Astral Box FAQ
Updated: 15th June 2020, 1:04pm (NZT)
There may be delays within the Postal system no matter where your item is being dispatched from, we ask you to be patient with these services and kind to the people working for them and our customer service.
This is an uncertain time, and we appreciate your support to keep our business and the communities it supports running and alive. Be kind to the Couriers and Postal workers, be kind to our Customer Service Staff and be kind to one another.
The Astral Team.
COVID-19 Updates On Timeframes and Operations:
Unfortunately the COVID-19 pandemic is causing significant delays to worldwide shipping times. We're doing our absolute best to ensure your package arrives as quickly as possible, but please expect delays.
Do you ship anywhere in the world?
We ship to the following countries:
- New Zealand
- United States
- United Kingdom
We unfortunately don't ship to United States Minor Outlying Islands, at this time.
Whenever possible your package is fully tracked with a personal tracking number given to you. A lot of the postal services available do not have tracking options - in these cases you will not be able to track your parcel and purchase an Astral Box at your own risk.
How much is shipping?
Prices will show at checkout in New Zealand Dollars ($NZD) and not your local currency. You can find below how much shipping will cost in $NZD and roughly how much it would be in your local currency (this can vary based on current exchange rates). Where possible we try and offer subsidised shipping rates on Astral Box Orders, please see the estimated rates below. :)
All subscriptions are dispatched from our USA team.
See below for information on Shipping Costs and Delivery timeframe:
FREE SHIPPING on Subscription Boxes
Other orders $4.99NZD
|Est. Delivery 2-3 weeks|
|Australia||$3.99AUD ($4.32NZD) International Shipping||Est. Delivery 2-3 weeks|
|United States||FREE SHIPPING||Est. Delivery 3-10 working days|
|United Kingdom||$10GBP ($19.50NZD) International Shipping||Est. Delivery 1-2 weeks|
|Europe||$10EUR ($17.37NZD) International Shipping||Est. Delivery 1-2 weeks|
|Canada||$15.50CAD ($18NZD) International Shipping||Est. Delivery 3-10 working days|
|Asia||$14.99NZD International Shipping||Est. Delivery 2-3 weeks|
How often am I charged?
Monthly subscription: You are initially charged on the date you purchase the box for that month's box, then you are charged on the 28th of each month thereafter.
Unless otherwise stated on the product page that you won’t be charged again until the 28th of the following month.
- 3 Monthly Subscription: You are initially charged on the date you purchase the box, then you are charged on the 28th of the month every 3 months thereafter.
- 6 Monthly subscription: You are initially charged on the date you purchase the box, then you are charged on the 28th of the month every 6 months thereafter.
- 12 Monthly Subscription: You are initially charged on the date you purchase the box, then you are charged on the 28th of the month every 12 months thereafter.
- Gift Purchase/Stop Auto-renew: You are charged on the date you purchase the box as a gift only. You will not be billed every month/3 month/ 6 months/ 12 months. You need to make sure you have selected the product Astral Box [One Time Purchase] You can go to this option by clicking here.
What if I want to subscribe for 3, 6 or 12 months only?
On the product page the is an option to "*select this to stop auto-renew." Select this before adding the subscription to you cart. You will then only be charged on the date you purchase the subscription box. You will not be billed every 3 month/ 6 months/ 12 months.
I don't want to subscribe, can I just get one box?
Yes you can! Purchase the "Astral Box (One Time Purchase)" by clicking here.
Can I select a 3, 6 or 12 month subscription as a gift that won’t auto renew?
Yes you can on do this on the 3, 6 or 12 month subscription options. Click the "*select this to stop auto-renew" box when adding to your cart. Enter your Giftees shipping address and not your own if you would like us to ship directly to them. You will not be billed every 3 month/ 6 months/ 12 months.
Can I send one box as a gift?
Yes you can! Purchase the "Astral Box (One Time Purchase)" by clicking here. Enter your Giftees shipping address and not your own if you would like us to ship directly to them.
Can I cancel my subscription?
