Title Description

FAQs

ARE PRODUCTS SOLD ON THE SITE AUTHENTIC?

All items purchased through asavagroup.com are guaranteed as 100% authentic.

SELECTING THE RIGHT SIZE

We generally provide size guide on each product page for help with size conversion. As sizes do vary between products, please feel free to contact Client Services Team for additional help with your size and fit needs at shopping@asavagroup.com, at (+66)2-662-6526 (43) or at Line OA: @asavagroup during working hours of Monday – Friday at 10:00AM – 18:00PM (GMT +7)

SHOPPING SALE

The following items and sales are considered Final Sale. However products under return/refund policy are eligible for return for a full refund within 7 days from the date that the product was delivered to you. See return/refund policy for more information.

PAYMENT

We accepts Credit/Debit cards (Visa, MasterCard, American Express, JCB) as well as Alipay, Airpay, UnionPay and Paypal. The balance will include any product fee, shipping fees and tax VAT.
All orders are delivered duties unpaid, and all import taxes, duties and customs fees, as well as compliance with the laws and regulations of the destination country, are the customer’s responsibility. Payment is usually collected at time of delivery.

CANCELLING YOUR PURCHASE

We are unable to make any changes to an existing order once it has been placed. This includes cancelling your order and/or updating details.

SHIPPING TIMES

Please be advised that our fulfilment centre is operating at best under the new COVID-19 health and safety measures. We appreciate your patience and understanding as our process may be delayed.

TRACKING YOUR ORDER

Once your order has shipped, you will receive an email containing your order details and tracking number, which you can use to track your order online.
• Before we can ship your order, we may need to confirm your payment.
• Our delivery time starts from the moment an order begins processing and includes an 24 – 48 hour period when your items will be packed and shipped from our warehouse during working hours of Monday – Friday at 10:00AM – 18:00PM (GMT +7).
• Inclement weather conditions and international customs are also not factored into delivery time and may cause delays.

TAXES & DUTIES

All orders are delivered duties unpaid, and all import taxes, duties and customs fees, as well as compliance with the laws and regulations of the destination country, are the customer’s responsibility. Payment is usually collected at time of delivery.

We cannot refund duties and taxes for orders shipped to other countries. You may be able to apply to your local customs authority for a refund for any returned products.

RETURN/REFUND POLICY

All products under the following policy are eligible for return for a full refund within 7 days from the date that the product was delivered to you.

• Your products must be returned new, unused and in the original packaging, including any boxes, hangers, garment bags, and other signature packaging materials, including brand hanging tags and gift with purchase. If your order did not include the proper packaging please contact our Client Services Team at shopping@asavagroup.com, at (+66)2-662-6526 (43) or at Line OA: @asavagroup.
• Any returned products which are damaged, do not include the packaging materials, soiled, altered or do not meet our policy will not be accepted and refunds or credits will not be issued for such returns.
• Refunds or credits will not be processed until the items are returned and inspected by Asavagroup.
• Refunds are generally processed within 15 – 20 working days of when the returned item is received at our warehouse. Your shipping costs will be excluded unless the item is faulty or canceled.
• For international orders, the costs of shipping and any import taxes and duties paid are non-refundable through Asavagroup. However, you may be able to recover customs duties and sales taxes by contacting your local customs bureau or by hiring a customs broker.

I’VE FORGOTTEN MY LOGIN PASSWORD.

WHAT SHOULD I DO?

Utilise the “Forgot Password” prompt when attempting to sign into your account, upon which a password reset link will be sent to your email address.

HOW DO I CHANGE MY PASSWORD OR ACCOUNT

DETAILS?

Sign into your account and click on your name on the top right then click on “edit your password and account details”.

ADDITIONAL INQUIRIES

For any additional inquiries, please feel free to contact our Client Services Team at shopping@asavagroup.com, at (+66)2-662-6526 (43) or at Line OA: @asavagroup.
Kindly note that all email and phone correspondence will be answered during working hours of Monday – Friday at 10:00AM – 18:00PM (GMT +7)

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