EXCHANGES AND RETURNS

EXCHANGES & RETURNS

  • Exchange & Returns

    Returning an item couldn’t be easier. Try your purchases on in the comfort of your own home and if you need to send them back, you have 14 days from the date you received your order to exchange or return to our boutique. We will collect from your home, work or an alternative address for free.

    Shipping is complimentary on all exchanges;

    Please make sure your items are returned new, unused and with all ASTELLA and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

    Please contact our customer care team by emailing customercare@astellaatelier.com if you have any further questions.

  • Returning your purchase

    Simply create a Returns Merchandise Authorization (RMA) number, book a complimentary collection and send your item(s) back to us within 14 days of receiving your order.

    Please follow the steps below to return your purchase.

    1. Sign into your account and under My Orders, select the order number containing the items you would like to return.

    2. Click on the "Create a Return/Exchange" button and choose the reason for return. If you would like to exchange an item, choose your replacement size.

    3. Check the box to agree with our Return Policy. You will then receive an email with your RMA number.

    4. Book a free collection with UPS, by visiting ups.com and selecting your country to find the telephone number of your nearest UPS branch.

    5. Sign the returns proforma invoice that you received with your order (and fill in the UPS air waybill if applicable).

    6. Leave your package open until the UPS assistant has checked the contents.

To ensure your return is covered by our complimentary returns policy, please send it back from the same country it was delivered to

We prefer that items are returned to us via our own service so that they are protected and insured. You can return using any secure means, but we may not accept liability. Please email customercare@astellaatelier.com if you intend to do this and send your purchase to the following address:

Astella
56 Alabin Str.

Sofia 1000, Bulgaria

  • Receiving a refund

    Your refund will be credited to the original payment method or as store credit to your ASTELLA account.

    Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

     

  • Our policy

    All items must be returned new, unused and with all ASTELLA and designer garment tags still attached. Returns that do not meet our policy will not be accepted and sent back to the customer.

    Repeated Returns

    We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your ASTELLA account.

    Late Returns

    Your purchase should be sent back to us within the 14 days of receiving your order. Returns outside of this period are accepted at the discretion of ASTELLA.

    Clothing

    Please take care trying on items as all products must be returned in a new and unused condition with all ASTELLA and designer garment tags still attached.

    Bags

    Please handle light-colored bags carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored bags.

    Shoes

    When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Returns must also include the dust bag and box, as these are considered part of the product. Please place the shoe box inside another box in order to prevent damage during shipping.

    Lingerie & Swimwear

    Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.

    Limited-Edition Products

    As these items are highly collectible, please only remove the protective cover and packaging once you are certain that you wish to keep them.

    Gifts

    To arrange a gift return, please email customercare@astellaatelier.com and we will assist you further.

    Faulty goods

    Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

    If your item is faulty when you receive it, you can return it for a refund. Please contact us immediately in case of a faulty goods, email us at customercare@astellaatelier.com or call us tel.+35929804196 or mob. +359882955045

    Colors

    We have made every effort to display the colors of our products that appear on Astella as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.

     

VISIT OUR STORE

 

56 Alabin Street

Sofia, Bulgaria

tel. +359 (0) 2 9804196

mob. +359 (0) 887 339 400

WhatsApp:  +359 (0) 887 339 400

Luxury Designer Multibrand Boutique

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© 2019 by ASTELLA.