I changed my mind, can I cancel my order before it is shipped?
Due to the volume of orders we receive, no orders can be changed or cancelled after they have been submitted. The policy is in place to ensure we can ship out as quickly as possible. We ask that you take time to ensure your address, size, quantity, colour and any other details are correct.
I made a small mistake in my order such as a wrong size, quantity or address error, can I change my order before it is shipped?
In the event of accidentally selecting a wrong size, quantity or shipping address, please email us as soon as possible at firstname.lastname@example.org with your situation and we may be able to edit your order in time before dispatch begins for the day, although we cannot guarantee this.
In the event that you’ve entered a wrong address and we are unable to update it in time, you will need to contact the shipping provider (such as DHL or Australia Post) to update it. We will provide you the tracking details, and then you can contact them.
How do I receive a store credit for my return, and how do I use it?
If your return is approved and you have selected the store credit option, we will issue you with 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.
My parcel is delayed, can I have a refund?
Asta Resort cannot take responsibility for courier delays once an order leaves our warehouse. Unfortunately shipping delays are out of our control and a common occurrence in today’s world. They do not make your order eligible for a refund. Please take this into consideration when purchasing your items.
What if my item arrives damaged or faulty?
In the unlikely event your order arrives faulty or damaged, please contact us at email@example.com and we will resolve this as soon as possible. We may request photos of the garments to ensure they are in fact, faulty. Taking a few photos ahead of time will usually mean that we can resolve the issue sooner. We reserve the rights to determine a genuine fault or damage to the garment.
How do I organise a return?
Please view the returns policy page. If you’ve met all requirements:
- Email firstname.lastname@example.org to initiate the return
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. If you have opted for the store credit option, you will receive the code in an email (please check spam mail in case it lands there) If you have opted for an exchange you will be notified by email of your new tracking number. If your return has been rejected you will receive an email and we will always provide a reason or request for more information.
Returns that do not meet our policy will not be accepted and will 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.
Its 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 offer a refund or exchange under any circumstance. We feel that 14 days is sufficient time to report any change of mind and initiate a return.
My item has a small defect, can I return it?
Please email us at email@example.com and we will do our best to look into it and help.
The following applies in these situations:
- In cases where we can't determine whether the damage has been caused by normal wear-and-tear, we may refuse the return.
- If there is a very small difference in colour between the website and the item you receive, this can happen depending on your computer screen display. Items may vary slightly in colour, this is normal. Most of our creative photography is shot with a film camera, which may make the colours look more subtle. The website model product pictures are the best reference
- If there's a very small issue that could reasonably be fixed by any layperson - such as a thread that could be fixed by cutting with scissors - we may refuse to accept the return, as it can be easily remedied on the customer's end and therefore is better for all involved to resolve it that way.
- If your item’s colour has faded from use we may choose to offer a return if the item was delivered within the last 60 days. Beyond that, we are unable to determine how often a piece has been used, and therefore unable to offer returns under any circumstance.
- If there is a significant defect, such as a hole or rip and the issue is reported within 14 days of receiving the product, and we can be confident this was not caused by wear and tear (such as getting it caught on a fence or similar), then we may choose to grant the return request.
What if an item I ordered is missing?
In the rare event that you don’t receive an item that you ordered, please contact firstname.lastname@example.org 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.
I’ve posted my return to you - what happens next?
We are unable to accept responsibility of customer-sent return packages, so we recommend choosing a service that provides a tracking number. Once it’s been sent, please use the tracking number to track the package on its way to us. (Your postal service will give you a tracking number when you send it to us, if you choose this option).
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 arrange 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 body, body 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 email@example.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 levels and the order will be refunded minus any shipping components. If the items are still wanted, they must be re-ordered.
In the rare event that the documentation provided for your items was insufficient and the items have been sent back to us. We will investigate the matter further and more than likely ship the item back to you, at our expense. However, customs will usually either contact you directly or Asta Resort and in that case we will work to resolve the issue to avoid the item being sent back.
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.