

    The first and most important factor is authenticity. We cannot stress enough how important this is to us. Our panel of experts goes over every single item extremely carefully and, if there is even the slightest doubt as to the authenticity of an item, it will be rejected. Items must also be in good condition allowing for normal wear and tear, of a known and popular designer and no more than five years old. Ultimately though, several other factors will influence the final decision which will only be made once we have an item in our hands.

  • So, how does it work?

    If you agree with our offer, we will arrange for our partner carrier, Skynet Worldwide Express, to pick up your goods, free of charge*, for delivery to us.

    *Free shipping applies for shipments from certain countries only.
    Shipping costs from other countries will have to be paid by the sender.

    This can be in the form of a deposit into a bank account of your choice, payment into a PayPal account, or store credit. You can expect to see your items online within 7-10 working days of the date of agreement.

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