Q. Can I cancel my order?
A. Yes, you can cancel your order for free as long as it has not been dispatched yet. If your order has already been shipped, you are still welcome to return it to us once it arrives. Items must be unopened and factory sealed. Please note that return postage costs are the responsibility of the customer, and the original shipping fee will not be refunded. Once we receive the returned items, we will issue a refund.
To cancel or return an order, please email us at astrakpop@outlook.com with your name, order number, and postcode.
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Q. What is your returns and exchanges policy?
A. We accept returns and exchanges within 14 days of receiving your order, provided the items are unopened, factory sealed, and in their original condition. Refunds will be issued to your original payment method, excluding any shipping costs.
We strongly recommend filming an unboxing video when you receive your package. This helps us verify any issues with damaged or missing items. Without a clear unboxing video, we are unable to offer replacements or refunds for such claims.
Please note the following:
- Photocards cannot be returned, as we cannot guarantee their authenticity once they have left us.
- Minor damages such as small dents, scratches, or manufacturing errors (e.g., misprints or missing inclusions) are the responsibility of the manufacturer and cannot be refunded or exchanged, as albums are sold factory sealed.
- If severe damage is visible in your unboxing video and the item was still sealed when opened, we are happy to offer an exchange.
We cannot offer refunds for shipping delays, as these are out of our control. If your order has not arrived within 15 working days of dispatch, please contact us and we will help file a claim.
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Q. Why was my order cancelled?
A. Orders may be cancelled if we suspect fraudulent activity. In these cases, we may cancel without prior notice.
We also enforce limits on the purchase of certain limited or high-demand products. These limits are clearly stated in the product description. If you exceed the limit, your order may be amended or cancelled without notification.
If your order is flagged for fraud prevention, we may contact you to request additional information. Your order will proceed once verified, or be cancelled if we are unable to confirm it.
Please be aware that damaged or discounted items are final sale and cannot be returned or exchanged.
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For any further questions, feel free to reach out to us at astrakpop@outlook.com.