Last updated: 8 August 2026
At Ashen London, we want every order to meet the standard our customers expect. Ashen London offers a 30-day return period for eligible products, beginning on the date your order is delivered. This Refund Policy explains how cancellations, returns, replacements, and refunds are handled before dispatch and after delivery.
Nothing in this policy limits any mandatory rights available to you under applicable consumer-protection law.
Cancelling an Order Before Shipment
You may request to cancel your order for a full refund at any time before it has been shipped.
To request a cancellation, contact us as soon as possible at info@ashenlondon.uk and include your full name and order number. We will confirm whether the order can still be cancelled.
If your cancellation is approved before shipment, the full amount paid will be refunded to your original payment method. Once an order has been dispatched or transferred to the delivery carrier, it can no longer be cancelled as a pre-shipment cancellation. Any available return or refund must then follow the after-sales process described below.
We work quickly to prepare orders, so cancellation requests are not guaranteed until confirmed by Ashen London.
Damaged or Defective Products
If your order arrives damaged or contains a defective product, please contact us promptly at info@ashenlondon.uk.
Include:
- Your full name and order number.
- A clear description of the issue.
- Photographs of the affected product.
- Photographs of the parcel, packaging, and shipping label where relevant.
Please retain the product and its original packaging while we assess your request. We may request additional information where reasonably necessary to confirm the issue.
Once the claim has been reviewed, we will offer an appropriate solution. Depending on the circumstances and your applicable legal rights, this may include a replacement, repair, partial refund, or full refund. Where a return is required because a product is damaged or defective, Ashen London will provide return instructions and cover the reasonable return cost.
Missing Items
If one or more items are missing from your parcel, contact us promptly at info@ashenlondon.uk and provide your order number, details of the missing item, and photographs of the parcel and packaging where available.
We will review the order and delivery records. If we confirm that an item was omitted, we will arrange an appropriate replacement or refund for the missing item.
If your entire parcel has not arrived, please contact us so that we can review the tracking information and, where appropriate, open an investigation with the delivery carrier. A carrier investigation may be required before a replacement or refund can be approved.
Incorrect Orders
If you receive a product, size, colour, or quantity that differs from your confirmed order, please contact us promptly at info@ashenlondon.uk.
Provide your order number and clear photographs of the item received, including its label where applicable. Once the error has been confirmed, we will arrange a replacement or refund.
Ashen London will provide return instructions and cover the reasonable return cost where an incorrect product must be sent back.
Change-of-Mind Returns and Cancellation Rights
Under Ashen London’s 30-day return policy, you may request a return for an eligible product within 30 calendar days after receiving your order.
To qualify, products must be returned unworn, unused, clean, and undamaged, with their original tags attached and original packaging included where reasonably possible. Valid proof of purchase is also required.
You may inspect and try on a product as you would in a physical shop. However, we may make a lawful deduction or decline a discretionary refund where handling beyond what is reasonably necessary has reduced the product’s value.
For an eligible change-of-mind return, the customer is responsible for the return shipping cost unless applicable law requires otherwise or Ashen London confirms that it will cover the cost.
Eligible UK online customers also have mandatory cancellation rights. These generally allow customers to notify us of their decision to cancel within 14 calendar days after receiving an eligible order and then return it within the legally permitted period. Ashen London’s 30-day return policy is provided in addition to these mandatory rights and does not reduce them.
Outside the 30-day return period, change-of-mind refunds are not ordinarily available unless Ashen London agrees otherwise in writing. Mandatory rights concerning faulty, damaged, misdescribed, or incorrectly supplied products remain unaffected.
Return Conditions
Unless a product is faulty, damaged, missing, incorrect, or protected by mandatory consumer rights, a returned item must:
- Be unworn and unused.
- Be clean and free from marks, odours, alterations, or damage.
- Have its original tags attached.
- Include its original packaging where reasonably possible.
- Be accompanied by valid proof of purchase.
- Be returned within the applicable return period.
Ashen London reserves the right to reduce or decline a discretionary refund where an item does not meet these conditions. This does not affect remedies that must be provided by law for faulty, damaged, incorrectly supplied, or misdescribed products.
Starting a Return or Refund Request
All requests must begin by contacting info@ashenlondon.uk.
Please do not send an item back before receiving return instructions. Returns sent without prior authorisation or to an unconfirmed address may be delayed, refused, or lost.
If your request is accepted, we will provide the relevant instructions, including where and how the item should be returned. You are responsible for following these instructions and retaining proof of postage.
Ashen London is not responsible for a return parcel lost in transit where the customer arranged the return and did not use an appropriate tracked service, except where responsibility cannot lawfully be excluded.
Return Shipping Costs
Ashen London will cover reasonable return shipping costs when we confirm that:
- A product arrived damaged or defective.
- An incorrect product was supplied.
- A return is required to resolve another error caused by Ashen London.
For an eligible change-of-mind return, the customer is normally responsible for the return shipping cost unless applicable law or written confirmation from Ashen London states otherwise.
Original premium or express delivery charges are not refundable beyond the cost of the least expensive standard delivery option where applicable law permits this.
Refund Review and Processing
Returned products may be inspected before a refund is approved. We will notify you when the return has been received and let you know the outcome of our review.
Approved refunds will be issued to the original payment method. Where statutory cancellation rights apply, refunds will be processed within the legally required period, normally no later than 14 days after we receive the returned products or acceptable evidence that they have been sent back.
For other approved claims, we aim to process the refund promptly after completing our review. Your bank, card issuer, or payment provider may require additional time to display the funds in your account.
If more than 15 business days have passed since Ashen London confirmed that your refund was issued, contact us at info@ashenlondon.uk.
Exchanges
We do not guarantee direct exchanges.
Where an exchange is available, it remains subject to product availability and confirmation from Ashen London. In other cases, the appropriate process may be to return the eligible product for a refund and place a new order separately.
If an item arrived damaged, defective, or incorrect, contact us before placing a replacement order so that we can provide the appropriate solution.
Products That May Not Be Returnable
Subject to applicable law, certain products may not qualify for a change-of-mind return, including:
- Personalised, customised, or made-to-order products.
- Sealed products that are unsuitable for return for health or hygiene reasons once the seal has been broken.
- Products that have been worn, washed, altered, damaged, or used beyond reasonable inspection.
- Gift cards or other non-refundable products where permitted by law.
Sale or promotional items remain protected by the same mandatory rights that apply to full-price products. A discounted price does not remove your rights where an item is faulty, damaged, misdescribed, missing, or supplied incorrectly.
Contact us before returning any product if you are unsure whether it is eligible.
Delivery Details and Unclaimed Parcels
Customers are responsible for providing a complete and accurate delivery address.
If a parcel cannot be delivered because the address supplied was incorrect or incomplete, or because it was not collected from the carrier, additional delivery or return costs may apply. Any refund or reshipment will be assessed after the parcel has been returned to us and inspected.
This does not affect your rights where the delivery failure was caused by Ashen London or its appointed delivery provider.
Fraudulent or Abusive Claims
Ashen London may refuse a request where there is reasonable evidence of fraud, deliberate damage, misuse of the returns process, false information, or other abusive conduct.
We may request information reasonably required to review a claim. Any decision will be made fairly and will not restrict rights that cannot legally be excluded.
Your Legal Rights
This policy provides information about Ashen London’s refund and after-sales process. It does not replace or reduce any mandatory rights you may have under the consumer laws that apply to your purchase.
If this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take priority.
Contact Us
For cancellations, damaged products, missing items, incorrect orders, returns, or refund questions, contact Ashen London at: