FAQ section:
Here you can find answers to all your questions!
Dive into our FAQ section, where we have already collected a large number of questions and concerns from our customers. On this page you will find clearly organised information on various topics, be it ordering processes, product information or general questions - you've come to the right place.
If you can't find what you're looking for in our FAQ section, don't hesitate to contact our customer service team. We will be happy to help you and answer any other questions you may have
Order:
The status "completed" simply means that your order has been successfully entered into our system.
Once we have received your order, delivery will usually take place within 24-48 hours.
Please email customer.service@starlab.co.uk and our member of team will be happy to provide the POD. Please note, this can only be issued up to 90 days after delivery.
Generally, if you place your order before 3pm and the products are in stock, we'll try our best to deliver your order on the next working day.
You'll receive all the details in your order acknowledgement.
Should any product be unavailable for immediate delivery, our Customer Service Team will contact you to advise lead-time, and if available, offer a suitable alternative.
We are working on offering this service in the future. Unfortunately, we are currently unable to provide automatic delivery information with the option of specifying a different contact person.
Changes to the order:
If you want to return a newly purchased product, please notify us within 14 days of the invoice date. The return will only be accepted if the product is in its original, unbroken packaging. Non-faulty product returns are at Starlab UK's discretion. Returns incur a £17.50 collection fee and a 10% restocking fee that is deducted from your credit.
If you want to return a newly purchased product, please email customer.service@starlab.co.uk within 14 days of receipt of your order. A member of our Customer Service Team will be able to advise on our return policy.
To cancel or make changes to an order, email customer.service@starlab.co.uk with your order notification number and details of the desired changes.
A Starlab UK customer support representative will inform you about the order's status and whether changes can be made. All changes are at STARLAB UK's discretion.
Payment and payment method::
Please email customer.service@starlab.co.uk and we will immediately send you the missing invoice.
We are currently working on our E-shop’s credit card functionality and as soon as this is available, we will inform you via our E-shop and newsletters. Should you wish to pay via credit card, please contact our Customer Service Team on 01908 283800 and a member of the team will be able to take your payment.
Should your order be VAT exempt, please upload a copy of your valid VAT exemption certificate so this can be applied to your order.
Customer service and account management:
Unfortunately, this cannot be changed via our E-shop. Please email customerservice@STARLAB.co.uk , and a member of our team will be happy to assist.
Sustainability is very important to Starlab. We have already implemented recycling for our Tip One boxes and wafers. You can find out more about the recycling process here. We are continuously striving to intensify our sustainability efforts. On this page you can see which projects we are planning and implementing on an ongoing basis.