Help & Customer Service Center | StratosFair

Help Center

Frequently Asked Questions (FAQ)

We accept payment from debit or credit cards - American Express, Discover, VISA, Mastercard, Maestro, Cirrus, as well as payments made by PayPal, Amazon Payments, Apple Pay and Stripe.

Yes we do! To buy one of our e-gift cards, you can search gift cards in the product search bar. If you buy one of our e-gift cards, this is only valid to use online and will be sent to you electronically via email.

Our gift cards can be purchased online. To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours. 

Your gift card should appear in your emails within 24 hours of purchasing. If you have still not received it, please contact support.

If you are having trouble paying for an item, please try an alternative payment method and check with your card provider to make sure your card is active without restrictions. If none of those options worked, please contact us at [email protected] and one of our customer service representatives will help you as soon as possible.

Unfortunately, our gift cards are non-refundable. 

Your gift card is valid for 12 months from the date of purchase.

First, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Second, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product. If it’s still not working, please contact support and our team will be able to advise you further.

  • Free WorldwideTracked Shipping: All orders will qualify for free tracked shipping worldwide. Some orders will have an option of 2-5 business days if the supplier is located in the US and the shipping address is located within the USA. You will be given a tracking number as soon as your order is picked up by the courier. You can use your tracking number to track your package on our Track My Order page.
  • Priority Tracked Shipping + Insurance: For an additional shipping fee, you can choose our priority tracked shipping + insurance at checkout to skip the line and have your order processed and shipped first to reduce delivery time. Additionally, you will have the added security of a money-back guarantee if anything happens to your order during transit. Priority tracked shipping + insurance is available for international orders.

All orders will qualify for free tracked shipping worldwide. You will be given a tracking number as soon as your order is picked up by the courier. You can use your tracking number to track your package on our Track My Order page.

For an additional shipping fee, you can choose our priority tracked shipping + insurance at checkout to skip the line and have your order your order processed and shipped first to reduce delivery time. Additionally, you will have the added security of a money-back guarantee if anything happens to your order during transit. Priority tracked shipping + insurance is available for international orders.

Yes, you can. Along with your order confirmation, once your order has been shipped a tracking number will be sent over to you so you can track your order on our "Track My Order” page.

Yes, we currently ship to the following countries: Australia, Austria, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great , Britain, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Saudi Arabia, Singapore, Spain, South Korea, Sweden, Switzerland, Thailand, Turkey, Ukraine, United Kingdom, United States, and Vietnam. 

Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Custom or Import Charges are not applicable for orders within the USA.

Shipping is free on all orders. However, we offer an alternative paid shipping options, Tracked Priority Shipping with Insurance. If you chose this option at checkout you should expect a shipping charge on your order.

After your item is fulfilled by our warehouse you will receive a tracking number. If you have not received a tracking number yet, your order is still being processed and waiting to be fulfilled. If the processing/delivery time frame has passed and you’ve still not received your items, please get in touch with us at [email protected].

  • Average transit times to the United States, Canada, & Mexico: 3 - 12 Business days
  • Average transit times to International Destinations: 7 - 21 Business days

Cancellation of any orders have to be made before an item’s shipping and tracking information has been confirmed and sent to the customer. We cannot make exceptions for order cancellations on orders that have shipping and tracking information confirmed. If you wish to cancel your order after receiving your tracking information you will need to return the item to our returns center after receiving the item and our support team will refund your money back to you after we have received the returned item.

All shipping times quoted on thestratosfair.com are estimates and cannot be guaranteed due to shipping being handled by 3rd party shipping couriers that are outside of thestratosfair.com’s control. Due to shipping being out of our control we cannot issue a refund to any customer while the package is in transit to its destination. A refund will only be granted once the item has been returned and received by our returns center. Please note all quoted shipping times are the average shipping time that we have experienced for past orders to specific locations. All quoted shipping times do not include fulfillment and processing time. 

Order amendments on any orders have to be made before an item’s shipping and tracking information has been confirmed and sent to the customer. 

If you have misspelled or auto-filled your address incorrectly, simply email us or use the contact us form and provide your order number and your correct shipping address and we will notify you once your order has been updated. Address changes can be made up to 12 hours after placing your order.

