HELLO US! FREE EXPRESS SHIPPING OVER 150 USD | ALWAYS FREE RETURNS & EXCHANGES

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Shopping Information Shipping Returns & Exchanges Revival Program Payment & Security FAQ

        Shopping Information
      

All orders are traceable via a tracking link provided in your shipping confirmation email.

For customer care, please reach out via our chat or email us at [email protected] and we’ll get back to you as soon as we can, normally within one working day.

Shipping to:

Taxes, Customs, Duties Included

Orders are shipped Delivery Duty Paid (DDP), meaning that all taxes, customs and duties are included in the final price

Returns & Exchanges

Free returns and exchanges on all orders

Returns Period

30 days

Payment Methods

Credit and Debit Card (Visa, Mastercard) and PayPal (also Amex via Paypal)

Shipping Method

Delivery Time

Cost

Free From

DHL Express

2-4 Working Days

15 USD

150 USD

        COVID-19 (Coronavirus) Information
      

In these times of uncertainty, we want to be very transparent with what is going on and reassure you that we are still here, still fully operational and still delivering orders safely to your home.

WAREHOUSE

Our warehouse partner in Germany is up and running as usual while taking all the precautions necessary to ensure the safety and well-being of their employees. All administrative staff are working from home and they’ve implemented safety measures. Naturally, this will have an impact on capacity, but they’re still shipping our orders within the customary 24 hours and minimal disruption.

SHIPPING

Our carriers are delivering with minimal interruption, but there may be delays caused by increased border controls, cancelled flights (express deliveries only), strict quarantine regulations and staffing shortage due to the current situation.

We know a lot of you are staying home, we support that, and therefore we offer home delivery in all markets. To ensure that your parcel can be delivered to your door, please make sure that you also provide your door code (if you live in an apartment building) by adding it to your address field.

To avoid unnecessary contact, many delivery partners have waived the requirement of a recipient signature upon receipt. A successful delivery will instead be documented via alternative processes, e.g. deliverer signature or online signature.

        Shipping
      

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

Due to the effects of COVID-19, our carriers are having trouble keeping up which unfortunately means that your order may take a bit longer than usual to be delivered.

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

Your parcel is normally delivered straight to your door. If the parcel cannot be delivered, it will either be taken to a service point for pickup or a second delivery attempt will be made the day after.

In some countries you will be able to change delivery method when the parcel is on it’s way. For instance could you choose to have your parcel delivered straight to a service point, to a neighbour, left in a safe place or select a different day of delivery.

Please note that parcels are often delivered during the day, if you are at work we therefore recommend to have the parcel shipped there if possible.

EXPRESS DELIVERY

Due to limited access of air freight, as a result of the COVID-19 situation, DHL Express orders might be subjected to delays.

Express shipping is via air freight, which means it is both more expensive and has bigger environmental impact than standard shipping has. We therefore recommend you to use Standard delivery when available. We aim to provide as sustainable shopping as possible in all markets, and we are therefore working on finding a more environmental friendly shipping option in markets where express delivery is the only option.

Your parcel is normally delivered straight to your door. If the parcel cannot be delivered it will either be taken to a service point for pickup or a second delivery attempt will be made the day after.

In some countries you will be able to change delivery method when the parcel is on its way. For instance could you choose to have your parcel delivered straight to a service point, to a neighbour, left in a safe place or select a different day of delivery.

Please note that parcels are often delivered during the day, if you are at work we therefore recommend to have the parcel shipped there if possible.

FREE SHIPPING

Free shipping will be determined at the checkout based on the item price, discounts or promotion codes. See shopping information above for details of free shipping limits in your country.

TRACKING

We use tracked shipping methods and you can check the status of your package at any time using the link in your shipping notification e-mail you receive once your parcel has left our warehouse in Germany. Please note that it may take up to 48 hours 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 you become responsible for the shipment. If you specified a recipient other than yourself for delivery purposes, you also accept that the third party’s signature is sufficient proof of delivery and fulfilment by ASKET.

If you allowed the carrier to deliver your parcel without signature (e.g. outside your front door), ASKET will not take responsibility of the delivery.

TAXES AND DUTIES

Within the European Union, 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 final 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 in the final price. Your order may therefore be subject to local taxes and import duties, which araskete levied by your local customs authority or the used shipping carrier. We are unable to calculate the exact amount in duties and taxes your order might incur, as these charges are imposed directly by the destination country and vary between countries. ASKET does not cover any such taxes, duties or related charges. Taxes and duties incurred on refused or unclaimed packages are not covered by ASKET.

        Returns & Exchanges
      

Any returns must be shipped/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. Your return item can either be exchanged for a new item, or you can get a refund for it.

Within the European Union, 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.

Outside the European Union (except the US, UK and Norway), customers are obliged to organize and pay for the return shipping. Please note that any potential customs duties and sales taxes are non-refundable by us. We'll 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 want to return and choose whether you want to do a refund, exchange or complaint. Once the return registration is completed, you’ll receive further instructions of how to return your parcel in your country.

EXCHANGES

You can exchange any item(s) for another color or size as long as we have it 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 working days from when you register your return online, independent of when your return items actually arrive at the warehouse.

