Star51

Frequently Asked Questions (FAQ's)

 

YOUR ACCOUNT

What are the benefits of creating an account?

- Faster and easier checkout

- View your previous orders

- Browse and change your personal information

- Change your password

- Receive our Newsletter for discounts & sale updates

Once registered, you can access your account information at any time during your visit on the site by simply logging in via the MY ACCOUNT tab. STAR51 is a secure site that respects your privacy.

How do I create an account?

Creating an account with us is easy and free. To create an account follow the quick step-by-step by clicking here.

Why am I having problems logging in?

This usually happens for two reasons: the email address and/or the password was entered incorrectly.

Incorrect e-mail 

If you have entered your e-mail address incorrectly when creating an account, you won’t receive a confirmation e-mail and consequently, your correct details will not be recognized next time you try to sign in.

If you think this might be the case, please email us at customerservices@star51.co.uk with your name and email and we will solve the problem for you.

Forgotten password 

If you have forgotten your password email us with your name and email and we will reset your password for you.

 

PAYMENTS

Does the website have payment security?

All payments are processed using Elavon, a leading online secure payment gateway. In addition to all transactions being encrypted using Secure Socket Layer (SSL) technology.

Every order is confirmed by an automated email which shows the details of your purchase.

Is it safe to order online?

Payments on star51.com are 100% private and secure. All your information is protected behind encryption technology known as Secure Socket Layer (SSL).

What currencies do you accept?

Star51.com currently accepts payments from all currencies.

What does it mean if my card is declined?

If your Credit Card has been declined it can be for a number of reasons:

·       You have written a number wrong.

·       You have written the date or security code (CVV) wrong.

·       The name and address does not match the address the Bank has on file for you.

·       Your Bank have refused it for security reasons.

·       There are not enough funds to cover the payment.

If you contact your Credit Card Provider or Bank they will tell you why they have declined it. You can then contact us and let us know, and we will try again.

What is a billing address?

Your ’billing address’ is the address that your bank or credit card provider sends your bills or monthly statements to. 

The billing name and address appear on the monthly credit card statement. If you only conduct your credit card billing via the internet, then this will be the address you entered when you registered with your online bank. 

Your bank needs this information to be correct as a security measure. When we process your order and charge your card, your bank asks us to verify the address that your card is registered to in order to make sure it really is you. (This is instead of entering your PIN)

What is the CVV and how do I find it?

The CVV (sometimes called the CVD or CVV2) is a feature to give you increased protection against credit card fraud online.

Visa/MasterCard 

The CVV is the last 3 numbers printed on the signature strip on the back of the credit card.

American Express 

The CVV or Security Code is the last 4 numbers printed on the front of the card above the card account number.

What payment methods do you accept?

We currently accept all major credit and debit cards: American Express, Visa, MasterCard, Delta, Switch/Maestro, Solo.

Please note we do not accept cheques or Western Union payments.

 

PRODUCTS

Can you give me more product information?

If you would like more information on any of our products, please contact us and we will be happy to assist you.

Do all your products comply with the Safety Regulations?

All Star51 products do comply with the relevant safety regulations and go through a strict testing regime of quality assurance during the design and manufacturing process.

How do I know which items are in stock?

All items shown on the website are in stock unless the words "out of stock" are listed next to the product. 

If you want to buy a size that has ‘out of stock’ against it, please contact us.

 

YOUR ORDER

How do I confirm you have received my order?

We send an e-mail confirmation for every order. You should receive this within 10 minutes. If you do not, please contact us

If you are a registered customer, you will be able to login to your account and view the status of your order and any comments or emails we have sent you.

Can I order by phone?

Yes. Give us a call and we will place the order for you over the phone.

Can I change my address after placing the order?

Please let us know immediately if you have made a mistake with your address so we are able to change it for you. Once your order has been dispatched, we cannot redirect it to a different address. Please be aware that it is your responsibility to provide the correct information when placing the order.