FAQs

I changed my mind, can I cancel my order before it is shipped?

Due to the volume of orders we receive, orders cannot be changed once submitted. We ask that you take time to ensure your address, size, quantity, colour and any other details are correct. 

How do I receive a store credit for my return, and how do I use it? 

If your return is approved, we will issue you a gift card code via email. You can use this code at checkout at any time, with no expiry. The store credit will be sent to the email address that was used to process the original order. 

Why is my welcome discount code not working?

The welcome discount code is only applicable to full price product.

My parcel is delayed, can I have a refund?

Asta Resort cannot take responsibility for courier delays once an order leaves our warehouse. 

What if my item arrives damaged or faulty?

In the unlikely event your order arrives faulty or damaged, please contact us within 14 days of receiving the item at concierge@astaresort.com and we will resolve this as soon as possible. We reserve the right to determine a genuine fault or damage to the garment.

If this process is not initiated within 30 days of receiving the item, you are no longer eligible for a replacement or refund.

How do I organise a return?

 Please view the returns policy page.

How long will it take to process my return?

We endeavour to process all returns within 3 business days of receiving the item - often faster.  You will receive an email to the same email address you used to place the order, within 3 business days. You will receive your store credit via email (please check spam mail in case it lands there). 

Returns that do not meet our policy will not be accepted and will be not be sent back to you. The item must be returned in the same original condition in which it was shipped to receive. This includes the original packaging and the box it came in.

Do I pay for postage on returns, or taxes/duties on return?

Yes. Postage, delivery costs, duties and taxes incurred due to change of mind, size, colour or any other reason other than damaged goods, shall be at the customer’s expense. Return shipping costs and / or taxes will not be refunded unless the item is deemed faulty or damaged by Asta Resort.

It's been over 14 days since I received my order. Am I eligible for a return / refund?

Unfortunately, no. If more than 14 days have passed since you received your items, we are not able to process the return. 

My item has a small defect, can I return it?

Please email us at concierge@astaresort.com and we will do our best to look into it and help.

What if an item I ordered is missing?

 In the rare event that you don’t receive an item that you ordered, please contact concierge@astaresort.com so we can take a look into the situation further with our dispatch team. You must have reached out to us within 5 business days from receiving your parcel, otherwise we will deem your order as successfully fulfilled and are unable to take further action.

How do I prepare my return?

 Please ensure to review our returns policy and ensure that all items are unworn, in original packaging with all tags still attached. Please take care when repackaging your items to ensure the garments are neatly folded and in complete original condition.

What happens if my return request is not accepted?

If your return is rejected we will ship the item back to you at your own expense. We will contact you prior to arranging coverage of the return shipping costs.

My parcel tracking says it has been delivered but I have not received it. What should I do?

To help ensure that you get your items as soon as possible, most parcels are sent with a ‘no signature required’ delivery service. So if no one is home at time of delivery and the driver deems the area safe to leave, the parcel will automatically be left in a safe place at the address. If there is no sign of your parcel please check with other members of the household, corporate/ building management and even your neighbours who may have collected it for safekeeping. Once you have checked all possible delivery locations and still have no luck in finding your parcel, please send us an email so we can investigate further with the courier.

We will do our best to gather information from the delivery service and relay this information to you. For international orders, the best point of contact is the delivery service in your country. 

For example, for a US based customer. Contacting USPS directly is usually the best option. 

Once an item has been dispatched from our warehouse we no longer have control of your parcel and are no longer responsible for handling or delivery.

I’ve received the wrong item or size?

 We are so sorry to hear you may have received the wrong item or size. Send an email to concierge@astaresort.com and we will resolve this as soon as possible for you. We will dispatch the correct item and arrange for the wrong item to be sent back to us free of charge.

My items have been returned to sender, what does that mean?

 In the event that you weren’t able to pick up your items from a designated pick up point, or a delivery attempt was made several times and the item is now being returned to us, we will put the item/s back into stock and the order will be refunded.

I went to pick up my order but they said I need to pay customs charges, why?

Customs charges may be incurred in line with the protocol in your country. We aren’t able to provide estimates on this as it differs for each country and we are not responsible for creating or imposing those charges. As per our returns policy, Asta Resort is not responsible for any customs charges.

What are my payment options?

Credit Cards

We accept Visa, MasterCard, American Express, and Discover cards. Payment is taken once your order has been shipped (excluding pre-orders).

PayPal

When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review before clicking 'Pay Now'. Once this transaction is complete, you will then return to Asta Resort.

Apple Pay

For a swift and secure checkout experience on your Apple device, select Apple Pay. Follow the prompts to confirm your payment securely using your Apple Pay credentials. 

Klarna 

Choose Klarna as your payment method during checkout for a flexible payment option. You'll be directed to Klarna's platform to complete your purchase. 

UnionPay 

We accept UnionPay for your convenience. Simply provide your UnionPay card information during checkout.

Afterpay 

Select Afterpay as your payment method at checkout. You will then be guided to the Afterpay website to register and provide your payment details. If you're already an Afterpay user, simply log in to your Afterpay account and complete your order.