Frequent Asked Questions

Welcome to the Astelle FAQ page. Here you’ll find clear answers to the most common questions about orders, shipping, returns, and more.
If you need personalised assistance, our customer support team is always happy to help.

General Questions

1. How long will it take to receive my order?

Delivery times within the United Kingdom:

Order Processing: 1–2 business days
Shipping Transit: 6–8 business days (tracked delivery)
Estimated Total Delivery Time: 7–10 business days from order placement

For more details, please see our Shipping Policy.

2. Do you offer free shipping?

Yes. We offer free shipping on all orders within the United Kingdom.
See our Shipping Policy for full details.

3. Where is Astelle located?

Astelle is a UK-based online retailer operated by JP Global Goods Limited, offering high-quality products exclusively to customers within the United Kingdom.

4. Do you ship internationally?

No. We currently ship within the United Kingdom only.

5. Do you have a physical store?

We operate exclusively online. This allows us to offer competitive pricing and a wider selection of products without retail overhead.

6. Can I place a bulk order?

Yes. We accept bulk or wholesale orders.
Please contact us at support@astelle.co.uk to discuss your requirements and pricing options.

7. How can I track my order?

Once your order has been dispatched, you will receive an email containing your tracking number and tracking link.
You can also track your order through the Track Your Order page on our website.

Orders, Returns & Refunds

8. What if I receive a defective or damaged product?

If an item arrives defective, damaged, or incorrect, we will replace it or issue a full refund at no cost to you.
Please contact us within 30 days of delivery at support@astelle.co.uk and include:

Your order number
Photos of the defect or damage

More details can be found in our Return & Refund Policy.

9. Can I cancel my order after it’s placed?

Yes, you may cancel your order within 24 hours of placing it, provided it has not yet been dispatched.
To request cancellation, contact us immediately at:

support@astelle.co.uk
+44 7564 428800

10. What is your return policy?

We offer a 30-day return period for items that are:

Unworn and unused
In original condition
With all tags and packaging intact

See our full Return & Refund Policy for instructions and eligibility.

11. When will I receive my refund after returning a product?

After we receive your return:

Inspection: 2–3 business days
Refund Processing: 5–7 business days
Bank Posting Time: 3–5 business days

Typical total refund timeframe: 10–15 business days after we receive your return.

See our Return & Refund Policy for full details.

12. Do you offer warranties or guarantees?

Yes. All products include a 30-day warranty against manufacturing defects.
This covers defects in materials or workmanship under normal use.

For more information, refer to our Return & Refund Policy.

13. How do I exchange an item?

We do not offer direct exchanges.
To receive a different size or colour:

Return your original item following our return process
Place a new order after your refund is issued

This ensures faster delivery of the replacement item.

Contact Information

14. How can I contact customer support?

You can reach our team using the information below or by visiting our Contact Us page:

Contact Method	Details
Email	support@astelle.co.uk
Phone	+44 7564 428800
Support Hours	Monday–Friday, 9:00 AM – 5:00 PM (GMT/BST)
Email Response Time	1–2 business days

Phone support is available during business hours. For all other times, email is recommended.