If you have a query or problem, please contact us. We will try to help. Thank you.
Virtual/electronic products (eg pdf download) are available from your "My Account" page after payment has been received.
Physical products will be shipped by regular post, unless otherwise agreed. No refunds for non-delivered products. Registered post incurs an additional € 5 surcharge.
Services will be delivered as appropriate to the service
Postal delivery is subject to availability, payment authorisation, verification and processing.
Any claims for non-delivery of a parcel need to be made within 7 days of the estimated delivery date otherwise we may not be able to process your claim. Any claims for non-delivery of an item over 30 days from the stated delivery date will not be accepted.
If your order shows as delivered and you have not received the item, please let us know immediately. If you paid for postal registration an investigation will be initiated which can take up to 30 days and may require you to complete forms from the postal service.
We are sorry, but we can't change the delivery address of a parcel once your order has been processed.
We are unable to process any claims for non delivery if your
order is delivered to a work address, student halls, block of flats or
other building with a communal delivery point and the tracking on your
order is confirmed as delivered.
If an incorrect, incomplete or invalid address is given for delivery we are unable to process any claims for the parcel not being delivered, please let us know, however, and we will contact you if it is returned to us.
Please note that there is maximum weight limit on international orders of 2kg, if your order exceeds this weight it may be held while we contact you to take extra payment.
Please note that any customs charges are payable by the buyer and we take no responsibility for these charges.
All parcels will have customs declarations on the outside of the parcel stating the value of the contents, this is a legal requirement and cannot be amended.
We take no responsibility if customs open a parcel, remove any contents or destroy restricted goods, these vary from country to country and as such are the buyers responsibility to find out. We will not process any claims for missing items if a parcel has been opened by a customs department, this is the recipients duty to claim with the relevant custom department.
We will try our best to send all your products in a single delivery. The only reason we'd split deliveries is if they were over the carrier's size and weight restrictions - or if a product is out of stock, in which case we will contact you to let you know.
If your order has not been delivered within the estimated time we have to allow 45 days from dispatch before we can consider an order to be lost. All claims for the non-delivery of an order need to be made with 90 days of the dispatch date or we will not be able to process the claim.
If the tracking shows the parcel as delivered we are unable to process any claims for non-receipt of the parcel.
Please use the contact form here: http://astraea.net/shop/index.php?route=information/contact