NOTE: WE DO NOT OFFER FREE RETURNS, CHARGES APPLY. ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
If you are not satisfied with your purchase, you can return it within 14 days of the delivery date for a full refund or exchange. Please contact us at hello@ashbygrey.com for the return address. Please note that you are responsible for the return shipping costs.
Return Policy
- All items must be returned in their original sale condition, unworn, unwashed, or unaltered, with all tags still attached.
- All items must be returned in the original packaging.
- Returns must use the same service as the original delivery.
- Returns must be sent to the return address in the return form.
- Custom items cannot be returned.
- Hygiene products, such as underwear, cannot be returned for safety and health reasons.
- Unfortunately, we cannot accept returns on sale items or gift cards.
Return Package Guidelines
- Please make sure your return package is clearly marked as a return (by ticking the return box on the postal service form).
- The total value of the returned items must also be included.
- A return package may contain a maximum of 3 items (or 2 if the items are bulky, such as winter jackets or shoes).
How to Return Your Order
To complete your return, please send an email to hello@ashbygrey.com and provide the following:
- Your order number
- The reason for return
- Photos of the item(s) as received, including the item(s) unworn, unwashed, with tags attached, and in the original packaging
You will receive a return form with detailed instructions. The form must be completed, and you are required to share the tracking link, including the track & trace number and courier details, as well as a clear photo of the return label with customer service.
Once your return has been received and inspected, we will send you an email to confirm receipt of the return. We will also notify you if your refund is approved or rejected.
Refunds (If Applicable)
If your returned package is received at the return address and approved by us, your refund will be processed and a credit will be applied to your credit card or original method of payment within 5 business days.
Refunds (If Rejected)
If your return is rejected, we will send the item back to the delivery address of the customer at no additional cost.
Your return will be rejected in the following situations and a full refund will not be applicable:
- Incomplete or damaged products
- Damage due to careless use
- Unclean hygiene products
- 14 days return policy expired
- Sale items or gift cards.
Late or Missing Refunds
If you haven't received your refund yet, first check your bank account again. Then contact your credit card company. It may take some time for your refund to be officially posted. After that, reach out to your bank, as they may have a processing time before the refund appears.
If you've done all of this and still haven't received your refund, please contact us at hello@ashbygrey.com.
Customs
We are not responsible for any additional fees the customs may charge you for getting the order to the return address. If your returned package is stuck or lost at the customs, we cannot issue a refund.
Exchange Policy
You may exchange your order once within 14 days of receiving it. The only cost you will be responsible for is the shipping fee.
When choosing this option, you can keep the original item. The shipping fee will be calculated based on the courier used, the weight of the package, and the number of packages involved in the exchange.
Damaged or Incorrect Items Received
If you receive defective or incorrect items, please follow these steps:
- Contact our customer service team via email at hello@ashbygrey.com
- Provide photos/videos and description of the damaged or incorrect item along with the order number
Once we review the information and assess the damage, we will arrange a reshipment for the affected item(s) at no additional cost to you.
Please note that all claims for damaged, defective, or incorrect items must be reported within 7 days of receipt. We can only offer a replacement and are unable to issue a full refund.
Missing Items in Order
When you receive your order but there are items missing, we will resend the missing item(s) free of charge.
Please note that we can only offer a reshipment and are unable to issue a full refund.
Home Delivery Refused/Undeliverable
In the following specific cases where delivery cannot be completed, additional costs may apply:
- Invalid Address Provided
- Uncollected Packages
- Delivery Refused
A fee of £15 per parcel will be deducted from the total order value to cover these costs.
Incorrect Address Provided by the Customer
If you provide an incorrect address during checkout, you will be responsible for any costs or losses associated with the misdelivery.
If your package is returned to us due to an incorrect address, you will only have the option to have the order reshipped to the correct address, at your own expense.
Return Shipping Costs
You are responsible for the actual shipping costs associated with returning your items. Typically, these costs range between £17.50-£30 per parcel, excluding additional customs fees of around £10-£12.50.
Return Form
To receive the return form, please send an email to hello@ashbygrey.com.
