{"id":36503,"date":"2026-08-13T16:30:07","date_gmt":"2026-08-13T08:30:07","guid":{"rendered":"https:\/\/store.fashionstar.com.hk\/service\/"},"modified":"2026-08-25T10:49:28","modified_gmt":"2026-08-25T02:49:28","slug":"service","status":"publish","type":"page","link":"https:\/\/fashionstar.com.hk\/store\/service\/","title":{"rendered":"Service"},"content":{"rendered":"\n<div id=\"fs-store-service\" class=\"fs-service\" data-fs-service>\n  <section class=\"fs-service__intro\" aria-labelledby=\"fs-service-intro-title\">\n    <span class=\"fs-service__eyebrow\">Store Support<\/span>\n    <h1 id=\"fs-service-intro-title\">Order, payment, return and warranty support<\/h1>\n    <p>Find clear information about orders, international shipping, payments, returns, and warranty support for products purchased from Fashion Star Store.<\/p>\n    <p class=\"fs-service__intro-note\">For faster assistance, include your order number, product model, and a brief description of your request when contacting us.<\/p>\n  <\/section>\n\n  <div class=\"fs-service__actions\">\n    <a class=\"fs-service__action-btn fs-service__action-btn--secondary\" href=\"https:\/\/fashionstar.com.hk\/store\/my-account\/orders\/\"><span>Order Status<\/span><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2.2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M5 12h14\"\/><path d=\"m12 5 7 7-7 7\"\/><\/svg><\/a>\n    <a class=\"fs-service__action-btn fs-service__action-btn--secondary\" href=\"https:\/\/fashionstar.com.hk\/store\/service\/order\/\"><span>Contact Support<\/span><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2.2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M5 12h14\"\/><path d=\"m12 5 7 7-7 7\"\/><\/svg><\/a>\n  <\/div>\n\n  <div class=\"fs-service__layout\">\n    <nav class=\"fs-service__tabs\" aria-label=\"Service categories\" role=\"tablist\">\n      <button class=\"fs-service__tab is-active\" type=\"button\" role=\"tab\" id=\"fs-tab-orders\" aria-controls=\"orders-shipping\" aria-selected=\"true\" data-tab=\"orders-shipping\">\n        <span class=\"fs-service__tab-icon\" aria-hidden=\"true\">\ud83d\udce6<\/span>\n        <span class=\"fs-service__tab-text\">Orders &amp; Shipping<\/span>\n      <\/button>\n      <button class=\"fs-service__tab\" type=\"button\" role=\"tab\" id=\"fs-tab-payments\" aria-controls=\"payments\" aria-selected=\"false\" tabindex=\"-1\" data-tab=\"payments\">\n        <span class=\"fs-service__tab-icon\" aria-hidden=\"true\">\ud83d\udcb3<\/span>\n        <span class=\"fs-service__tab-text\">Payments<\/span>\n      <\/button>\n      <button class=\"fs-service__tab\" type=\"button\" role=\"tab\" id=\"fs-tab-returns\" aria-controls=\"returns-warranty\" aria-selected=\"false\" tabindex=\"-1\" data-tab=\"returns-warranty\">\n        <span class=\"fs-service__tab-icon\" aria-hidden=\"true\">\ud83d\udee1\ufe0f<\/span>\n        <span class=\"fs-service__tab-text\">Returns &amp; Warranty<\/span>\n      <\/button>\n    <\/nav>\n\n    <div class=\"fs-service__panels\">\n      <section class=\"fs-service__panel is-active\" id=\"orders-shipping\" role=\"tabpanel\" aria-labelledby=\"fs-tab-orders\">\n        <header class=\"fs-service__panel-head\">\n          <span class=\"fs-service__kicker\">International fulfillment<\/span>\n          <h2>Orders &amp; Shipping<\/h2>\n          <p>We ship robotics hardware to customers worldwide. Available methods, delivery estimates, and charges depend on the destination, package weight, product availability, and carrier service selected at checkout.<\/p>\n        <\/header>\n\n        <div class=\"fs-service__grid fs-service__grid--two\">\n          <article class=\"fs-service__card\">\n            <span class=\"fs-service__card-icon\" aria-hidden=\"true\"><svg viewBox=\"0 0 24 24\"><path d=\"M9 11l3 3L22 4\"\/><path d=\"M21 12v7a2 2 0 0 1-2 2H5a2 2 0 0 1-2-2V5a2 2 0 0 1 2-2h11\"\/><\/svg><\/span>\n            <h3>Before You Order<\/h3>\n            <p>Review the product model, quantity, shipping address, contact details, and selected delivery method before checkout. Enter international shipping addresses accurately in English where required by the carrier.<\/p>\n            <p>For bulk quantities, quotations, special documentation, or delivery coordination, contact us before ordering.<\/p>\n          <\/article>\n          <article class=\"fs-service__card\">\n            <span class=\"fs-service__card-icon\" aria-hidden=\"true\"><svg viewBox=\"0 0 24 24\"><circle cx=\"12\" cy=\"12\" r=\"9\"\/><path d=\"M12 7v5l3 2\"\/><\/svg><\/span>\n            <h3>Changes &amp; Cancellations<\/h3>\n            <p>Contact us as soon as possible if you need to change or cancel an order. Changes cannot be guaranteed after an order enters processing or has been handed to the carrier.