FAQ

For any questions regarding Astrofat.it, our products and services, you may already find answers below. Click on the topics and open the most relevant questions to find the answers. If you need more information, do not hesitate to contact us !

PAYMENTS / ORDERS AND SHIPMENTS / RETURNS, EXCHANGES AND REFUNDS

PAYMENTS

What payment methods do you accept?

On Astrofat.it you can pay for your orders with the following payment methods:

  • Satispay

  • Google Pay & Apple Pay

Why can't I pay by card?

If you can't pay with your card, it may be that it is not enabled for online payments, or that you do not have enough credit. Don't panic, most of the time a couple of checks are enough to solve the problem:

  • Check that the data entered (holder, expiry date, billing address, etc.) are correct and correspond to those on your card.

  • Make sure you have entered the security code correctly, the 3-digit number found on the back of your card.

  • Verify that your card is enabled for online payments

3D Secure security protocol

To make online payments more secure , credit institutions require an extra step before authorizing the payment.
This step is called 3D Secure . Each credit institution has a different procedure.
Here's how it works for main cards:

  • VISA has its own “Verified by Visa” protection program. Find out how it works and how to activate it from this link

  • Mastercard has its own SecureCode® Program. Find out how it works and how to activate it on the dedicated page

  • PostePay uses a Web Security System. Find out how it works and how to activate it from this link

Why was my payment declined?

If your payment is declined, it is possible that you do not have enough credit on your card or that your card has expired.
These checks may help you resolve the issue:

  • Check that the data entered (holder, expiry date, billing address, etc.) are correct and correspond to those on your card.

  • Make sure you have entered the security code correctly, the 3-digit number found on the back of your card.

  • Your payment may have been declined for other reasons. We recommend contacting your card issuing bank or credit card company directly.

If your account requires one, make sure you have received the 3D Secure code and entered it during the checkout process.
If you have checked and everything seems fine, try another card or another payment method. Otherwise, write a message to our Customer Service and ask for assistance.

Can I receive an invoice?

On Astrofat.it you can receive a commercial invoice if you have placed an order as a company or freelancer .
If you are not registered yet, register as a company or freelancer and place the order with this account. If you already have a personal account but want to receive the invoice, create a new one in the name of the company and place the order with that account.

Before placing an order, please remember that:

  • Commercial invoices can only be issued to Italian companies .

  • Only private customers can use Discount Coupons and make returns. See our Terms of Sale for further details.

If you want to order as a Public Administration, visit our dedicated page.

Do you want to receive the package at home and not at your company? No problem, the delivery address can be different from the billing address.

Orders and Shipping

What shipping services do you offer?

Orders on Astrofat.it are generally processed within 24 hours of receiving payment and are shipped via express shipping services that deliver the material in 2/4 working days after collection.

Standard Shipping

Available throughout Italy. Free for orders over €89.90. Discover all the details on our dedicated page.

SPEED Shipping

Do you want your order to be prepared immediately? With the shipping upgrade from Standard to SPEED for an additional cost of €4, your package will be handled with the highest preparation priority.

Shipping to EUROPE

Shipments to Europe take 4 to 9 working days and are free for all orders over €199.90. Discover the EU countries to which shipping is active and all the details on our dedicated page.

How can I track my order?

All our orders are shipped with a trackable service. When the package is shipped from our warehouses, you will receive an email confirming the shipment and if a mobile phone was provided when completing the order, the courier will automatically notify the various statuses of the shipment via SMS.

If you have any problems receiving tracking information for your order, you can send an email to info@astrofat.it

How do I get my order in time for the weekend?

Astrofat.it uses express shipping services such as Bartolini and GLS that deliver the material in 2/3 working days after collection. We therefore recommend that you complete your order on Astrofat.it by Tuesday of the week in question (excluding Islands and Calabria).

To ensure prompt delivery, select the SPEED option when choosing your shipping method, this way you can be sure that your order will be handled with maximum priority.

What happens if I'm not present when the courier passes?

If the courier does not find anyone, he will send a notification via SMS and leave a card to inform you of the delivery attempt.

The courier may try again in the following days or offer you a new delivery option.

How do I cancel my order?

If you have not yet received an email confirming the shipment of your order, you still have time to cancel your shipment.

we have still processed your order for shipping, we are able to cancel it and you will not be charged. Please contact our customer service as soon as possible by sending an email to info@astrofat.it

If your order has already been processed, send an email to info@astrofat.it indicating the reason for cancellation.

How can I cancel an order I received?

