FAQ

ORDERS 

Placing Orders

Orders are placed via our website. Should you have an issue placing an order, you can reach out to our friendly Customer Service Team.

Will I receive a confirmation after placing an order?

A confirmation email will be sent to you within 24 hours after placing an order to confirm that we have received your order.

How can I be notified of the latest discounts and promotions?

The fastest way to receive the latest updates from us is to subscribe to our newsletter. You will receive a PROMO CODE via the email you have registered with us.

Can I still change or cancel my order, after the order is confirmed?

Your order is final once it has been processed and you have received an invoice of your order via email. However, if you have realised an error in your order (eg. design, size or colour), please contact our Customer Service Team within 24 hours and we will try our best to assist you accordingly.

If I have received an incorrect/defective item in my order. What should i do now?

You can return your item to us for a full refund. Returns must be done within 10 working days upon receiving it. Item returned must be unused, with tags on if any, in original packaging. Please kindly contact our Customer Service Team should you need to return your items. We will contact you personally to arrange our courier representative to arrange a pick up from you. Once we have received your item in its original condition and packaging, we will contact you personally for your full refund.

Returns Checklist

  • Is item within 10 days of receipt?
  • Are the tags still intact on the items?
  • Are the items in the same condition as when it was received?
  • Is the item still in its original brand packaging e.g. shoe box?

All items will be inspected upon return, so make sure it’s packed up properly so that it won’t get damaged on the way! You can re-use the mailer bag in which you received the parcel or any other box or wrapper that ensures the returned items are properly secured during the shipping process.

What if the item that you have ordered runs out of stock?

If the item you have ordered is out of stock, we will contact you immediately via email to notify you and thereafter contact you personally for your full refund.

If I have received an incorrect item in my order. What should I do now?

Please kindly contact our Customer Service Team.

Do indicate the following information as below:

  • Your order number
  • The matter of the issue e.g. incorrect/missing/defective item
  • The serial number found on the product tag or packaging
  • Pictures, if applicable

Can I reserve an item?

At the moment, this service is not available. Payment must be made as soon as possible to secure the items you wanted.

Can I get a price adjustment after I have placed my order for items that have changed in price?

At StarAveline, we does not honor price adjustments. Being that we are a discount website, our shoes are already sold at a discounted retail price. From time to time, the prices on StarAveline will change for special promotions or sales that may be occurring or products may move to clearance prices. If an order has been placed on an item that later becomes a part of one of these promotions, sales, or becomes a clearance item, StarAveline will not honor the new price once an order has been placed or processed.

SHIPPING & DELIVERY

At StarAveline, we aim to keep shipping as fuss-free as possible. More importantly, we understand that getting your items quickly is important to you, so we make every effort to process and deliver your orders as soon as we can.

Do you ship internationally?

No, we do not ship internationally at the moment.

Do you offer free shipping?

Free shipping applies within Singapore. We reserve the right to change or discontinue free shipping policy at any time.

Delivery information (Applicable for ready stock items)

ORDERS PLACEDDELIVERYTIME
Monday - Friday, before 6pmDelivery estimate of 14 working days commences on the same working day the order is made.

1 to 2 days prior to your delivery, a SMS notification will be sent to your mobile to inform you of the courier representative we are using, the delivery date and timing.
Orders will be despatched out between Monday – Friday.
Monday - Friday, after 6pm
Saturday and Sunday

Delivery information (Applicable for back-order items)

DELIVERYTIME
Estimated arrival of item is 4 to 6 weeks, commences on the same working day the order is made.

When item has arrived, we will notify you and process it promptly for delivery.
1 to 2 days prior to your delivery date, a SMS notification will be sent to your mobile to inform you of the courier representative we are using, the exact delivery date and timing.
Orders will be despatched out between Monday – Friday.

Weekends delivery can be arranged prior advanced notice. You can drop us an email at to inform us after your order is placed and we will do the necessary arrangement to ensure your request is dutifully met.

What if I am not at home when my package arrives?

In such an event, our courier representative will contact you personally for a re-delivery.

Are there any areas that StarAveline does not deliver to?

