Change-of-mind returns
Core Collection pieces may be returned within 14 days of delivery. Contact us before returning an item. It must be unused, unassembled where applicable, in its original packaging and in resellable condition. Return shipping and safe return transit are the customer’s responsibility.
Halo and other clearly identified limited-edition pieces are final sale for change of mind.
Damage, faults and incorrect items
Inspect your delivery promptly. Report visible transit damage or an incorrect item within 72 hours of arrival, including your order number and clear photographs of the product and packaging. This reporting period helps us act quickly and does not exclude rights that cannot legally be excluded.
Where a product fails an applicable consumer guarantee, remedies may include repair, replacement or refund depending on the circumstances. Limited-edition status does not remove these rights.
Refund timing
Approved change-of-mind refunds are issued to the original payment method within 5–10 business days after the returned item is received and inspected. Your financial institution may require additional processing time.
How to make a return
- Email us with your order number, the item being returned and the reason for the return.
- Wait for return authorisation and the correct return address before sending the item.
- Repack the item securely in its complete original packaging and use a tracked delivery service.
- Keep your lodgement receipt and tracking information until the return is resolved.
Do not return an item to an address printed on its original parcel or directly to a fulfilment partner unless Astrelle instructs you to do so. Unauthorised returns may be delayed or refused where permitted by law.
Cancellations
Orders may be cancelled without charge within 48 hours, provided fulfilment has not started. After 48 hours, cancellation is only possible before dispatch and genuine non-refundable supplier or processing costs may be deducted. We will disclose those costs before confirming the cancellation. Once dispatched, the returns process applies.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Start a return or report a problem at support@astrelle.store.