Welcome to our online store! We value every customer and aim to provide an exceptional shopping experience for both new and returning customers. To achieve this goal, we continuously improve our frequently asked questions (FAQ) list.

For customers visiting the BBK STAR online store for the first time, it's normal to have questions or be unsure where to start. We understand your concerns and have prepared some common questions and answers to help you navigate the entire shopping process smoothly.

Additionally, you can always reach out for personalized assistance by sending us an email. Our team will be delighted to support you.

General Questions

How can I communicate with customer service online?

Our customer service team is available in the Shanghai time zone from Monday to Friday, 9:00 am to 6:00 pm. If you have any questions during the shopping process, you can communicate with us online during these working hours. Our team is committed to providing you with excellent service and support.

If you contact us outside of the aforementioned working hours, we may miss your message, but we will attempt to respond to you via email using the address you provided. Please check your inbox or spam folder for our reply. For any further assistance, you can reach us at help@bbkstar.com.

Can I only use PayPal for payment?

Currently, we have a limited number of payment methods available. However, we have plans to expand and add more payment options in the future.

How can I view my order?

After a successful payment, you will receive an email with your order information. If you provided an email address during the payment process, you will be automatically registered as a user. You can log in to our website using your email address to view your order. Alternatively, you can also register for a new account before making a payment.

In short, you can access your order either through the email we send you or by logging into our website.

How can I track the shipment?

We will send you an email with the tracking number to the email address you provided after the shipment. You can use this number to track the shipment on the shipping company's website.

Similarly, you can also log into our website to view the tracking number for your shipment.

To track your shipment, please visit the following webpage: https://track.4px.com/

How can I access the store's policy information?

To view the policy information, including the refund policy, privacy policy, terms of service, shipping policy, and contact information, you can scroll down to the bottom of our website. There, you will find links to our various policies and contact details.

How do I request a refund if I need one?

If you need a refund within 60 days from the date of payment, and the product is undamaged, you can request a refund by contacting our customer service. Once we receive the product and verify that it meets the return criteria, we will issue a full refund. Please note that if there are any shipping charges involved in this process, you will be responsible for covering those expenses.

"This transaction couldn't be completed. Please redirect your customer to PayPal."

When you open the checkout page using the PayPal Express Checkout button, if you haven't completed the payment verification with PayPal, you will see this prompt. Currently, Shopify's payment system does not automatically redirect for verification. To avoid this issue, you may need to manually verify the PayPal payment or refrain from using the Express Checkout button. You can learn more through this link.

Apparel Personalization

Which clothing styles in the store can be personalized/customized?

Most of the clothing styles in our store can be personalized/customized. However, the customization cost may vary depending on the production cycle.

If your order quantity is less than 10 pieces, we currently only support customization options for names and numbers.

If a particular style does not have customization options available on the product page, but you would like to have it personalized/customized, please contact our customer service team before placing your order to inquire about the feasibility of fulfilling your request.

Can we customize unique team jerseys exclusively for our team?

We can customize unique children's football team jerseys for you.

You will need to provide the team emblem and specify your desired printing font. The Minimum Order Quantity (MOQ) is 11 pieces, meaning you need to order a minimum of 11 team jerseys.

Please get in touch with our customer service team to discuss and tailor the customization according to your preferences.

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