1. Can I cancel my order after payment?
Once payment has been made, all orders are considered confirmed and will be processed accordingly.
We do not accept cancellations due to change of mind, accidental purchase, duplicate purchase, wrong size selected, or personal preference.
2. Can I return my item?
All return requests are subject to review and must be approved by our customer service team before the item is returned.
Items returned without prior approval will not be automatically accepted or processed for refund, return, or exchange.
3. What happens if I return an item without informing Astrid Mcstella first?
Items returned without prior approval will not be automatically accepted.
Our team will still need to review the case, inspect the returned item, and decide whether the request is eligible based on our policy.
Returning an item without approval does not guarantee a refund, exchange, or store credit.
4. Can I exchange my item?
Exchange requests are subject to review, item condition, and stock availability.
Please contact our customer service team with your order number, reason for exchange, and the size/item you wish to exchange to.
Items must be unworn, unwashed, unused, and in their original condition with tags/packaging intact.
5. Can I exchange because I chose the wrong size?
We encourage customers to check the size guide carefully before placing an order.
Exchange due to wrong size selected is subject to review and stock availability. It is not guaranteed.
Customers are responsible for any return shipping fees unless otherwise agreed by our team.
6. What if I received a defective, damaged, or wrong item?
If you received a defective, damaged, or incorrect item, please contact our customer service team with your order number, clear photos, and details of the issue.
Our team will review the case. If approved, we will arrange an exchange or replacement first, subject to stock availability.
A refund will only be considered if a replacement is not available.
7. Can I get a refund?
Refunds are only considered in specific situations, such as when the purchased item is out of stock, discontinued, or when a replacement is not available after review.
Approved refunds will be issued strictly in the form of store credit.
We do not provide cash refunds unless required by applicable law.
8. How will I receive my refund if approved?
Approved refunds will be issued in the form of store credit only.
The store credit can be used for your next purchase on our website.
9. How long does it take to process my store credit refund?
Once the refund request has been approved, store credit will be processed within 14 working days after the returned item has been received and inspected by our team.
10. Who pays for return shipping?
Customers are responsible for return shipping fees unless the issue was caused by our side, such as wrong item sent or approved defective item case.
Please contact our customer service team before returning any parcel.
11. How do I contact customer service for refund, return, or exchange?
Please email us at:
Kindly include your order number, reason for request, and clear photos if applicable so our team can review and assist you properly.
12. How long does it take for my order to be shipped?
Orders generally take around 5–7 working days to be shipped out from the day of order, excluding weekends and public holidays.
During peak periods, campaigns, supplier delays, courier delays, or unforeseen circumstances, processing time may take longer.
13. What happens after my parcel is shipped?
Once your parcel has been shipped, tracking details will be shared with you via email.
Delivery timing will depend on the courier’s process. We will assist where possible, but courier delays are outside our direct control.
14. Does Astrid Mcstella have the final decision?
Yes. Astrid Mcstella reserves the right to approve or decline any refund, return, or exchange request based on the circumstances of each case, item condition, stock availability, and our policy.