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Returns Policy

Raising a return request:

If you have registered an account with us, you can initiate returns online through your order history by logging into your account and viewing your completed orders.

To initiate a return, you simply click on the "return item(s)" link next to the order containing the item(s) you wish to return.

On the next screen, select the items you wish to return along a return reason, action you would like (replacement, refund, store credit or refund) and any notes you wish to add and submit your returns request.  We will review your returns request and keep you updated with regard to the progress of your return by email.

If you did not register an account with us at the time of ordering, please contact us via email at returns@starstills.com, stating your order number, name and reason for return.

Cancellations:

Full details of your rights to cancel are set out in our Terms & Conditions  Your unwanted item(s) should be returned to us promptly in a saleable condition, unused and adequately protected, preferably in the original packaging. Proof of postage should be obtained for any item returned, in case of non-delivery of returned items.

High value returns (order value over £36) must be sent back to us by a traceable method with proof of delivery. 

You are responsible for the cost of returning any unwanted item(s) to us.

Please note: orders for unstocked photographs (of all sizes) and canvas prints are specially printed to order for each customer.  Once your order has been received by us, it is normally passed within 24 hours to the photographic studio for production.  It is important that you notify us as soon as possible if you wish to cancel your order.  Orders that have already been produced or entered the production process, are subject to a 25% materials fee which will be deducted from your refund.

Damaged/Lost in Post:

We endeavour to ensure that you will receive your items safely and in perfect condition. In the unlikely event that any item in your order is lost in post or received damaged, a free replacement or refund will be issued. Please contact us (for details, see Section 1.6 of our Terms & Conditions) for advice on returning damaged or defective items. 

Incorrect item:

If we have made an error during the packing process please inform us within 48 hours of receipt. We will send you the correct item(s) , if available, upon verification and ask for the return of the incorrect item.  Your return postage will be refunded.