Return & Exchange Policy

We want you to love your every piece you choose from Asttery. If, for any reason, you’re not completely in love with your item, we offer an easy return and exchange process designed to make things right.

Returns

  • Items can be returned within 14 days of the delivery date.

To be eligible, your jewellery must be:

  • Unused, unworn, and in its original condition packaging.

  • Items without the jewellery tag or that have been worn, damaged, or altered are not refundable and will be returned to the customer at their expense.

  • Personalized or custom-made items cannot be returned unless they arrived damaged or defective.

  • Items purchased on sale or as part of a promotional offer are not eligible for returns.

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

  • When returning or exchanging items, we recommend using shipping method with tracking, as Asttery is not liable for lost returns. Returns or exchanges without tracking will not be processed.

  • Gift cards are non-refundable and cannot be returned or redeemed for cash.

Exchanges

We are happy to exchange items within the 14-day window, as long as the item meets the same return conditions.

  • Items must be in their original condition and packaging. The jewellery must be unused, unworn, and in its original packaging

  • If exchanging for a different item, any price difference must be paid by the customer or refunded accordingly.

  • Shipping costs for exchanges are covered by the customer, unless the item was faulty or incorrect.

Damaged or Defective Items

  • If you receive a damaged or defective item, please contact us within 5 days of delivery with clear photos of the issue.

  • We will provide a replacement or a full refund at no additional cost to you.

How to Request a Return or Exchange

  1. Email us at help@asttery.co.nz with your order number and reason for return/exchange.

  2. Wait for our confirmation and return instructions.

  3. Ship the item back to us following the provided guidelines.

  4. Once received, we will process your refund or exchange within 5-7 business days.

  5.  Refunds will be issued to your original payment method, and cannot be returned to alternate accounts or different forms of payment.

Note: Customers who received free shipping on their orders will have shipping deducted from their refund.

Gift cards are non-refundable and cannot be returned or redeemed for cash.