Refund policy
REFUND POLICY
Effective Date: 8 January 2026
Last Updated: 8 January 2026
At Astelle, we want you to feel confident shopping with us. If your purchase isn't quite right, we offer a clear, fair, and transparent returns process in line with UK consumer protection laws.
1. 30-DAY RETURN WINDOW
You may request a return within 30 days from the date you receive your order.
To qualify, items must be:
• Unworn, unused, and in their original condition
• Complete with all original tags, labels, and packaging
• Returned with all accessories, instructions, and documentation
• Accompanied by proof of purchase (order number or receipt)
2. FREE RETURNS
We offer free returns on all eligible items within 30 days of delivery.
We will provide you with a prepaid return label or reimburse your return shipping costs.
Additional notes:
• You must use a trackable delivery service
• Original outbound shipping costs (if any) are non-refundable for change-of-mind returns
• Original outbound shipping costs will be refunded for defective, damaged, or incorrect items
3. HOW TO START A RETURN
STEP 1 — CONTACT US
Email support@astelle.co.uk within 30 days of receiving your order.
Include:
• Your order number
• The item(s) you wish to return
• The reason for return
• Photos (required for damaged or defective items)
STEP 2 — WAIT FOR RETURN AUTHORISATION
We will respond within 1–2 business days with:
• Confirmation of approval
• A prepaid return label or return shipping instructions
• The correct return address
• Step-by-step instructions
⚠️ Do not return any items without authorisation.
Unauthorised returns may not be processed.
STEP 3 — PACKAGE YOUR RETURN
• Use the original packaging or suitable protective packaging
• Include your name and order number inside the parcel
• Attach the prepaid return label (if provided)
STEP 4 — SEND YOUR RETURN
Ship the parcel using the prepaid label provided, or to the return address specified in your authorisation email.
If you arrange your own return shipping, we will reimburse the cost once we receive and inspect your return.
4. RETURN ADDRESS
Regardless of the return location provided, Astelle remains fully responsible for processing returns, refunds, and customer support.
We provide the correct return address after authorisation.
Do not send returns to our registered office.
Return locations may differ depending on the product and reason for return.
5. REFUNDS
REFUND TIMELINE
• Inspection: 2–3 business days after your return arrives
• Approval Notification: Sent via email
• Refund Issued: Within 5–7 business days after approval
• Bank Processing: Please allow an additional 3–5 business days
Typical total processing time: 10–15 business days from the day we receive your return.
WHAT WE REFUND
• Product price: Fully refunded
• Return shipping cost: Reimbursed in full (if you arranged your own return)
• Original outbound shipping cost:
- Refunded for defective/damaged/incorrect items
- Not refunded for change-of-mind returns
PARTIAL REFUNDS MAY APPLY IF:
• The item shows signs of wear or use
• The item is missing tags or packaging
• The return is received after the 30-day window
If a partial refund is required, we will inform you before processing.
6. EXCHANGES
We do not offer direct exchanges.
To receive a different size, colour, or item:
• Return your original item
• Place a new order once your refund is issued
This ensures the fastest service.
7. NON-RETURNABLE ITEMS
For hygiene and safety reasons, we cannot accept returns on:
• Underwear, intimate apparel, swimwear (if hygiene seal removed)
• Pierced jewellery and earrings
• Personalised or custom-made items
• Gift cards
• Items marked "Final Sale" or "Non-Returnable"
These exclusions are clearly stated on relevant product pages.
8. DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged, defective, or incorrect, contact us immediately at support@astelle.co.uk with:
• Your order number
• Clear photos of the issue
• A description of the problem
We will arrange a free return and offer either:
• A replacement (subject to availability), or
• A full refund (including original shipping costs)
This policy does not affect your statutory rights under the Consumer Rights Act 2015.
9. LATE OR MISSING REFUNDS
If your refund hasn't appeared:
• Check your bank or card statement
• Contact your payment provider
• If you still need help, email us at support@astelle.co.uk
10. REFUSED OR UNDELIVERED RETURNS
If an order is refused at delivery or returned to us as undeliverable:
• A refund may be reduced by outbound and return shipping costs
• We will contact you to offer reshipment or refund minus applicable fees
11. CONTACT US
Email: support@astelle.co.uk
Phone: +44 7564 428800
Hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT/BST)
Typical Response: 1–2 business days
Business Name: Astelle (operated by JP Global Goods Limited)
Company Number: 16147616
Registered Office:
Grosvenor House, 11 St Paul's Square,
Birmingham, B3 1RB, United Kingdom