Frequently Asked Questions

What is Starbuddy?

Starbuddy is a family-focused shopping destination offering a selection of products for everyday needs, personal care, children, gifting and lifestyle. Our aim is to make discovering useful and enjoyable products easy for families.

What types of products can I find at Starbuddy?

Our product selection may include oral care, personal care, toothbrushes, paper soaps, beauty and personal-care products, children’s accessories, toys, games, stationery, gifting items, lunch boxes, water bottles and other family-oriented products.

Availability varies by product and stock. Please refer to the individual product page for the current description, options and availability.

Who can shop at Starbuddy?

Anyone who can provide valid delivery and order information and complete the checkout requirements can browse our store. Orders placed by minors should be made with the involvement or permission of a parent or legal guardian, where applicable.

Do I need an account to place an order?

The available checkout options on our website determine whether you can place an order as a guest or need to sign in. Creating an account can help you access your order history, manage account details and use account features such as your wishlist.

How do I place an order on Starbuddy?

Follow these general steps:

1. Browse the store and select the product you want.
2. Read the product details and check the available options.
3. Add the product to your cart.
4. Review your cart and proceed to checkout.
5. Enter accurate contact and delivery information.
6. Choose a payment method displayed as available at checkout.
7. Review the order total and submit your order.

Keep your order confirmation for reference. An item in your cart is not necessarily reserved or purchased until the order is successfully submitted.

How can I find a particular product?

Use the website search, product categories or available filters to browse the store. You can also open a product category to explore related items. If you cannot find an item, it may be unavailable, out of stock or not currently listed.

Can I purchase multiple products in one order?

Yes, you can add multiple available products to your cart and review them together at checkout. The final total will depend on the products selected and any applicable charges displayed before you place the order.

How can I know whether a product is in stock?

Please check the availability information on the product page. Stock can change as orders are placed and inventory is updated. Adding an item to your wishlist or cart does not guarantee that it will remain available.

Will the product look exactly like its photograph?

We aim to display product images and descriptions that represent the item accurately. However, slight differences in colour, lighting, screen settings, packaging or presentation may occur. Product specifications and written descriptions should also be reviewed before ordering.

If the product received is materially different from the listing, incorrect or otherwise not as described, please contact us so that the issue can be reviewed under the applicable policy and law.

Why might product packaging look different?

A manufacturer or supplier may update packaging or presentation while the product itself remains the same. If packaging changes materially affect the product identity, contents, quantity or advertised specifications, the issue should be assessed against the product listing and applicable requirements.

Are product prices and offers fixed?

Product prices and promotions may change over time. The applicable price and any charges shown during checkout before order submission are the amounts you should review for your purchase. Offers may have specific conditions, availability limits or validity periods where stated.

Why did a product become unavailable?

A product may become unavailable because stock has run out, inventory has changed or the listing is no longer active. We cannot guarantee that an unavailable item will be restocked by a particular date.

How can I check the contents or specifications of a product?

Read the product description, stated quantity, size, material, instructions, warnings and other available details on the product page. For personal-care products, review the supplied label and usage instructions before use. If an important detail is missing, contact us before placing the order.

Are products suitable for every age?

Not necessarily. Age suitability varies by product. Always review the product’s stated age guidance, warnings and usage instructions, especially for toys, small accessories, oral-care products and items intended for children. Adult supervision should be provided where the product instructions or the child’s age make it necessary.

How will I know that my order has been placed?

Check the confirmation displayed after checkout and any order confirmation communication sent to the contact details you provided. You may also check your account’s Orders section if you placed the order while signed in.

If you are unsure whether an order was successful, check before placing it again to reduce the risk of duplicate orders.

Where can I find my order number?

Your order number is generally shown in the order confirmation and in your account’s order details, if available. Keep it handy when contacting customer support about a specific purchase.

Can I cancel an order after placing it?

Cancellation depends on the order’s current processing and dispatch status and the applicable terms. Contact customer support as soon as possible with your order number and request. We cannot guarantee cancellation after an order has progressed to a stage where it can no longer be stopped.

This does not limit any cancellation, refund or other rights available to you under applicable law.

Can I change the delivery address or phone number?

If you notice an error, contact us promptly with your order number and the corrected information. Whether a change is possible depends on the order’s status and whether the delivery details can still be updated.

Please do not send passwords, payment PINs, one-time passwords or complete card credentials when requesting an order change.

Can I add another product to an existing order?

Once an order has been submitted, additional products generally require a separate purchase unless customer support confirms that a change can be made before processing or dispatch. Do not assume that items in separate orders will automatically be combined.

What should I do if I placed a duplicate order by mistake?