You can cancel your upcoming orders anytime by accessing your account. Select manage subscription on our website homepage. Or click here. When you are logged in you can select Manage next to the subscription you would like to cancel and then select "cancel order." By cancelling you are stopping all future orders.
Can I skip a month?
Yes you can skip an upcoming order from your account. :) Log into your account and navigate to 'manage subscription'. Here you will be able to skip your next upcoming order.
How do I change my delivery address?
You can change your delivery address for your subscription by accessing your account. Select manage subscription on our website homepage. Or click here. When you are logged in select "Manage" and choose "Update Address." Follow the instructions to update.
IMPORTANT. If you want to change the delivery address on a subscription that has already been processed on the 28th and is still waiting to be sent you will need to contact us via email to get it changed.
How do I change the credit/debit card that is being charged?
You can change your billing information by accessing your account. Select manage subscription on our website homepage. Or click here. When you are logged in select the "Manage" option and choose "View/Update Card." Follow the instructions to update.
What happens if the recurring charge fails because I don't have enough money on my card or there was a transaction failure?
There are more than 2000 reasons why a credit card transaction can fail. Transactions failures can occur for a few reasons such as a card error, declined card, OR insufficient funds on the card. For card errors/declined cards you must contact your credit card service provider if you want to find out more information.
We will retry processing a failed transaction up to 7 times over 14 days (i.e. once every 2nd day) before the subscription is cancelled or we sell out before hand. Make sure to have enough money in your account before the 28th of each month :)
We can not guarantee a subscription box is reserved for you if there is a transaction failure and the Astral Box sells out prior to your next transaction retry.
When do you send the monthly boxes?
Shipping of the monthly boxes begin during the second and third weeks of each month.
When should I receive my box?
This can depend on where you are in the world and when you placed the order. People on a subscription will be prioritised for early fulfilment. Typically monthly Astral Boxes begin ship during the 2nd or 3rd week of the month. It can be later on in the month depending on where you are in the world. Sometimes a little later heading into early the next month if it has quite far to travel.
Your shipment is tracked when possible (yes even international!) You are notified by e-mail of your shipment and given your personal tracking number, you can also keep up to date with which box is on it's way through your personal account.
Can I get a refund?
If you do place an order and then change your mind during this time we cannot issue a refund. We are unable to cater to change of mind at this time. We also cannot issue refunds for fulfilment delays or shipping delays. These are out of our control. All other refunds policies for damaged or faulty goods with be honoured.
ASTRAL BOX INFORMATION AND OTHER ASTRAL PRODUCTS
What’s inside Astral Box?
Each month Astral Box has a theme to enhance your mental, physical and spiritual wellbeing. We include 4-6 full size products, all additional products or any smaller sizes/samples are additional to this. Products can encompass, spiritual tools, crystals, beauty, aromatherapy, teas and art.
How is the box packaged?
We place the items securely in a high quality box that is designed to keep everything safe. We then additionally use a water resistant bio-degradable satchel for shipping purposes to keep your box clean, secure and safe through it’s journey to you.
I changed my mind can I have a refund?!?
Oops, this isn't accepted as a valid reason for a refund. See our refund policy for more info.
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country.
Astral Collective is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions, customs agents may delay delivery of some packages.
I forgot to cancel my subscription and was charged again.
You are solely responsible for cancelling the subscription before the next recurring charge. We do have a 72 hour grace period for a refund which is decided on a case by case basis. Please contact email@example.com within 72 hours of the recurred charge if you wish to apply for a refund.
When do you release the new Astral Box Theme?
Typically the new Astral Box theme is released during the first week of the month. It often isn't released before recurring charges go through. If you like to know what the theme is before purchasing the Astral Box then the Astral Box (One Time Purchase) is a great option.
My parcel was returned to sender - what can I do?
Reach out to us by email - We love to help! We can help you organise to have it resent as soon as it arrives back to us. Parcels being resent due to non-collection from your local post office will only be resent once shipping and handling fee has been paid. We do not provide refunds because a parcel has been returned to us due to being unclaimed, or not picked up from your local Postal Service.
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 are returned to us with the reason unclaimed or not picked up by customer are returned to our facility and you will be liable for the cost of a reshipment to yourself.