Exchanges & Returns

Customer Service Contacts



Support, Product or other information:

Phone Number: (818) 686-1777


Online Exchange and Return Policy

We want you to be happy with your purchase! Items returned within 15 days of invoice date can be exchanged or refunded if:

  • Item was purchased from our New Star website. Purchases made in-store can only be exchanged at one our physical locations.
  • Item is not worn, used, washed or damaged. We recommend trying on all purchases inside, in a clean environment. Please do not try shoes or clothes on outside.
  • Item is free of dirt, hair, and odors.
  • Item has all original tags and labels.
  • Item must be returned in its fully intact original shipping box/bag or other secure shipping method.
  • Shoes must be returned in their original shoe box with all accessories (stickers, laces, etc), and must be carefully packed in their original shipping box or other secure shipping box. We will not accept shoes returned in only a shoe box.

For all online exchanges and returns, please contact us at with your purchase information. 

We will contact you as soon as possible during regular business hours (Mon-Fri 10-6:30 excluding holidays). Please return with our provided return authorization included in the return shipment. Packages without return authorizations will not be accepted.

Customers will be responsible for return shipping label cost. We recommend an insured carrier. We do not accept C.O.D. returns.


Damaged, Defective & Wrong Item

Please contact us at with purchase information if you find your item is damaged, defective, or wrongly shipped. We will gladly cover return shipping to quickly get you the item you are looking for whenever possible or a refund if we cannot. Items must be damaged, defective or wrongly shipped. We do not cover regular wear and tear or general buyer's remorse.


Store Credit

At this moment, Store Credit may only be received and used through the original "method" of purchase whether in-store or online.

In-store store credit may only be received and used in-store use. In-store store credit may be used at any of our physical locations but is not use-able online.

Online store credit may only be received online and used online. Online store credit is not use-able in-store.