Returns & Exchanges Policy
Let’s Work Together to Find the Best Solution
Before returning an item, we kindly ask you to contact our customer service team first at:
We are always happy to help and will do our best to find the most suitable solution for your situation.
By placing an order on our online store, you automatically agree to our Return & Exchange Policy, our Terms and Conditions, and all other policies published on our website: ashbury-london.com. We recommend reading these policies carefully before completing your purchase.
Return Period
You may request a return within 30 days after receiving your order.
In accordance with applicable consumer protection laws, you have the right to withdraw from your purchase within 14 days of delivery, without giving any reason.
To exercise this right, please notify us in writing at:
After submitting your withdrawal request, you will have an additional 14 days to return the item.
Refunds will be processed as soon as possible after the returned item has been received and inspected.
Return Address
Returns must be sent to our central warehouse.
The exact return address will be provided by email after your return request has been approved.
Items sent without prior approval or to an incorrect address cannot be processed.
Tracking Requirement
All returns must be shipped using a delivery service that provides a tracking number.
We strongly recommend using a tracked and insured shipping service.
Refunds will only be issued after the returned item has been received and inspected.
Once your parcel has been shipped, please send your tracking number to:
Condition of Returned Items
Returned items must meet the following conditions:
- Unused and unworn
- Undamaged
- Returned in their original packaging
If an item arrives damaged, please contact us immediately and provide clear photos of the issue.
Returns that do not meet these conditions may be partially refunded or refused.
Customer Responsibility
The customer is responsible for ensuring that the return parcel arrives safely at our warehouse.
We are not responsible for parcels that are lost or sent to an incorrect address.
Items that are not received at our warehouse cannot be refunded.
Recommended Shipping Method
We recommend using a tracked and insured shipping service.
If a return parcel is lost during transit, any compensation claim must be made directly with the shipping carrier.
Return Costs
Return shipping costs are the responsibility of the customer and are non-refundable.
Return costs usually range between €20 and €35, depending on the carrier and the size of the parcel.
Non-Returnable Items
Returns cannot be accepted for:
- Personalised or custom-made items
- Hygiene-related products, such as underwear or cosmetics
- Items returned after the 30-day return period
Return Procedure
To return an item, please follow these steps:
- Review our Terms and Conditions and Return Policy
- Contact us at info@ashbury-london.com with your order number
- If necessary, attach photos or videos of the item
- Carefully package the item
- Request and receive the return address from our customer service team
- Ship the parcel using a tracked delivery service and mark the customs declaration as: “Returned Goods”
- Send your tracking number to info@ashbury-london.com
Once the item has been received and approved, your refund will be issued to the original payment method within a maximum of 14 business days.
Refused or Unclaimed Parcels
Parcels that are refused, unclaimed, or marked as “return to sender” are not considered valid returns.
To receive a refund, the official return procedure described above must be followed.