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FAQs

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1. How do I place an order

- Log in to our website by entering your customer code and password.
- If you are not yet a Star Dust Customer, follow the on-line registration procedure.
- Select the items that you wish to buy and click on “Add to basket”. The items will be automatically placed into the basket.
- Confirm the items in your basket and display the suggested offers & deals. Star Dust proposes many offers & deals, depending on the items in your basket and on the amount that you have reached.
- Select the payment method.
- Select the shipping address or create/change your shipping data.
- Confirm your order. The order will be prepared for shipping. Then, it will be picked up by the courier and delivered to you within …. hours/days.

 

2. May I place an order by telephone?

NO.

 

3. May I place an order by e-mail?

NO.

 

4. How do I find the products that I need?

Select the products from the various lines (Beauty Care, Nutritional Supplements, Make-Up) on the “Products” menu or type a keyword (e.g. “Shampoo”) or an item no. (e.g. “C01”) into the top-right search box.

 

5. How do I add the selected items to the basket?

After selecting the product that you wish to buy, click on “Add to basket”. You will get a window, where you may confirm that the item is to be placed into your basket. If you wish more pieces of the same item, click several times on “Add to basket” until reaching the desired quantity or click on “Basket details” on the right section of the screen to view the selected items, change their quantity or cancel them.

 

6. Is there a minimum order?

The minimum order is equal to € 49.00 + shipping costs (depending on the weight of the goods to be shipped - from € 9.00 upwards link alla Tabella dei costi di spedizione da tradurre). However, placing an order equal to or higher than € 49.00 entitles you to a 50% discount on two additional items (of a minimum value € 25.00) and to free shipping. By paying via PayPal, the amount of the order is directly debited to your credit/debit card (Visa, Visa Electron, MasterCard...). PayPal safeguards and does not disclose your financial information. For each completed transaction, PayPal will send you an e-mail of acknowledgement of payment.

 

7. How do I change an order?

You may add or remove items from your order or change the shipping address only during the buying procedure. You are not allowed to change the order after confirmation. However, you may cancel an order before clicking on “Confirm order” on the Order Summary page.

 

8. How do I cancel an order?

At present, you are not allowed to cancel orders after their confirmation.

 

9. How do I register with the Star Dust Shop?

The registration procedure is very easy:
- Click on Placing an order and select the registration procedure: Star Dust Manager or Star Dust Customer. Depending on your selection, you will get access to the relevant discounts.
- Complete all the fields of the registration form and confirm your registration. The system will automatically transfer you to your personal area of the website and you may begin shopping
- A data summary e-mail will be sent to your e-mail address.

 

10. I am already a Star Dust Customer. I do I access the website?

To access your account, enter your customer code and the password that you have specified when joining the discount plan. If you do not remember your password, follow the on-line “forgot password?” procedure. The system will automatically send the password to the e-mail address that you have specified when joining the discount plan.

 

11. Where do I change my data (e-mail address, postal address, password)?

To manage your data, log in to the website and click on “Account management”. You will get a window (on the left side of the screen) with a menu where you may select the data to be changed and updated.

 

12. I have forgotten my password. What shall I do?

- Click on “forgot password?”.
- Enter your customer code.
- Click on ENTER.
- You will receive an e-mail with a new password.

 

13. Which methods of payment may I choose?

The only method of payment is PayPal (credit/debit card).

 

14. Is the PayPal method of payment secure?

PayPal, a company of the eBay Group, provides a fast and secure payment service. After selecting the PayPal procedure, you will be redirected to the PayPal website, where you may make a secure and guaranteed payment. The amount of the order will be directly credited to your credit/debit card (Visa, Visa Electron, MasterCard…). PayPal safeguards and does not disclose your financial information. For each completed transaction, PayPal will send you an e-mail of acknowledgement of payment.

 

15. What about shipping?

We deliver the goods to the postal address specified in your order. By logging in to the website and entering your personal area, you may manage a list of shipping addresses for your orders. The goods will be delivered from Monday through Friday, excluding national holidays, during regular office hours.

 

16. To which countries do you ship?

All the countries of the European Union.

 

17. How do I track my order?

Once the courier company has picked up the order, we will send you an e-mail with a link to track its status of delivery.

18. What happens if I am not present on the day of delivery?

If nobody is available at the shipping address specified in your order, the courier company will send you an e-mail to inform you of a second delivery attempt on the next day.If the second delivery fails, the courier company will try to contact you to rearrange a new delivery date. If the courier company does not succeed in contacting you in the next 5 days or if the delivery fails again owing to the absence of the recipient, the goods will be returned to us.

 

19. The parcel that I received has signs of damage or tampering. What shall I do?

Contact our Shipping Department This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

 

20. The product that I received is different from the one that I ordered. What shall I do?

If you receive a “wrong” product, contact our Invoicing Department This e-mail address is being protected from spambots. You need JavaScript enabled to view it immediately.

 

21. I wish to return a product from my on-line order. What shall I do?

If you are not satisfied with one or more of the products bought on our website, you may exercise your right to cancel. To do so, you must send a notice of cancellation in writing by registered letter with return receipt within 10 days from receipt of the goods. The registered letter must be sent to: Star Dust Italia S.p.A. - UFFICIO SPEDIZIONI - Via di Tor Sapienza, 211, 00155 Rome, Italy (Re: right to cancel).

 

22. I have problems in viewing your website. How do I solve them?

I have problems in viewing your website. How do I solve them.

 

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