FAQ

ORDERS & PAYMENTS

How do you process your orders?

Astara strives to have all items shipped ASAP. We ship on-hand items from our headquarters within three days of order. Some items are drop shipped from a fulfillment center in California. 

How are your goods priced?

We place great emphasis on products made with sincere attention to craftsmanship and materials. This means we support a higher cost from our makers, which carries over to the prices you see on the site. Our intention is to pay a fair wage to the artist or maker, as we value their work and are inspired to bring unique, small-batch items to our community. Our retail prices reflect this value and are never artificially inflated.

What methods of payment do you accept?

We accept American Express, Discover, Mastercard, Visa, and PayPal.

If I place an order, when will I be charged?

You will be charged at checkout.

If something is out of stock, can I still buy it?

We process and deliver orders as timely as possible within the limits of available stock. If an item you ordered is temporarily out of stock or permanently unavailable, we’ll let you know via email as soon as possible. You will have the option to modify or cancel your order. If you choose to cancel, you will be fully refunded.

How do I change or cancel an order?

Once an order has been confirmed, it will be processed immediately. If you wish to cancel your order, please email our Customer Service team at info@astara.org. Because we ship promptly, it may not be possible to cancel an order, though your order may be returned.

What do I do if my order is incorrect or arrives damaged?

Simply email our Customer Service team ASAP at info@astara.org and we will arrange the return shipping.

 

SHIPPING & TRACKING

What are the delivery method options to ship my order?

We use the United States Postal Service (USPS) for all shipping. Domestic orders are shipped via USPS Media Mail and international orders are shipped via USPS First Class. If you have a need expedited shipping, please contact us (909) 948-7412 or info@astara.org and we will do our very best to accommodate your request.

*Please note that we do not ship on Saturdays, Sundays or U.S. national  holidays.

How will I know when my order has shipped?

As soon as your order is completely fulfilled, you’ll receive an email containing your order number and other details. Once your package leaves our warehouse, you’ll receive a confirmation email with a tracking number.

Do you ship to PO boxes?

Please note UPS does not deliver to PO boxes. However, you may ship to PO Box using USPS.

Do you ship internationally?

Yes. Non-domestic orders are shipped USPS International First Class. Please allow 6-8 weeks for delivery. Please note that there are limitations on delivery within certain areas and countries throughout the world. 

Where can I find details on my shipping information?

To track your package, use the tracking number sent to you in the confirmation email . If you have any questions, email info@astara.org.

Do you ship to multiple addresses?

In order to ship to multiple addresses, you must place two separate orders.

 

RETURNS, REFUNDS, and EXCHANGES

What is Astara's return policy?

If for any reason you are not satisfied with your full-price purchase, we will make every effort to find you a perfect replacement or assist with a return. We will accept returned items up to 30 days upon your receipt of delivery. As long as the returned item meets the conditions listed below, we will provide you with a store credit in the same amount as the returned item, or a full refund in the manner you paid.

Please note, returns are accepted only if they meet these standards:

You purchased the item(s) at full price. (Sale items are not eligible for return.)

Jewelry: All jewelry must be returned with original tags. 

Apothecary: All apothecary items must have their original seals intact and packaging must be untampered.

Apparel: All apparel items must be unworn, unwashed and have original tags still attached.

Candles and incense: All candles and incense must be in their original packaging and unused/unlit.

Books: All books must be in unused, saleable condition.

How do I return an item?

If you receive an incorrect or damaged item, please notify our Customer Service team ASAP at info@astara.org and we will arrange the return shipping.

Refunds do not include any shipping or handling charges, so if you decide to return an item, you are responsible for all shipping costs. Any items returned to us damaged will not be eligible for a refund.

When and how will I be refunded?

All refunds will be issued within 14 days of approval and will be provided to you in the same method as payment.

How do I know you have received my return?

We will send a confirmation email as soon as your return item is delivered to us and accepted.