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FAQ
How To Shop
How will I know if STARTHREESIXTY.COM has received my order?
After you place your order, you will receive a confirmation email from STARTHREESIXTY.COM within 15 minutes informing you that your order has been received. If you do not receive a confirmation email after 15 minutes (please ensure the email was not sent to your junk folder), it means we have not received your order and no payment has been received by STARTHREESIXTY.COM. You will then need to place a new order. If you placed the order through your account, you can locate it on My Orders under My Account. Please contact us at sg.support@starthreesixty.com for further assistance.
There’s an item missing from my order, what should I do?
Please check the invoice that was included in your package. If there is any missing item(s), contact us at sg.support@starthreesixty.com.
All orders will be fulfilled based on available stock. If a particular product in your order does not meet our quality checks or is out of stock, your order will be processed with the remaining item(s). Item(s) not included will be refunded accordingly.
How can I view my order information and history?
To view your order information and history, sign in to your account, go to My Account and then to My Orders. Track the View Order button that corresponds to your order number. If you have opted for guest checkout, you can view your order information via the confirmation email sent to you. Please contact us at sg.support@starthreesixty.com for further assistance.
Can I amend my order?
For all orders, we are only able to amend the billing/shipping address. You can’t amend the size/colour of the item(s); remove or add item(s); or change the payment mode.
Can I cancel my order?
Once your order has been placed successfully, you will not be able to cancel it.
When I place an item in my shopping bag, will it automatically be reserved for me?
Placing an item in your shopping bag does not guarantee that the item has been reserved. Complete the checkout process to ensure you get your item(s).
My order was unsuccessful, what should I do?
If your order was not successfully placed, please check that the correct address, postal code and authentication code (if applicable) were used.
I received an error when placing my order, what should I do?
Please provide a screenshot of the page where you experienced the error, or copy the error message and send it to sg.support@starthreesixty.com for further assistance.
My Account
Do I Need To Have An Account To Shop At STARTHREESIXTY.COM?
Having an account with STARTHREESIXTY.COM will speed up the checkout process and allow you to keep track of your orders. You can sign up for an account before shopping or create one before you head to checkout.
You also have the option to shop through guest checkout. However, your information will not be stored and you will not be able to check or make amendments to your order if you have opted for guest checkout. If you change your mind, you can still create an account after placing your order using your current details.
What are the benefits of creating an account?
By creating an account, you will be able to:
1. Receive a 10% off when you sign up with us for the first time
2. Checkout faster by saving your address in your Address Book
3. View your order status and history under My Orders
4. Save your favourite items in your Wishlist
5. Receive the latest news on Promotions, New Arrivals and Online Exclusives
How do I create an account?
Head on over to the My Account page and fill in your particulars under Create An Account.
How do I sign in to my account?
Enter your email address and password into the My Account field.
How do I reset/Change my password?
Head to the My Account page and enter your email address under Forgot Your Password. You will receive an email with a link to reset your password.
To change your password, sign into your account and head to Reset My Password.
How can I edit/update my account details?
Sign in to your account, head to My Account. You can then edit/update your particulars.
How can I edit/update my billing and shipping addresses?
Sign in to your account, head to My Account and then to Address Book. You can then edit/update your billing and shipping addresses and save them for future orders.
Payment
What currencies do you accept?
We accept Singapaore dollar only.
Will STARTHREESIXTY.COM store my payment information?
STARTHREESIXTY.COM does not store any customer's credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to Cybersource or PayPal, our payment gateway provider.
What is PayPal?
PayPal offers faster, safer and easier checkouts, while protecting customers from revealing their credit card details and other financial information. Save your PayPal account details on MBT’s checkout page to speed up future purchases. You can remove your account anytime you wish.
What is CyberSource?
CyberSource, a wholly owned subsidiary of Visa Inc., is the only integrated payment management platform built on secure Visa infrastructure and is one of the leading providers for internet and mobile payment services. CyberSource provides its services to banks, corporations and e-businesses in the worldwide market. For credit card payments, you will be linked to CyberSource’s website, a secure site where all your credit card information will be stored.
My payment has been declined, what should I do?
Please try again and make sure you’re including the correct information for login details, card number, expiry date, etc. If the problem persists, contact your issuing bank or try an alternative mode of payment. For further assistance, please contact us at sg.support@starthreesixty.com.
Why do I see double records on my online bank statement for my purchase?
