Refund policy

Effective November 1, 2026
Last updated November 10, 2026

This policy applies to orders ASTALIE accepts for delivery to Australia. See our Shipping Policy for delivery terms.

How to request a cancellation, return or exchange

Email support@astalie.com with your order number, the item or option concerned, and what you would like us to do. Contact us before sending anything back so we can confirm the return address and method.

Changes of mind

Except where applicable law requires us to accept a cancellation or return, we do not accept cancellations or returns for a change of mind once an order is confirmed. We generally do not accept other changes or exchanges for a change of mind once an order is confirmed. Contact us promptly if you want to make a change before we have placed the purchase or reservation. We will check what is still possible.

Damaged, faulty, incorrect or incomplete orders

If you receive a damaged, faulty, incorrect or incomplete order, contact us so we can help. Describe what happened and include photos of the item and packaging if you can. Keep the items, accessories and packaging where practical while we check the issue. You can still make a statutory claim if you have opened the parcel to inspect it, lack the original packaging or cannot provide photos.

We assess the item against its description, expected quality and what was included in the order. Minor marks on protective shipping packaging are assessed separately from damage to the item. If a box, backing card or other packaging is part of the product, a collectible or a promised bonus, we consider its condition as part of the order.

We will explain the available remedy, which may include a repair, replacement, reshipment, price reduction or refund. We cover necessary return and replacement shipping costs when the issue is our responsibility or the law requires us to cover them. We handle your claim even if we need to check with the official store or manufacturer.

Australian consumer guarantees

Goods must meet the guarantees under the Australian Consumer Law, including acceptable quality, correspondence with the description and fitness for any purpose you made known where the guarantee applies. Services must meet the applicable guarantees, including due care and skill. If there is a major problem with goods, you can generally choose a refund or replacement, or keep the goods and claim compensation for the loss in value. For a minor problem with goods, we may repair them free of charge. If we fail to fix the problem within a reasonable time, further remedies are available, including a replacement or refund where the law provides.

For a major problem with a service, you may cancel and receive a refund for services that were not provided or did not meet the guarantees, as applicable, or keep the contract and claim compensation for the reduced value. You can also claim compensation for reasonably foreseeable loss or damage as provided by law. If goods are confirmed to have a problem, we reimburse reasonable return costs. If faulty goods cannot be returned without significant cost because of their size, weight or installation, we will arrange collection at our cost as required.

If we cancel or cannot supply an item

We will tell you promptly if we cannot fulfil all or part of your order. If we cancel the whole order, we will refund everything you paid for it, including the original shipping charge. For a partial cancellation, we will refund the amount paid for the cancelled items and any shipping charges attributable to the unshipped portion. We will send you a breakdown. We do not deduct payment processing fees or our import duties or taxes from refunds for unfulfilled orders.

How we issue refunds

We issue refunds promptly and within applicable legal deadlines, using the original payment method and transaction currency. If that method cannot be used, we will agree an alternative with you where permitted. We will confirm the amount and when we issued it. Your payment provider may take additional time to show the refund on your statement.

ASTALIE is responsible for explaining this policy. Your rights under applicable law are not affected.