FAQ

Due to the global impact of COVID-19 on our customers, we have enhanced our returns policy so all customers now have 28 days from the date of delivery to make a return to qualify for a cash refund and 45 days to qualify for store credit.

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WHAT TYPES OF PAYMENT DO YOU ACCEPT?

We accept Visa, MasterCard, American Express, Apple Pay, Google Pay & Pay Pal. All payments are done on a secure page and we do not store your card details nor share your information with any third parties.

CAN I PAY WITH OTHER CURRENCY?

All our prices are in HKD [$ HONG KONG DOLLARS] but you can pay in any currency. Your Bank will deduct the amount equal to your order-total, all automatically. We have a built in currency converter on the site, but this is a guide only; you need to check with your preferred payment method for the exact rates, as these change.

DO YOU SHIP WORLDWIDE?

All countries we ship to are listed at the point of checkout. If you live in a rural area or remote island; contact us first to make sure we can get your order to you safely.

DO YOU SELL GIFT CARDS?

Yes - these are available in $50, $75, $100, $250 & $500 denominations. These can only be used in the KILLSTAR HK Store at hk.KILLSTAR.com. Buy Gift Cards at hk.killstar.com/products/gift-card 

CAN I CANCEL MY ORDER?

Since we have really fast shipping, we cannot cancel any order once 60 minutes past the order time. Once your order hits our warehouse, it starts getting processed and then ships out to you.

WHERE CAN I TRACK MY ORDER?

Once your order has been dispatched, you will receive a confirmation email with your tracking number (if the service you have selected at checkout is trackable.). 

I HAVE NOT RECEIVED MY ORDER – WHERE IS IT?

Please allow 14 business days for HK orders and 30 business days for international delivery. Please allow these time-frames before contacting us about a missing order.

WHEN WILL I RECEIVE MY PRE-ORDER ITEMS?

Any order which includes pre-order items will ship once all items are available. The estimated ship date for each pre-order item is detailed within the item description on the product page. Orders are shipped by the chosen shipping method selected at checkout.

HOW DO I MAKE A RETURN?

We have a full policy you can read HERE!

HOW DO I MAKE AN EXCHANGE?

We do not offer exchanges for items ordered from our Hong Kong store.

I PURCHASED SOMETHING ON THE UK SITE - CAN I RETURN IT TO THE HK STORE?

No. You can only return any goods to the store you made your original purchase.

HOW DO YOUR SIZES COMPARE TO OTHER BRANDS?

Please see below for approximate size conversion

WOMEN'S STYLE
KILLSTAR UK EUROPE
XS 6 34
S 8 36
M 10 38
L 12 40
XL 14 42
XXL 16 44
3XL  18 / 20 46 / 48
4XL 20 / 22 50 / 52

DO YOU DO CASH REFUNDS?

You will qualify for a cash refund if you have purchased a full price item and returned it within 14 days of receiving it. We only offer store credit on clearance/flash-sale items. We do not refund gift cards.

HOW DO I BECOME A KILLSTAR STOCKIST?

If you are interested in becoming an official KILLSTAR stockist please email merchant@killstar.com to request an application pack. We will get back to you as soon as possible.

WHERE ARE KILLSTAR PRODUCTS MADE?

We aim to be as ethical as possible and all of our products are designed in the UK and manufactured in Asia - not in sweatshops, only in factories we have approved of in person.

You can view more information on ethical sourcing in our terms and conditions in our t&cs.