Refund policy
Cancellations and changes after ordering
As a general rule, once an order is confirmed, we cannot accept cancellations or changes to the contents, quantities, or delivery address for reasons attributable to the customer.
In particular, we cannot accept cancellations of pre-order items, imported items, or items arranged through our purchasing service for customer-related reasons, because purchasing and arrangements begin after the order is confirmed.
However, we may be able to accommodate individual requests if arrangements have not yet begun and the payment can still be cancelled or changed.
Refunds for late payments or payment issues
For items with a sales period or payment deadline, please complete payment by the deadline stated on the product page.
Orders and payments confirmed after the sales period or payment deadline may be treated as invalid or cancelled.
If a refund is needed because of a late payment, a customer-related reason, or a payment issue, we may deduct fees actually incurred through payment services, financial institutions, currency exchange, or similar processes.
Cancellations and refunds initiated by us
We may cancel or refund an order at our discretion in the following circumstances:
- The supplier or official store has insufficient stock, has stopped selling the item, applies quantity limits, or cannot accept a pre-order.
- Significant changes are made to product specifications, release dates, terms of sale, or bonus conditions.
- There is a payment issue, payment is missing, we cannot contact you, or delivery information is incomplete.
- Items with substantially different release or arrival times are included in the same order.
- The order is intended for resale, involves excessive multiple orders, or is otherwise considered inappropriate by us.
If we cannot supply an item for reasons attributable to us, we will generally refund the price of the affected item.
Deadline for return or exchange requests
Please contact support@astalie.com within 7 days of delivery, providing your order number, name, a description of the issue, and photographs clearly showing it.
We cannot accept returns sent without prior contact.
Cases eligible for return or exchange
After reviewing the issue, we may offer an exchange, replacement shipment, refund, or other resolution in the following cases:
- You receive a different item from the one ordered.
- The quantity is incorrect.
- The product itself has obvious damage.
- There is a clear issue caused by our packing or dispatch process.
Cases not eligible for return or exchange
The following are not eligible for return or exchange:
- Returns or exchanges for customer-related reasons.
- Items that have been opened or used.
- Staining, damage, or loss for which the customer is responsible.
- Scuffs, dents, crushed corners, tears, or stains affecting only outer boxes, packaging, bags, backing cards, or protective materials.
- Minor scratches, scuffs, printing misalignment, color differences, individual variations, or small manufacturing irregularities that do not affect use of the product itself.
- Items purchased outside this website.
- Issues explicitly stated on the product page as ineligible for return or exchange.
Outer boxes and packaging of imported products
For imported products, outer boxes and packaging may develop scuffs, dents, crushed corners, tears, or stains during manufacturing, inspection, international transport, customs clearance, or domestic delivery.
Outer boxes and packaging are intended to protect the product. Damage to them is not eligible for return or exchange if it does not affect use of the product itself.
Compared with products made for the Japanese domestic market, overseas products may have small scratches, scuffs, uneven paint, printing misalignment, scratches on protective film, or wrinkled packaging.
Minor individual variations or marks present on delivery that do not affect use of the product itself are not eligible for return or exchange.
Initial defects attributable to the manufacturer or supplier
If an issue is considered an initial defect attributable to the manufacturer or supplier, we may contact the supplier to investigate.
Investigation, a decision on exchange eligibility, and arranging a replacement may take approximately 1-2 months or longer.
The supplier may decide that an exchange is not available.
If the supplier cannot secure stock, a refund may be offered instead of an exchange.
Extended absence, refused deliveries, and incorrect addresses
If a dispatched parcel is returned because of an extended absence, an incorrect address, or refusal to accept delivery, the customer is responsible for the shipping charges and fees required to resend it.
If we are unable to contact you for a certain period, we may cancel the order and issue a refund after deducting the shipping charges, handling fees, payment processing fees, and other costs actually incurred.
Refund method
Refunds are generally issued through the payment method used for the original order.
It may take time for a refund to appear, depending on processing by the payment service, financial institution, or card issuer.
Contact
For questions about returns, exchanges, or refunds, please contact support@astalie.com.
We do not accept inquiries by telephone.
Publication and revision date
Established June 14, 2026