Frequently asked questions

General
Question: How can I contact you?
Answer: You can reach us through the contact form on the website or by sending an e-mail (info@asterra.nl). By telephone you can reach us on weekdays from 9.00 to 17.00 o'clock on number: +31 6 34532408.
Q: What means the certificate "Webshop Keurmerk" for me?
A: The certificate is established to protect customers for inferior webshops. It garantees a safe and trustable shopping surrounding. You can pay safely and the privacy is garanteed. If case of disputes, between customer ans company, the 'Geschillencommissie Webshop' (disputes committee) will mediate.
Q: Where can I find the general conditions?
A: You may find the general conditions on the home page of Asterra, or click here.
Q: Can I get advise about a product?
A: We are always happy to advise you about our products and product attributes. You can mail or call us to do so, see contact page.
Q: How can I subscribe to the newsletter?
A: You can subscribe to the newsletter by filling in your e-mail address in the tab "news letter" on the home page. During the ordering process there is also a possibility to tick that you would like to recieve the newsletter. 
Q: I forgot my password, how do I get a new one?
A: You can request a new password through the webshop; on the login page you click on "I forgot my password". Follow the instructions that you receive carefully. If you should not succeed, don't hesitate to call; we are pleased to help you.

Ordering
Q: How long does it take to receive my order?
A: If your order is placed before 16 o'clock, your order will be dispatched the same day. It takes about 1-3 working days within the Netherlands for the post to deliver. Within Europe it will take about 5 weekdays.
Q: Where can I find information about stock?
A: As soon as you make an order on a specific article in a specific size and colour, the webshop always shows if it is available or not. If it is not available, you may still place an order if we expect the article back in stock within 10 days. You will get notice of this at the article page. If the back-in-stock time is expected to be longer or if the article won't come back in stock, the webshop won't allow you to make an order.
Q: Do I have to make an account to make an order?
A: You don't have to make an account; you may also order as a guest. If you make an account, it makes it easier for you on your next visit, to see which articles you ordered before and in which size. It also offers you an easier way of returning articles. Moreover you will save loyalty points which you can spend in our webshop on your next order.
Q: Can I cancel my order?
A: The European law gives you the right to reflect on your order during 14 days. Therefore you are allowed to cancel or return your order within 14 days.

Payment
Q
: Which methods of payment are available?
A: Asterra offers the following ways of payment: iDeal (only available for Dutch bank accounts), Bancontact, Sofort,  bankwire, Paypal or cash on delivery (COD).
Q: Can I pay with creditcard?
A: Asterra doen't offer a seperate possibility for creditcard payments. You can pay by creditcard by using Paypal though. To do so, you need to link up your credit card to your Paypal account.
Q: Can I pay safely?
A: The webshop certificate garantees that paying through the website of Asterra is safe.
Q: Can I choose to pay cash on delivery?
A: Yes you can, but only in for delivery in the Netherlands; you can choose this option during ordering. The extra costs for cod will be charged on you.

Delivery
Q: What are the costs for delivery of my order?
A: Within the Netherlands we charge a fixed amount of €3,95 for delivery. This includes VAT. As soon as you order exceeds €100,-, the costs for delivery change to zero. For Belgium the respectively amounts are €9,50 and €150,-. For other countries in Europe, the costs for delivery are €12,50. 
Q: Can I have my order delivered to an other address than mine?
A: Yes you can; during the ordering process, there is a possibility to fill in an other address for the delivery of your order.
Q: Who will deliver my order?
A: We try to send the articles as much as possible by ordinary mailbox. In this way we can keep the costs of transport low and you don't need to stay at home to recceive the package. We send you package via MyParcel. If your order is sent as a package, you will receive a tracking code via e-mail.

Changing and returns
Q
: I would like to send the article back to Asterra. Can I change or return it?
A: Within the term of 30 days (legal term is 14 days), you may always change or return an article. For further information, see 'sending and returns'.
Q: Do I get my money back if I return the article?
A: If you return the article within the conditions of returning, you receive the money back.
Q: Who pays the costs of returning an article?
A: The costs of returning an article are on your account.
Q: How can I report a return shipment?
A: You can report a return shipment through your account in the webshop or by filling out the standard form for withdrawal which you may find at the bottom and top of page: 'sending and returns'

Complaints
Q: The article that I received is damaged, what can I do?
A: If you have a complaint about a damaged article, please contact us before you send it back. We will solve it by mutual agreement.
Q: I have a complaint about an article or the service that you offer. Where can I file the complaint?
A: To start with, you always report your complaint at us, see contact. We will confirm the receipt of your complaint within a week. We always try to solve the complaint in mutual agreement. If your complaint does not lead to an acceptable solution, you may report your complaint to the disputes committee.