We want you to be 100% happy with your Aster & Oak products and we welcome you to reach out to us regarding a faulty product or sizing problem. We strongly advise all customers to check items thoroughly upon delivery, before removing any attached tags. Returned items must be in brand new and original condition as purchased, with all labels and tags attached, and must be:
- Unworn, unwashed, with no marks.
- No perfumes or smells.
- We will also not accept any items that are contaminated with pet hair as this is a breach in our GOTS certification.
If an item is returned with any of the above conditions, Aster & Oak has the right to charge a cleaning fee which will be taken out of your store credit.
ONLINE RETURNS POLICY:
- All mystery bag, sales items and outlet shop sales are final and are not eligible for refund or exchange.
- We do not offer refunds on change of mind purchases or incorrect sizes, instead a store credit for the returned item price will be issued to your account.
- Returned items must be received at our warehouse no later than 14 days after receipt of the order by you.
HOW TO RETURN AN ITEM?
If you need to return an item, please follow the procedure below:-
1. Contact customer service on email@example.com and we will email a copy of the returns form to you.
2. Place the item into a mailing satchel or box together with the completed customer returns form. The item must be packaged in a way so as to protect the item from transit damage.
3. Post the packaged item to our warehouse - address is on the return form.
RECEIVING A STORE CREDIT
All returns will be assessed. If we accept your returned item, then we will provide you with a store credit to the same value of the item paid (i.e the price you paid for it excluding any shipping). Please note, store credits must be used within 12 months of issue. Unless the item is faulty or we mistakenly sent you an incorrect item, all shipping costs are at the buyers expense. Risk in the item remains with you until it is received by us. Please refer to our Terms and Conditions for more information on shipping, refunds and returns.