COMPLAINTS

Before receiving the parcel, always check whether it has not been damaged during transport. If the packaging has visible external damage, we recommend that you refuse to accept the shipment and then contact us by phone: +48 668 209 788 .
After acknowledging receipt of the parcel, it is possible to open the parcel in the presence of the courier - if any discrepancies are found, a discrepancy report is prepared, which constitutes the basis for a subsequent complaint.

1. Can I advertise an article?
Yes, you have the right to complain about a defective item. You can use either the manufacturer's warranty or statutory warranty (if the product has a defect).

2. How much time do I have to file a complaint?
Complaints regarding product defects may be submitted within 12 months from the date of purchase.

3. How can I file a complaint?
If the purchased goods turn out to have manufacturing defects or are inconsistent with the description:
Download and complete the complaint form. Describe the detailed reasons for the complaint about the product, the form of compensation, as well as the return address and account number to which the refund will be made (depending on the decision made by the store)
In the case of custom-made costumes, before sending them back, take photos/video of the costume on the competitor and send the materials to the e-mail address biuro@astraja.com.pl
Send the goods together with the completed complaint form and proof of purchase (receipt/invoice, postage prepaid) to the following address: "Astraja" Sklep Internetowy, ul. Beskidzka 40, 43-354 Czaniec

4. How long does the complaint procedure take?
Within 14 days of receiving the shipment, we will inform you by e-mail or telephone about the result of the complaint procedure.
If the complaint is considered positively, within 30 business days from the date of the decision, we will compensate you for the costs incurred by: repairing the complained product, sending a new product or refunding your money.
If the complaint is considered unjustified, we will provide you with a detailed justification of the decision and within 14 business days we will send back the complained product at your expense.


Additional details regarding the complaint procedure can be found in our regulations.

If you have any doubts, please contact us by e-mail: biuro@astraja.com.pl or by phone: +48 668 209 788 . We will provide you with tips on how to file a complaint quickly and smoothly.