TERMS & CONDITIONS

WELCOME TO ASTRELLA!

  1. For a better shopping experience, it is recommended for you to read and understand our terms and conditions before you make any purchase(s). 
  2. Your continued use and purchase with Astrella at www.helloastrella.com constitutes your agreement to our terms and conditions.

 

CREATING AN ACCOUNT

  1. By creating an account, you will be able to shop faster, receive updates on your orders, keep track of your previous orders and get insider discounts!
  2. Click the "Login" icon on the website and fill in the required fields with the relevant information to register an account with us.
  3. If you already have a registered account, please log in with your email address and password. 

 

HOW TO ORDER

  1. Sign in your account if you are a returning customer. Otherwise, we recommend you to create a new account before ordering.
  2. Click on a category of choice from the top category bar. "New in" refers to the latest items added to the website, "Shop" allows you to view all products on the website.
  3. Click on the product(s) of your choice to "Add to cart" button. Choose your preferred size (if any), colour (if any) and quantity.
  4. To continue shopping, click on another category or thumbnail. 

 

ORDER CONFIRMATION / GENERAL PURCHASE AND DELIVERY

  1. Kindly ensure you have selected the correct item(s) in the correct colours/sizes/quantity and click on the "Checkout" button when you are ready.
  2. We will not be able to amend orders once they have been confirmed and will not be held liable in the event the wrong colors/sizes are selected, or if duplicate orders are placed.
  3. Please note that the item(s) will not be reserved for you until you click to confirm your purchase.
  4. Fill in your personal information, full and complete delivery information, billing information and indicate your shipping preferences.
  5. Please note orders with incomplete/incorrect address may result in delayed delivery or re-delivery.
  6. An order confirmation email will be sent to your inbox after your order has been successfully placed. Orders will be shipped out within 1-2 working days (unless otherwise stated) upon payment verification.
  7. Order cannot be cancelled once it has been confirmed.
  8. Mailing days are on our working days that is Mondays to Fridays, excluding weekends and public holidays.
  9. All delivery lead times are an estimate and they do not include internal order processing time of 1-2 working days.
  10.  All orders are shipped out according to order number, there will not be any combined orders.
  11. All prices displayed on the website are quoted in Singapore Dollars. All payments have to be made in Singapore Dollars. Pricing is fixed and non-negotiable unless there are on-going promotional discount or sale.
  12.  All prices are final upon payment checkout. Refunds will strictly not be allowed in the event item purchased is available on sale thereafter.
  13.  No reservations are allowed for any items on the website.
  14.  We reserve the right to accept or reject any order(s).

 

DISCOUNTS

  1. To utilise a discount code, key in the respective discount code under the discount section and enable the "Apply discount" button in the "Checkout" page.
  2. You will not be able to apply the discount code after the order is placed.
  3. No refunds will be made for orders where discount codes are not entered at point of purchase.
  4. Discount codes may or may not come with an expiry date and are strictly non-extensible. This will be informed accordingly.
  5. Orders placed using discount codes are not applicable for exchange and returns.
  6. Only one discount code can be applied each time for each order placement.
  7. Discount code cannot be used for sales item(s).

 

 PAYMENT

  1. For fuss-free payment, we accept payments via Visa, MasterCard, America Express Credit Card and Debit Card, as well as PayPal registered accounts.
  2. For payments via PayPal, payment has to be made instantly. Please ensure that you reach the PayPal payment gateway page via www.helloastrella.com website to ensure that your payment is received and updated successfully in our system. Payments made via a new browser will not be synced to our server, and that will mean your order status will not be updated automatically.
  3. PayPal account set-up is free and can be done via PayPal website at www.paypal.com
  4. All cancelled orders cannot be reversed.
  5. Request for cancellation of order will be declined if any form of payment has been made.
  6. Orders will only be confirmed upon completion of payment.
  7. Orders will automatically be cancelled after 20 minutes of non-payment.

