FAQ

Why has my order been cancelled?

Our products are sold very quickly because of the high demand, that’s why a product you ordered can suddenly become unavailable. These cases are extremely rare but can occur from time to time.

If the article you ordered is out of stock, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains several articles we will ship the rest of your order and refund you the unavailable item.

Is it secure to order online?

You can be assured that buying on Astrowood is completely secure. We use standard encryption systems from the industry for potentially sensitive informations such as your name, your address and every other critic or sensitive information you may provide such as credit card details.

What are the delivery times for your products?

We take 1 – 3 days to process your order. We work directly with the manufacturer to grant you the lowest prices possible. That’s why our delivery timings are between 8 and 20 workdays.

However, considering the current COVID-19 situation, our deliveries may be delayed and can reach up to 6 weeks.

Do you ship worldwide?

Yes, absolutely. We deliver worldwide.

From where do you ship your products?

Our office is located in Lausanne, in Switzerland. Our international warehouse is located in China. We planned to open a new warehouse in the US.

Do you provide informations about tracking of the products?

Yes. As soon as your product is shipped, we will send the tracking of your order per email.

Some items of my order are missing, what happens?

Our products are shipped separately depending on your order. If it contains for example items from two different warehouses there will be two deliveries. The rest of the order will probably be delivered very soon.

I received a damaged article. What can I do?

We are very sorry to hear that. Just send a picture of the damaged article to our support team per mail to: support@astrowood.us and we will send you a similar article as a replacement as soon as possible.

Where are you located?

We are located in Lausanne, in Switzerland.

I still didn’t receive my order. Why does it take that long?

We apologize for this delay. Sometimes, international shipments can take longer because of the custom clearance.  You can nevertheless track your order and see where it currently is at any time. If you think you still need help with your parcel tracking or if you have any question regarding it, please contact us per email at : support@astrowood.us

Do you have a refund policy?

We do our best to fix every problem our clients could face with their articles online. If you still wish to get a refund of your order, we surely can proceed to a refund if the request is made within 30 days after order date and if the articles are not on sale. For more informations please read more about our Refund Policy.