Refund policy

Effective November 1, 2026
Last updated November 10, 2026

This policy applies to orders ASTALIE accepts for delivery to Germany, France, the Netherlands and Belgium. 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. For a statutory withdrawal, sending a clear notice within the applicable time is sufficient to exercise your right. Our response or return instructions are separate from that notice.

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. Your statutory cancellation rights below remain available.

European Union withdrawal rights

For eligible online orders for goods, you can cancel without giving a reason by sending us a clear statement before the end of 14 days after you, or someone you designate other than the carrier, receives the goods. If goods in the same order are delivered separately, the period runs from receipt of the last item. You can also cancel before delivery. Where the law extends the period because required withdrawal information was missing, the longer period applies.

You can email your notice to support@astalie.com or send it to the company address in the Legal Notice. You can use the model notice below or write your own. Please return the goods within 14 days after sending your notice unless we have agreed to collect them. You pay the direct cost of a change-of-mind return only if we informed you of that cost responsibility before you ordered and the law allows it.

For a fully withdrawn order, we refund the payments we received, including the amount you paid for standard delivery. If you chose a more expensive option, we refund delivery up to the cost of the least expensive standard option we offered. We issue the refund without undue delay and charge no refund fee. The deadlines are as follows.

We refund within 14 days after you tell us you are withdrawing. If we have not offered to collect the goods, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever comes first.

Where the law allows, we may reduce the refund for a proven loss in value from handling beyond what is reasonably needed to check the nature, characteristics and function of the goods.

A legal exception can apply to genuinely personalised goods or to sealed goods unsuitable for return for health or hygiene reasons once unsealed, when the legal conditions for the exception are met. A pre-order, limited release or purchase from an official store on your behalf does not by itself remove your withdrawal right. A withdrawal exception leaves your rights for faulty or misdescribed goods in place.

Optional withdrawal notice

To ASTALIE LIMITED, support@astalie.com, Rm D07, 8/F, Kai Tak Fty Building, No. 99 King Fuk Street, San Po Kong, Hong Kong
I give notice that I am withdrawing from my contract for the following goods [item or items].
Ordered on [date] / received on [date]
Customer name [name]
Customer address [address]
Date [date]
Signature [only if sent on paper]

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.

European Union legal guarantee

For goods supplied to consumers in the European Union, the applicable national legal guarantee protects you if the goods are faulty or otherwise do not conform to the contract. It generally covers a lack of conformity present at delivery that becomes apparent within at least two years. Local law may give you a longer period or stronger remedies. You can generally ask for repair or replacement free of charge, within a reasonable time and without significant inconvenience, subject to the rules on impossibility or disproportionate cost. If repair or replacement is unavailable, fails or cannot be completed as required, or if the problem is serious enough, you may be entitled to a price reduction or to end the contract for a refund. The right to end the contract is subject to the applicable rules on minor defects.

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.