FAQs

Before you contact customer services, please take a look at some of our frequently asked questions. It's a really speedy way to get useful answers to some of your important enquiries. If your question isn't found here, or you just want to give us some feedback, please feel free to contact us.

 

GENERAL ENQUIRIES
I love your stuff, but I'm not quite sure of the fit - what should I do?
An item I loved is showing as out of stock in my size. Will you be getting it back?
Do you do Gift Cards?
I've been given a discount code, how do I use it?
Are your clothes machine washable?

 

ORDER ENQUIRIES
How can I check on my order?
Can I cancel an order after it has been placed?
Can I amend an order after it has been placed?
The price has changed on my item since I ordered it – can I get a refund for the difference?
I have received my order, but it contains a faulty item. What do I do?
I have received my order, but it’s missing something. What do I do?
I have received my order, but I’ve been sent the wrong thing. What do I do?

 

SHIPPING ENQUIRIES (UK ORDERS ONLY)
What are your shipping rates?
Do you offer a Next Day shipping service?
When can I expect my items to arrive?
I have paid for standard delivery – will my order reach me in 48 hours?
Can I collect my order from your studio or distribution centre?
Do you offer free delivery?
What should I do if my order is lost in transit?

 

REFUND AND EXCHANGE ENQUIRIES
Do you offer free returns?
I have returned my order, when can I expect a refund?
I have returned my order but I haven’t heard from you. When will I be updated on it’s progress?
It seems like it’s taking a long time. Is there any way you can speed up the process?
I have forgotten to include my paperwork in my return – what should I do?

 


General Enquiries

 

Q. I love your stuff, but I'm not quite sure of the fit - what should I do?

A. We understand that it can be hard for customers to shop without being able to try things on. Always refer back to the size chart, and our customer services team will also be available to help with any advice you might need about the fit of any particular garment. Looking to the future, we are also working to try and provide more images of the product, and we're really keen to provide more information on the product page, to try and help you to make your decision. Stay tuned for updates!

Please be aware that we now have two size charts! This is because we have improved the sizing and fit of our clothing in time for Spring/Summer 2016. All other clothing on the website that dates back to a previous collection will still be based on our old size chart. This information can be found on all the product pages it still applies to.

 

Q. An item I loved is showing as out of stock in my size. Will you be getting it back?

A. All of our stock should be viewed as limited edition, so once something is gone it is extremely unlikely it will come back in the same colour or fabric. If you fall in love with something, we encourage you to go for it! Use the "email me when back in stock" function on the product page if the size you want is out of stock, and you will be notified if we re-stock from returns. 

 

Q. Do you do Gift Cards?

A. We do indeed! Click here to find our Gift Card, which can be purchased just like any other item. Our Gift Cards are electronic, which means no waiting for them to be posted out to you! As soon as you have purchased the Gift Card, it will come through to you straight away by email, at which point you can forward it on or print it off to give to the lucky gift-ee! Handy tip: this makes them amazing last minute gift ideas!

 

Q. I've been given a discount code, how do I use it?

A. Once you have finished choosing your Tara Starlet goodies, click on "MY CART" at the top right hand side of the page. When you are viewing your shopping cart, you will see two options to checkout under your subtotal. Instead of clicking on the yellow "PayPal check out" button, click on the words "Checkout" just above it. Instead of taking you directly through to PayPal, this will take you to a page where you can enter your information, see shipping options, and create an account with us. On the right hand side of the page you will see an option to enter your discount code. Make sure you're entering it exactly as we have given it to you - the codes are case sensitive! Click on "Apply" and you should see your discount deducted from your subtotal!

 

Q. Are your clothes machine washable?

A. All garments should have care labels on the inside which detail the individual washing instructions. As a general rule, we would advise using a gentle hand-wash machine setting on most of our garments. Do not tumble dry. All wool items and coats should be dry cleaned only. Please always ensure to check the care label, or contact us for further instruction.

 

 

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Order Enquiries

 

Q. How can I check on my order?

A. You will receive the key information about the progress of your order by email. Once you have placed your order you will receive an order confirmation email. Once your order has been dispatched by our distribution centre you will receive another email confirming that it is on it's way to you, with a tracking reference.

 

Q. Can I cancel an order after it has been placed?

A. At the moment it is not possible for us to cancel your order once it has been placed. We thank you for your understanding, and ask that you are extra careful and really sure when you're placing an order with us. However we are working on this, so check back soon for more information!

 

Q. Can I amend an order after it has been placed?

A. It's really hard for us to amend an order once it has been placed, however we would always like to try. Please contact customer services if you wish to make a change to your order, but please be aware that it may not be possible. We ask you to be really careful when placing an order, and make sure that you are selecting the correct item and size, and that your contact and shipping information is all correct.

 

Q. The price has changed on my item since I ordered it - can I get a refund for the difference?

A. There are many reasons why we might change the price of our items, and this is a perfectly normal occurrence in online retail. We reserve the right to change our pricing based on various factors. If the price of your item has decreased after you have bought it and there are no other issues, we will not refund you the difference.