<\/p>\n          <\/article>\n        <\/div>\n\n        <section class=\"fs-service__section\">\n          <h3>Order Process<\/h3>\n          <div class=\"fs-service__steps\">\n            <div class=\"fs-service__step\"><span>1<\/span><strong>Order received<\/strong><p>We have received your order and payment information.<\/p><\/div>\n            <div class=\"fs-service__step\"><span>2<\/span><strong>Processing<\/strong><p>Payment and availability are confirmed while the order is prepared.<\/p><\/div>\n            <div class=\"fs-service__step\"><span>3<\/span><strong>Shipped<\/strong><p>The parcel has been handed to the carrier and tracking is sent when available.<\/p><\/div>\n            <div class=\"fs-service__step\"><span>4<\/span><strong>Completed<\/strong><p>The order has been delivered or otherwise completed in our store system.<\/p><\/div>\n          <\/div>\n          <p class=\"fs-service__notice\">Processing may take longer on weekends or public holidays, or for bulk quantities, back-ordered products, and orders requiring additional verification.<\/p>\n        <\/section>\n\n        <div class=\"fs-service__grid fs-service__grid--two\">\n          <article class=\"fs-service__card\">\n            <h3>International Shipping<\/h3>\n            <p>Shipping options shown at checkout depend on the destination and products in your cart. Delivery estimates are provided by carriers and exclude order processing, customs inspection, public holidays, and delays outside our reasonable control.<\/p>\n            <p>Some products or destinations may be subject to carrier, customs, import, or export restrictions. If we cannot ship an order as submitted, we will contact you.<\/p>\n          <\/article>\n          <article class=\"fs-service__card\">\n            <h3>Customs, Duties &amp; Taxes<\/h3>\n            <p>Unless checkout or a written quotation expressly states that duties and taxes are prepaid, the recipient is responsible for import duties, VAT, GST, customs clearance charges, brokerage fees, and other destination-country charges.<\/p>\n            <p>Customs authorities and carriers determine these charges. Fashion Star Store cannot guarantee their amount or processing time.<\/p>\n          <\/article>\n          <article class=\"fs-service__card\">\n            <h3>Tracking &amp; Delivery<\/h3>\n            <p>When tracking is available, it is sent by email after dispatch. Tracking data may take time to appear in the carrier&#8217;s system.<\/p>\n            <p>Inspect the parcel promptly. For visible damage, retain the packaging and shipping label and contact us with photographs of the parcel and product.<\/p>\n          <\/article>\n        <\/div>\n\n        <section class=\"fs-service__faq\" aria-labelledby=\"orders-faq-title\">\n          <h3 id=\"orders-faq-title\">Orders &amp; Shipping FAQ<\/h3>\n          <details><summary>How can I track my order?<\/summary><div>Use the tracking link in your shipping confirmation email. If tracking has not updated after the carrier&#8217;s normal activation period, contact us with your order number.<\/div><\/details>\n          <details><summary>Can I change my shipping address?<\/summary><div>Contact us immediately. We can only change an address before the order enters processing, and address changes cannot be guaranteed.<\/div><\/details>\n          <details><summary>Why does shipping cost vary between countries?<\/summary><div>Shipping charges depend on destination, package size and weight, carrier service, and product-specific handling requirements. Available methods and charges are displayed at checkout.<\/div><\/details>\n          <details><summary>Are customs duties included?<\/summary><div>Only when expressly stated at checkout or in a written quotation. Otherwise, import duties, taxes, and clearance charges are the recipient&#8217;s responsibility.<\/div><\/details>\n          <details><summary>What should I do if my parcel is damaged or missing?<\/summary><div>Contact us promptly with your order number, tracking number, photographs, and a description of the issue. Keep all packaging while the carrier investigation is in progress.<\/div><\/details>\n        <\/section>\n\n      <\/section>\n\n      <section class=\"fs-service__panel\" id=\"payments\" role=\"tabpanel\" aria-labelledby=\"fs-tab-payments\" hidden>\n        <header class=\"fs-service__panel-head\">\n          <span class=\"fs-service__kicker\">Secure checkout<\/span>\n          <h2>Payments<\/h2>\n          <p>Fashion Star Store uses established payment providers to process online transactions securely. Available payment options are displayed during checkout.