 

SHIPPING

  1. Orders will be processed within 1 to 3 working days.
  2. For Normal Mail (via Singpost), postage fee of $2.50 will be charged.
    1. Normal Mail does not come with any tracking number and we are unable to track the mailing status. Once you receive the "Your order is on its way” email from us, it means that we have already mailed out your parcel. 
    2. Normal Mail takes 3 to 5 working days to be delivered to your letterbox and there is a risk of delayed and lost mail in which we will not be liable for.
    3. We will not be responsible for any lost mail through Normal Mail. As such, Door-Step delivery is highly recommended due to its tracking facility.
    4. We will not be responsible for any lost mail due to an error in the mailing address provided, it is recommended that you check your details before confirming order. 
  3. For Door-Step Delivery (via Smartpac) - postage fee of $4.00 will be charged.
    1. All orders made under Door-Step Delivery will come with a tracking number. Once you receive the “Your order is on its way” email from us, it will indicate your tracking number with it. You may then login to www.singpost.com to track your parcel delivery using the tracking number that was provided in the email. 
    2. Door-Step Delivery takes 3 to 5 working days to be delivered to your doorstep or letterbox. It comes with free 1 time re-delivery (if there is a failed attempt of delivery during the first delivery). Additional charge applies after 2 failed deliveries and we will not bear the charges. 
    3. Deliveries are from Monday to Saturday. Should there be a failed delivery, customer can re-schedule another delivery slot with Singpost or to bring along the redemption slip to collect at the dedicated Singpost. Singpost will store the parcel for a maximum of 10 working days, thereafter the parcel will be returned to us, and customer will be charged for a re-delivery. Details regarding the re-delivery will be provided in the email sent to customer by us.
    4. Any unclaimed order(s) will be kept in record/storage for up to 30 days from the date of the first re-delivery email to the customer. All unclaimed orders thereafter will be donated away and the order will not be honored.
    5. We will not be responsible for any lost mail due to an error in the mailing address provided, it is recommended that you check your details before confirming order. 
  4. Please take note that delivery lead times are estimates and they do not include internal order processing time of 1-2 working days.
  5. Enjoy complimentary delivery (to 1 single mailing address) with every purchase of minimum $80 in a single order.
    1. The above promotion in only valid for full priced items.
  6. Should there be any out of stock item in your order due to unforeseen circumstances, we will inform you via text message or email. You may then choose to either change the product or request for store credits.

 

BOUNCED/UNDELIVERED PARCELS

  1. Customers will be contacted via email should we receive any bounced/undelivered parcels bearing their names.
  2. Any additional cost required for re-delivery of such parcels will be borne by the customer.
  3. We will only bear the cost of re-delivery if it is deemed as an error on our part.
  4. Details regarding the re-delivery will be provided in the email sent to the customer.
  5. We reserve the right to deny any request to combine shipping of such bounced/ undelivered parcels with any new orders.
  6. Any unclaimed order(s) will be kept in record/storage for up to 30 days from the date of the first re-delivery email to the customer. All unclaimed orders thereafter will be donated away and the order will not be honored.

 

BACKORDERS

  1. Backorders are opened for sold out item(s) and are available during the stipulated time-frame only.
  2. Estimated time of arrival (ETA) for backorder products are provided in individual item link. Please note any ETA provided is an estimation.
  3. A full refund/cancellation for any ongoing backorder at any point will not be accepted.
  4. Always ensure you are comfortable with the waiting time before making any purchase(s).
  5. Backorders are subjected to delays/ cancellations that are beyond our control.
  6. Cancellation or refund of backorders are not applicable if the product’s arrival is delayed.
  7. All backorders will be dispatched within 5 working days after its arrival.
  8. For orders containing backorders and in stock product, kindly note products would only be dispatched after all the products are available and/or have arrived, unless you opted for the backorder product to be shipped separately.
  9. Shortage in quantity may occur for backorders and we reserves the rights to cancel your order after the shortage had been made known to you. In the event of a cancellation of the backorder due to unforeseen reasons, a full refund will be given. 
  10.  Do kindly refer to the item link for backorder updates. No emails will be sent for such updates unless otherwise stated.

