FAQs
Frequently Asked Questions
Do you offer refunds?
As a one-woman operation, I am unable to offer refunds. Aside from the cost of raw materials, my time is spread thin and is not something I can get back regardless of an item being returned. Because scent is deeply personal, I strongly recommend purchasing samples or reaching out with questions before ordering a full size. I cannot be responsible for individual scent perception or ability to smell; however, the notes listed in each perfume description accurately reflect the ingredients used.
For full details, please review the Refund Policy:
https://stardustandstems.com/policies/refund-policy
What happens if my order is delayed?
Once an order has shipped, transit times are determined by the carrier and are outside of my control. Any delivery dates or shipping timeframes shown at checkout or in tracking are estimates, not guarantees.
If tracking shows no movement or delivery after 10 days, please email me at tararose@stardustandstems.com and I will open a USPS service request to begin a mail search on your behalf.
Packages are not considered lost until they have been in transit for more than 30 days from the ship date. If your order has not arrived after that time, I will review the situation and offer an appropriate resolution.
For full shipping details, please see the Shipping Policy:
https://stardustandstems.com/policies/shipping-policy
My order says it was delivered, but I have not received it. What should I do?
If a package is marked as delivered by USPS, it is considered successfully fulfilled. Once an order is marked delivered, responsibility transfers entirely to the carrier. In this situation, you will need to contact your local USPS office directly to investigate, locate the package, or file a claim. Unfortunately, I am unable to replace or refund orders that are marked as delivered.
More information can be found in the Shipping Policy:
https://stardustandstems.com/policies/shipping-policy
What happens if my product arrives damaged?
If your product arrives damaged, please contact me with photos and an explanation within 24 hours of the delivery date shown on tracking. Beyond this window, I cannot be held responsible for damage. Many products I sell are heat sensitive, and most heat damage occurs after delivery. Please avoid leaving packages on hot porches or in mailboxes. For damage related to rollerball leakage, please see below.
For full details, please review the Refund Policy:
https://stardustandstems.com/policies/refund-policy
Will you replace a rollerball perfume that leaked in transit?
Rollerball perfumes (10 ml ) are oil-based and may thicken in cold weather. Due to the nature of rollerball bottles, minor leakage during transit is normal and expected, and even a very small amount can sometimes affect the label. Replacement labels are always available upon request.
Rollerball perfumes are only eligible for replacement or refund if there is significant product loss, defined as a visible loss of more than approximately 10% (1 ml) of the bottle’s contents. If you are concerned about the possibility of leakage, I recommend choosing an atomizer format instead.
Full rollerball details are outlined in the Refund Policy:
https://stardustandstems.com/policies/refund-policy
Can I request a specific sample with my order?
Samples are occasionally included with orders when time and inventory allow. As each item is blended and packaged by hand, I’m not always able to include samples, and I’m unable to accommodate free sample requests. When samples are included, they are not full bottles and contain a few drops intended for one-time use only. Thank you so much for your understanding and for supporting a small, one-woman studio. ♥️
Can I purchase a sample of a custom perfume?
Creating a custom perfume is a time- and material-intensive process. It takes a minimum of two hours to formulate a scent I would feel comfortable selling, often much longer, and involves multiple drafts using costly materials. For this reason, I’m unable to offer samples of custom scents. However, when you purchase a custom perfume at full price, I will include two to three sample variations to choose from before finalizing your full-size bottle.
Why are some of your perfumes more expensive than others?
Perfume pricing reflects the cost of raw materials. Essential oils and absolutes such as Neroli, Jasmine Absolute, Rose Absolute, and Sandalwood are exceptionally costly, and perfumes containing these ingredients are priced accordingly.
Why is there sediment or cloudiness in my perfume?
At Stardust & Stems, perfumes are not filtered (though tinctures are). Sediment or cloudiness is a natural result of working with real plant materials—resins, roots, fruits, and flowers infused into oils and alcohols. These natural variations add depth, character, and evolution to the scent over time.
Learn more here: Unfiltered Perfumes
Which perfumes are vegan? Which perfumes contain no synthetic fragrance?
Visit our Master Scent List