Frequently Asked Questions - VIP Store
All VIP items that are available for purchase with your StarsCoin are displayed in the client Cashier. Please note the VIP Store items, photographs and descriptions displayed on the website are for illustrative purposes only. To place an order through the desktop client you need to follow these steps:
- Log in to your Stars Account.
- Go to the Cashier
- Click on the ‘VIP Store’ button.
- Browse the products on offer, select the item you wish to purchase and click ‘Buy This Item’
- A new window will appear with an Order Form. From here you can:
- Choose size and colour (if required), and quantity
- Confirm that your address is the one listed and is correct. If it is not, please update or use a different delivery address
- Confirm or update your telephone number. Please Note: If this is your first order, you will need to provide your telephone number in the spaces indicated (including the country code) before the order can be completed.
- Enter your personal tax code (if required)
- Click on "Next"
- Read the disclaimer. If you disagree with the information stated you can decide to cancel this order by clicking on ‘Cancel’. If you wish to proceed, please click on ‘I agree to the above stated terms’.
- The Purchase Confirmation popup box will appear, click ‘Confirm’. At this stage, and before you confirm the order, you can decide to go back and update the colour, quantity, and your address and phone number. You can also cancel your order.
- An automated email will be sent to you with your order confirmation. Please check that everything is correct.
You can find the VIP Store in the mobile client under the ‘More’ menu. Mobile customers can purchase tournament tickets and cash rebates in the mobile VIP Club store. All other purchases must be made through the desktop client. If you are unable to make a purchase via the desktop client and would like us to enter your order for you, please email Support with the following information:
- Full name
- Full mailing address
- Phone number
- Item(s) you wish to order
Orders can be processed as early as three hours after being placed. Timeframes for order processing will depend on the item and day you are ordering. Some items, such as Security Tokens or Electronics, are processed on a weekly basis. Please note that when ordering during the weekend, your orders will be processed on Monday/Tuesday.
The delivery time for VIP Store items varies according to each region, as follows:
|Europe, Canada, Australia and New Zealand||4-6 weeks|
|Middle East, Africa and rest of the world||6-8 weeks|
|Commonwealth of Independent States and Latin America||8-10 weeks|
If you do not receive your order within the specified time frame, please contact Support. Otherwise, your package is assumed to have been delivered.
- If I want the order to arrive sooner, can I pay extra?
No. We do not offer express service, and we cannot make exceptions. All orders are delivered in the same timeframe.
- If I did not receive my order, but forgot to let you know after the timeframe stated for my region has expired, what happens?
Unfortunately, orders older than three months (12 weeks from the date the order was placed) cannot be credited back unless they have been returned to us. This is why it is very important for you to email us straight after the expiration of the delivery timeframe for your region if you haven’t received, so that we may track it and investigate the delay.
This is a requirement from your local authorities to allow for the courier/express parcel to be delivered. This information sits with the order and is not to be used for any purpose other than the shipping of your order, in conformity with the data protection laws.
The purpose of our StarsCoin system is to reward our regular and loyal players for play at our tables. The items in the VIP Store can only be exchanged for StarsCoin and cannot be purchased with cash, credit card or a combination of these methods.
If you wish to have an order sent to an alternate address, you may order the item as normal, but during the order process there will be an option to send the item to an alternate address ('Use Different Address'). Please DO NOT change the address on your account. It is important to provide an address where someone will be available to receive the package. Please note that some shipping restrictions may apply for certain countries and, as a result, you may not be able to get some items delivered to another country.
Once you place an order, there are no further costs you will need to pay as shipping and taxes are included in the StarsCoin cost.
However, depending on your country of residence, certain duties and taxes may be payable to the relevant authorities in order for you to receive goods which you have ordered. Additionally, you may be required to provide certain documentation before such goods will be released to you.
You are fully responsible for paying any fees and/or providing any documentation as may be required by the relevant authorities in your country of residence. Failure to do so is at your own risk and no StarsCoin will be reimbursed to you as a result of your non-compliance with any requirement within your country of residence for the release of your goods.
