Once your order is placed, you'll receive a confirmation email with your order details. Orders are processed and shipped within 1 business day (excluding weekends and holidays). During promotional periods, processing may take up to 2–3 business days. When your order ships, we'll send you a shipping confirmation email with tracking information so you can follow your delivery. Please ensure your shipping details are correct at checkout, as we cannot make changes once your order has been processed.

Business days are Monday through Friday, excluding public holidays.

Shipping

– Delivery time: 3–6 business days
– Coverage: Worldwide
– All orders include tracking

Delivery times are estimates and begin from the date of shipment, not the date of purchase. AstraHelvetia is not responsible for delays caused by carriers, customs processing, or circumstances beyond our control.

Delayed or Late Delivery

If your order has not arrived within the estimated delivery time, please contact us at support@astrahelvetia.com with your order number. Please contact us before contacting your bank, as we can almost always resolve the issue faster than they can. Depending on the situation, we will:

– Investigate the status of your shipment with the carrier
– Reship your order at no additional cost
– Issue a full refund if the package is confirmed lost

If you added Shipping Insurance to your order, these outcomes are guaranteed rather than discretionary, and you choose between a reshipment, a refund and store credit. See Who carries the risk in transit and Shipping Insurance below.

We take delivery issues seriously and will always work with you to make it right.

Who carries the risk in transit

Orders without Shipping Insurance. AstraHelvetia is not liable for delays, losses, or damages caused by the shipping carrier after the package has been handed over for delivery. Once tracking confirms the package has been shipped, delivery responsibility transfers to the carrier, and any formal claim is made against that carrier. We will still investigate on your behalf and will always try to find a fair solution, but a free reshipment or refund is at our discretion and depends on the outcome of the carrier's investigation.

Orders with Shipping Insurance. If you added Shipping Insurance at checkout, we take that risk on ourselves. For an insured order that is confirmed lost, marked delivered but never received, taken after delivery, or that arrives damaged, we resolve it directly: a free reshipment, a full refund, or store credit, whichever you prefer. You do not need to claim against the carrier and the outcome does not depend on their investigation. Full terms are set out under Shipping Insurance below.

International Shipping

We ship globally to most countries. International shipments may experience delays due to customs clearance and may be subject to import duties or taxes depending on your country's regulations. These fees are determined by your local customs authority, are the responsibility of the recipient, and are not refundable by AstraHelvetia.

Recognising Your Charge

Charges from AstraHelvetia will appear on your bank or credit card statement as "AstraAurora OU". If you don't recognise a charge, please check your order confirmation email or contact us at support@astrahelvetia.com before reaching out to your bank.

Order Modifications & Cancellations

Changes: Orders can be modified (quantity, address, or product) within 12 hours of placing them. After 12 hours, your order may already be in process.

Cancellations: Orders can be cancelled within 12 hours of placement. After this window, cancellation may not be possible.

For any changes, please contact us immediately at support@astrahelvetia.com.

Missing or Damaged Items

If your package arrives damaged or with missing items, please contact us within 7 days of delivery with:

– Your order number
– Photos of damaged packaging (if applicable)
– Photo of the packing slip (for missing items)
– Description of the issue

Note: If packaging arrives damaged but the product is unharmed and fully functional, we may not be able to offer a replacement. We'll always work with you to find the best solution.

Delivered but Not Received

If tracking shows your package as "Delivered" but you haven't received it, please:

– Check with neighbours, building management, or household members
– Contact us at support@astrahelvetia.com so we can help investigate
– If needed, we'll help you file a claim with the carrier

Claims must be submitted within 7 days of the delivery date.

Shipping Insurance

Shipping Insurance is an optional add-on you can tick on any product page before you check out. It is a service we provide ourselves, not a policy underwritten by a third party. What you are paying for is active monitoring of your parcel and a guaranteed outcome, at our cost, if it does not reach you.

What it covers

– Monitored delivery. We watch insured orders from dispatch through to delivery and open the case with the carrier ourselves if a parcel stalls, is misrouted, or stops scanning.
– Lost in transit. If your parcel is confirmed lost, you choose the outcome: a free reshipment, a full refund, or store credit.
– Marked delivered but not received. If tracking says delivered and the parcel is not with you, your neighbours or your building, we handle the carrier claim for you and resolve it with a reshipment, a refund, or store credit.
– Damaged on arrival. If the product itself arrives damaged, we replace it.
– Taken after delivery. Covered on the same terms.

How to claim

Email support@astrahelvetia.com with your order number. There are no claim forms and nothing to prove beyond the order number itself. Raise a claim within 30 days of the dispatch date, or within 7 days of the delivery date where tracking shows the parcel as delivered.

How quickly it is resolved

We aim to confirm your claim within 2 business days, and to ship the replacement or process the refund within 1 business day of that confirmation. Store credit is issued immediately on confirmation.

If you did not add Shipping Insurance

Your order is still tracked and we will still help you chase it. The difference is process and speed: without it, a lost or undelivered parcel follows the standard carrier claim route set out under Delayed or Late Delivery above, which depends on the carrier's own investigation and can take considerably longer to settle.

Shipping Insurance is charged once per order, not per item, and is non-refundable once the order has shipped.

Contact Us

Have a question about your order or delivery? We're here to help and typically respond within 24 hours.

Email: support@astrahelvetia.com Website: astrahelvetia.com Track your order: via the link in your shipping confirmation email

Please always reach out to us first if you have any concerns about your order, delivery, or a charge on your statement. We can almost always resolve the issue faster than your bank can.

Legal Terms

This shipping policy forms part of our Terms and Conditions and is governed by the laws of the Republic of Estonia, as set out there. We reserve the right to update this policy at any time, with changes effective immediately upon posting on our website.