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FAQ

I have made an order and need to cancel before dispatch

If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us as soon as possible on astatinedenim@gmail.com including your order number (found on your order confirmation emailed to you by us on completion of order). If your order has not been dispatched we will be able to refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although this is normally much faster. If it is too late to cancel your item then you will need to return your item to us.  


I want to return an item to Astatine Denim

Astatine Denim operates on an online return system. To return an item to us please follow this step by step guide: Link  


I would like to return an item for something else

We will process your return within 5 working days of receipt however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 2 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.  


I would like to return an item for a credit note or refund

We will issue your credit note/refund within 7 working days of receipt of your return. Once the credit note /refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges are non refundable unless you have received an incorrect or faulty item from us.  


I have received a faulty item

If the item you received is faulty, please accept our sincere apologies for the inconvenience. You have 14 days from receipt of the faulty item to return it to us. We will refund the original postage costs for all faulty items.   


I have received an incorrect item

If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. We will then advise on how to proceed. You have 14 days from our despatch of the incorrect item to return it to us. We will refund the original postage costs for all incorrect items.