Refund policy

At Aster Row, your confidence in every purchase matters to us. Should an item not meet your expectations, you may request a return within 30 days of delivery, for any reason. This applies to every order, regardless of value or destination.

Initiating a Return

  1. Contact us at support@aster-row.com with your order number and the item or items you wish to return.
  2. Once your request is approved, we will provide the return address together with clear instructions for sending your item back to us.
  3. Upon receiving and inspecting your return, we will issue a refund to your original payment method within 10 business days.

To be eligible for a refund, items must be returned unworn and unused, in their original condition, with all tags, labels, and packaging intact, accompanied by proof of purchase.

Sale items are also eligible for return, provided approval is requested in advance. Please note that returns sent without prior approval cannot be accepted.

Damaged, Defective, or Incorrect Items

Should your order arrive damaged, defective, or not as ordered, please notify us promptly and we will put it right. Where possible, kindly include a photograph of the issue in your message, so that we may resolve the matter as swiftly as possible.

Returning Your Item

Once your return is approved, we will provide the return address along with straightforward instructions. For international returns, we recommend a tracked service, as we are unable to accept responsibility for items lost or damaged in transit before they reach us.

We apply no hidden fees or restocking charges — the value of your returned item is refunded in full.

Return Shipping Costs

Return shipping is arranged and paid for by the customer, unless the item arrived damaged, defective, or incorrect, in which case Aster Row covers the cost in full. When your return is approved, we will provide the return address along with clear instructions; please note that we do not currently supply prepaid return labels. Apart from return postage, no charges apply to your return — we never deduct restocking fees or hidden costs, and the full value of your item is refunded once we have received and inspected it.

Refunds: Currency & Timing

Refunds are issued to your original payment method in the currency of your original purchase, typically within 10 business days of our receiving and inspecting your return. Depending on your provider, a few additional business days may pass before the refund appears on your statement.

EU & UK Customers

If you are based in the European Union or the United Kingdom, you are entitled to cancel your order within 14 days of receipt, without providing a reason, under the Consumer Rights Directive (EU) and the Consumer Contracts Regulations (UK).

To exercise this right, please notify us at support@aster-row.com within the 14-day period. You then have a further 14 days to return the goods. We will refund the full order value — including the standard delivery cost originally offered — within 14 days of receiving the returned items, or from the date you provide proof of return, whichever is sooner.

This statutory right applies alongside our standard 30-day return window, ensuring you always have at least 30 days to return most items. Please note that custom-made, personalized, and certain other items may be exempt from the statutory right of cancellation, as detailed below.

Non-Returnable Items

A limited selection of items are considered final sale and cannot be returned:

  • Custom-made or personalized products
  • Gift cards

If you are uncertain whether your purchase qualifies, please contact us before initiating a return, and we will be glad to advise.

Exchanges

We do not offer direct exchanges. Should you wish to obtain a different size, color, or product, simply return your original item in accordance with this policy and place a new order for the item you prefer. This ensures your desired piece reaches you as quickly as possible. Please remember that returns must be initiated within 30 days of delivery.

Here to Help

For any questions regarding your return, or anything else, please write to us at support@aster-row.com . Wherever you are, our team is always pleased to assist.

Contact Information

Trade Name: Aster Row
Phone: +13025723824
Email: support@aster-row.com
Address: 447 Broadway, 2nd Floor 2828, New York, New York, 10013, United States

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (EST). We aim to respond to all enquiries within 24 hours, in the order received.