FAQ's SHIPPING REFUNDS
As we keep our warehouses overseas to be cost efficient by remaining close to the local factories in order to serve you with the best-discounted prices, your items may take 1-4 business weeks to arrive at most. Please keep in mind we reserve 1-4 processing business days depending on your location.
Please Note: All timings may be affected due to huge promotions leading to a massive quantity of orders. Please do not panic if it does not show up immediately, it's on its way :)
Average Shipping Times:
- USA: 7-14 Business Days
- UK: 10-15 Business Days
- Australia: 10-20 Business Days
- Canada: 10-25 Business Days
- Western Europe: 15-45 Business Days
- Rest of the World: 15-45 Business Days
Also, please note, countries have different customs clearance and post office handling techniques that may affect shipping time.
- Can I have a tracking number?
- Tracking details will be supplied once the orders have been shipped, tracking details are available for most products. Please allow at least 72 hours after we supply the tracking details for them to register on the system.
- Please note, tracking information can take some time to update itself in the carrier's system during the shipping process.
- I ordered 2+ items, but only received one... where's my order?
- We have a large assortment of products stocked overseas, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once! It only means they are on the way :)
- Why have I not received any order confirmation details?
Most times this is because our customers have accidentally entered their email in wrong. Throughout the process, we send a couple of emails, including an order confirmation, a fulfillment notice, and a shipping notice.
If you believe you may have entered your email wrong please contact us and we will fix it for you as long as the order has not been processed.
- Can I cancel my order or add items to it ?
- Unfortunately, we cannot cancel orders as they are processed right after we receive them to serve you better.
- Given that we do not store any payment information, we are not able to add item(s) to an order. If this is the case, please submit another order for the additional items.
- What time of the day are orders shipped out?
- Our handling and fulfillment center works on processing orders 24/7.
- Why is my tracking status saying delivered but I have not yet received my packaging?
- Normally, your local Post Office will be able to find your package with their wonderful GPS system and the problem should be resolved within the next days. In this case you would need to contact your local Postal Office to to make sure that packaging was not left there when no one was home to receive it or was left at your Parcel Locker, for example.
- What are your official open hours ?
- Monday to Friday from 9h-17h. Those are our official hours. However, we might sporadically support customer service outside of those hours.
- How long do you take to answer requests?
- We answer in a fast delay of 2-3 business days to optimize customer's experience
NO RETURNS. NO EXCHANGES. - ALL SALES ARE FINAL SALES
If you receive a DAMAGED product on arrival, our policy states that you must contact us within 5 days once item(s) received. ( firstname.lastname@example.org)
We will provide you with our address in Canada of where to ship the damaged item back to. Once the item arrived, we will inspect it and proceed to a refund if the item is, in fact, damaged.
Additionally, to be eligible for a return/exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We do not cover shipping back fees and they are non-refundable. In any event that you ask for a refund/exchange, the original shipping fee will not be refunded.
To complete your return, we require a receipt or proof of purchase.
Please DO NOT send your purchase back to the manufacturer warehouse as we cannot keep track of it.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
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 firstname.lastname@example.org
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We DO NOT guarantee that we will receive your returned item.
Asteriashop does not hold responsibility for items that are shown as delivered in the tracking system but that the client reports as undelivered. Please contact your local Post Office to locate the item or your local police to report the packaging's theft.
Shipping fees are non-refundable. For items returned to Asteriashop due to undeliverable addresses or issues at Customs, refunds will be issued for the net price of your item(s) minus the shipping charge.
International Shipping: Asteriashop is not responsible for the payment of Customs or VAT Fees. The fee varies and is determined by each country and cannot be calculated in advance. By processing an order, you agree and acknowledge that you will pay any Customs and VAT fees that may occur.
Asteriashop does not hold or accept any responsibility for packages that have been stated as items lost, stolen, stuck in transit, or undelivered. We do not issue refunds or store credit for packages that the courier confirms as lost in transit or undelivered. Please contact your local postal service.
If any question, send us an e-mail, the team will gladly help!
We speak English, Spanish to serve you better
Don't be afraid to be extra ;)