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Shipping & Returns

At Astral Threads, we strive to ensure that your hand tufted rugs and celestial-themed home decor items reach you in perfect condition. Our shipping methods are designed to deliver your products safely, and our packaging is done with utmost care. We aim to provide transparent and affordable shipping costs to build trust and loyalty with our customers.
 
We understand the importance of trust in online shopping. Our shipping policy is straightforward and customer-friendly to make sure you have a seamless experience with us.

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Shipping Policy for Astral Threads

At astral threads, each of our hand-tufted rugs is a unique, handcrafted work of art. Because of this, we carefully prepare and package your pieces to ensure they arrive in perfect condition. Please review our shipping details below.

 

1. Processing Time

Handmade rugs require time to finalize, package, and properly dispatch.

  • Ready-to-Ship Rugs: Please allow 1-3 business days for processing and secure packaging before your order ships.

  • Low/Out of Stock Rugs: Please allow 1-2 weeks for production, we will contact you at time of dispatch.

  • Custom / Made-to-Order Rugs: Processing times vary. Please refer to your specific product page or order confirmation email for estimated dispatch dates.

 

2. Shipping Rates & Delivery Estimates

We use Royal Mail for all our UK domestic deliveries. Shipping costs and transit times are calculated at checkout based on the size, weight, and destination of your rug.

  • Free Shipping on orders over £100 in a single transaction UK ONLY

  • Royal Mail Tracked 24®:

    • Single Item Cost: £4.95

    • 2 Items Cost: £6.85

    • Estimated Delivery: Next working day after dispatch

    • Features: Priority tracking for urgent orders.

 

3. Order Tracking

Once your rug is collected by Royal Mail, you will receive a dispatch confirmation email containing a unique tracking number. You can monitor the journey of your rug directly on the Royal Mail Track and Trace page.

 

4. International Shipping

We currently ship to UK, US, EU, at standard royal mail rates, other destinations please ask.

  • International Standard / Tracked: Rates are calculated at checkout based on destination.  Estimated at £8.49 per package.

  • Customs & Duties: Please be aware that international orders may be subject to local customs duties, taxes, or handling fees. These charges are the sole responsibility of the customer.

 

5. Packaging

To ensure your hand-tufted rug travels safely, it will be securely packaged and wrapped in durable, waterproof protective plastic. For larger rugs, we use rigid postal tubes or custom corrugated boxes.

 

6. Delayed or Lost Packages

We want to ensure your handcrafted rug gets to you safely. However, we are not responsible for delays caused by Royal Mail or extreme weather conditions. If your package is significantly delayed, please contact us at info@astralthreads.co.uk so we can open an inquiry with Royal Mail on your behalf.

 

7. Contact Us

If you have any questions or require special delivery arrangements (such as a nominated Safeplace or specific delivery instructions), please reach out to us at info@astralthreads.co.uk or visit our contact page :  https://www.astralthreads.co.uk/contact

Our return policy at Astral Threads is designed to give you peace of mind when making a purchase. If for any reason you are not satisfied with your product, or if you've had a change of heart, our straightforward refund or exchange policy ensures that you can shop with confidence.
 
We believe that building trust with our customers is essential. Our return and exchange policy is customer-centric, allowing you to shop with the assurance that your satisfaction is our priority.​

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Returns & Refund Policy for Astral Threads

Thank you for shopping with us! We want you to be completely happy with your purchase. However, if you do need to return an item, we are here to help make the process as smooth as possible.

As a UK-based online store, our policy fully complies with the Consumer Contracts Regulations and the Consumer Rights Act.

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1. Your Right to Cancel (14-Day Change of Mind)

Under UK law, you have the legal right to change your mind and cancel your order for any reason within 14 days of receiving your items.

  • The Window: You have 14 days from the day your package is delivered to notify us that you wish to return it.

  • The Return Window: Once you have notified us, you have a further 14 days to physically post the items back to us.

  • Condition: To be eligible for a full refund, items must be returned unused, in the same condition you received them, and in their original packaging.

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🚫 Important Exceptions:

We cannot accept returns or offer refunds on the following types of items unless they arrive faulty:

  • Custom-made, bespoke, or personalized items (made to your unique specifications).

  • Sealed items that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.

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2. Step-by-Step Instructions: How to Make a Return

Ready to send something back? Just follow these simple steps:

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Step 1: Notify Us

Send an email to info@astralthreads.co.uk within 14 days of receiving your delivery. Please include:

  • Your full name

  • Your order number 

  • The name of the item(s) you wish to return

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Step 2: Package Your Items Securely

Place the item carefully back into its original packaging along with your delivery note or a slip of paper stating your order number. Ensure the package is sealed securely to prevent any damage during transit.

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Step 3: Post It Back to Us

Address your package to our returns depot:

(we will send you our return address by email)

  • Return Shipping Costs: Please note that you are responsible for paying your own return shipping costs (unless the item arrived faulty).

  • Pro-Tip: We strongly recommend using a tracked postal service (such as Royal Mail Tracked) or obtaining proof of postage. We cannot issue a refund if the package is lost in transit without proof of delivery.

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3. Refunds Process

Once we receive your returned package and inspect the condition of the items, we will process your refund:

  • What We Refund: We will refund the full price you paid for the item, plus the cost of our standard standard delivery (if you paid for an express shipping upgrade, we only refund the cost of standard delivery).

  • Deductions: We reserve the right to make a partial deduction from your refund if the items arrive damaged or show signs of unnecessary handling or wear.

  • Timeline: Your refund will be processed automatically back to your original payment method within 14 days of us receiving the items back (or you providing official proof of postage). Please note that your bank or card issuer may take a few additional working days to clear the funds into your account.

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4. Faulty, Damaged, or Incorrect Items

We take great pride in our quality control, but if something isn't right, we want to fix it immediately.

Under the Consumer Rights Act, if an item arrives damaged, faulty, or doesn't match the description provided, you are entitled to a full refund, repair, or replacement.

  • Within 30 Days: If your item develops a fault within 30 days of delivery, you are entitled to a full refund.

  • What to do: Email us at info@astralthreads.co.uk as soon as you spot the issue. Please include your order number and attach a clear photo of the fault or damage.

  • Cost: If the item is confirmed faulty, we will provide you with a pre-paid return shipping label or fully reimburse your return postage costs, and issue a replacement or full refund.

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5. Need Help?

If you have any questions at all about how to return your items, please get in touch with our team:

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