<\/p>\n        <\/header>\n\n        <div class=\"fs-service__grid fs-service__grid--two\">\n          <article class=\"fs-service__card\">\n            <span class=\"fs-service__card-icon\" aria-hidden=\"true\"><svg viewBox=\"0 0 24 24\"><rect x=\"2\" y=\"5\" width=\"20\" height=\"14\" rx=\"2\"\/><path d=\"M2 10h20M6 15h4\"\/><\/svg><\/span>\n            <h3>Accepted Payment Methods<\/h3>\n            <p>PayPal and credit &amp; debit cards are both available at checkout. Card payments are processed as a standalone payment method \u2014 no PayPal account is required.<\/p>\n          <\/article>\n          <article class=\"fs-service__card\">\n            <span class=\"fs-service__card-icon\" aria-hidden=\"true\"><svg viewBox=\"0 0 24 24\"><path d=\"M12 22s8-4 8-10V5l-8-3-8 3v7c0 6 8 10 8 10Z\"\/><path d=\"m9 12 2 2 4-4\"\/><\/svg><\/span>\n            <h3>Payment Security<\/h3>\n            <p>Payment information is processed securely over encrypted connections. Fashion Star Store does not store your complete card number or PayPal credentials.<\/p>\n          <\/article>\n          <article class=\"fs-service__card\">\n            <h3>Currency &amp; Conversion<\/h3>\n            <p>Product prices and order totals are displayed in the store currency shown at checkout. If your payment account uses another currency, your provider may apply its own exchange rate and conversion fee.<\/p>\n          <\/article>\n          <article class=\"fs-service__card\">\n            <h3>Payment Confirmation<\/h3>\n            <p>After successful checkout, an order confirmation is sent to the email address supplied with the order. If you do not receive it, check your spam folder and verify the email address entered at checkout.<\/p>\n          <\/article>\n          <article class=\"fs-service__card\">\n            <h3>B2B &amp; Bulk Orders<\/h3>\n            <p>Business customers requiring a quotation, bulk-order confirmation, commercial documentation, or other purchasing arrangements should contact us before ordering. Availability and payment terms are confirmed case by case.<\/p>\n          <\/article>\n        <\/div>\n\n        <section class=\"fs-service__faq\" aria-labelledby=\"payments-faq-title\">\n          <h3 id=\"payments-faq-title\">Payment FAQ<\/h3>\n          <details><summary>Why was my payment declined?<\/summary><div>A payment may be declined because of issuer restrictions, incorrect billing details, insufficient funds, security checks, or regional limitations. Contact your payment provider or try another option displayed at checkout.<\/div><\/details>\n          <details><summary>Can I pay by card without a PayPal account?<\/summary><div>Yes. Credit and debit cards are accepted as a standalone payment method at checkout. A PayPal account is not required \u2014 you can enter your card details directly. A PayPal account is only needed if you choose PayPal as your payment method.<\/div><\/details>\n          <details><summary>When will I receive confirmation?<\/summary><div>An order confirmation is normally generated after checkout is completed successfully. Payment reviews or authorization checks may delay confirmation.<\/div><\/details>\n          <details><summary>Can I receive an invoice?<\/summary><div>Order documentation is provided using the information submitted at checkout. Business customers with special invoice requirements should contact us before ordering.<\/div><\/details>\n          <details><summary>Is currency conversion controlled by Fashion Star Store?<\/summary><div>No. Exchange rates and foreign transaction fees are determined by your bank, card issuer, or payment provider.<\/div><\/details>\n        <\/section>\n\n      <\/section>\n\n      <section class=\"fs-service__panel\" id=\"returns-warranty\" role=\"tabpanel\" aria-labelledby=\"fs-tab-returns\" hidden>\n        <header class=\"fs-service__panel-head\">\n          <span class=\"fs-service__kicker\">After-sales support<\/span>\n          <h2>Returns &amp; Warranty<\/h2>\n          <p>This policy explains the conditions for non-defective returns, damaged or defective products, and our 12-month limited warranty.<\/p>\n        <\/header>\n\n        <article class=\"fs-service__policy-highlight\">\n          <div><strong>30 days<\/strong><span>Non-defective return request<\/span><\/div>\n          <div><strong>7 days<\/strong><span>Report damage, defects, or an incorrect item<\/span><\/div>\n          <div><strong>12 months<\/strong><span>Limited product warranty<\/span><\/div>\n          <div><strong>5\u201310 days<\/strong><span>Approved refund processing after inspection<\/span><\/div>\n        <\/article>\n\n        <section class=\"fs-service__section\">\n          <h3>30-Day Returns for Non-Defective Products<\/h3>\n          <p>You may request a return within 30 days after receiving your order if the product is no longer required, the wrong model was ordered, or it does not meet your expectations for reasons unrelated to product quality.