Refund policy

Handmade / Returns

Made slowly. Resolved fairly.

Every ASTRÉ phone chain is handmade in small batches. Because each piece is individually assembled, we do not accept returns, refunds or exchanges for change of mind.

Last updated: August 18, 2026

1. When a claim is eligible

We can help when an item arrives damaged, has a manufacturing defect, or is different from the item ordered. Please contact us within 7 calendar days of delivery. The item must be unused and kept with all original packaging while we review the claim.

2. How to report a problem

Contact ASTRÉ through our Contact Us page and include:

  • your order number and the email used at checkout;
  • a brief description of the issue;
  • clear photos of the complete item and the damaged or incorrect area; and
  • photos of the original packaging and shipping label.

Please keep the item and packaging until the claim is resolved, and do not return anything without written approval. We aim to respond within 2 business days.

3. Approved resolutions

After reviewing the evidence, an approved claim will be resolved with either:

  • a replacement or exchange for the same item, subject to availability; or
  • ASTRÉ store credit for the approved value.

Because our pieces are handmade and produced in limited quantities, an identical replacement may not always be available. Approved refunds are issued as store credit rather than to the original payment method.

4. Return shipping

If we require an approved damaged, defective or incorrect item to be returned, ASTRÉ will provide return instructions and cover reasonable return shipping. Unauthorised returns may be refused. Original delivery charges are not refundable.

5. Handmade character

Natural stones and beads vary in colour, pattern, translucency, inclusions, shape and placement. These small differences make every phone chain individual and are not considered faults.

6. Items and issues not eligible

  • change of mind, preference or ordering the wrong item;
  • natural variations in stones, beads or handmade placement;
  • items that have been used, worn, altered or returned without approval;
  • damage caused by water, perfume, lotions, chemicals, pulling, impact, dropping, improper attachment or normal wear;
  • gift cards and items marked final sale; or
  • claims made more than 7 days after delivery or without adequate proof.

7. Delayed, lost or marked-delivered parcels

If a parcel is delayed, please contact us so we can help review the tracking information and, where appropriate, open an enquiry with the carrier. A parcel marked delivered, an incomplete address, or a delivery redirected by the customer is not automatically treated as a damaged-product claim.

8. Contact

Questions about an order or claim? Please use our Contact Us page. We will review every eligible issue carefully and fairly.