Contact us as soon as possible and provide the relevant order numbers. We will review the status of each order and explain which options may be available. Cancellation or refund eligibility depends on the circumstances, order status and applicable rules.

What if I entered an incorrect email address or phone number?

Contact customer support with your order number and the correct contact details. Accurate contact information helps us and the delivery service communicate with you about your order. Changes may not be possible at every stage.

What should I do if I cannot find my order in my account?

Confirm that you are signed in to the account used to place the order. If you checked out using another account or as a guest, the order may not appear in the account you are viewing. If the issue continues, contact support with any confirmation details you have.

Where does Starbuddy deliver?

Delivery availability depends on the serviceable locations supported by our shipping arrangements. Enter your correct delivery PIN code or address wherever the website provides that option to check availability for your location.

How long will my order take to arrive?

Delivery estimates, when available, may depend on your location, product availability, order processing, courier operations and other circumstances. Please check the estimate or delivery information displayed for your order.

An estimate is not a guarantee of delivery at an exact time. If a stated delivery commitment is not met, applicable consumer rights and remedies remain unaffected.

How can I track my shipment?

If tracking information is provided for your order, use the tracking details or order-status information made available through our website or delivery communication. Tracking updates may take time to appear after dispatch.

Why has my order status not changed?

Order-status updates may not appear immediately at every stage. There can be a delay between processing, dispatch, courier scanning and online tracking updates. If the status remains unchanged for an unusually long period or the expected delivery estimate has passed, contact us with your order number.

What if delivery is delayed?

Delays can occur because of courier operations, weather, transportation disruptions, address issues or other circumstances. Check the latest tracking information, where available, and contact customer support if you need assistance.

We will review the information available to us and explain the next steps. This does not exclude remedies required by applicable law.

What if I am not available when the delivery arrives?

Follow any re-delivery, rescheduling or collection instructions provided by the delivery service. If you expect to be unavailable, keep your phone accessible and make sure the delivery address and contact details are accurate.

Any additional delivery attempts or arrangements depend on the courier’s process and the specific shipment.

What if the tracking says delivered but I have not received my order?

First, check whether a household member or an authorised recipient accepted the package and whether the courier provided a delivery confirmation. If you still cannot locate it, contact us promptly with your order number and the delivery status.

We will review the available delivery information and help determine the appropriate next steps.

Can I change my address after the order has been dispatched?

Address changes after dispatch may be restricted by the courier. Contact us promptly if you notice a problem. Any change or re-routing depends on the shipment status and the delivery service’s available options.

Will all products in my order arrive together?

Orders may be subject to different processing or shipping arrangements. If your order arrives in more than one package, review the order details and tracking information. Contact support if an expected item is missing or its status is unclear.

Which payment methods can I use?

The payment methods available for your order are the options displayed at checkout. Availability may depend on the payment service, transaction and order circumstances. Please select an option only if it is shown as available and can be completed.

Is Cash on Delivery available?

Cash on Delivery may be available for eligible orders and serviceable locations. Check the options displayed at checkout for your particular order. Availability should not be assumed for every PIN code, product or order value.

How do I pay for a Cash on Delivery order?

If Cash on Delivery is offered and you select it, follow the payment instructions provided for your delivery. Keep the amount due ready and verify the order details. Do not pay a person or account outside the authorised delivery process based on an unverified message.

What should I do if an online payment fails?

Check whether your bank or payment provider shows the transaction as failed, pending or successful. If the order was not confirmed, avoid repeatedly attempting payment without checking the transaction status.

If money was debited but the order was not confirmed, keep the transaction reference and contact customer support. We will review the available information and advise you on the next steps.

What if I was charged but cannot see my order?

Check your order confirmation, account order history and transaction status. If the payment appears successful but no order is visible, contact us with the transaction reference, approximate payment time and relevant order details, if any.

Do not share your full card number, card security code, payment PIN or one-time password with customer support.

Are payment transactions secure?

Where online payment services are offered, payment processing is handled through the payment options made available at checkout. Always check that you are using the legitimate Starbuddy website and follow the instructions of the payment provider. Never disclose confidential payment credentials to another person.

Can I change the payment method after placing an order?

Payment-method changes may not be possible after an order has been submitted or processing has begun. Contact support before making another payment if you believe the wrong option was selected. We will explain the available options for the specific order.

Does the final order amount include all applicable charges?

Review the item prices, discounts, delivery charges and other applicable amounts shown at checkout before submitting your order. The order summary should be checked carefully so you understand the amount payable.

What is Starbuddy’s return policy?

Starbuddy offers a seven-day return window for eligible products, subject to the conditions stated in our Return & Refund Policy. The return period, eligibility, condition requirements and applicable exclusions should be checked before requesting a return.

