BACKUP 6OKT22: FAQ

DELIVERY

All orders are shipped from our warehouse in Münster, Germany. Depending on your country you have one or more of the following delivery options to choose from:

STANDARD DELIVERY

Standard delivery is available in all EU countries, as well as the UK (except for Greece and Cyprus). The standard delivery service is provided via Budbee, DHL or local carriers via SevenSenders where the last mile delivery may be carried out in collaboration with your local postal service (depending on your market).

Usually, orders are delivered to the door. If the carrier is unable to deliver the parcel, it will either be taken to a service point for pickup, or a second delivery attempt is made the day after. A change of delivery method may be available when the parcel has been dispatched, depending on your location and selected shipping option. For example, you might be able to choose to have the parcel delivered straight to a service point or neighbor, left in a safe place, or select a different day of delivery.

Please note that parcels are commonly delivered during the day. Therefore we recommend having the parcel shipped to your work address if applicable to you.

EXPRESS DELIVERY

As a result of the current pandemic, air freight is limited. DHL Express orders may therefore be subject to delays.

Express shipping is always carried out via air freight, meaning it is both more expensive and hasa considerably larger environmental impact than standard shipping has. We hence recommend that you to use the standard delivery option when available. We aim to provide as environmentally responsible shopping as possible in all markets, which is why we are looking to change the shipping options in markets where express delivery currently is the sole option.

Usually, orders are delivered to the door. If the carrier is unable to deliver the parcel, it will either be taken to a service point for pickup, or a second delivery attempt is made the day after. Depending on the location and shipping option, a change of delivery method may be available when the parcel has been dispatched. For example, you might be able to choose to have the parcel delivered straight to a service point or neighbor, left in a safe place, or select a different day of delivery.

Please note that parcels are commonly delivered during the day. Therefore we recommend having the parcel shipped to your work address if applicable to you.

FREE SHIPPING

Free shipping is determined at checkout, based on the order price, campaigns, and potential promotion codes. For details on what the order minimum to access free shipping is in your country, please see the shopping information above.

TRACKING

We use tracked shipping methods only. A shipping notification email is sent out once the parcel has been dispatched from the warehouse in Germany. Through the link provided in the notification, you can follow your order during transit. In areas where last-mile delivery is carried out in collaboration with the local postal service, the tracking information is first available when the parcel has reached the delivery country. Therefore, it may take up to 3 working days for the tracking status to appear.

INSURANCE

ASKET insures each purchase from the time it enters transit until it is delivered to you. All orders require a signature upon delivery, at which point the receiver becomes responsible for the shipment. When a recipient other than yourself is specified for delivery purposes, you also accept that the third party’s signature is sufficient proof of delivery and fulfillment by ASKET.

If you allow the carrier to leave the parcel outside your front door without a receiver’s signature, ASKET does not take responsibility for the delivery.

TAXES AND DUTIES

Within the European Union, the United Kingdom, the United States and Norway, orders are shipped on Delivery Duty Paid (DDP) basis, meaning that all taxes and duties are included in the order price.

Outside the European Union (except the US, UK and Norway), orders are shipped on a Delivery Duty Unpaid (DDU) basis, meaning that all taxes and duties are excluded from the order price. A DDU order may therefore be subjected to local taxes and import duties levied by the local customs authority, or the used shipping carrier. We are, unfortunately, unable to calculate the exact cost of taxes and duties your order might incur, as these charges are imposed directly by the destination country. ASKET does not cover any such taxes, duties, or related charges. ASKET does not cover taxes and duties incurred on refused or unclaimed packages.

Returns must be shipped or postmarked within 30 days of being received. Returned goods should not have been used and needs to be returned in resellable condition with all original packaging intact. Return items can either be exchanged or refunded.

Within the European Union, the United Kingdom, the United States, and Norway are all exchanges free of charge, meaning that both the return shipping and the shipping of any replacement item(s) is covered and provided by ASKET.

Customers outside the European Union (except the US, UK, and Norway), are obliged to organize and pay for return shipping. Please note that any potential customs duties and sales taxes are non-refundable. ASKET cover the shipping cost of any replacement items.

RETURNING YOUR PURCHASE

To request a return, simply go to the return page and sign in with your e-mail address and order number. Select the item(s) you wish to return, and then between receiving a refund or an exchange item. If you experience any issues or defects with your garment, please file a complaint. Once the return registration is completed, you receive an email containing further country-specific instructions on how to return the parcel.

EXCHANGES

You can exchange any item for the same style in another color or size, as long as it is in stock. If you wish to exchange for a different style, we kindly ask you to return the item for a refund and place a separate order for the new garment.

Replacement items are shipped within two workdays from when you register your return online, regardless of when your return items arrive at the warehouse. If return items are not sent back to the warehouse, customers have to recompense for them.

REFUNDS

In case you do not wish to exchange an item, you are welcome to return it for a refund. All items are fully refunded. If you choose to return the full order, any shipping fees or packing costs for the RePack bag are also refunded. Please note that customers outside of the EU (except the US, UK and Norway) are obliged to arrange and cover the return shipping cost. Any potential customs duties and sales taxes are non-refundable by us.

Refunds are processed once the return items have been received at our warehouse and passed the inspection. When the return is approved, you will receive a refund confirmation e-mail.

If the order was paid by credit card, debit card, direct debit, or directly via Klarna’s app or website, the amount will be transferred back to the account or card used within 5 workdays of the approval. If the order was paid via invoice, Klarna contacts you shortly after the refund has been authorized to provide the necessary information to process the refund.

If you wish to return your item(s) before paying your Klarna invoice, please make sure to pause your statement. Please use the Klarna app or by contacting Klarna’s Customer Support to paus it. In doing this, you will not receive reminders or late payment fees while you are waiting for your return to be processed.

Please note that it can take up to 10 workdays for your return to be received and handled at our warehouse. From this point, it may take up to 5 additional days until the money arrives on your account, depending on the payment method for the original order.

The Revival Program is an integral part of our commitment to taking a holistic lifecycle responsibility for our garments and moving beyond the point of purchase. It is designed to maximise the use of all our garments, ensuring that we make the most out of all the precious resources used to produce them, by giving them a second chance.

HOW THE REVIVAL PROGRAM WORKS

You can send back any old ASKET garments that you no longer need, want or use. All you have to do is register the garments you’d like to send back via our revival registration page and proceed to send them back to us. In return for sending us your garments you will receive a revival reward of 5-25 EUR depending on the garment (see reward values below) that can be used to invest in new garments at asket.com. After that we will do our best to make sure that all garments received through the revival program are either resold, remanufactured or recycled and that nothing goes to waste.

ITEMS ELIGIBLE FOR REVIVAL

You can send back any ASKET garments, no matter their age, condition or where it was purchased. We do however require you to wash the garments before returning them. While we do accept underwear we are unable to offer any revival reward for them since our revival options are limited but we will still make sure that they are taken care of in the best possible way.

Please note that we don’t accept garments from other brands as our revival and resale process is tailored to the styles and materials of our own collection.