We are located in Vancouver, BC, Canada and ship within Canada and to the USA.
The delivery time of your order will depend on several factors, including your location, the shipping method you choose, and the processing time of your order.
Typically, orders are processed within 1-2 business days. After processing, delivery times for standard shipping can range from 2-8 business days.
Please note that delivery times may be longer for shipping to remote areas, during peak holiday seasons, and special weather alert.
Once your order is packed and ready to ship, you will receive an email with tracking information so you can keep track of your package. To track your order please use the following link: https://mybrilliantstar.com/apps/track123
If you have misplaced your tracking number or believe that there are may be problems with your shipment, please email us at service@mybrilliantstar.com.
Please note that small products (such as spare parts) can also be sent as letter mail, which is not trackable.
Depending on your shipping address and package size, shipping options are offered and calculated during the checkout process.
In the checkout process, we provide you with various options for your shipping. As an example, yes we can ship to a P.O. Box in Canada.
Customers may choose to pick up their orders at our office location in Vancouver, BC.
Pick-up is only available by appointment on Monday - Friday, 10:00 am – 4:00 pm
ADEPT24 Business Solutions Inc., c/o MyBrilliantStar - Showroom Vancouver, BC
232-1868 Glen Drive, Vancouver BC, V6A 4K4, Canada
(Unit #232 is on the 2nd floor)
If you receive a package that has been damaged during shipping, we're sorry for any inconvenience this may have caused. Here are the steps you can take to resolve the issue:
Document the damage: Before opening the package, take photos of the exterior of the box to document the damage. Then, open the package and take photos of the damaged items.
Contact the carrier: Contact the carrier as soon as possible to report the damage and file a claim. They may request photos of the damage and may schedule a time to inspect the package.
Contact our customer service team: Please contact our customer service team to let us know about the damage to your package. We may be able to assist you with filing a claim with the carrier and/or issuing a replacement order.
Keep all packaging materials: The carrier may request to inspect the packaging materials, so be sure to keep all of the original packaging and damaged items until the claim is resolved.
Please note that the carrier may take several days to process the claim, and the resolution will depend on the carrier's policies and procedures. We will do our best to assist you with the claims process and ensure that you receive a replacement or refund as quickly as possible.
We are partnering with reliable carriers but sometimes packages do get lost or delivered incorrectly. If your package is missing, there are a few steps you can take to try to locate it:
Check your tracking information: If your package was shipped with a tracking number, check the status of the package on the shipping carrier's website. This will show you the most recent location of the package and any updates on its delivery status.
2. Contact the carrier: If your tracking information indicates that your package has been delivered, but you have not received it, contact the carrier directly to inquire about the delivery. Sometimes, packages are delivered to the wrong address or left in a secure location.
3. Check with your neighbors: It's possible that your package was delivered to a neighbour by mistake. Check with your neighbors to see if they have received any packages addressed to you.
4. Contact our customer service team: If you have taken these steps and are still unable to locate your package, please contact our customer service team. We will work with you to investigate the situation and determine the best course of action, which may include filing a claim with the carrier or issuing a replacement order.
Please note that we are not responsible for lost or stolen packages once they have been delivered to the address provided at checkout. However, we will do everything we can to help you locate your missing package and resolve the issue as quickly as possible.
Order & Payment
If you need to make changes to your order, please contact our customer support team immediately. Depending on the status of your order, we may be able to update the shipping address, cancel an item, or add an item to your order.
However, if your order has already been shipped or is in the process of being shipped, we may not be able to make any changes to it. In that case, you may need to return the item(s) and place a new order.
At MyBrilliantStar, we offer a variety of secure and convenient payment options to make purchasing from our online store easy and stress-free.
During checkout, you can pay for your order using any major credit card, including Visa, Mastercard, American Express, and Discover. We also accept payments via PayPal and Apple Pay.
To ensure the security of your payment information, we use industry-standard encryption technology and do not store your payment details on our servers.
If you have any questions or concerns about payment options or the checkout process, please don't hesitate to contact our customer support team for assistance. We're always happy to help
We accept several payment methods to make your shopping experience as convenient and secure as possible. Currently, we accept the following payment methods:
1. Credit and Debit Cards: We accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover.
2. PayPal: You can also pay using your PayPal account, which is a fast, secure, and widely accepted online payment method.
3. Shopify Payments: This is a payment gateway integrated with Shopify platform. You can use your credit or debit card to complete your purchase.
