Refund policy

Effective Date: 23 November 2025
Last Updated: 23 November 2025

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. Return Shipping Costs

A. Defective, Damaged, or Incorrect Items

Return cost: £0.00 (we cover it)

This applies if your item is faulty, damaged upon arrival, or you received the wrong product.
We will either:

  • Provide a prepaid return label, or

  • Reimburse your return shipping costs

B. Change of Mind / Non-Defective Returns

Return cost: Paid by the customer

This applies if:

  • You ordered the wrong size

  • You changed your mind

  • The item doesn’t fit

Additional notes:

  • Original outbound shipping costs (if any) are non-refundable

  • You must use a trackable delivery service

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

  • 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

  • Use a tracked shipping service

Step 4 — Send Your Return

Ship the parcel to the return address provided in your authorisation email.

Unless you received a prepaid label, you are responsible for ensuring the parcel arrives safely.

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

  • Original shipping cost:

    • Refunded only for defective/incorrect items

    • Not refunded for change-of-mind returns

  • Return shipping cost:

    • Reimbursed only for defective/incorrect items

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:

  1. Return your original item

  2. 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

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:

  1. Check your bank or card statement

  2. Contact your payment provider

  3. 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