Astral Collective

My Account

Refund Policy

Returns and Refunds

We sincerely hope that all our items arrive to you safe and sound with no problems at all, but life is messy so sometimes things go wrong. 

We want to help you as much as possible! It's hard for us to help when an issue is brought up in a comment on a social post, or a review. We get A LOT of social media comments and while we try our absolute best to answer them all apps like Facebook and Instagram cannot always notify us of everything.  

We have no way of knowing that something has gone wrong unless you contact us with your relevant order info via the following methods. Usually we can always fix it easily and very quickly!  Please feel free to contact us at hello@astralcollective.com anytime, you may also contact us via the Facebook private messenger feature with questions or any issues. We will respond within 24 hours if not sooner during business days (NZT) 

***PLEASE NOTE*** Returns and Refunds for Astral Subscription Boxes, One-time purchases boxes and limited edition Astral Boxes are different than our other store items. Please refer to "Astral Box Refund Policy" section for the conditions relating to the stated products above.

Returns and Refunds 

We cover all items that are damaged, have a serious fault, or do not match the description. We reserve the right to first and foremost fix the error or accident by providing a replacement at no charge to you.

Shipping

If your parcel is lost in the post and has been confirmed by the relevant postal system that the parcel is lost we will provide a replacement to you at no charge. We must be notified by e-mail hello@astralcollective.com that the parcel has not arrived to you within 30 business days. If we are not notified of the parcel not arriving to you within this time frame we are unable to refund or replace. 

If your parcel or item/s are damaged during delivery, we will provide a replacement to you at no charge. We must be notified by e-mail hello@astralcollective.com that the parcel has not arrived to you within 5 business days of the delivery date, the e-mail must include photos of the damage . If we are not notified of the damage and provided with photo evidence within this timeframe we are unable to refund or replace. 

If your tracking number says it was delivered to your address but your claim is the you have not received the parcel we are unable to do anything. What we can do is provide you with the information for the delivery company so an inquiry can be made with them.

Please note, a change of mind is not a valid reason for refund. This includes but is not limited to these examples:

"My circumstances have changed"
"I do not want this purchase anymore"
"I can no longer afford this and would like a refund" 

"I want the money for something else that has come up"

Contact for all customer queries is: hello@astralcollective.com 

Exemptions

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

Additional non-returnable items:

Gift cards

Downloadable software products

Some health and personal care items

Refunds Process (if applicable)

If a replacement of the item is not available, and another solution is not possible we are able to provide a refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It can take 3-5 working days for the money to be reversed into your primary payment method and you will be notified by e-mail that a refund has been processed for you.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first 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 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 

My Parcel Has Been Returned To Sender. 

If it has occurred due to an error on our part we cover the cost of returning the parcel at our expense once it has arrived back to us. 

If it is returned to us due to the reasons below:

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

 

ASTRAL BOX REFUND POLICY

Returns and Refunds for Astral Subscription Boxes, One-time purchase boxes and limited edition Astral Boxes.

Billing and Charges

You are solely responsible for cancelling your subscription before the billing date / recurring order date. We can help with cancellations and stopping your subscription before this date by e-mailing us at hello@astralcollective.com and also through your "manage subscription" account. Not being able to access your account is not a valid reason for not cancelling before the billing date / recurring order date. We are available to assist you.

All sales are final, Subscription Boxes and One-time purchases are not shipped on a set date, or within the usual 48hours. These items are sent in batches throughout the relevant month, usually starting during the second week of the relevant month. The reason "my item has not shipped yet" is not a valid reason for a refund. The nature of this product and it's unique shipping structure is accepted by you as a part of the terms and conditions of sale.

Returns and Refunds

We cover all items that are damaged, have a serious fault, or do not match the description. We reserve the right to first and foremost fix the error or accident by providing a replacement at no charge to you.

Shipping

If your parcel is lost in the post and has been confirmed by the relevant postal system that the parcel is lost we will provide a replacement to you at no charge. We must be notified by e-mail hello@astralcollective.com that the parcel has not arrived to you within 30 business days of it been sent. If we are not notified of the parcel not arriving to you within this time frame we are unable to refund or replace. 

If your parcel or item/s are damaged during delivery, we will provide a replacement to you at no charge. We must be notified by e-mail hello@astralcollective.com that the parcel has arrived damaged within 5 business days of the delivery date, the e-mail must include photos of the damage . If we are not notified of the damage and provided with photo evidence within this timeframe we are unable to refund or replace. 

If your tracking number says it was delivered to your address but your claim is that you have not received the parcel we are unable to do anything. What we can do is provide you with the information for the delivery company so an inquiry can be made with them.

Please note, a change of mind is not a valid reason for refund. This includes but is not limited to these examples:

"My circumstances have changed"
"I do not want this purchase anymore"
"I can no longer afford this and would like a refund" 

"I want the money for something else that has come up"

Exemptions

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

Additional non-returnable items:

Gift cards

Downloadable software products

Some health and personal care items

Refunds Process (if applicable)

If a replacement of the item is not available, and another solution is not possible we are able to provide a refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It can take 3-5 working days for the money to be reversed into your primary payment method and you will be notified by e-mail that a refund has been processed for you.

My Parcel Has Been Returned To Sender?

If it has occurred due to an error on our part we cover the cost of returning the parcel at our expense once it has arrived back to us. 

If it is returned to us due to the reasons below:

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first 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 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 

Want To Know More...?

Sign up with your best email address below to be notified about theme announcements, what's inside the box and exclusive offers.