Versand

 

Delivery

Your parcel can be delivered either to a parcel shop or directly to your home address. You will receive a tracking number via the email provided during your webshop order.

Astalou offers free delivery in Denmark for purchases over DKK 399. For purchases less than DKK 399, the postage cost will be shown on your order before you make the purchase. The price for shipment inside the EU is 18 EUR for purchases totaling less than 99 EUR. For purchases over 100 EUR, delivery is free of charge.

The usual shipping time is between 2 and 6 weekdays from the date of order confirmation. Astalou is responsible for your purchase until you receive it.

 

 

Right of withdrawal

When shopping at astalou.com, you have the right to withdraw your purchase within 30 days. The right of withdrawal period expires 30 days after the day on which you or another person acting on your behalf (carrier excluding) obtain physical possession of the goods.

To exercise the right of withdrawal, you must give notice of this to contact@astalou.com . You can use the standard cancellation form further down on this page, but it is not mandatory. The cancellation period has been met if you send notification of exercising the right of cancellation before the cancellation period has expired. We recommend that you keep your receipt or documentation that you have sent the notification and the product(s).

You cannot cancel your order by refusing to receive your order or by failing to pick it up without prior notice. 

 

Return

The product(s) must be returned to the following address:

Astalou Logistics
Europavej 10
8990 Fårup
Denmark

The product(s) that you return must be securely wrapped. You have the responsibility for the package/product(s) until we receive it/them. So, keep the receipt as well as any tracking number. The product(s) you return must be in fairly same condition as when received.
You must pay the costs in connection with returning the product(s) and make sure that the product(s) are returned directly to the address described above and not to a parcel shop.

You must return the products in their original packaging (in fairly same condition as when received) and securely wrapped. You bear the risk for the products until we receive them. We therefore recommend you keep receipt and tracking information until you have confirmation from us that the items have been received correctly. All costs related to returning the products must be paid by you. Further you must ensure that the returned items are send directly to above address and not to a parcel shop.

 

Standard cancellation form

(For use only if you exercise your right of cancellation)

To:

Astalou Logistics
Europavej 10 
8990 Fårup
Denmark 
contact@astalou.com

I hereby inform that I wish to exercise my right of cancellation in relation to my purchase of the following products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer signature (for use if submitting form on paper only):
Date:

 

Products excluded the cancellation right

Some products are excluded from the cancellation right including “products that for health or hygiene reasons are not suitable to be returned, and where the packaging has been broken after delivery”.

As our products are skin care products, you will lose your cancellation right if you break the packaging or use the product as it thus is not of health or hygiene reasons suitable to be returned.

 

Refund of the purchase amount

Once your return is received and inspected, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within 10 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for, to be posted to your account.

 

Complaints procedure

If you have any complaints concerning your purchase, please contact us by email: contact@astalou.com in order for us to find a solution. You may also submit a complaint about goods purchased from us to the Center for Complaint Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark. https://naevneneshus.dk/

If you reside in another EU country than Denmark, you can also use the European Commission online complaints register when submitting your complaint. You can submit the complaint online through http://ec.europa.eu/odr. When submitting the complaint, you must state our email address: contact@astalou.com.

 

Inspection and notification of defects

Your purchase of Astalou products is covered by a 2-year right of complaint, in case of defects or imperfections, from the time of delivery of the goods. You are liable to examine the products upon receival in order to establish any defects or imperfections. Complaints must be made within a reasonable time after you have discovered the defect. Notification given within one month of discovering the defect is always timely.