Refund policy

Last updated: November 5, 2026

30-day return requests

You may request a return within 30 days after receiving your order. For a return because of preference or size, the item must be unused, unwashed and in its original condition, with tags where supplied. Include proof of purchase or your order number. Trying an item on carefully to assess its fit does not replace the requirement to return it in its original condition.

How to request a return

Email contact@ashfordandwren.shop with your order number, the item and the reason for your request. We aim to reply within two business days. After reviewing the request, we provide return instructions and the appropriate return address. Please do not send a parcel to our business contact address without those instructions; it may differ from the return location.

Return costs

For an eligible preference or size return, you pay the return shipping cost. We do not charge a restocking fee. Use suitable packaging and keep proof of dispatch; a tracked service can help locate a parcel. For an item that is defective, incorrect or materially different from its description, we cover reasonable return costs and explain the appropriate return method before you send it.

Damaged, incorrect or defective items

Contact us when you discover the issue, with a description and photographs if available. Keep the item and packaging while we arrange a suitable remedy. Depending on the circumstances and applicable law, this may include a replacement, repair or refund. The 30-day preference-return window does not limit mandatory rights relating to defective, incorrect or misdescribed goods.

Inspection and refunds

We aim to inspect a received return and tell you the outcome within five business days. If a refund is approved, we initiate it to the original payment method within five business days after approval. The time for the credit to appear depends on your bank or payment provider and can vary. If a return is not accepted, we explain the reason and discuss the next steps.

Refund amounts and any refundable original delivery charges follow the circumstances and applicable law. Standard Shipping is free. We do not substitute store credit for a refund unless you agree or applicable law allows it. If we have confirmed initiation but you have not received the credit, contact us so we can help trace it with the payment provider.

Exchanges

Contact us about the size or item you need. Exchanges depend on availability. We will explain whether an exchange can be arranged or whether a return and a separate order are more appropriate. Do not place another order on the assumption that an exchange or refund has already been approved.

Cancellations and order changes

Contact us promptly after ordering. A cancellation or change is possible only if preparation or dispatch can still be stopped. Once an order has shipped, use the return process. If we cannot fulfill an accepted order, we will contact you and arrange a refund of any amount that should be returned.

Your statutory rights

This policy adds a commercial return option and does not exclude or reduce consumer rights that cannot lawfully be excluded. Where a mandatory withdrawal or cooling-off period applies, including applicable rights for consumers in the EEA or UK, those rights remain available. Contact us to exercise them. Any exception must be permitted by the law applicable to your order.