WHAT IS THE DELIVERY CHARGE?
Denmark: There is free shipping on all purchases over DKK 400, for delivery in Denmark to GLS Parcelshop. For purchases less than DKK 400, the cost is DKK 35 for delivery to a GLS Parcelshop. Other delivery options can be chosen for an additional fee. EU: There is free shipping on all purchases over DKK 750/€100, for delivery in the EU. For purchases less than DKK 750/€100 the cost of shipping is €9.99. Worldwide shipping: There is a flat rate of €29.99. Other delivery options can be chosen for an additional fee. Due to Brexit all shipments to Great Britain is suspended.
WHICH CARRIER WILL DELIVER MY PACKAGE?
Packages sent to Danish addresses are delivered through GLS. Packages to mainland Europe are mainly delivered with GLS, while some are delivered with UPS. Worldwide orders are shipped with UPS. Once the package has been shipped, you will receive a text message and email from the carrier that your package is on its way. If you fail to receive a notification about the delivery of your package, please feel free to contact us at firstname.lastname@example.org for information about your delivery.
Danish deliveries will be received within 1-3 working days, deliveries to EU will be received within 2-5 working days, and worldwide deliveries will be received within 5-10 working days. If you have added custom player print expect 3-5 working days extra delivery. Please note that delivery time for sales, Christmas, Black Friday and product launches, may be longer. On the day that the order is shipped from our warehouse, you will receive an email with an invoice containing a Track & Trace number. Be sure to check spam/junk mail if you do not receive an email from us within a matter of days.
CUSTOMS AND VAT
Orders placed from an EU country include Danish VAT but no import duties, in accordance with the free circulation of goods. Orders cannot be sent to non-EU countries as gifts, to avoid local duties and taxes. If you place an order from outside of the EU, the Danish VAT will be deducted, but local duties and taxes may apply, for which we cannot take responsibility. Be aware that this may affect the delivery time, as the goods may be held up in customs. In these cases, you may be contacted by the carrier company, but it is ultimately your responsibility to contact the carrier and pay the duties, in order to receive your goods.
RETURNS AND REFUNDS
YOU MUST RETURN OR NOTIFY US BY EMAIL THAT YOU WISH TO RETURN YOUR PURCHASE, WITHIN 14 DAYS OF RECEIVING IT. PLEASE NOTE, ASTRALIS TEAM JERSEYS WITH ADDED PLAYER PRINTS AND/OR FACE MASKS ARE NOT REFUNDABLE. ALL ORDERS PLACED IN DECEMBER CAN BE RETURNED UNTIL JANUARY 15TH 2021 - THIS DOES NOT INCLUDE ASTRALIS TEAM JERSEYS WITH ADDED PLAYER PRINTS AND/OR FACE MASKS AS THEY ARE NOT REFUNDABLE.
HOW TO RETURN YOUR ORDER:
1. Prepare your package for return
To return your purchase, make sure that it is packaged accordingly. The item(s) must be returned in as close to the same condition as when you received them. It is you, the sender, who is responsible for the goods until they have been delivered back to us. Returns (for example, a shoe purchase) must not be sent in the shoebox alone, the shoebox should be packed in another box and/or bubble wrap to avoid damage to it during return shipping.
Please note: items with broken/missing seal and missing or significantly degraded packaging cannot be returned. An exception is the bags that clothing comes in, which may be opened. Astralis jerseys with added player prints and/or face masks are not refundable.
IMPORTANT: We expect you to make your return as soon as possible, so others can purchase the item in question.
You are responsible for paying the return postage. You are free to choose which carrier to use when returning an item, however, we recommend GLS or UPS. We also recommend using Track and Trace when returning, in the event of a delay, or if the package goes missing. We do not accept returns sent to a post office or parcelshop. In these cases, we expect packages to be returned to the sender, after which they may be re-sent for proper delivery. Any and all additional costs in these situations fall on you, the sender. ALWAYS save mail receipts and Track and Trace numbers, so that you have proof that the package has been shipped, in the event of a mishap.
Astralis Official Shop by Winther Winther A/S
c/o Alpi Danmark A/S
Kumlehusvej 1 B
Please note: we do not accept “Cash on Demand” deliveries.
Unfortunately, we do not offer exchanges. What we can do is refund your purchase, so that you can make a new order at astralis.gg. Items purchased on sale or with a discount code can only be re-ordered if the same offer is still valid on the shop. If you are uncertain about a return, please contact us at email@example.com
Once your return has been registered at our warehouse, we will process it and refund your money as soon as possible. Normally, the expedition takes 2-3 business days after we’ve received your return, but during busy periods the expedition may take longer (in rare cases up to 14 days). As soon as your return is being processed, you will get a confirmation email from us. Your refund will always be transferred by the same payment method as you made the purchase. The money will figure in your account in due time, depending on your bank and which payment method you used when you originally ordered. If you have any questions about your refund, please feel free to contact us at firstname.lastname@example.org
PLEASE NOTE: You may be subject to forfeit your payment, in whole or in part. This will occur if the value of the item has been compromised because:
- You have taken the goods into use
- The goods have acquired external odours such as perfume or smoke, or show other signs of use/wear
- It's been damaged while you were in charge of it
- You have handled the product in an excessive manner than was necessary, to determine the nature, characteristics and functioning of the goods
- You have not understood and followed the protocol on returns pertaining to seals, type of item, etc.
- The sealing or packaging of the product is broken, missing or in a significantly degraded state, to a degree affecting the value of the product. An exception is the bags that clothing comes in, which may be opened.
- You have ordered a team jersey with an added player print - these cannot be returned
- Face masks cannot be returned for hygiene reasons.
Your purchase is subject to the Danish Sale of Goods Act, including the non-conformity clause. This means that you can have a defective item repaired, exchanged, refunded or reduced in price, depending on the specific situation. This requires that the complaint is justified and that the defect is not a result of improper use of the product or other harmful behavior. If you have purchased the item from one of our resellers, please contact them. The reseller will then process the complaint in accordance with their complaints policy. We are not able to handle complaints on goods purchased through our resellers, only goods purchased from Astralis.gg. If you wish to return a defective item, please follow our return process described at the top of this page. Once we have received your item, we will examine the item and refund the money as soon as possible if the complaint is justified and timely. In the event that you have received an incorrect item or size in conjunction with your order, please do return it – we will reimburse your shipping costs in the event that your entire order consists of the incorrect item.
RIGHT OF APPEAL:
If you wish to file a complaint about an item purchased through astralis.gg, please contact our customer service via email@example.com
If you are not satisfied with the outcome of the complaint you have addressed directly to us, please contact:
Consumer Complaints Agency Competition and Consumer Authority
Carl Jacobsens Vej 35
Consumer hotline: 70 13 13 30
European law requires that all webshops must include a link to the European Commission's Online Dispute Resolution platform. To file a complaint, visit this link.