All payments made using a debit card will result in two records: authorisation and settlement. You will see both records reflected on your online bank statement. Authorisation refers to funds held by the bank while the payment is in the process of being approved or declined. Settlement refers to the actual payment (i.e the merchant has captured the fund that was on hold previously). Please note that although there are two records, there is only one single charge. For further clarification, please speak to your bank.
Shipping & Tracking
What are the available delivery options and rates?
We currently deliver via Ninja Van with order tracking services. Free delivery is available for orders above S$100. Otherwise there will be a flat shipping fee of S$6 incurred.
*Please note that delivery may take longer during sale events.
Does my order come with a guaranteed delivery date?
Please note that the expected delivery date/time is at our best approximation and might be affected by conditions such as shipping restrictions, payment authorisation, online security checks and stock availability.
How can I track my order status?
Once you’ve signed into your account, you can view your order status in My Orders under My Account. Your order status is reflected next to your order number.
If you opt for guest checkout, you will not be able to view your order status.
For further assistance, please contact us at customecare@gigasport.com.my.
I have not received my package, what should I do?
If you did not receive your package by the expected delivery date, please check on the shipment by tracking your order using the given Ninja Van tracking number. For further assistance, please contact us at sg.support@starthreesixty.com.
Can I change my shipping address after my order has been dispatched?
Unfortunately, we are unable to redirect orders once your items have been shipped. If the address provided is incorrect, the package will be returned to us by the delivery agent.
Please ensure you provide the correct shipping address. Check your address carefully when placing an order and ensure you choose the right location in the shipping address field. To remove an outdated or incorrect address from your account, sign in to your account and edit/update your address in your Address Book.
Where does STARTHREESIXTY.COM ship to?
STARTHREESIXTY.COM currently ship to Singapore only.
Do I have to pay duties and taxes?
For delivery within Singapore, the local sales tax (GST of 7%) is automatically applied to your order in accordance with Singapore’s tax regulations. You are not required to pay for any additional costs.
Can I request for a tax refund?
We do not accept tax refunds for purchases made at STARTHREESIXTY.COM
Returns & Exchange
I have received an incorrect/missing/defective item in my order. What should I do now?
If you have received an incorrect/ missing / defective product, please email our customer service advisors at sg.support@starthreesixty.com and let the representative know the details of your order. They are available Monday through Friday from 9am to 6pm. They will then assist you further.
How do I make a return?
We want you to love your purchase with us. Try them in the comfort of your home and for return of the item(s), return it within 7 days of receiving your order.
- Please make sure the item(s) is in original condition, with the original packaging and original tags attached.
- A final inspection will be done to ensure all items are in their original condition before processing your returns.
- Returns that do not meet our policy will not be accepted and will be returned to you at your cost.
All returns must be unworn and unopened, unwashed and undamaged, in their original condition with all original tags attached and/or in their original packaging which must also be undamaged in its original condition.
The original packaging must also be returned in its original condition and must not be marked, labeled, damaged, or taped.
Due to health and hygiene, we do not offer refunds on underwear, swimwear products unless faulty. Starthreesixty Singapore reserves the right to reject your return should the item, its box or packaging be marked, damaged, or not returned in a saleable condition.
Please note that exchanges and refunds are not permitted for products that are on discount of 50% off or more
If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP.
Note: return shipping cost will be borne by buyer unless item is shipped wrongly or in defect condition.
How do I make an online return?
Our return policy is only applicable to any item(s) purchased online, within 7 days of receiving your order.
All returns and exchanges are to be shipped to the address below:
STARTHREESIXTY.COM (RETURNS DEPT)
119 Genting Lane #02-00
HB@119 Genting Lane
Singapore 349570
We recommend you opt for a shipment method that enables tracking. STARTHREESIXTY.COM will not be responsible for the loss of a returned parcel.
To receive a Return & Exchange confirmation, please email us at sg.support@starthreesixty.com with the subject title: Return Request – Your Order Number & Reason. Our customer service team will assist you with the return process.
When will I receive my refund?
Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 2 working days.
After the return has been approved, it takes up to 14 working days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.
*Please note that your refund will take up to 21 working days if you have made your purchase during our online sales period.
Please allow up to 7 working days for your account to be credited. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information.
Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a defective or wrong item. The refund will be issued by STARTHREESIXTY.COM to your original payment method.
How do I make an exchange?
Exchanges are only allowed for items bought in STARTHREESIXTY.COM and within 7 days of receiving your order. Exchanges are subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value; refunding you via your original payment method; or any other methods at the discretion of STARTHREESIXTY.COM.
