FAQ's
We’re glad to have you here and have put together answers to the most common questions to help you shop with confidence.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Where do you ship, and how long does delivery take?
We ship to most countries worldwide using established international logistics networks.
Delivery times vary by destination, typically ranging from 6–12 business days after dispatch.
Detailed tracking information is provided once your order ships.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order weight.
Free shipping may be available for eligible orders or destinations.
Any applicable options will be clearly shown before payment.
Will I need to pay customs duties or taxes?
Customs duties and import taxes are determined by local authorities and are the customer’s responsibility unless otherwise stated.
For selected destinations, prepaid tax or duty options may be available at checkout.
Can I change or cancel my order after placing it?
Orders are processed quickly to ensure timely delivery.
If you need to make changes or cancel, please contact us as soon as possible.
Once an order has been shipped, it can no longer be modified or canceled.
What is your return policy?
Returns are accepted for eligible items in unused, original condition within the specified return window.
Some items may be non-returnable due to their nature or packaging.
Please contact our support team before sending any return.
What should I do if my order arrives damaged or incomplete?
If your order arrives damaged or missing items, please contact us promptly with photos and order details.
We will review the issue and provide an appropriate resolution.
You can reach our support team at hello@hoyostar.com.
Orders
Below are some of are common questions about orders
Do you accept pre-orders?
Yes, some items are offered as pre-orders when they are not yet ready for immediate dispatch.
Pre-order availability will always be clearly indicated on the product page before purchase.
When will pre-order items be shipped?
Pre-order items are shipped once they become available from the manufacturer or supplier.
Estimated shipping timeframes are provided on the product page and may be subject to change.
You will receive a shipping confirmation once your order is dispatched.
Can I cancel a pre-order?
Pre-orders may be canceled before the item enters the processing or fulfillment stage.
Once processing has begun, cancellation may no longer be possible.
Please contact us as soon as possible if you need assistance.
Can I change my order or shipping address after placing an order?
If your order has not yet been processed, changes may be possible.
Once an order enters fulfillment or has been shipped, modifications can no longer be made.
Contact us promptly if you need to request a change.
What payment methods do you accept?
We accept major credit cards and other secure payment methods shown at checkout.
All payments are processed securely at the time the order is placed.
Products
Below are some common questions about our products
Are your products officially licensed?
We offer a curated selection of officially licensed products and merchandise sourced from trusted manufacturers and distributors.
Product descriptions clearly indicate licensing or sourcing details where applicable.
What comes with my purchase?
Each product includes the items listed in the product description.
Packaging and included contents may vary depending on the manufacturer or edition.
May the product differ slightly from the images shown?
Product images are provided for reference and illustration purposes.
Minor variations in color, packaging, or finishing may occur due to production batches or display settings.