It is the responsibility of the buyer to make sure that the shipping address entered is correct. We will do our best to update an incorrect address as soon as we can but any changes made after the 12-hour time frame cannot be guaranteed.

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout or the email address associated with your account. If for some reason you did not receive this email, please check your spam/junk folders. If you still cannot find the confirmation email please log into your account to check that your order was initially processed. If you are still having problems please contact us!

If you are in the US and have not received your order within the delivery time frame, please notify us by email support within 30 days of the date on which you ordered the products. For international customers, please allow up to 35 working days before contacting us regarding a missing order.

If you receive a package that does not contain your entire order, please check your confirmation emails and tracking numbers from StratosFair support. You may have received multiple tracking numbers as each individual product may be shipped from different fulfillment centers across the globe as we continue to search for products in the lowest-priced markets.

For example, if you buy 3 separate items from StratosFair you may receive one tracking number for 2 of the 3 products and one tracking number for the 3rd product. This is due to our inventory being located across the globe.

For this reason, it is possible for items to arrive in separate packages on separate days.

We unfortunately don't have control over the taxes that are charged - they are added in automatically and are subject to tax laws that are currently being updated. To give you a little more info: the way that taxes are charged online within the USA is changing right now because of the South Dakota v. Wayfair case. Because of this case, online tax parameters will no longer necessarily match up to each state's laws that apply to in-person purchases. If you'd like more information about this case, the following article gives a helpful overview: https://www.aicpa.org/advocacy/state/south-dakota-v-wayfair.html

If you receive a package that does not contain your entire order, please check your confirmation emails and tracking numbers from StratosFair support. You may have received multiple tracking numbers as each individual product may be shipped from different fulfillment centers across the globe as we continue to search for products in the lowest-priced markets.


For example, if you buy 3 separate items from StratosFair you may receive one tracking number for 2 of the 3 products and one tracking number for the 3rd product. This is due to our inventory being located across the globe.


For this reason, it is possible for items to arrive in separate packages on separate days.

Yes, your card will be charged right away since we don't store payment information for security purposes.

Unfortunately, our gift cards are non-transferable and cannot be cancelled or returned.

After the customer initiates a returns request, a returns label will be created and sent to your email from our support team. You will need to print off this returns label, attach it to the outside of the package, and take the package to the respective courier. The package must be shipped by the customer within 14 days of receiving the returns label for the return to be valid.

We do not issue exchanges. If you would like to exchange your item for a different item, you will need to return the original item and then purchase your desired product from the website.

Yes, but the refund will be placed on a gift card.

No, once an item has been personalized this makes it non-returnable.

As a business we're constantly changing our prices due to fashion trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you've ordered, we are unable to refund the price difference.

Your item must be in "like new" condition. If wear and tear from customer use are visible on the product we will not be able to issue you a full refund.

If you have a dispute over your refund please contact support.

StratosFair grants full refunds (full refunds include any taxes, delivery & return shipping label costs, and cost of goods) and exchanges when StratosFair is the party at fault. This includes products you receive that are damaged, defective, not as described, or the delivery was never made.

Initiate a returns request for the item. After the customer initiates a returns request, a returns label will be created and sent to your email from our support team. You will need to print off this returns label, attach it to the outside of the package, and take the package to the respective courier. The package must be shipped by the customer within 14 days of receiving the returns label for the return to be valid.

Unfortunately, we do not provide prepaid labels for international orders (orders outside of the USA) but they can be shipped back on the customer's own accord for a refund or store credit. The shipping fee will not be refunded.

If you would like more info on a product before you purchase, please contact us using our contact us form.

We try to only advertise products available on site at that time, however sometimes this isn’t always possible – if there is something you see advertised and it isn’t in stock yet please feel free to email us for more information! We’ll always try and help.

Due to high demand, some of the items on our website do sell out very quickly! However, it’s worth checking back as the site is regularly updated.

No, if you do not want to set up an account with us we have the option to checkout as a guest. All you'll need is your contact, billing and shipping information.

Please try resetting your password initially. If this still doesn't work please contact us using our contact form and we'll try and help!

Please use the “Forgot Password” option on the login/signup page.

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please see here.

If you would like all information regarding yourself removed from our StratosFair database, please contact our support.

Click unsubscribe at the bottom of any newsletter or email your receive from us, alternatively contact our support team and we can remove your information from our database completely.