Exchange and Return

Cancellations:
Order can be changed or canceled before the shipment. Due to the Covid-19 situation, we might not be able to change the shipping address after the package has been shipped out. Please make sure all your information is correct before submitting the order.
If your order has not yet been shipped, you may change your order or your address by emailing us at store.cs@yo-star.com with your full name and order number.

Returns:
If you are not happy with your order, you can return it to get a refund within 14 days of reception. Here is a step-by-step breakdown:

Step 1. Check your order details:
Log into your account in the Yostar online store and use the Order History to check your order details.
After the shipment, you will receive an email with order details from us. You can also use the information from the email for your return.

Step 2. Email us your return request:
Email us your return request at store.cs@yo-star.com with a receipt or proof of purchase including your name, order number, and reason for returning the item in the email. After verification, our customer service will get back to you with an address that you can use to ship the item back to us.

Step 3. Ship your return:
Ship the package to the address provided by our customer service. If the value of your return is over $75, we recommend using a tracking number. In that way, we can make sure the return gets back to us, and we can issue the refund. Keep in mind that you'll be responsible for the returned items.

Step 4. Your return is being processed:
Once your return arrives at our warehouse, it will take us 3 to 5 business days to process your return. We will refund the full purchase price of the item but the shipping cost is charged by the carrier which is non-refundable and will be deducted from your refund. The credit of the refund will be applied to your original payment method within a certain amount of days.
Items returned for a refund must be in their original condition - unworn, unwashed, and unused. Accessories, plushies, and similar items are non-returnable if they've been opened or removed from their original packages. Any items that are received in less than new condition can't be returned to stock and won't be processed. We will reach out to you if the returned item can not be sold again.

Damaged/Defective Items:
We would like to rectify these situations and get your problems sorted as quickly as possible. For orders within 30 days after delivery, If you received a damaged or defective item, please email us at store.cs@yo-star.com
In your email, please send us your full name, order number, clear photos of the wrong /damaged /defective items with the shipping label in the same frame, and clear photos showing how the items were packed. After reviewing and approving it, we will mail out a replacement to you.

Missing/Wrong Items:
If you received a wrong or missing item from your package, we will make sure to get you the correct items at no additional cost. Please email us at store.cs@yo-star.com with your full name, order number, photos of the items with the packing list, and photos showing how the items were packed. We will arrange any replacement needed after reviewing the case.

Incorrect/Invalid Address:
Packages with an incorrect or invalid address, missed delivery, or refused delivery will be returned to our warehouse. Once the return is initiated, we will notify you to provide the correct address. If we do not get a reply from you within 3 days, we will cancel the order. The refund of the value of the products will not be processed until the package reach our warehouse. We will inform you of the arrival of the package and issue the refund of the products.

Exchanges:
We only replace items if they are defective or damaged upon receiving them. If you need to exchange an item, please see more details under the Damaged/Defective Items section.