Please read our complete Return & Refund Policy for the full rules. If your policy page uses a different URL, update this link to match it.

Does the seven-day period apply to every product?

No. The seven-day return facility applies to eligible products according to the published policy. Certain hygiene and personal-care products may be excluded from change-of-mind returns for hygiene and safety reasons. Check the product page, its returnability information and the complete policy before purchasing.

Which products may be non-returnable?

Products identified as non-returnable under the applicable policy, including certain hygiene-sensitive products, may not qualify for a change-of-mind return. This may be relevant to personal-care items where opening or use affects hygiene or resale suitability.

A non-returnable label does not remove rights or remedies that may apply to a defective, damaged, incorrect or misdescribed product under applicable law.

When does the return period start?

Refer to the Return & Refund Policy for the applicable start date and calculation of the return window. Keep your order confirmation and delivery information so the relevant dates can be verified if you need to request a return.

How do I request a return?

To help us review your request, please:

1. Check whether the product is eligible under the return policy.
2. Contact customer support within the applicable return period.
3. Provide your order number and identify the product.
4. Explain the reason for the return clearly.
5. Share relevant photographs or other information if requested.
6. Follow the return instructions provided by our support team.

Please do not send a product to an address that has not been confirmed as an authorised return destination.

Can I return a product if I simply change my mind?

Change-of-mind returns are subject to the eligibility requirements and time limits in the Return & Refund Policy. Products excluded from change-of-mind returns cannot be returned on that basis, except where a different outcome is required by applicable law or the issue falls under a separate remedy.

What condition should a returned product be in?

Eligible products should meet the condition and packaging requirements set out in the Return & Refund Policy. Where applicable, keep the product, included accessories, parts, instructions and packaging together. Avoid unnecessary use or damage after delivery.

The condition of the product may be reviewed when the return is received. Any assessment will be subject to applicable consumer rights and legal requirements.

Can I return a product without its original packaging?

Return requirements can vary according to the product and the reason for the return. Original packaging and included components may help with verification. Contact support before sending an item if packaging is missing or damaged, particularly if the product itself is defective or incorrect.

Can I return only one product from a multi-item order?

A return request for an individual eligible item can be reviewed according to the policy and order details. Identify the exact product you want to return and follow the instructions provided by customer support.

What if the return period has passed?

A change-of-mind return requested after the applicable period may not qualify under the standard return facility. However, contact us if the issue concerns a defect, damage, an incorrect item, a misleading description or another matter that may give rise to rights or remedies under applicable law.

When will my refund be processed?

For returns that require the product to be sent back, the product may need to be received and verified before the refund decision and processing. The applicable process depends on the reason for the request and the payment method used.

Please refer to the Return & Refund Policy for the detailed process. We will not promise a specific processing period unless that period has been confirmed in the applicable policy or communicated for your particular case.

How will I receive my refund?

The refund method depends on the original payment method, transaction circumstances and the applicable refund procedure. Our support team will explain the process for your order. Please provide accurate information through the authorised channel if details are needed to complete a refund.

What if I paid online but my refund has not appeared?

First, check whether the refund has been initiated and review your payment provider or bank statement. A delay can occur between processing and the amount appearing in your account. If it remains unresolved, contact support with your order number and available refund or transaction reference.

How is a refund handled for Cash on Delivery orders?

Refund arrangements for Cash on Delivery orders may differ from online payments. Contact customer support for the applicable process and any information needed to complete the refund. Provide details only through the authorised channel.

What should I do if I receive a damaged product?

Please contact us as soon as reasonably possible. Include your order number, a description of the damage and clear photographs of the product and packaging where available. Keep the product and packaging until you receive further instructions.

We will review the circumstances and explain the applicable resolution, which may include a replacement, refund or another appropriate remedy depending on the case and applicable law.

What if I receive the wrong product?

Please do not use the incorrect item. Contact customer support with your order number, the product received and photographs showing the item and its packaging where possible. We will review the order and advise you on the appropriate next steps.

What if an item is missing from my package?

Check your order details and package contents, as well as any separate shipment information. If an ordered item appears to be missing, contact support with your order number and identify the item. We will investigate the available order and dispatch information.

What if the product is defective or does not work as described?

Contact us with your order number, the issue you experienced and any relevant photographs or other evidence. Do not attempt repairs that may create a safety risk. We will review the product issue and advise you about the applicable solution.

The published change-of-mind return exclusions do not automatically exclude remedies that may be available for defective, damaged, incorrect or misdescribed goods under applicable law.

Can I get a replacement instead of a refund?

