Refund Policy

Returns and Refunds Policy (U.S. Customers)

At Astral Collective, we hope your order arrives safely and meets all your expectations. However, if something does go wrong, we're here to help! Please note that return shipping costs are the customer’s responsibility unless the item is damaged or faulty.

We ask that you contact us directly for any concerns rather than through social media, as we may not see your comments in time. Please email us at hello@astralcollective.com with your order details, and we will assist you promptly (within 24-48 business hours, during our operating hours).

Damaged or Faulty Items: If your item arrives damaged or doesn't match the description, we will provide a replacement at no cost to you. You must notify us within 5 business days of delivery and include photo evidence of the damage. If your parcel is confirmed lost by the shipping carrier, we will also replace it at no additional charge, as long as we are notified within 30 days of the expected delivery date.

Shipping & Lost Parcels: If the tracking shows your package was delivered, but you did not receive it, we are unable to offer a replacement or refund. Instead, we will provide you with the carrier’s details to help you investigate further.

Change of Mind: Please note, we do not accept returns for items due to change of mind. This includes situations like financial constraints, no longer needing the item, or a change in circumstances.

International Returns and Refunds Policy

For our international customers, please note that return shipping is the customer’s responsibility unless the item is damaged or defective upon arrival. We also recommend using a tracked shipping service for returns, as we cannot be held responsible for lost items during the return process.

Customs Duties & Taxes:
Please be aware that customs duties, taxes, and any additional fees imposed by your country are the customer’s responsibility. These fees are separate from shipping charges and may be due at the time of delivery. Astral Collective is not responsible for any customs delays or charges that may arise during the shipping process.

Damaged or Faulty Items:
If your item arrives damaged or defective, we will provide a replacement at no additional cost to you. Please notify us within 5 business days of receipt and include photographic evidence of the damage. For items lost in transit, we will provide a replacement once the shipping carrier confirms the parcel is lost, provided that you notify us within 30 days of the expected delivery date.

Returns:
If you wish to return an item due to a mistake on our part (damaged, faulty, or not as described), please contact us within the specified timeframes. Return shipping is at the customer’s expense, and we do not offer refunds on the original shipping costs.

Refunds:
For international refunds, once processed, the refund will be credited back to your original payment method. Please note that it may take 5-7 business days for the refund to appear in your account, depending on your bank or payment provider.

Shipping Delays:
International orders may experience delays due to customs, especially during peak seasons. We cannot control these delays, but we will assist you by providing tracking updates whenever possible.

Exemptions: Some items cannot be returned, including perishable goods, gift cards, downloadable software, and certain health and personal care items. Please check before purchasing.

Refund Process: If we cannot replace your item, we will issue a refund. Once approved, your refund will be credited back to your original payment method within 3-5 business days.

Returned to Sender: If your parcel is returned to us due to an incorrect address or unclaimed delivery, you will be responsible for the cost of reshipping once we confirm the updated address.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, check your bank account a second time.

Then contact your credit card company, it may take some time before your refund is officially posted.

Has it been 5-7 working days (excluding weekends and public holidays) since the refund was processed?

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@astralcollective.com.

Sale items (if applicable)

Sale items or any purchase with a discount (including using a discount code at checkout) cannot be refunded. 

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@astralcollective.com 

For any other inquiries or issues, please contact us at hello@astralcollective.com. We are here to help!