Return and refund policy

Our policy is 14 days. If it has been 14 days since you received the product, unfortunately we cannot offer you a refund or exchange.

If you change your mind within 24 hours of placing your order, we will refund your money directly to you.

We only process orders 24 hours after they are placed, so we can correct errors and change of mind on the part of customers. After this time, if the order has been processed, we will not be able to refund you for a change of mind until the product has been delivered, received and returned to the address provided.

In order to return your order, the item must be unused and in the same condition as when you received it. In addition, it must be in its original packaging in order to be returned, at your expense, to the address we will provide you.

There are several types of products that cannot be returned. We do not accept returns of intimate or sanitary products. Gift cards are also non-returnable.

To return an item, we will verify that it is your order using your order number and/or other information you used when you placed the order. This will most likely be your email address.

For your return to be validated, there are two options. We confirm receipt of the package at the return address we have provided you, or you send us a scan or photo as proof that the package has been returned to the address you have provided us. In the first case, the shipment must not be addressed to the manufacturer's address. In the second case, a postal receipt or delivery ticket can be accepted.

We may ask you to wait until we have received the goods, rather than sending us proof of return. This is because an inspection of the package may be required in connection with a refund request. This inspection will take place before we can process your refund.

If you receive an item and say that the item is in poor condition and you want your money back, but refuse to send a picture of the item you have received, you will of course be asked to send the item to a specific address so that the item in your order can be inspected.

Once the package is received, it is only after inspection that the refund will be made (or not). After inspection we can actually see that the item is in good condition. And we will inform you of this with the help of a photo and/or a video, and in this case we will refuse the refund.

This may seem like an overkill. However, some people have been dishonest, and based on past experience, we can no longer take our interlocutors at their word. We apologize and want you to know that we do our best with every return and refund request.

Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision as to whether we approve or deny your refund request.

If your refund request is approved, it will be processed and a credit will automatically be issued to your original credit card or payment method within a specified timeframe. This timeframe is not under our control. And we will notify you as soon as the refund process has been initiated by us.

If your refund is delayed or not received, please check your bank account first. Then contact your credit card company. There may be a delay before your refund is officially posted.

Then contact your bank. This is because there is a processing time before the refund is posted.

If you have not received your refund after these two steps, please send an email to kontakt@astrid-oslo.com. The customer service team will ask you if you have completed both steps. If you have, the customer service team will check the database.

We apologize for having to ask for these steps, but we want to give maximum attention to your requests. And we waste a lot of time when the request is not preceded by certain steps. We want to give maximum attention to the requests we receive.

In the case of goods offered, if there is a refund, this will be made on the price of the goods offered and therefore paid by the customer and not at the price during the normal period.

When it comes to exchanges, we only replace an item if it is defective or damaged. If this is the case and you would like to exchange it for the same item, please send us an email at kontakt@astrid-oslo.com.

For gifts, if the item you wish to return was shipped directly to you, you will receive a gift credit of the same value as your return. Again, only once we have received the item will a gift card be sent to you via email.

If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift recipient and they will be notified that you have returned the item.

Upon return, you are responsible for return shipping costs. These shipping costs are non-refundable, and if you receive a refund, the return shipping costs will be deducted from the refund.

Depending on where you live, the time it takes to receive the exchanged product may vary.