REFUNDS

In case you don’t want an exchange you can return any item(s) for a refund. All items are fully refunded and any shipping fees paid are also refunded in case you return the full order. Please note that customers outside of EU (except the US, UK and Norway) are obliged to arrange and cover the return shipping cost and any potential customs duties and sales taxes are non-refundable by us.

Refunds will be processed once the returning goods have been received at our warehouse and passed the inspection, from which point you’ll receive a refund confirmation e-mail.

If you paid by credit or 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 working days, from the time the return has been processed. If you paid via invoice, you will be contacted by Klarna to provide necessary information to process your refund shortly after the refund has been authorized.

If you return your item(s) before you pay your Klarna invoice, please make sure to pause your statement either on your Klarna app or by contacting Klarna’s Customer Support. In this way, you don't have to worry about reminders or late payment fees while you're waiting for us to process the return.

Please note that it can take up to 10 working days for your return to be received and handled at our warehouse and up to 5 more days until the money arrives on your account depending on your chosen payment method.

        Revival Program
      

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.

REGISTERING ITEMS FOR REVIVAL

To register your garments for revival, simply go to our registration page and sign in with your email address and order number. You can use any previous order number to sign in and if you don’t have your order number you can have a link sent to your email.

In the portal you can select any items you’ve previously bought with us. If you’ve bought your garments second hand or received them as a gift they unfortunately can’t be registered via the portal but you can still register them by sending an email to [email protected]. If you’d like to send back garments bought using multiple email addresses that also need to be registered via email.

Please note that when registering for revival you should select your country of residence in the top right corner (or in the main menu on mobile). The shipping options, terms and reward values will be determined by the country from which you wish to make your return.

RETURNING GARMENTS FOR REVIVAL

In Sweden and Germany we offer free shipping for all revival returns. Upon registration you will receive a confirmation email containing a QR code that you can use to send your garments back with Postnord (SE) or DHL (DE) free of charge. Simply pack up your garments, go to the nearest service point and show them your QR code - they will arrange the shipping label for you and take care of the rest.

In all other markets we are unfortunately unable to provide shipping at this time but are working on rolling it out.

If you are based within the EU (not SE or DE), please send your garments back to our warehouse in Germany with a carrier of your choice*. Address: Ingram Micro CFS E-Business GmbH (ASKET), Kölner Str. 104, 48163 Münster, GERMANY.

If you are based outside the EU, please send your garments back to our office in Stockholm with a carrier of your choice* and make sure to mark any customs paper clearly with “returned goods” and a total value of €10 to avoid any customs issues or fees. Address: ASKET, Dalagatan 27, 113 24, Stockholm, SWEDEN.

Please note that you can’t return your revival items along with any regular returns as our warehouses will be unable to receive them mixed.

*For your safety we recommend that you choose a traceable shipping option.

REVIVAL REWARDS

As a small token of our appreciation we offer a revival reward of 5-25 EUR (see list below) per garment sent back for revival.

You will receive your revival reward in the form of a voucher in your confirmation email as soon as our warehouse has processed your return, normally no more than five days after receiving the parcel.

The revival reward voucher has no expiration date and can be used at asket.com whenever you want to invest in something new or for second hand garments in the future.

Learn more about the reward values on the revival program page.

WHAT WE DO WITH THE GARMENTS

No matter what you send back we’ll do our very best to ensure that it’s put to the best possible use. Truth be told we have just started collecting garments and we’ll have to learn as we go but in essence the plan is as follows:

Garments in good condition will be washed, repaired if needed and then resold by us. For garments that can’t be resold we’ll try to come up with more creative solutions like remanufacturing or recycling them into new garments or other kinds of products. When that’s not possible we’ll look to down-cycle them into input materials for other industries, like rags or insulation. Most importantly, nothing should end up in landfill.

We’ll keep you posted on our progress as soon as we start reviving products and getting results.

WHY SEND GARMENTS BACK

If you’re already gifting, reselling or repurposing old garments on your own then cudos to you, keep doing what you’re doing. We’re happy as long as they are given a second life. The Revival Program is only meant to offer a convenient and responsible way to dispose of unwanted garments for those who don’t.

Because keeping clothes in use just nine extra months could reduce their footprint by up to 30%. Still, far too many garments are retired either prematurely or irresponsibly, leading to a massive waste issue. The fact is that less than 25% of all garments produced globally are collected for either resale or recycling, less than 1% is recycled into new clothing, and the remaining 75% are destined for either landfill or incineration.

Donating might seem like a great option, but do you really know where it ends up? Unfortunately quite little is resold locally and a large share of donated garments still find their way to a landfill after travelling across the globe.

By sending your garment back to us you can rest assured that they will be put to the best possible use and retained at the highest possible value.

        Payment & Security
      

PAYMENT

We accept Paypal, Visa and MasterCard, Credit and Debit globally. In some countries we accept invoice payment after delivery, direct debit and direct transfer and other local payment options. Unless otherwise stated on the product page (for instance in case of pre-orders), payment is not due until the order is dispatched.

We do not store any credit card or other financial information. All payments are processed by Klarna and Paypal, both PCI certified, encrypted payment systems.

SECURITY

We use the latest Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser, which you can click on to find out information about the SSL digital certificate registration.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with “https” instead of the normal “http”. This means that you are in secure mode.

        FAQ