In the unlikely event of a customs request for payment, please note that we will reimburse your account once we receive a copy of the commercial invoice included in the parcel, the paid receipt (clearly showing the amount), and proof that the delivery was from us by means of our Shipping Invoice (Pick Note). Simply email Support and we will gladly assist you.
There is a sizing chart for each item available on our website. When you are ordering, click on "more information" and this will open up the webpage to the item that you are interested in. Please be sure to check the measurements carefully as our sizes vary in fit.
As with any other online store, we cannot accept any returns or exchanges for items that were on Sale, or those sold via the ‘Outlet’ category.
Similarly, orders that have already been processed at standard full prices before they became available as a Sale or under the Outlet Category cannot be changed nor can any reimbursements be issued.
You must contact Support to have your return approved as there are certain procedures and restrictions.
If you order the wrong size, you can return the item; however you will need to pay for the shipping costs. You should always check our sizing charts to make sure the item will fit properly.
Should you receive a different item than the one you have purchased, you may be required to send it back to us at our cost; the correct product will be shipped to you free of charge. Kindly contact Support and we will gladly assist you.
Please keep in mind that if an item is returned to us without the original order number included in the package and/or without authorization, we will not be able to credit back StarsCoin or send a replacement.
All gift certificates (including any gift codes which are not redeemed) are non-refundable and cannot be cancelled, exchanged or returned following purchase. This does not affect your statutory rights. Please ensure you carefully select and choose any Gift Certificate orders from the VIP Store.
Orders cannot be sent to a P.O. Box address as someone must be available to receive the package.
- Log in to your Stars Account via the desktop client (order history is not currently available via the mobile client).
- Click on the Cashier button.
- Click on the VIP Store button. A pop up window will come up.
- Click on Order History. A pop up window will appear with all the orders ever made
Some items are shipped from different locations and will arrive separately.
- Depending on the stakes and game you are playing, VPPs are usually earned where rake or a tournament fee is paid. They do not have any value in and of themselves, but contribute to your progress in completing VIP Steps. For more information on VPPs, please visit our VIP Club FAQ.
- StarsCoin is the currency you earn for completing Steps, which can be redeemed for items in our VIP Store or for entry into the many tournaments that we offer. Please visit our Steps page to learn more about how to earn StarsCoin.
Yes. As long as the status of the order is 'New' you can go ahead and cancel it through the desktop Cashier. If you need to alter your order, you will first need to cancel the order and place a new order.
Once your order is placed, you will be sent full details via an order confirmation email. Please check any details carefully. Then the order is processed for packing and shipping. Orders are processed on a daily to weekly basis, depending on the item.
Please note that orders can be processed as early as three hours after being placed. Once an order is processed, it can no longer be cancelled or altered.
Unless you receive a reply to your order change request, we cannot guarantee this change or cancellation has been made.
Please email Support immediately and add the following details:
- Order number
- Item name
- Shipping company
- The problem with the item
- A photo of the item
Once we receive all the required information, we will proceed accordingly. Depending on the item, you may be requested to send it back to us.
- Go to the Cashier window in the desktop client
- Click on VIP Store
- Customizable products
- Choose the item you are interested in
- Once you click on 'Buy this item' you will notice an 'Enter the text you would like to see on your item' field. This is where you insert the text of your choice. Please note format and field length may vary depending on item type.
The Fulfillment Centre will not accept any walk in returns/exchanges. You must mail your order to the return address provided to you by the VIP Store Customer representative.
Once the product arrives in its original condition, a new one will be sent out to you or the StarsCoin will be credited in your Stars Account, depending on the arrangement made.
Please do not call the warehouses directly; no information will be given out nor can you buy any items from the Fulfillment Centre.
All inquiries must be sent to Support.
Not all of our distribution centers use the same method for dispatching orders. If you do not see your order status as mailed, it does not mean that it has not been shipped. For further inquiries regarding your order please contact Support.
If you have any questions that we have not covered please e-mail Support.
Every PokerStars player is a member of the VIP Club. As you move up the levels, you get even bigger rewards.
No matter what your VIP level, earn rewards from the VIP Club. You’re a VIP from the first hand you play!
Earn VIP Player Points (VPPs) and FPPs to get rewarded. The Earning Points page explains how it works.