Astrilon.com Reputation Check

I originally ordered three cashmere hoodies and one zip cardigan, all in size M. Size M is my usual size, but Astrilon’s M was far too small, which is why this entire return process began. Six weeks later, I still have no refund, and the returned goods are stranded in Turkey at my expense. Here is the sequence, in Astrilon’s own words. They asked me for photos twice before answering my return-policy question. On 16 July, they said return instructions would follow “right away.” The address did not arrive until 31 July. In the meantime, they repeatedly tried to talk me out of returning the items. First, on 28 July, they wrote: “Instead of going through the hassle of returning your item, we'd like to offer you an alternative option.” That option was a 50% off code, because a return “would require covering international shipping costs, which can be expensive and time-consuming.” Then, on 29 July, they offered “a replacement at no additional product cost,” but with a “$19.99 per item” shipping and restocking fee. In other words, the replacement was not actually cost-free. On the morning of 30 July, the offer changed to “a 30% partial refund” if I kept the clothes that did not fit. That same afternoon, from the same support address, the offer dropped to “a 20% partial refund,” supposedly because my order was “already placed and paid for.” It had, of course, been placed and paid for the entire time. When I pointed out the drop from 30% to 20%, the reply corrected my wording rather than the amount: “the 30% was a partial refund, not a discount.” I declined all of these offers and repeated the same request each time: I wanted to return goods that did not fit and receive a refund. On 31 July, Astrilon finally gave me a return address in Ankara, Turkey, and said returns were at the customer’s cost. I asked twice for a contact name and phone number so I could send the parcel tracked. On 4 August, they replied: “we're unable to provide a contact phone number for the return facility.” I shipped the parcel with tracking anyway. On 21 August, New Zealand Post showed it waiting at a collection point in Ankara. Astrilon’s response on 23 August was: “there is no one available to pick up the package from the collection point.” They then suggested that I contact New Zealand Post and ask them to deliver it to the facility. Even though I used the exact address they provided. I am in Wellington. The parcel is in Ankara. As of today the goods are gone, I have paid the return shipping, no refund has been issued, and the return address Astrilon gave me appears to be one nobody attends. Every quote above is copied from Astrilon’s own emails. I still have the full dated thread. I would strongly advise anyone to avoid using Astrilon.

I believe they are criminals. It appears that they use photos & descriptions of clothing from other site to reel you in & then send you a very shabby item instead.

I recently ordered a jacket that was supposed to be " premium quality suede leather". It was not leather , faux leather or suede of any quality but some fabric. Other items were also not as described. Additionally none of their products carry labels showing what they are made from or country of origin as required by U.S. law..

If you want to return items they willexpect you to pay return shipping or they will try to bargain with you by offering a 30 -50% refund & you can keep the goods. That might be ok if the goods weren't shoddy to begin with.

STAY AWAY FROM THEM!!!