You are only allowed to exchange the same item in a different colour and/or size subjected to stock availability.
All returns must be unworn and unopened, unwashed and undamaged, in their original condition with all original tags attached and/or in their original packaging which must also be undamaged in its original condition.
The original packaging must also be returned in its original condition and must not be marked, labeled, damaged, or taped.
Due to health and hygiene, we do not offer refunds on underwear, swimwear unless faulty. Starthreesixty Singapore reserves the right to reject your return should the item, its box or packaging be marked, damaged, or not returned in a saleable condition.
Please note that promotional items or markdown items are not eligible for exchange or return. All sales of promotional or markdown items are final
Please email us at sg.support@starthreesixty.com with the subject title: Exchange Request – Your Order Number & Reason, our customer service team will assist you with the process. Or Click on the Live Chat on the bottom right of the website. A final inspection will be done to ensure the item(s) is in its original condition before processing your exchange.
Note: return shipping cost for exchanged item will be borne by buyer.
Terms & Conditions
1. STARTHREESIXTY.COM reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
2. All risks in shipping the item(s) to STARTHREESIXTY.COM shall be borne by you. STARTHREESIXTY.COM shall not be responsible for any loss or damage to the item(s) which is being returned to us.
3. Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
4. Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
5. STARTHREESIXTY.COM shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
6. Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by STARTHREESIXTY.COM, or if the item(s) has been modified in a manner not authorised by STARTHREESIXTY.COM.
7. STARTHREESIXTY.COM makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
8. Please note that promotional items or markdown items are not eligible for exchange or return. All sales of promotional or markdown items are final.
9. STARTHREESIXTY.COM decisions on Returns are final.
Customer Service
How do I contact customer service?
You may refer to our FAQ section for some quick answers and continue shopping at STARTHREESIXTY.COM. However, if you have any further enquiries, simply write to us sg.support@starthreesixty.com, and we will get back to you within the next 7 working days.
Please refrain from sending multiple emails as it could result in a delayed response time.
Products & Pricing
No price/ Zero dollar value on items listed
Our company reserved the rights to reject purchase order for item/s that is listed ZERO dollar in value on our websites (MBT and Starthreesixty.com.
Any merchandise that were placed with ZERO dollar value on our website will automatically be cancelled. Delivery charges made other than the zero dollar value will be refunded.
Do you provide repair services?
We are sorry that repair or replacement services are not available at all retail stores in Singapore.
How do I find the most suitable sizes and fit?
We recommend that you refer to our Size Guide to help you find the most suitable sizes for your products.
If the item you’re looking for is out of stock online, we can check for its availability in our physical stores, provided it’s not an Online Exclusive. Please contact us at sg.support@starthreesixty.com for further assistance.
Our products are restocked regularly, depending on stock availability and demand.
How often is the website updated with new products?
New arrivals are introduced monthly. Browse our latest collections on the New Arrivals page.
Does STARTHREESIXTY.COM offer price adjustments?
Any form of price adjustment to orders is not applicable.
What Are The Terms And Conditions For 10% Off Your First Purchase?
Promotion is valid for first online purchase only. Promotion code will be sent to your registered email, and promotion code has to be applied at checkout. Please note you must be signed in to your account for your promotion code to be applicable.
Promotion code is not valid in conjunction with other discounts, promotions or vouchers.
Promotion is only valid at STAR 360 online store unless otherwise stated. STARTHREESIXTY.COM reserves the rights to modify or terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subject to change without prior notice. In the event of a dispute, STARTHREESIXTY.COM decision is final.
How Do I Take Care Of My BIRKENSTOCK Products?
- Do not use aggressive cleaning agents, such as cleaners containing alcohol, acidic cleaners, etc
- Always use care products on inconspicuous areas.
- Do not put leather and cork in the washing machine.
- Not every cleaning method is suitable for all materials. In the trade there is a variety of care products - adapted to the respective material types.
- You will also find special helpers such as stain remover, crepe brush, stretching agent, deodorant spray and cleaning rubber for suede and nubuck leather.
- Our shoes must not be soaked during cleaning, as the natural materials used can react very sensitively to this, or can even be destroyed.
- Our footwear must be dried gently if they have become damp. They must not be exposed to strong heat for drying, as this would be the case, for example, in the dryer, on the heater, or in direct sunlight.
- Textile shoe materials and also elastic bands can be cleaned with a damp cloth.
- Treat stains according to type and origin.