Shipping/Returns

Why was my refund amount reduced?

Please be assured that customer satisfaction is our number one priority. If a delivery is returned due to an error on our end, we will of course reimburse you the entire purchase price including all additional costs such as shipping and any fees incurred. Nevertheless, we ask for your understanding that in the case of self-inflicted returns (e.g. receiving a product that you no longer want or a courier's return due to an incorrect or incomplete address, etc.) shipping costs, applicable fees, and courier return fees will be deducted from the refund amount. All these costs are borne by us, as no courier reimburses these costs out of goodwill.

We are a family-owned small business in Canada and unfortunately, unlike companies like Amazon or similar, we cannot take on these costs without this being at the expense of our service.

How long will standard orders take to ship?

For orders within Canada, we normally ship via FedEx, Canada Post or Canpar. During the check out you can choose your preferred carrier and the shipping costs will be individually calculated. Assuming it is in stock, your order will ship out within 1-2 business days. Within Canada, you should receive your order within 1-7 business days from the shipping date. International shipping will take approximately 7-10 business days.

If you need to receive your order sooner, please let us know and we can give you an estimate for express shipping.

How much does shipping cost?

We ship via Canada Post, so your shipping charges will depend on the size, weight, and destination of your package. All shipments are insured and trackable.

Some oversized products may be subject to additional delivery fees. This will be noted at the end of the product description. We will contact you with a shipping quote on the item(s) and you will then have the option of proceeding with the purchase or declining. A refund will be issued to you should you decide not to go ahead with the order.

When will my delivery arrive?

Our partners deliver Monday to Friday 8 a.m. to 5 p.m. local time. If the delivery cannot be completed for example, if you’re not home, the carrier will leave a notification at your door telling you where and when you can pick up your order or they might attempt another delivery.

How about tracking/problems with shipping?

Once your order is shipped, we will send you a confirmation e-mail that will include your tracking number. You'll be able to check the status of your order online by entering your tracking number.

If you have misplaced your tracking number, please e-mail us at "service@MyBrilliantStar.com"

If you have not received your confirmation e-mail from us or believe that there may be problems with your shipment, please e-mail us at "service@MyBrilliantStar.com"

Can you ship to a P. O. Box or APO/FPO address?

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.

Pre-Orders

What do you mean by Pre-Order?

Given that we receive orders form our German supplier twice a year, some items might be out of stock once in a while. Usually, items are no longer available at that moment. A "notify option" appears and if requested we notify you as soon as items are back in stock. 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. Please understand that even available products you order in addition to pre-ordered items are going to be shipped together as soon as new stock is available. If you need certain products immediately, please order separately.
With this option, MyBrilliantStar offers you to order an item that is not in stock at the moment, but that will be in stock at a later date. We let you reserve the items you want by ordering them in advance before they are officially available, without having to worry about these products selling out.


When do I have to pay for my pre-ordered items?

Order and pay for an item before its intended arrival date to guarantee delivery. MyBrilliantStar will reserve the item upon its actual arrival from Germany. Therefore, you will be charged during check out when you place your order. To guarantee a reservation of your pre-ordered items we require immediate payment. The ordered items then are delivered immediately as soon as the delivery arrives from our supplier in Germany.

International Orders

What about international orders?

International shipping to the United States will take approximately 7-10 business days.

Are there any additional costs that will be due upon receipt of my international order?

Any costs which may arise for customs and taxes are not included. The order total presented will be the exact amount that you will be billed by MyBrilliantStar. There will never be any additional costs billed by MyBrilliantStar regarding an international order. 

Gift Certificates/Coupons

How about gift certificates?

Gift certificates may be sent by Canada Post or by e-mail.

What is a Coupon?

A coupon is a certificate with a stated value if it is used when purchasing a specified product in accordance with the coupon's terms and conditions. You have to type in the coupon code during the checkout. The system will automatically reduce the cost of the product by the specified amount/percent on the coupon.

Product Information

How to assemble the star?

Download your individual and illustrated PDF in our Assembly Instruction Section.

How many pieces are in a Box?

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.

I noticed that it fills with water when it rains. Is this normal or should I keep the star under cover out of the rain?

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 

Is there a hanger or hook device to hang the plastic Herrnhut Star from a hook outside, or does it hang from the cord itself? 

There is no hook device, it hangs from the cord itself! The provided ribbon makes it save enough, even during windy days.

The plastic pins are very sturdy, any hints for getting the clips in? 

We suggest bending the pins back and forth before you assemble to make them a bit more flexible. Don´t try to push the pins thru both points at one time. Start putting the pins in one piece first and then into the other. Don´t assemble in the cold, warmer pins are less sturdy!
TIP: If you disassemble after the season, keep the pins in the upper points, next year it takes just half of the time.

How can I reconnect the connector at my A1e lighting kit (respectively at the power sources)? 

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.

Safety

Do you have safety instructions?

Yes, we have. Please find the most important safety instruction here:

1. 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
2. Never use a bulb that is more than 40 Watts.
3. 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.
4. Never hang up the star close to candles and other inflammable materials.
5. Never hang up the star only on the cable, always use the cord.
6. Make sure that the star always hangs free.
7. The star may be only used for decoration. It is not a toy.
8. Please store the star (especially the paper star) in a dry place and avoid high temperatures.
9. 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