<\/p>\n          <p>To qualify, the product must:<\/p>\n          <ul class=\"fs-service__checklist\">\n            <li>Be unused, uninstalled, and unmodified;<\/li>\n            <li>Be complete with all accessories and components;<\/li>\n            <li>Be free from damage or visible signs of use;<\/li>\n            <li>Be returned in its original packaging; and<\/li>\n            <li>Remain in a condition suitable for resale.<\/li>\n          <\/ul>\n          <div class=\"fs-service__notice\"><strong>Return costs and deductions<\/strong><br>Customers are responsible for return shipping. Where applicable, the refund may be reduced by original shipping charges and payment-processing fees charged by PayPal, a card provider, or another provider that cannot be recovered by Fashion Star Store.<\/div>\n          <p>After the returned product is received and inspected, an approved refund will be issued to the original payment method within 5\u201310 business days. Additional processing time imposed by the payment provider or financial institution may apply.<\/p>\n        <\/section>\n\n        <section class=\"fs-service__section\">\n          <h3>Defective, Damaged, or Incorrect Products<\/h3>\n          <p>If a product has a suspected manufacturing defect, was damaged in transit, or is different from the product ordered, contact us within seven days after receiving the shipment.<\/p>\n          <div class=\"fs-service__grid fs-service__grid--two\">\n            <article class=\"fs-service__card\"><h4>Please provide<\/h4><ul><li>Order number;<\/li><li>Product model and affected quantity;<\/li><li>Clear description of the issue;<\/li><li>Photographs or video showing the issue; and<\/li><li>Parcel, shipping label, and packaging photos for transit damage.<\/li><\/ul><\/article>\n            <article class=\"fs-service__card\"><h4>Available resolutions<\/h4><ul><li>Replacement parts;<\/li><li>Product replacement;<\/li><li>Repair service;<\/li><li>Full refund; or<\/li><li>Partial refund.<\/li><\/ul><\/article>\n          <\/div>\n          <p>Fashion Star Store will cover reasonable shipping costs resulting from a confirmed product defect, transit damage, or incorrect shipment. Contact us before returning any product and follow the provided instructions.<\/p>\n        <\/section>\n\n        <section class=\"fs-service__section\">\n          <h3>12-Month Limited Warranty<\/h3>\n          <p>All products purchased from Fashion Star Store are covered by a 12-month limited warranty beginning on the date of delivery.<\/p>\n          <div class=\"fs-service__grid fs-service__grid--two\">\n            <article class=\"fs-service__card\"><h4>The warranty covers<\/h4><ul class=\"fs-service__checklist\"><li>Defects in manufacturing workmanship;<\/li><li>Defects in materials; and<\/li><li>Hardware failures under normal use within published specifications.<\/li><\/ul><\/article>\n            <article class=\"fs-service__card\"><h4>Available remedies<\/h4><p>For an eligible claim, we may provide technical troubleshooting, replacement parts, repair, or replacement. The remedy is determined by the issue and technical assessment.<\/p><\/article>\n          <\/div>\n        <\/section>\n\n        <section class=\"fs-service__section\">\n          <h3>Warranty Exclusions<\/h3>\n          <ul class=\"fs-service__exclusions\">\n            <li>Incorrect wiring, reverse polarity, overvoltage, overcurrent, or other improper electrical operation;<\/li>\n            <li>Overloading or operation outside published specifications;<\/li>\n            <li>Dropping, impact, liquid exposure on non-waterproof products, or other accidental or human-caused damage;<\/li>\n            <li>Unauthorized disassembly, modification, or repair; and<\/li>\n            <li>Normal wear and consumable components.<\/li>\n          <\/ul>\n        <\/section>\n\n        <section class=\"fs-service__section\">\n          <h3>Products Not Eligible for 30-Day Returns<\/h3>\n          <p>Custom-made products, specially ordered products, and products expressly marked as non-returnable are not eligible for the 30-day non-defective return policy.<\/p>\n          <p>This exclusion does not remove applicable rights relating to verified manufacturing defects or other rights that cannot legally be excluded.