A replacement may be considered depending on the issue, product availability, the applicable policy and legal requirements. Contact support and explain your preferred resolution. We will tell you what options are available for your case.

Can a refund request be declined?

A request may not qualify for a particular change-of-mind return or refund if it does not meet the applicable policy requirements. Where a request is declined, the reason should be explained based on the circumstances. This does not remove any rights or remedies that apply under mandatory law.

How do I access my Starbuddy account?

Use the account or sign-in option available on the website. Enter the requested details and follow the displayed instructions. If you have difficulty signing in, use the available account recovery option or contact support.

What can I do in the My Account section?

Depending on the features available on the website, your account may let you review orders, manage addresses, update account details and access your wishlist. Available features may change as the store develops.

How does the wishlist work?

The wishlist lets you save products you are interested in for easier access later. A wishlist entry does not purchase or reserve a product and does not guarantee future availability or pricing. You may need to sign in for wishlist features to remain associated with your account.

Why is a wishlist product no longer available?

Products saved to your wishlist may go out of stock, be removed from the store or have their prices changed. Check the current product page before purchasing.

Can I leave a product review?

If a review form is available on the product page, you can use it to share your genuine experience. Please make your review relevant, respectful and accurate. Do not include passwords, payment credentials or unnecessary personal information.

Can I upload photographs with a review?

If the review form offers photo uploads, follow the instructions shown there. Upload only images you are entitled to share. Avoid including private information, sensitive documents or identifiable images of other people without appropriate permission.

What should I do if I cannot sign in?

Check that you are using the correct account details and that your internet connection is working. Use the website’s available recovery process if you have forgotten your credentials. If the problem continues, contact support and describe the error without sending your password or one-time password.

Can I request changes to my account information?

Use the account settings available on the website where possible. If you cannot update a particular detail, contact customer support and explain what needs to be corrected. We may need to verify the request to protect your account.

What personal information is needed to place an order?

Depending on the transaction, we may need details such as your name, contact information, delivery address and order-related information to process and fulfil your purchase. Payment-related information may also be handled by the payment service you choose, where applicable.

Why does Starbuddy need my delivery address and phone number?

These details may be needed to process the order, arrange delivery, communicate about delivery issues and provide customer support. Please ensure the information is accurate and up to date.

How should I protect my account?

Use a strong, unique password where passwords are supported. Keep your login details private, sign out on shared devices and avoid clicking suspicious links. Starbuddy customer support should not need your password, payment PIN or one-time password to investigate an ordinary order query.

Will Starbuddy ask me to share an OTP or payment PIN?

Do not disclose one-time passwords, card security codes, payment PINs or account passwords to anyone claiming to provide customer support. Enter verification information only into the relevant trusted service when you have initiated the transaction or account action yourself.

Where can I read how Starbuddy handles personal information?

Please read the Privacy Policy on our website for details about personal information, its use, sharing, retention, security and applicable rights. If you have a privacy-related question or request, contact us through the available support channel.

Can I request correction or deletion of my personal information?

You can contact us to ask about correcting or deleting personal information, subject to applicable law, verification requirements and any information we are required or permitted to retain. We will review the request and explain the available process.

How can I contact Starbuddy customer support?

Visit the Contact Us page to find the support options currently provided by Starbuddy. When contacting us about an order, include your order number and a clear description of the issue so we can understand your request.

Please do not include passwords, payment PINs, one-time passwords or unnecessary sensitive personal information in your message.

What information should I include in a support request?

Where relevant, include:

• Your order number, if your query concerns an order.
• The product name or item concerned.
• A short and clear explanation of the issue.
• Relevant photographs or transaction references, if appropriate.
• The resolution you are requesting, if you have a preference.

Share only information needed to handle your request, using the official contact channel.

How long will customer support take to respond?

Response time may depend on the nature of your query, the information provided and current support workload. We aim to review enquiries as promptly as reasonably possible. If your issue relates to a delivery deadline, payment problem or return window, include the relevant details in your first message.

What should I do if my concern has not been resolved?

Reply to the existing support conversation, if available, and provide the earlier reference or order number. Explain what remains unresolved and include any new information. You may also consult the applicable policy for the next steps and available complaint or grievance process.

Where can I find Starbuddy’s other policies?

Visit the relevant policy pages linked on our website for detailed terms concerning returns and refunds, privacy, shipping and delivery, and other applicable matters. The relevant policy should be read together with the information displayed for your particular product and order.

What if my question is not answered on this page?

We understand that every shopping situation can be different. If you cannot find an answer here, contact us through the Contact Us page. Please explain your question clearly so our team can review it and guide you to the appropriate information.