 

Q. I have received my order, but it contains a faulty item. What do I do?

A. We're so sorry that you've been sent a faulty item, and we want to get this issue sorted as quickly as possible. As soon as you encounter a fault in one of our items, please contact customer services with the following information: your order number, the name of the faulty item, and a description of the fault. We will need to receive the item back to us at our studio so we can examine the fault, at which point we can send out a replacement or issue you with a refund straight away. Please speak to our customer services team for more information.

 

Q. I have received my order, but it's missing something. What do I do?

A. Sometimes your order will arrive in more than one parcel. Please check your dispatch confirmation emails for more information, as these will contain the information on what is being sent out to you. If you have done this and are still worried, please contact us with your order number and the name of the missing item, and we will work to resolve the issue as quickly as possible. Please speak to our customer services team for more information.

 

Q. I have received my order, but I've been sent the wrong thing. What do I do?

A. This doesn't happen very often, but unfortunately every now and again we experience errors at our distribution centre. We want to try to get these issues sorted as quickly as we can! As soon as you notice that you have been sent the wrong item, please contact customer services with the following information: your order number, the name of the item wrongly sent, and if this applies to you, the item you should have received instead. We will need to receive the wrongfully sent item back to us, but we will also arrange to have the correct item sent to you as quickly as possible. Please speak to our customer services team for more information.

 

 

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Shipping Enquiries

 

 

Q. What Are your shipping rates?

A. Our standard rate costs £4.50 for small orders. For orders which contain coats or other heavy items, you may be charged £7 for heavy parcel postage.

 

Q. Do you offer a Next Day Shipping service?

A. We do not currently offer a Next Day Shipping service.

 

Q. When can I expect my items to arrive?

A. For standard delivery, your order will be posted by Royal Mail and should with you within 48 hours of shipping confirmation. For heavy parcel postage, your order will be delivered by a courier, and should only take about 2-3 working days.

 

Q. I have paid for standard delivery - will my order reach me in 48 hours?

A. For Standard Delivery we use Royal Mail 48 hour tracked delivery. However, this does not mean your order will be with you 48 hours after the point at which you place your order. The 48 hours is the speed of the delivery service, and does not take into account order processing times. We generally say that you should allow up to a maximum of 5 working days for your order to reach you. Your order should be with you within 48 hours once you have received your shipping confirmation email.

 

Q. Can I collect my order from your studio?

A. Unfortunately we are unable to provide a collection service from our studio. If you need an item for a specific date or function we advise you place the order well in advance.

 

Q. Do you offer free delivery?

A. We are always looking into ways to make our shipping options cheaper for our customers. However at this time we are unable to provide a free delivery option. Make sure you are signed up to our newsletter so you can be the first to hear about any news or promotions - at the moment, we offer free shipping if you spend over £200.

 

Q. What should I do if my order is lost in transit?

A. Unfortunately once an order has left our distribution centre for posting there is very little we can do. Please do contact us if your order gets lost on it's way to you and we will do our best to assist you, but we cannot guarantee that we will be able to resolve the issue.

 

 

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Refund and Exchange Enquiries

 

Q. Do you offer free returns?

A. We don't currently offer free returns, but we're working on a new system so check back for more information!

 

Q. I have returned my order, when can I expect a refund?

A. Once your order has been received at our distribution facility, there might be a couple of days until it is checked in on our system so that we can begin to process it. If you would like to know what date your order was checked in, please contact us. Your refund will be processed within 14 days of this date. (This applies to UK orders only.)

If it seems that your refund is taking a long time to process, please make sure to check with us first. Our distribution facility deal with quite a high volume of orders, so it can take up to 5 working days for them to sort through our returns. Delays might also be caused by missing or incomplete paperwork, missing labels, or if an item has been reported as faulty or damaged.

 

Q. I have returned my order but I haven't heard from you. When will I be updated on it's progress?

A. Unfortunately as we are a very small team, it is not possible for us to inform every customer that we have received and are processing your return. We will not normally contact you first about a return or exchange unless you have asked for something specific on your paperwork. We always advise you post your order back to us using a tracked service, so that you can ensure it has been successfully delivered. We will process your exchange or refund within 14 days, so be on the look out for your confirmation email letting you know everything has been finalised.

 

Q. It seems like it's taking a long time. Is there any way you can speed up the process?

A. As we are a really small team, it often takes us a little longer to complete your refund than you might expect. However, rest assured that your refunds will always be processed within 14 days for all UK orders. We are unable to prioritise one customer's refund, and will only ever process refunds in the order that they are received. We believe this is the fairest way to ensure every customer is refunded in good time. If you're worried, here are a list of reasons why your refund may take a little longer to process:

- Your order was returned with incomplete or no paperwork

- An item that has been returned has been reported as damaged or faulty by the staff at our distribution centre

- An item has been returned without the tags

- We are experiencing a high volume of orders

 

Q. I have forgotten to include my paperwork in my return - what should I do?

A. If you forget to include the returns paperwork in your order before you send it back to us, don't worry too much! Just make sure to drop us an email informing us of your name, order number, items to be returned, and whether you would like a refund or an exchange. If you would like an exchange, please also specify what items you would like us to send you. There may be a bit of a delay in this instance, but we will still be able to process your refund or exchange. Please be advised that if you post your order back to us with no paperwork and do not get in touch with us to let us know, there might be a very long delay on your refund or exchange being processed.

 

 

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