4. Apple Pay and Google Pay: If you are shopping on a compatible device, you can use Apple Pay or Google Pay to complete your purchase quickly and securely.
Please note that we do not accept cash on delivery or checks as payment methods. If you have any questions or concerns about the payment options available, please feel free to contact our customer service team for assistance.
Yes, we accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover.
Please note that for international shipments, the receiver may be subject to additional taxes, duties, or customs fees, which are not included in the purchase price or shipping cost. These charges are the responsibility of the receiver and may be collected by the customs authority in the destination country. It is advisable to check with the customs office or relevant authorities in your country for information on potential taxes and duties before placing an international order.
Some items might be out of stock once in a while. Usually, items are no longer available at that moment. If an item is out of stock, you can request a notification when it becomes available again.
Sometimes, it makes sense to offer a pre-order option to give you the chance to order in advance e.g. if time or stock is limited. This allows you to reserve items that are not currently in stock but will be available in the future, ensuring you don't miss out on them.
Please note that if you place an order with pre-ordered items and other available products, they will be shipped together once new stock arrives. If you need certain products immediately, please place a separate order.
If you pre-order items, you will be charged during the checkout process when you place your order. Immediate payment is required to guarantee the reservation of your pre-ordered items. Once the pre-ordered items are available, they will be promptly shipped to you.
For your own comfort please loosen all points and detach the clips before you start the assembly. Loosen paper stars through a light rotation of each point. For assembling a star with mixed colours (yellow/red or white/red) always start with a red point and make sure that no two points with the same color are directly adjacent to each other.
A plastic star giftbox (A4/A7) with lighting kit contains 17 square points, 8 triangular points, a set of clips, 1 cover cap, 1 cord and a bulb. The A13 encloses a cover plate instead of the cover cap and a set of bolts and nuts instead of the clips.
A paper star gift box (i4-i8) with lighting kit contains 18 square points (1 point as a replacement), 9 triangular points (1 point as a replacement), 1 set of clips, and 1 x suspension link.
In the case of heavy rainfall, water may accumulate in the lower points of your outdoor plastic star. While this should not affect its overall safety, you may want to slightly cut the lowest point (approximately 2 millimeters) to help the water run through more easily.
There is no hook device, it hangs from the cord itself! The provided ribbon makes it save enough, even during windy days.
The best way to get the pins in is to use a flat-head screwdriver to carefully push or pry open the clips, then insert each pin one at a time. Start with one clip and then work around the edges of the panel until all the pins are installed. Take your time, and ensure that each pin is properly seated before moving on to the next one.
To increase flexibility, you can try gently bending the pins back and forth before inserting them. Don't try to push the pins through both points at one time; start by inserting them into one piece first, then move on to the other. If you plan on disassembling once the season is over, keep the pins in the upper points to save time next year. Additionally, assembling the pins in warmer temperatures makes them less brittle and less likely to break.
In the unlikely event of losing the connection between the cable and the socket please follow the next steps:
At first, loosen the screw with a small screwdriver
Second, you need to insert the cable next to the screw inside the socket
Finally, fix the screw again
The connection is now restored. You can also find a video in our section assembly instructions.
Please refer to the safety instructions that come with all our products for important information.
You can also see the most important safety instruction here:
To illuminate the star we recommend our lighting sets plastic stars: cable 5m / 10m long, E26 socket and cable, and a bulb paper stars: cable 5m, E12 socket and cable, and a bulb
Never use a bulb that is more than 40 Watts.
Before you use the star make sure there is enough space between the bulb and the star. Under no circumstances should they touch each other.
Never hang up the star close to candles and other inflammable materials.
Never hang up the star only on the cable, always use the cord.
Make sure that the star always hangs free.
The star may be only used for decoration. It is not a toy.
Please store the star (especially the paper star) in a dry place and avoid high temperatures.
In the case of severe rain, it is possible that water collects in the lowest square point of your outdoor plastic star. It has no bearing on the safety. Tip: You could slightly shorten (approx. 2mm) the lowest
Returns
MyBrilliantStar will accept returns on unused products in the original packaging in resaleable condition within 14 days after you have received your order.
If you would like to return your order, please follow these steps:
1. Contact our customer support team within 14 days of receiving your order to initiate the return process.
2. Provide us with your order number and the reason for the return. We'll then provide you with instructions for returning your item(s).
