Refund & returns policy

You have 30 days from delivery to change your mind on anything unopened and unused. Tell us within that window and we will refund the full product cost. There is no restocking fee and no minimum order.

If something arrived damaged, faulty, or is not what you ordered, the 30 days do not apply in the same way: tell us whenever you notice, and we will replace it or refund it. Faults are our problem, not yours.

Tea, still sealed. Unopened tins, sealed pouches and untouched cakes in their original packaging can be returned. Tea is a food product, so once a seal is broken it cannot be resold and cannot be accepted back.

Tea you have opened and do not like. This is the case the rules do not cover well, so we simply do it anyway: tell us what is wrong with it and we will replace it or refund it. We do not ask you to ship a half-used tin back across a border. Please be reasonable about it and so will we — this is a standing offer, not a free refill.

Jewellery. Returnable within 30 days in unworn condition, in the box it arrived in. A bracelet whose elastic has been stretched, or one that has been worn hard enough to mark the beads, is not returnable — it can no longer be sold as new.

Made to order and personalised. Engraved, resized or bespoke pieces are made for you alone and cannot be returned unless they are faulty or not as specified. We say so on the product page before you buy, and we confirm the specification with you in writing first.

1. Email support@northstarcart.com with your order number and what you would like to send back. A photograph helps enormously for anything damaged or faulty, and usually settles it without a return at all.
2. We reply within one business day with return instructions and a return authorisation. Please do not post anything back before you have one — an unannounced parcel is hard to match to an order.
3. Send the goods back within 14 days of that authorisation, in the condition you received them, with any certificate or appraisal that came with them.
4. We inspect the parcel when it arrives and email you to confirm, or to explain why it is not accepted. That is the point at which the refund is approved.

For a damaged, faulty or wrong item we send a prepaid return label where the carrier offers one. For a change of mind, the return postage is yours.

Refunds are issued to the original card — we cannot refund to a different card, a different name, or as cash. We approve the refund within 2 business days of inspecting the return, and it normally appears on your statement within 5 to 10 business days depending on your bank. Your bank controls that last part, not us.

The refund covers the full product cost and any tax charged on it. Original shipping is refunded when the whole order is returned, or when the return is because of a fault or an error on our part. For a partial return of a change-of-mind order, the original shipping is not refunded.

If an order is cancelled before it is dispatched we refund in full immediately. Once it is with the carrier it is a return, not a cancellation — but tell us quickly and we will often catch it before it leaves.

Refused or undeliverable parcels that come back to us are refunded less the outbound shipping and any customs charges we were unable to recover.

Every parcel ships with tracking. If the tracking stops moving for 10 business days, or shows delivered when nothing arrived, tell us and we will open a claim with the carrier and either reship or refund — your choice, and we do not ask you to wait for the carrier's answer before we act.

If a parcel is seized or destroyed by customs — which happens with unprocessed tea leaf in a few countries — we refund the product cost in full. Import duties and taxes are the customer's responsibility and cannot be refunded by us.

If a charge looks wrong, please contact us before calling your bank. A payment query is usually a misread date or a duplicated authorisation that has already been reversed, and we can show you the transaction record and fix it the same day. A chargeback takes weeks and costs us a fee whether or not we are right.

Nothing in this policy replaces or limits the rights you have under the consumer law that applies where you live. Where a statutory right is stronger than what is written here — a longer cancellation window, or a remedy we have not listed — that right prevails, and you do not need to quote this page to use it.

Last updated November 2026.