Refund Policy (Apparel and Clothing)
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 email@example.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 Purchase Boxes, Limited Edition Astral Boxes and other Items are different than our Clothing and Apparel items. Please refer the refund policy here for the conditions relating to the stated products above.
Refund Policy For Astral Clothing and Apparel
While we hope everything is perfect 100% of the time, we’re still human and sometimes there are mistakes.
We reserve the right to first and foremost fix the error by providing a replacement at no charge to you. If that is not possible a refund will be made to you.
Any claims for misprinted/damaged/defective items must be submitted within 7 Days after the product has been received to firstname.lastname@example.org
We do not refund orders for buyer’s remorse. This includes but is not limited to:
A change of mind
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
My Parcel Has Been Lost In Transit/ Lost In The Mail
Every now and then the Postal Service fails us, but no worries! We'll cover the costs of the items and shipping a replacement order to you!
For packages lost in transit, all claims must be submitted to email@example.com no later than 3 weeks after the estimated delivery date.
We will need to confirm information with you before arranging a replacement. We will need to confirm that the shipping address was correct and it is also good to double check and get in touch with your local post office to try locate the lost order. As that outcome is much quicker than arranging a replacement order.
Keep in mind that if tracking information states an order was delivered, we are unable to take responsibility and arrange a replacement. What we can do is provide you with information on how to make a claim/seek compensation from your Postal Service.
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.
Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore Astral Collective reserves rights to refuse returns at its sole discretion.
What If My Item Is Damaged In Transit/In The Post?
We've got your back! If any order arrives broken or damaged we will arrange for a replacement and reship your order at no expense to you.
We will need to confirm some information before doing this, you will need to send photos of the items that have been damaged in transit, and any packaging that also reflects this damage.
We know it can be hard choosing to shop with a new brand online! You can rest easy knowing if the size is incorrect you can arrange an exchange with us. Please read the policy and exchange process very carefully. And please try to make sure you choose wisely when using the sizing guide.
You are allowed to exchange for one time only so make sure to order the correct size. You must let us know you wish to Exchange your item within 7 days of receiving the item.
Items must be returned within 14 days of us giving you the green light for the exchange. (Please see below about how to do an Exchange.)
The return of the item is made at your own cost.
How To Make An Exchange
- Read the policies below carefully.
- If you want to exchange your goods please provide us with notice at firstname.lastname@example.org within 7 days of receiving the item. You will need to provide the order number and reason. We can then help you better with the next steps. Please do not return an item until we have given you the green light. This will be given within no more than 24 hours during business days. If we receive notice more than 7 days after you received the item you will no longer be eligible for an exchange or return.
- We’ve given the green light! Pack your items with their tags and invoice included in the original packaging. The items must be in their original condition (never worn (except for when you tried it on) or washed). Items will be inspected upon return. If they do not meet the below Return/Exchange Policy an exchange will not be issued and if you would like the items returned to you, you will need to cover the cost of postage.
- After mailing the item back, kindly send us a copy of the Tracking Number via email. This should be in response to the same E-mail notifying us of the return and our acknowledgement if possible.
Standard Exchange/Return Policy:
- All tags and packaging must be in original condition.
- We only allow for ONE exchange. Please make sure you select your sizing appropriately and use the size guide here. You can also talk to us about any sizing questions you may have.
- Original brand new condition required. The item(s) must not have been washed, worn (other than to try on), or have any markings, stains, or damage at all.
- Returns must include a valid Tracking Number. We are not liable for lost or stolen return packages.
- You pay return shipping. We don’t charge restocking fees or other fees.
- Allow 5-14 days for your store credit to appear to be sent to you.
- No return will be accepted for undergarments, swimwear or pants and clothing with built-in undergarment. These sales are final due to hygienic safety.
- Discounted items cannot be exchanged.
- Our return policy is in addition to and does not affect the statutory rights you have under Consumer Law.
- Gift Cards may not be returned, nor are they redeemable for cash.
- This policy does not apply to change-of-mind returns, or for reasons that it does not suit your body type.
Refund Process (If Applicable)
If you are approved for a refund a credit will be applied to your credit card or through your original method of payment. It can take 3-5 business days for the money to be reversed into your primary payment method.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check the correct 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 email@example.com.
Sale items (if applicable)
Sale items or any purchase with a discount (including using a discount code at checkout) cannot be refunded.
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:
Downloadable software products
Some health and personal care items
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 firstname.lastname@example.org