SECTION 1 – WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address/phone number. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

 

SECTION 2 – CONSENT

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to us collecting it and using it for that specific reason only.

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If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

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How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at fivestarsltd@outlook.com

 

SECTION 3 – DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

 

SECTION 4 – THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us ie. our courier.

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However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

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For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

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In particular, remember that certain providers may be located in or have facilities that are located in a different areas than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the area(s) in which that service provider or its facilities are located.

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Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

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Links

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

 

SECTION 5 – SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

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If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

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Cookies

Here is a list of cookies that we use. We’ve listed them here so you can choose if you want to opt-out of cookies or not:

• Google analytics

• Facebook re-marketing

• Google ads re-marketing

 

SECTION 7 – AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your country residence and you have given us your consent to allow any of your minor dependents to use this site.

 

SECTION 8 – CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

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If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

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Questions and contact information

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact us by emailing hello@fivestarsltd.com

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DELIVERY LOCATIONS

We only ship to the UK, we do not send any items overseas at present.

 

DELIVERY COSTS

Shipping on all purchases is £13.99 and currently takes up to 10 working days to arrive by courier. These delivery times are estimates and all “working days” start after your order has been sent to the courier company.

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If you order after 1pm on a Friday the first working day is Tuesday as the parcels have only been given to the courier company at 4pm on Monday.

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We do not charge extra for Scottish islands, Highlands & Channel Islands. 

 

DELIVERY TIMES

During the Covid-19 pandemic deliveries are taking longer to arrive. Couriers are extremely busy and so we can not guarantee delivery time frames at the moment.

 

We aim to get your order to you within 10 working days, but at busy periods this may not be possible. We can not be responsible for delays to your delivery due to courier errors, delays or parcels being lost in the system. We have no control over delivery times and only give these as a guide.

 

REFUND POLICY

You have up to 21 days to request a refund on your order if you feel the items you received are faulty in any way. Should there be any missing items in your order we will send out replacement once you have notified us. 

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Refunds will be issued within 2 days of notification of missing items with monies returned via the method of payment you selected at the checkout.

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If your parcel has not been delivered, or you believe it is lost, we require a 14 day period to pass from the point of the tracking updating to having confirmation that the parcel is lost before we will refund any monies. This 14 day period may be many days or weeks after you first ordered however our courier only allows parcels to be classed as lost after 14 days of no movement in the tracker. Once this time has passed we can refund you.

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If you receive email confirmation from the courier that your parcel is lost we still require 14 days to pass from the point of parcel last being scanned before we can offer a refund, as often the parcel is not actually lost and arrives few days later.

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Any items damaged or broken in transit will be replaced so please contact us if this happens straightaway. If your parcel has been damaged on route and items are missing from the order we will replace these missing items. 

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If your parcel has been marked as delivered on the tracker but you dispute this you will need to complete a denial of delivery form and provide evidence that contradicts the tracker. We will only refund you if you believe your parcel was not delivered after an investigation with the courier and this can take up to 2 weeks.

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Please email us at fivestarsltd@outlook.com with your order number and reason for refund request and we will process this as soon as we can.

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Orders which are returned to us because the courier could not deliver due to you entering your address incorrectly, you were out 3 times and so the courier returned the parcel to us, or for any other reason; we will refund your order minus the original postage charge.

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We reserve the right to refuse a refund should we feel the reasons stated are inaccurate, not valid or false. Once your parcel has been posted we can not cancel your order. You are welcome to return the order at your own expense and once we receive the order back we will refund you minus the postage costs.

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If you enter an incorrect address and the parcel is delivered to this address we do not offer any refunds due to customer error.

 

RETURNS POLICY

Items which have been opened can not be returned unless you feel they are defective or damaged.

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You will have to cover the cost of returning the items and this will be not be refunded. If your refund request is valid we will refund you for these items at the price you paid on day of ordering. We do not refund any postage charges.

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We require photographic evidence for all damage to items so please send this in – if you throw the item away we may not refund you as we have no proof the item was damaged.

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Items can be returned to the return address on your postage label.

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