3. Pack the item(s) securely in the original product packaging, and include any accessories or documentation that came with the item(s).
4. Ship the item(s) to the address provided by our customer support team. Please note that you will be responsible for the cost of return shipping.
If you are a local customer you are also welcome to return the product to our office in Vancouver, BC.
Once we receive your returned item(s), we will inspect them to ensure that they are in new and unused condition. If the item(s) meet our return policy requirements, we will issue a refund to your original payment method, minus any shipping charges.
Please note that that a refund takes a few days to be visible on your bank/credit card statement.
Yes, we are happy to offer exchanges for items purchased from MyBrilliantStar. MyBrilliantStar will accept exchanges on unused products in the original packaging in resaleable condition within 14 days after you have received your order.
If you would like to exchange your item(s) for a different size, color, or style, please follow these steps:
1. Contact our customer support team within 14 days of receiving your order to initiate the exchange process.
2. Provide us with your order number and the reason for the exchange. We'll then provide instructions for exchanging your item(s).
3. Pack the item(s) securely in the original product packaging, if possible, and include any accessories or documentation that came with the item(s).
4. Ship the item(s) to the address provided by our customer support team. Please note that you will be responsible for the cost of return shipping. You are also responsible for the shipping costs of the new product in exchange. In this case the real shipping costs will be charged, special shipping rates (such as flat rate or free shipping) do not apply to reshipments.
If you are a local customer you are also welcome to return the product to our office in Vancouver, BC.
Once we receive your returned item(s), we will inspect them to ensure that they are in new and unused condition. If the item(s) meet our exchange policy requirements, we will issue an invoice for the price difference (if any) and the reshipment and send out the new item(s).
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
If you have any questions or concerns about our exchange policy, please don't hesitate to contact our customer support team for assistance. We're here to help you with your exchange.
MyBrilliantStar will accept returns or exchanges on unused products in the original packaging in resaleable condition within 14 days after you have received your order.
Shipping charges will be deducted from the refund amount.
Purchaser must contact MyBrilliantStar via email at service@mybrilliantstar.com prior to returning products.
Please read our full Return Policy here: https://mybrilliantstar.com/policies/return-policy
My Account
MyBrilliantStar offers customers to make a purchase without creating an account or providing personal information beyond what is necessary for the transaction, such as billing and shipping details.
You can complete the purchase as a guest and will not have access to any additional features or benefits that come with creating an account (e.g. save your billing and shipping information for future purchases, see purchase history, etc.).
To reset your account password please follow following steps:
1. On the MyBrilliantStar website navigate to the login page (My account) via the login button in the upper right corner of the website. 2. Click on the "Forgot?" link next to the password field. 3. You will then be prompted to enter the email address associated with your account and receive an email with instructions on how to reset your password and regain access to your account.
To change your address in your current account please follow following steps:
1. On the MyBrilliantStar website click on the "Account" button in the top right corner. 2. Log in to your account using your email address and password. 3. Once logged in, you should see an "Address" section on your account page. Click on the "Edit" button next to the address you want to change. 4. Update the address information as needed. 5. Click the "Save" button to confirm the changes.
Legal
MyBrilliantStar uses cookies to enhance and personalize your shopping experience on our website.
Cookies are small files that are stored on your device and allow our website to remember your preferences, recognize you on your next visit, and provide you with personalized content and recommendations. We also use cookies to analyze website traffic and improve our website's functionality.
If you have any questions or concerns about our use of cookies, please don't hesitate to contact us.
By accessing or using any part of the MyBrilliantStar site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.
Read our Terms of Service carefully before accessing or using our website.
Please read our full Terms of Service here: https://mybrilliantstar.com/policies/terms-of-service
Our privacy policy outlines how personal information is collected, used, and protected. This includes the types of information collected (like name, address, and payment details), how it's used (e.g., for processing orders or sending marketing emails), and how it's stored securely. The policy also covers how customers can access, update, or delete their information.
Our return and refund policy outlines the process and conditions for our customers to return or exchange items they purchased and to receive a refund. The policy specifies the time frame for returns and any restrictions on which items can be returned or refunded. It also explains the condition the items must be in for a return or exchange to be accepted, and for which costs the customer will be responsible.
Our shipping policy outlines the terms and conditions for delivering products to customers. The policy specifies the shipping methods available, estimated delivery times, and any shipping costs or fees that apply.
Please read our full Shipping Policy here: https://mybrilliantstar.com/policies/shipping-policy