You have the right to withdraw from the purchase* without any penalty (but specifying the reason), within 15 days from the date of receipt of the products. Remember that the right of withdrawal can only be exercised by natural persons, not by legal persons or by natural persons acting for purposes related to a commercial activity.

We will refund all payments received from the consumer relating to the order subject to withdrawal. The consumer will however bear the direct cost of returning the items.

To proceed, you need to have the following components, documents and data available:

  • Original packaging not worn and intact with all their parts
  • Original invoice
  • In case of partial withdrawal, in addition to the purchase invoice, the item code(s)

At this point you can contact Astrofat.it Customer Service, which will inform you of the procedure to follow to open the withdrawal procedure, giving you at the same time the authorization to return the items.

*All purchases on Astrofat.it are subject to the provisions of Legislative Decree no. 206/2005 (Consumer Code), dictated in the matter of distance contracts, in cases where the delivery of the goods takes place at the domicile or place indicated by the buyer, as said purchases are perfected outside of commercial premises.

Returns, Exchanges and Refunds

Return Policy

Did you get the wrong size or don't like what you ordered? On Astrofat.it you have 15 days to start the return procedure.

How to make a return

  • On Astrofat.it you can request a return online and completely independently.
    Enter the details of the order you want to return, indicate the products to return and choose the option you prefer between Size Change, Product Change and Refund

  • Wait for a confirmation email from our Customer Service

  • Return the products with a shipping service chosen by you, the shipping costs are entirely at your expense

Refund Options

On Astrofat.it you have two refund options : credit voucher or cash refund .

THE SIZE OF AN ITEM I RECEIVED IS WRONG, CAN I EXCHANGE IT?

Yes, it is possible to exchange a product for one of a different size or color .
If you want to exchange a product, you must return it and indicate during the online return procedure what size do you want or what replacement product would you like in exchange.

Our team will check our stock availability and confirm or give new instructions by email or phone.

I received a defective product

If you have received a product with obvious manufacturing defects , fill out the Online Return form. Enter your order number and indicate "Defective Product" as the "reason for return". Complete the return procedure and select your preferred refund method.

You will be contacted by our team who will tell you how to proceed and will evaluate whether to proceed with the collection of the faulty item.

I received a wrong product

If you have received a different product than the one you ordered , fill out the Online Return form. Enter your order number and indicate "Different from the product ordered" as the "reason for return". Complete the return procedure and select your preferred refund method.

You will be contacted by our team who will tell you how to proceed and will evaluate whether to proceed with the collection of the wrong item.

What are the refund options?

On Astrofat.it you can choose between two refund options :

1) Credit voucher:

An alphanumeric code that has a value corresponding to that of the returned products.
It has no time limit and you will receive it by email, within 7 days of the arrival of your return in the warehouse.

You can use the credit voucher on any product, without time limits .
Enter the coupon in the dedicated field found in the checkout and click on “Apply” to deduct the value of the coupon from the order total.

Remember

  • The credit voucher is not convertible into cash.
  • The credit voucher cannot be combined with other coupons or discount vouchers.
  • When placing an order with a credit voucher, the amount of your order must be equal to or greater than the amount of the voucher; you can pay the difference via Paypal or card.

2) Cash refund

You will receive the amount due to you on your card or bank account . The refund is issued within 7 days of the arrival of your return in the warehouse.
The crediting time depends on your bank and can take up to 14 business days.

The cash refund depends on the payment method you used:

  • If you paid by card or PayPal You will receive the refund on the card or bank account you used for the purchase. If the card you paid with has expired, contact us

  • If you paid cash on delivery you will receive the amount due to you via bank transfer . We will ask you to specify by email the IBAN and the account holder on which to receive the refund.

Remember

  • It is not possible to change the refund method once the return request has been submitted.

  • It is not possible to receive a cash refund on a card other than the one used to pay for the order.

  • Any costs incurred at the time of purchase (shipping costs, preparation priority) will not be refunded.

For any problem with a refund do not hesitate to contact us!

Product and packaging conditions

To return a product correctly, follow these simple rules on the condition of the products and packaging.

The products

  • Products must be returned in the condition in which you received them, in their original packaging and complete with labels and any other components (extra accessories, removable parts, etc.).
  • The products must be intact and immaculate, not worn or stained. They must not smell of smoke, deodorant, perfume or anything else. When you try them on, be careful not to damage them and remember not to wash them.
  • Stickers are free, no need to return them!

The packaging

  • The products, even those you received in a plastic bag, must be packed in a cardboard box, closed with parcel tape.
  • You can reuse the one that contained your order, or use a new box.