<\/p>\n        <\/section>\n\n        <section class=\"fs-service__section\">\n          <h3>Inspection &amp; Final Review<\/h3>\n          <p>All returned products are subject to inspection and final approval by Fashion Star Store. If a product does not meet the applicable return conditions, we may reject the refund or make a reasonable deduction based on its actual condition, to the extent permitted by applicable law.<\/p>\n        <\/section>\n\n        <section class=\"fs-service__section\">\n          <h3>Return &amp; Warranty Process<\/h3>\n          <div class=\"fs-service__steps fs-service__steps--five\">\n            <div class=\"fs-service__step\"><span>1<\/span><strong>Contact support<\/strong><p>Submit your order and product details.<\/p><\/div>\n            <div class=\"fs-service__step\"><span>2<\/span><strong>Provide evidence<\/strong><p>Add photographs, video, and issue details.<\/p><\/div>\n            <div class=\"fs-service__step\"><span>3<\/span><strong>Review<\/strong><p>We assess eligibility and technical information.<\/p><\/div>\n            <div class=\"fs-service__step\"><span>4<\/span><strong>Inspection<\/strong><p>Return the product only when instructed.<\/p><\/div>\n            <div class=\"fs-service__step\"><span>5<\/span><strong>Resolution<\/strong><p>Repair, replacement, parts, or refund.<\/p><\/div>\n          <\/div>\n        <\/section>\n\n        <section class=\"fs-service__faq\" aria-labelledby=\"returns-faq-title\">\n          <h3 id=\"returns-faq-title\">Returns &amp; Warranty FAQ<\/h3>\n          <details><summary>Can I return a product because I ordered the wrong model?<\/summary><div>Yes. Request the return within 30 days after delivery. The product must be unused, uninstalled, unmodified, complete, undamaged, in its original packaging, and suitable for resale. You are responsible for return shipping and applicable non-refundable charges.<\/div><\/details>\n          <details><summary>Are original shipping charges refundable?<\/summary><div>For a non-defective return, original shipping charges are not refundable. Payment-processing fees that cannot be recovered from the provider may also be deducted.<\/div><\/details>\n          <details><summary>When will I receive my refund?<\/summary><div>After the returned product is received and inspected, an approved refund is issued to the original payment method within 5\u201310 business days. The payment provider may require additional time to credit the funds.<\/div><\/details>\n          <details><summary>What should I do if my order arrives damaged or incorrect?<\/summary><div>Contact us within seven days after delivery. Include your order number, a description, and clear photographs or video. Retain the parcel, packaging, and shipping label until the claim is reviewed.<\/div><\/details>\n          <details><summary>How long is the product warranty?<\/summary><div>Products purchased from Fashion Star Store include a 12-month limited warranty beginning on the delivery date.<\/div><\/details>\n          <details><summary>Does the warranty cover incorrect wiring or overload?<\/summary><div>No. Damage caused by incorrect wiring, reverse polarity, overvoltage, overcurrent, overloading, or operation outside published specifications is not covered.<\/div><\/details>\n          <details><summary>Do I need authorization before returning a product?<\/summary><div>Yes. Contact Fashion Star Store before shipping a product back. Returns sent without authorization or outside the provided instructions may be delayed or refused.<\/div><\/details>\n          <details><summary>Are custom products returnable?<\/summary><div>Custom-made products, specially ordered products, and products marked as non-returnable are not eligible for non-defective returns under the 30-day policy. Applicable warranty rights for verified defects remain unaffected.<\/div><\/details>\n        <\/section>\n\n      <\/section>\n    <\/div>\n  <\/div>\n<\/div>\n\n<style>\n#fs-store-service{--fs-brand:#8641A9;--fs-brand-dark:#673080;--fs-ink:#24262b;--fs-muted:#666b75;--fs-line:#e8e5ec;--fs-soft:#f7f5f9;--fs-white:#fff;--fs-shadow:0 12px 32px rgba(43,30,50,.08);color:var(--fs-ink);font-size:16px;line-height:1.7;max-width:1180px;margin:100px auto 80px;padding:0 18px}\n#fs-store-service *{box-sizing:border-box}\n#fs-store-service svg{width:24px;height:24px;fill:none;stroke:currentColor;stroke-width:1.8;stroke-linecap:round;stroke-linejoin:round}\n#fs-store-service h2,#fs-store-service h3,#fs-store-service h4{color:var(--fs-ink);margin-top:0;letter-spacing:0}\n#fs-store-service p{margin:0 0 16px;color:var(--fs-muted)}\n#fs-store-service a:focus-visible,#fs-store-service button:focus-visible,#fs-store-service summary:focus-visible{outline:3px solid 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