 

EXCHANGE AND RETURN POLICY

  1. Kindly make sure that you have chosen the correct design, size and colour before proceeding to checkout.
  2. It is advisable for you to check through all products immediately upon receiving your parcel from us.
  3. We provide exchanges for all regular-price item(s), except for Sale and Discounted item (including item purchased using flash sale/discount codes), accessories and specifically stated non-returnable item(s).
  4. Kindly write in to us at enquiries@helloastrella.com within 3 working days upon receiving the parcel. We will reply you within 1-2 working days.
  5. All returns have to be done within 7 working days after an email had been sent to you on the exchange/return procedure. Requests for exchanges and returns thereafter will not be entertained.
  6. All return item(s) must be returned in its original condition with the original packaging, unwashed and unworn with the tag intact for the exchange.
  7. Return item(s) which do not fulfil these criteria will be rejected duly.
  8. We will only mail the replacement item(s) upon receiving the return item(s). 
  9. Customer will be required to top up the delivery charges for mailing back of the parcel.
  10.  In the event that the item is not available for exchange, customer may request to opt for another product as replacement (Top up will be required if a higher value item is chosen for exchange. No cash refunds will be made if there are extra value.)
  11.  Should customers be not able to comply with the above requirements, we reserve the right to refuse the exchange.

 

DEFECTIVE ITEM(S)/INCORRECT ITEM(S) RECEIVED

  1. Should you receive any incorrect or defective item(s), an exchange will be granted.
  2. Item(s) with slight imperfections (loose thread, slight dotted stains, etc) which do not affect the overall appearance of the item will not be considered a defect.
  3. For printed designs, the prints may vary in terms of symmetry/alignment/slight colour patches for each piece and this is not considered a manufacturing defect.
  4. Kindly write in to us and provide snapshots of the defective area to enquiries@helloastrella.com within 3 working days upon receiving the parcel. We will reply you within 1-2 working days.
  5. Returns of the incorrect or defective item have to be done within 7 working days after an email has been sent on the return procedure. Requests for returns thereafter will not be entertained. We reserve the right to ignore any return request after the stipulated time-frame.
  6. Please wait for confirmation from us before sending the item(s) back to us.
  7. All return item(s) must be returned in its original condition, with the original packaging, unwashed and unworn with the tag intact for the exchange. 
  8. Exchanges for item(s) which do not fulfil these criteria will be rejected duly.
  9. We will only mail the replacement item(s) upon receiving the return item(s).
  10.  Please note that the incorrect item(s) will be replaced with the correct item(s), and defective item(s) will be replaced with a non-defective one.
  11.  A refund in store credit will be processed if the item(s) have run out of stock for exchanges. You may also request to opt for another product as replacement (Top up will be required if a higher value item is chosen. No cash refunds will be made if there are extra value.)
  12.  Should customers be not able to comply with the above requirements, we reserve the right to refuse the exchange.

 

PRODUCTS

  1. Colours of products may differ due to the colour calibration of the device’s screen and it may appear darker or lighter in reality due to strong studio lighting used.
  2. There may be a 0.5 - 1 inch difference in the measurements given due to mass production. We will make our best possible effort to provide the most accurate measurements. 
  3. Please exercise individual's discretion and due diligence before making any purchase(s). You are advised to double check on the sizing measurements as different design may fit differently. 

 

GARMENT CARE

- Do’s

  1. Hand wash with cold water, rinse and dry well before hanging.
  2. Sort your laundry into groups with similar colours.
  3. Always rinse your new item in cold water before wearing to avoid colour runs.
  4. Avoid wearing denims/suede items with light coloured items/accessories especially for the first few wears to prevent any colour transfer.
  5. If you are unsure of the maximum temperature of the garment, always be safe and wash with cold water.
  6. Turn your garment inside out before washing.
  7. Ensure your garment is zipped up and/or buttoned up before washing to prevent damage.
  8. Always iron on low heat.

Don'ts

  1. Do not soak.
  2. Do not use too much detergent.
  3. Do not use bleach.
  4. Do not iron prints and embellishments.
  5. Do not leave garments with whites and colored panels soaking for long periods.

 

ACCESSORIES CARES

  1. When accessories are exposed to air for prolonged periods, it might tarnish.
  2. Avoid spraying perfume on the accessories.
  3. We recommend you to gentle wipe your accessories after each wear for hygiene purpose.

 

INTELLECTUAL PROPERTY & CONTENT

  1. The pictures, contents, prices and descriptions, etc are property of Astrella.
  2. Astrella reserves the right to make amendments or updates to any of the above Terms & Conditions without any prior notice. 
  3. In the event of any dispute, Astrella reserves the right of final decision.