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FAQ User

How to create an account on STARQOS?
To open an account, roll over “My Account” next to the search engine and click on the link “New customer? Register”. Fill in the information. 
You can also register when you are ordering, we will ask you automatically the necessary information.

Why do I have to open an account?
For your orders to be good tracked, we need information such as the billing and delivery address, your email and phone number in order for us to contact you if needed.
You will also be able to check the state of your orders along with the summary of all your previous orders.

How to change my account?
Connect to your account with your email address and password. In the category “My personal information”, you can modify your details and your password.

I lost my password to register, how can I do?
You just need to click on the link “forgotten password” in the space “My Account”. You will receive a new temporary password that you will need to change after having logged in again.

How to order an item?
Select the items you are interested in, by clicking on the button « Add to cart ».
You can go back to your cart at any moment by clicking on the button « My Cart » up right of the website.
When you have finished, your selection appears.
Then click on the button « I confirm my cart ».
Register or log in.
Select your delivery method.
Select your payment mean and confirm your order.
You will receive an order confirmation by email.
Note : our interface is entirely secure (you can check this by reading « https » at the beginning of an url) and no code passes through our servers.

I received a promotional code but it does not work.
Your promotional code has a legal date and its availability may be over. Or there may also be a mistake in the writing of the code.
If it is not the case, please send an email to our customer service: marketplace@starqos.com

Which are the payment methods?
By credit card: CB, Master Card, Visa. If the payment has been refused by your bank, your order will be automatically cancelled.
By paypal: if you get a paypal account you can choose this method, and you will be automatically directed to your paypal identification page. 

Is the online payment really secured?
Yes it is. The online payment allows you to pay on a bank server of the Caisse d’Epargne in a secure environment. The data of your payment are encrypted and secured thank to the SSL3 (Secure Socket Layer) on Internet. Your credit card number is thus directly sent to the bank server, without passing through our servers. It is the most important warranty.

Can I update or cancel my order after having validated it?
Once the payment has been validated, your order has begun to be prepared, so you cannot change it neither cancel it. That’s why we ask you to check well your order details (quantities and sizes) and delivery information before confirming payment.
For any problems please contact our customer service:marketplace@starqos.com

When will my order be shipped?
Orders are commonly shipped the day after you ordered by our partner sellers.
During some times like Christmas, sales, etc., an additional delay may be necessary.

What are the delivery times?
If you order to a national merchant (the same as your country), the post needs 2 business days.
If you order to a merchant external to your country, the post needs between 2 and 5 business days.
If you have chosen an expedited method (Chronopost), your order will be delivered the day after (1 business day).

How can I know where my package is?
As soon as your order is shipped, you receive an email indicating your tracking number. You just need to connect on the website of the carrier to track your package.

Can I return an item if I’m not entirely satisfied?
Thanks to our satisfaction warranty you have 15 days to return any items which would not satisfy you.
To do so, you have to send back your item at the following address, by tracked package, indicating your personal details and your wish for en exchange or a refund:
STARQOS Retour
694 avenue Maurice Donat
06250 Mougins
FRANCE

I ordered several products, at several merchants. Why do I have to pay several delivery fees?
Each merchant has to prepare and ship separately your order. Each merchant has an own cost for this. In the same way that if you would order on different websites.