Orders and payment

Which payment methods do you accept?
Bank card, PayPal, Apple Pay and payment in 2, 3, 4, 10 or 12 instalments with Alma (subject to approval by Alma). Payment in 10 or 12 instalments is a consumer credit: its fees and annual percentage rate of charge (APR) are stated when you take out the credit. Credit is a commitment and must be repaid. Check that you can afford the repayments before committing. Except for instalment payments, payment is taken when you order. Payments are secured by our payment providers: we never store complete card details.

Can I change or cancel my order?
Contact us as soon as possible at sav@starcowparis.com with your order number. If it has not shipped yet, we will do our best. Once it has shipped, you can exercise your right of withdrawal (see "Returns and refunds").

My promo code doesn't work.
Check its conditions (validity period, minimum spend, eligible products). Unless stated otherwise, codes cannot be combined and do not apply to items that are already discounted.

Products and availability

Are your products authentic?
Yes. All products sold by Starcow are 100% authentic and sourced directly from the brands.

Can you order a product or size that is sold out?
Almost all our stock is online; some pieces are sold in store only, at 41 rue Berger (marked "In store only" on the product page). We cannot order an item or a size that is unavailable on the site.

Can I pre-order?
We do not offer pre-orders.

Delivery

Is delivery free?
Yes, in mainland France on orders of €150 or more (excluding parcels over 20 kg delivered to your home). The discount is applied automatically at checkout, no code needed.

When will my order ship?
Orders are handed over to the carrier within 72 business hours. Orders placed on Friday after 2 pm ship the following Monday. You receive an email with the tracking link as soon as your order ships.

Where do you deliver and how much does it cost?
In mainland France, we deliver to your home (€7 to €32) or to a pickup point (€4 to €28), depending on the weight of the parcel. We also deliver to the French overseas territories (€13 up to 2 kg, €17 above; New Caledonia and Wallis and Futuna: €45), within the European Union and to the rest of the world. Nike, Nike SB, Nike ACG and Jordan Brand products cannot be delivered to the United States. Costs and the estimated delivery time are shown before you confirm your order. Outside the European Union, customs duties and local taxes are payable by you.

My parcel is damaged or has been opened.
Record precise reservations with the delivery driver, take photos and write to us at sav@starcowparis.com the same day.

Tracking says "delivered" but I haven't received anything.
Check with your neighbours, your building caretaker and your pickup point, then contact us: we will open an investigation with the carrier. You will be asked for a written statement of non-receipt.

In-store pickup

Can I pick up my order in store?
Yes, free of charge, at 41 rue Berger, 75001 Paris. Wait for the email confirming that your order is ready before coming in, and show it at the counter with a form of ID.

Returns and refunds

Important: items must be returned new, unworn, complete and in their original packaging (intact original shoebox for footwear). An item that has been worn, even slightly, or is damaged, incomplete or returned without its original shoebox is subject to a deduction proportionate to its loss of value, which may reach 100% of its value if it can no longer be resold.

How long do I have to return an item?
14 days from receipt, including sale and limited-edition items. Let us know by email at sav@starcowparis.com, from your customer account or with the withdrawal form, then send the item back within the following 14 days.

Where should I send my parcel?
Starcow Paris – Service retours, 41 rue Berger, 75001 Paris, France. Return costs are paid by you; we recommend a tracked service.

What condition must the item be in?
New, unworn, unwashed, complete, with all its tags and in its original packaging. For footwear, the original shoebox is part of the product: return it intact (including tissue paper, laces and accessories), with nothing stuck on it, inside a shipping carton, and only try the shoes on a clean, smooth surface. Every return is checked on receipt: an item that has been worn, even slightly (marked soles, creases, odour, dirt), or is damaged, incomplete, or returned without its original shoebox or with a damaged or marked box, is subject to a deduction proportionate to its loss of value, which may reach 100% of its value if it can no longer be resold; it may then be sent back to you at your request and at your expense. We inform you of the amount of the deduction beforehand, with photos.

When will I be refunded?
No later than 14 days after you inform us of your withdrawal, to the payment method you used. The refund may be withheld until we receive the item or your proof of shipment.

Can I exchange for another size?
We do not offer direct exchanges: return the item and place a new order in the right size.

Sizing

Which size should I choose?
Our sizes are given in European sizing (EU). Fit may vary between brands and models. If in doubt, write to us with the model you are interested in and the size you usually wear: we will advise you before you buy.

Drops, raffles and limited editions

How do raffles work?
Each launch has its own rules, published on the site before registration opens. They set out the dates, eligible countries and payment terms for winners.

Are there purchase limits?
Yes: one account per person, and limited quantities per customer, per household or per address on limited editions. Orders placed using bots, multiple accounts or for resale are cancelled and refunded.

Contact us

By email: sav@starcowparis.com
By phone: +33 1 88 13 20 82 (press 2 for customer service)

If a dispute with our customer service remains unresolved, you can refer it free of charge to the consumer mediator CM2C (www.cm2c.net).