FAQ

Frequently Asked Questions

Orders and Shipping

How much is shipping?
Standard shipping is free on all orders to Spain, with no minimum purchase amount. The price you see at checkout is the final price.

How long will my order take to arrive?
The total time is usually 5 to 11 business days: 1 to 3 days to prepare your order and 3 to 8 days for delivery. These timeframes are estimates and may vary depending on your area (urban or rural), customs procedures, or seasonal delays by the shipping companies.

How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number and a link to check the status of your package. It may take 24 to 48 hours for the information to update. You can also check it on the "Order Tracking" page, in the top menu of the website.

Will I have to pay customs duties or taxes when I receive the package?
No. We take care of the tariffs, VAT, and clearance fees. You will not be asked for any additional payment upon delivery. The package label may indicate an international origin, which is common in our direct sales model.

Where do you ship to?
We ship to residential and business addresses in Spain. We do not ship to PO boxes, freight forwarders, package forwarding services, or addresses outside of Spain.

My order hasn't arrived, what should I do?
If more than 15 business days have passed, write to us at support@estrellaropa.es. We will check with the shipping company and respond within 24 hours.

I entered the wrong address, can I change it?
Once the package has been shipped, it cannot be redirected. Please check your address carefully before completing the purchase. If it has not yet been shipped, write to us as soon as possible.

Payments

What payment methods do you accept?
We accept VISA, Mastercard [ADD OTHER PAYMENT METHODS HERE, FOR EXAMPLE PAYPAL].

Can I use a discount code?
Yes. Enter the code on the checkout page. Only one code can be used per order.

Cancellations

Can I cancel my order?
Yes, if you notify us within 24 hours of the purchase by writing to support@estrellaropa.es. After that time, the order may already be in preparation. In that case, wait to receive it and return it.

Returns and Refunds

How long do I have to return a product?
You have 30 days from delivery. In addition, as a consumer, you have the legal right to withdraw from your purchase within 14 calendar days without justification.

How do I make a return?
Write to us at support@estrellaropa.es indicating your order number and the product you want to return. We will provide you with the instructions and return address. Please do not send anything without first registering the return and include the tracking number of the shipment.

Who pays the return shipping costs?
If you return the product because you made a mistake, it doesn't fit, or you no longer want it, the return shipping costs are borne by the customer. If the product is defective, arrived damaged, or we sent you another one by mistake, the return is free.

What condition must the product be in?
Unused, in the same condition you received it, with the tags intact and, if possible, in its original packaging.

When will I receive my refund?
Once the product has been received and inspected, we will refund the amount using the same payment method you used for the purchase.

Can I exchange a product for another?
We do not offer exchanges. We recommend returning the product and placing a new order with the item you prefer.

Problems with my order

My product arrived damaged or defective, what should I do?
Write to us as soon as possible at support@estrellaropa.es with your order number, which item is affected, a description of the problem, and a photo of the product and the packaging. We recommend doing so within the first 7 days after delivery. You can choose between a free replacement or a refund, and in most cases, you will not have to return the product to us.

I received the wrong item.
Write to us at support@estrellaropa.es with your order number, the name of the item you ordered, the name of the item you received, and a photo of the latter.

Do I have a warranty?
Yes. You have a legal warranty of 3 years for products that are not compliant with what was ordered.

Contact

How can I contact you?
Write to us at support@estrellaropa.es. We respond within a maximum of 24 hours.