Frequently Asked Questions
1. Where can I track my order?
Uncharted Stars
We will email you the tracking number and the delivery company when ship out your order.
-- Please pay more attention to the email you used to place your order, we will send the order confirmation, order updates, tracking information and all other information to the email you used to place your order.
(1) The most common reason is that the email you used to place your order is invalid.
(2) Please check your junk mail box to see if the confirmation email was wrongly went there.
You can track your package here: https://www.17track.net/en
or
FedEx: www.fedex.com
DHL: www.dhl.com
CNE: https://www.cne.com/English/
J&T Express: https://www.jet-logistics.com/en/logisticstracking.html
Yun Express: https://www.yunexpress.com/
Please contact us as soon as possible once you found that the devliery status is abnormal. We will contact the express company and get back to you when we got reply.
And if the package has been arrived in your local place, it's always helpful if you could call your local deliverer.
Please kindly understand that we're not responsible for the lost pacakges under the listed situations:
- Moved without informing us timely before order has been shipped.
- No person at home and no one could be reached on phone when parcel is under delivery.
- Parcel being destroyed by the local express company because of long-term unavailability of the receipent.
- Uncharted Starstried to contact the receipent by email / SMS but never get replies.
2.Where can I get an update of my order?
Uncharted Stars
If you already registered in our website, you can easily find your order(s) under the Order History in your personal account. And we update the status of each item in your order.
But how can I check my order status if I placed my order as a guest?
You can contact us with the email you used to place your order, or inform us the payment transaction ID which also will help us to find your order quickly. We will inform you the status of each item in your order.
Or, you can create an account with the email you used to place your order(s), and your order(s) can be found under the Order History in your personal account.
We totally understand our customers' concerns about the long processing time. Here we list some main reasons of why your order takes so long:
- Missing necessary shipping information, like the contact phone number or post code.
Please kindly understand that we can't ship your package without the contact phone number and the post code (except for a few countries that have no post codes).
We often contact our customers by email when we need more shipping information, but sometimes the emails might be wrongly went to your junkmail box.
So very appreciate if you could leave us your shipping address with all the information.
And please kindly understand that we can't ship packages to P.O. boxes.
- Some of the items in your order are still under processing.
When you order multiple items together, we often ship them together in one package when everything is ready.
And please kindly understand that if you prefer to separate your order, an extra shipping cost will be needed. And it will be more if your package contains heavy items like platforms, full set hime dresses and etc.
3. Special reasons like the epidemic situation.
3. Will you restock the items which are out of stock?
Uncharted Stars
Not all the out of stock items will be restocked in the future. But we often update the product availability information on our social media accounts:
https://x.com/UnchartedStars7
You also can get updates by:
- Subscribing our emails to keep updated. Emails we sending include the promotion information, new arrivals, hot sale items recommendations and etc.
- Sending us the product link or the full name of the product your want to buy online, or leaving us messages by creating a ticket. We will get back to you as soon as we see your messages.
- Some hot sale preorder items might be available for preorder again, but the processing time will be at least one month longer than the first batch of preorders.
- Since Lolita fashion is a slow fashion, so some dresses might be available for preorder the next year with more color options, some small changes, more style options and so on.
4. What are OP / JSK / KC and etc. stand for on your website?
Uncharted Stars
OP — Short for "One-piece", a one-piece lolita dress with sleeves. The sleeves could be short or long.
JSK — "Jumperskirt", a sleeveless dress with straps. Usually paired with a blouse underneath.
SK — Short for "skirt".
Overall Dress — An overall dress is a dress with a bib and adjustable shoulder straps wear crisscrossed at back.
Underskirt – Used under dresses/skirts to add details or extra length to the hem of your dress or skirt. An underskirt will not add the required volume like a petticoat. Usually are not suitable for wearing alone, but there are some indie brands that will make the design to be able to wear alone.
Bloomers — Shorts designed to be worn with a petticoat, or under skirts. Lolitas use them for modesty or warmth sometimes. It should not be visible naturally, though there are exceptions to this.
KC — Short for "Kachusha/Katyusha". A headband with a bow on it. A headpiece was first known as the Kachusha/Katyusha head bows in the Taisho period of Japan.
Petticoat — Used under dresses/skirts to gain the poofy Lolita silhouette. There are mainly two types of petticoats: Tulle petticoats and Fishbone petticoats.
Sax — Comes from the term "Saxon blue", which is similar to light blue. A dye made by dissolving indigo in sulfuric acid.
5. What can I do if I received a wrong item or an item is missing in my package?
Uncharted Stars
Please contact us by online chat or email unchartedstars@hkus1688.com once you found that you have received a wrong item or an item you ordered is missing.
Please send us the photos if you received a wrong item.
We will process and send the missing (right) item as soon as possible once comfirm the mistake.