We aim to deliver as many places as possible as we understand that it adds convenience of shopping with us at StarAveline. However, unfortunately, due to restrictions and limitations by certain institutions and organization, we regret to inform you that we are not able to make deliveries to the following areas:

  • Jurong Island
  • Tuas Link
  • Changi Cargo
  • Country Clubs
  • Army Camps
  • Seletar Aerospace
  • Off-shore Islands such as Pulau Ubin
  • Turf Club Avenue
  • Resorts World at Sentosa
  • Singapore Prison Quarters
  • Airbase sites
  • SATS Inflight Catering Centre 1
  • ST Kinetics
  • Shipyards
  • Powergrid
  • Airport Boulevard, and all airport areas including areas within Changi Airport and Seletar Airport
  • Hospitals

For a detailed list of No-Go zones and their respective postal codes, please refer to this link ~ http://sg.ta-q-bin.com/common/pdf/NoGoZone.pdf

Should you work at the above locations, we strongly encourage you to set your shipping address to a location where our drivers can deliver to, such as your home address.

Will i have to sign for my package?

Yes. There will be a proof of delivery document for you, or the authorised/intended recipient to sign upon the delivery of the parcel.

My items have yet to arrive. What should i do?

Normally, you should receive your item within 14 working days for ready stock items. In the event like this happens, do drop us an email HERE with your Order ID and shipping address so that we can assist you in anyway we can with our courier representative.

Alternatively, you are also encouraged to contact our courier representative (TAQBIN SINGAPORE) at 1800-2255-888 or http://sg.ta-q-bin.com to track and check on the status of your item should there been a delay or a no show.  In this way, you can be informed of the status of your item promptly.

RETURNS & REFUNDS POLICY

At this juncture, we only allow exchanges and refund on defective or wrong items in terms of designs, colours and sizes sent to you.

PAYMENT & PRICING INFORMATION

What currency are the prices displayed in?

All prices are stated in Singapore Dollars (SGD).

Do you accept international credit cards?

Yes we do.

What forms of payment do you accept?

We offer a number of payment methods:

  • Credit Cards: Simply opt to pay via Paypal at check-out to save you any hassle. We accept Visa (include Visa   Electron), MasterCard, Maestro and American Express.
  • Paypal: The go-to payment platform for online shopping.
  • Bank Transfers: Make your payment directly into our bank account. Please use your Order ID as the payment reference. Your order won’t be shipped until the funds have cleared in our account.
    Customers are required to submit and upload a screenshot of payment transaction together with its transaction reference number and interbank nick they have used once they have made the necessary payment for their orders. Items will only be reserved for 24 hours for customers who are using this channel to place orders.POSB: 119-465-397

What happens if i need to amend my order in the midst of making payment at my bank’s payment authentication page?

Depending on the banking institution, you might be required to abort payment and return to StarAveline’s check-out page to amend your order. Rest assured that an order is only confirmed when you receive an Order Confirmation email from us.

What is Paypal?

PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.

How do I sign up for PayPal?

You can sign up for a PayPal account HERE.

How do i use a paypal payment option?

Existing PayPal users who would like to use PayPal payment method when placing an order can click on the “Checkout with PayPal” button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the “Checkout with PayPal” option when they get back to the website.

How do I make payment using direct bank transfer?

Use the ORDER ID indicated on the invoice and key it in under ‘Name of Payee’ when making a direct transfer via your respective internet banking services. (Please kindly see the screenshot below and follow the instructions to locate the ORDER ID on the invoice sent to you via email and use it as “Name of Payee”.)

payment-orderid

How is billing done for Paypal?

Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. For more information, please refer HERE.

What do I do if I have questions about my Paypal account?

You may contact PayPal customer service HERE for support.

When are funds transferred out of my paypal account for my order?

PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service.

STARAVELINE REWARD POINT

At StarAveline, we appreciate every customer and want to thank you for your continual support with our Reward Point system.

How do I earn StarAveline reward points?

You can earn and accumulate the Rewards points by making qualifying purchases at Starave.sg.
For every $1 spent on NETT PRICED products, members earn 1 point.
Every 100 points earned = S$5

Payment made using Promotional Code, Vouchers are not entitled to any award or accumulation of Reward points.

Is there a minimum spending to earn the reward points?

There is no minimum spending required so as long purchases made are on NETT PRICED products.

What happens to my rewards points if i return the good for refund?

In such instances, Rewards points earned on the purchase of the goods shall be debited from your account accordingly.

It has been a while since my last transaction and yet my reward points are not updated in my account. what do I do?

Please kindly contact our Customer Service team HERE to assist you.

CONTACT US

If you’re unable to find your answers there, we’re always happy to take your questions.

You can easily reach us at HERE.