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RETURNS & EXCHANGES

Returns & Exchanges

​Reasons why you should shop ASTELLA products at www.astellabrand.com
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1. Satisfaction Guarantee
If for any reason you are not satisfied with your purchase from astellabrand.com, you may return the items within 7 calendar days after receiving the purchased order by sending your request to our Customer Service at support@astellabrand.com. When we receive your request, we will carefully determine in our sole discretion and proceed for refund or exchange within 7 – 14 business days after receiving the return item based on Returns & Exchanges steps and conditions.

PLEASE NOTE:

  • All return items must be unused, unwrap, undamaged and in their original packaging.

  • We reserve the right to not approve a return or exchange item that is not followed our Returns & Exchanges steps and conditions.



2. How do I Return & Exchange an item?
To return or exchange items purchased on astellabrand.com, please follow these steps:

​1) Contact our Customer Service by sending an email request at support@astellabrand.com for informing us about your return or exchange reasons.

2) We will determine your purchased order information and contact you back within 1 – 3 business days for informing you about initial approval result or asking you to send other documents (if needed).

3) You must pack the items for return shipment with care so that it will not be damaged. Please note that we are not responsible for return packages that are lost in transit and we will not able to give refunds for items that have either been used or damaged negligently. However, if your order arrives damaged, please refer to “My item arrived damaged. What should I do?”.

4) For your convenience, we have provided a return address as below.
            ASTELLA COSMECEUTICAL CO.,LTD.
            Customer Service Department
            7/1 Soi. Nanglinchi 4, Nanglinchi Road, Thungmahamek, Sathorn, Bangkok, 10120

5) When a return or exchange request is completed, an email will be sent to confirm your return or exchange request has been proceeded. We will return the funds to you by using the same payment method as used in the original transaction.

  • If you paid an order by a credit card, we will refund a credit limit to your credit card that used to purchase on astellacosmetics.com.

  • If you paid an order by bank transfer or cash, we will return the funds to bank account that display in the receipt. (please send your ID card / Passport copy to verify your identity)


Please allow 7 – 14 business days for returning processing. Returned items will be proceeded promptly, usually within 5 – 7 business days of receipt.

6) A credit note will be sent to you; same delivery address provided, while we proceed a refund with the bank.

We apologize that we are not able to refund a return shipment fee or bank fee that you may be charged by your bank or other fees may occur. If you have questions about returns and exchanges, please feel free contact us via email at support@astellabrand.com or chat with us on our social media channels.


3. My item arrived damaged. What should I do?
If you received a damaged item, please retain the box, packaging and all contents and contact us as soon as possible at 092-238-2222 for assistance.


4. I ordered or received the wrong items, should I return them?
If your order is not as expected, please contact us via email support@astellabrand.com or chat with us on our social media channels for assistance.

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