Sending and returns

Click here for the returning form.

Returns: click on the form above, fill in and join it with the return shipment, ready!

The costs of sending are at the expense of the customer and are charged. The articles that you ordered are dispatched on working days after receipt of your payment. At every product in our webshop, you can see whether it is in stock at that moment.

If you order one or more articles that is registered out of stock, the whole order will be reserved until all articles can be sent off at once. On your request, however, the articles being in stock can be sent off directly. You will be charged for costs of sending two times then.

If you order a product which is out of stock at that time, the delivery period of the product will be a bit longer, with an average of 10 working days. If a product appears to be undeliverable for a longer period than two weeks, you will be informed about this situation as soon as possible. We will then send the stock articles immediately and discuss with you whether we will send the missing article later on our costs, or if you rather want to cancel. Of course we will credit you with the amount of the cancelled article on your account as soon as possible.

Products which are produced or ordered especially for you are an exception. Supply of this always takes place in mutual consultation.

Sending
The costs for sending and packing, regardless to the number of articles or the weight, are fixed at an amount of €3,95 within the Netherlands; the transport is free within de Netherlands above the amount of €100,-. To Belgium the amounts are respectively €9,50 and €150,-. To remaining countries in Europe we apply a fixed tariff of €12,50. Sending outside Europe occurs on application. The packages will be sent via PostNL.

Collect
You can collect your order if you wish. You make your order and payment simply by means of the web shop. At the item ‘sending method’ you fill out: “collect”. No sending costs will be charged then. You can collect your order every Friday (except in the school holidays) between 8.30 and 9.30 o’clock at the parents room of primary school Mareland, Maresingel 19, 2316 HA Leiden. As soon as we received your payment, we send you a message and you may collect your order the next Friday.

Returns
As soon as your order is dispatched, you are the owner of the articles.

As soon as you received the articles, you have the right by European law, to return the articles within 30 days. If you have an account in our webshop, we request to communicate the return of one or more articles, via de customer account in the webshop. Therefore log in to your account, go to “my orders” and click on the “details” of your order. You can return an article by clicking on it. You help us if you mention the reason of your return. You may also inform us about a return by means of e-mail or telephone. Or you can download the withdrawal form (see below) and send us the completed form by regular mail or as e-mail (with form as PDF attached). The costs of the returns are at the expense of the purchaser. The products must be returned within 14 days after the cancellation of the purchase agreement, if possible in the original packing, with the original tickets, not worn, not washed and sufficiently stamped, and with the return form. Are you not capable to print the form: please add a note with your order reference, your wish and you bank account. If you want to exchange an article for another one, indicate this on the return form. We send the other article on our costs. A difference in purchase amount will be settled.
If you don’t expect another article in return, the purchase amount on your returns will be credited to you. The term for crediting is 14 days from the moment that you informed us about the annulation of the purchase. We do wait with the crediting until we have received the return articles or untill you have demonstrated that you have returned the articles. If you return the full order, we also credit the costs of shipping that have been charged. The crediting is without costs for the customer. For the crediting, Asterra
 will use the same currency as the customer used, to make the purchase, unless the customer agrees with another method of payment.  If the customer has chosen for a more expensive way of shipping than the cheapest standard way, the company doesn't have to credit the extra costs for the more expensive way.

Please write you bank account and the name of the account holder on the enclosed withdrawal form.

The address for returns  is: Asterra, Delfweg 109 A, 2211 VL in Noordwijkerhout. With questions or observations concerning returns, you may call: +31 6 34532408 or send a mail to: info@asterra.nl.

Unstamped returns are not accepted.

Standard Form for Withdrawal