Frequently Asked Questions
Contact Information
How can I contact you?
For any inquiries, you can reach us through the following contact details:
- Company Name: ASTRENO Ltd.
- Address: 63 Fairlop Road, London, United Kingdom
- License Number: 91441900MA4UTXQG6H
- Email: info@astreno.com
Payment
What payment methods are available in your online shop?
We offer several payment options for your convenience, including PayPal, Credit Cards (Mastercard, Visa, and AMEX), ApplePay, GooglePay.
My payment was cancelled. What should I do?
Occasionally, payments may be cancelled due to unforeseen circumstances. Unfortunately, we do not have control over these cancellations. We recommend trying to place your order again.
Can I receive an invoice for my order?
Yes, we can provide an invoice. Please send your request to info@astreno.com, and we will issue an invoice promptly.
Ordering and Delivery
What is the delivery time for my order?
To ensure fair pricing and minimize environmental impact, we do not keep the major part of our products in our UK Warehouse . Instead, we ship directly from our suppliers, reducing storage, transportation, and packaging costs. As a result, processing your order takes 1-3 business days, followed by a delivery time of 7-12 business days.
What are the shipping costs?
To compensate for the slightly longer delivery time, we offer free shipping on all orders, with no minimum purchase required.
Can I choose a specific delivery day or time?
Unfortunately, selecting a specific delivery day or time is not possible due to international shipping methods. You will receive an email notification once your package has been dispatched, including a Track & Trace code to monitor your delivery.
If you are not at home during delivery, the package may be left with a neighbour or taken to a service point, for which you will receive a notification.
What should I do if my order hasn’t arrived within the expected delivery time?
While 99% of orders are delivered within the estimated timeframe, delays can occasionally occur. You can check your order status at any time on the "Track Your Order" page.
If your order has not arrived within one week of the expected delivery date, please contact us for assistance.
Why am I missing some products from my order?
As we work with multiple suppliers, your items may be shipped separately. If part of your order is missing, the remaining items should arrive within 2-3 days. We apologise for any inconvenience.
Returns & Refunds
How can I return an item?
Please follow the instructions provided on our Returns & Refunds page.
Track & Trace
Where can I find my Track & Trace code?
You can find your Track & Trace code by entering your email address and order number on the Track Your Order page.
Why isn’t my Track & Trace code showing any information?
The Track & Trace information becomes available once your package has been processed by the shipping company. Please be aware that there may be slight delays in updates.
I didn’t receive an email with my Track & Trace code. What should I do?
If you did not receive an email, please check your spam folder. If it’s not there, feel free to contact us, and we will resend the information. Additionally, you can always check your order status on the "Track Order" page by entering your order number and email address.