Last updated: 8 August 2026
1. Introduction
Welcome to Ashen London. These Terms of Service explain the rules that apply when you visit ashenlondon.uk, create an account, place an order, or otherwise use our website and services.
Throughout these Terms, “Ashen London,” “we,” “us,” and “our” refer to Ashen London. “You” and “your” refer to any visitor, customer, or other user of our website.
By accessing our website or purchasing from us, you confirm that you have read, understood, and agreed to these Terms of Service, together with our Privacy Policy, Shipping Policy, and Refund Policy. If you do not agree with these Terms, please do not use our website.
2. Eligibility and Accounts
You must be legally capable of entering into a binding agreement in your country or region to place an order with Ashen London. If you are under the age of legal majority, you may only use the website with the permission and supervision of a parent or legal guardian.
You are responsible for ensuring that the information submitted through your account is complete, accurate, and current. You must keep your account details and password secure and notify us promptly if you believe your account has been accessed without permission.
We may suspend or close an account where we reasonably believe it has been used fraudulently, unlawfully, or in breach of these Terms.
3. Acceptable Use
You may use our website only for lawful personal shopping and informational purposes.
You must not:
- Use the website for fraudulent, unlawful, or unauthorised activity.
- Attempt to gain unauthorised access to the website, another customer’s account, or any systems connected to our services.
- Upload or transmit viruses, malicious code, or other harmful material.
- Interfere with the security, performance, or normal operation of the website.
- Scrape, copy, reproduce, or commercially exploit website content without our written permission.
- Submit false, misleading, abusive, discriminatory, defamatory, or infringing material.
- Use automated systems to place orders, collect information, or disrupt product availability.
- Violate the intellectual-property, privacy, or other legal rights of Ashen London or any third party.
We may restrict or terminate access to the website where these requirements are breached.
4. Product Information
We take reasonable care to present our products accurately, including their descriptions, measurements, materials, colours, images, availability, and prices.
The appearance of colours may vary slightly depending on your screen, device settings, lighting, and photography. Measurements are approximate unless expressly stated otherwise. Packaging and minor product details may occasionally differ from the images displayed without affecting the product’s essential characteristics or quality.
Product availability is not guaranteed. We may change, limit, or discontinue products at any time. Any purchase limits shown on the website form part of these Terms.
5. Prices, Taxes, and Charges
Prices are displayed in the currency selected or shown on the website. Applicable taxes, delivery charges, duties, or other fees will be displayed during checkout where required or reasonably available to us.
International customers may be responsible for import duties, customs charges, or local taxes imposed by their destination country. Unless stated otherwise during checkout, these charges are not included in the product price and remain the customer’s responsibility.
We may update our prices and promotions at any time. A price change will not affect an order that we have already accepted, except where an obvious pricing error has occurred.
6. Orders and Acceptance
Submitting an order is an offer to purchase the selected products. An automated order-confirmation email acknowledges that we have received your order but does not necessarily mean that the order has been accepted.
An order is accepted when we confirm dispatch or otherwise expressly confirm acceptance. Before acceptance, we may decline or cancel an order for legitimate reasons, including:
- A product being unavailable.
- Incorrect pricing or product information.
- Payment not being authorised.
- Suspected fraud or unauthorised activity.
- Delivery restrictions.
- A breach of purchase limits or these Terms.
If we cancel an order after receiving payment, we will refund the amount paid for the cancelled item or order to the original payment method.
You are responsible for reviewing your order and delivery details before completing checkout. If you notice an error, contact us promptly at info@ashenlondon.uk. We cannot guarantee that an order can be changed after it has entered processing.
7. Payment
Payment must be made using a payment method offered at checkout. By submitting payment information, you confirm that you are authorised to use that payment method and that the information provided is accurate.
Payments may be processed by Shopify and other third-party payment providers. Their own terms, security procedures, and privacy practices may also apply.
We do not guarantee that every payment method will remain available in every location or for every order.
8. Shipping and Delivery
Ashen London understands how important it is for your order to arrive promptly. Every purchase is prepared with care and dispatched as quickly as possible.
Our estimated delivery timeframe is 5–11 business days. Delivery times are estimates rather than guarantees and may occasionally be affected by customs procedures, carrier delays, severe weather, public holidays, high-demand periods, or other circumstances beyond our reasonable control.
You are responsible for providing a complete and accurate delivery address. Ashen London is not responsible for delays or failed delivery caused by incorrect or incomplete information supplied by the customer.
Further information is available in our Shipping Policy.
9. Returns, Refunds, and Consumer Rights
Returns, exchanges, and refunds are handled in accordance with our Refund Policy, which forms part of these Terms.
Products must meet any return conditions described in that policy unless applicable law gives you additional rights. Certain products may be excluded from return where permitted by law, including items that are personalised, used, damaged after delivery, or unsuitable for return for hygiene reasons.
Nothing in these Terms or our Refund Policy limits any mandatory rights you have under applicable consumer-protection law. If an item is faulty, damaged upon arrival, materially different from its description, or otherwise not of satisfactory quality, please contact us at info@ashenlondon.uk.
Approved refunds will normally be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.
10. Promotions and Discount Codes
Promotions, discount codes, gifts, and special offers may be subject to additional conditions displayed at the time of the offer.
Unless expressly stated otherwise:
- Offers cannot be exchanged for cash.
- Only one discount code may be used per order.
- Discounts cannot be applied after an order has been completed.
- Promotions may have expiry dates, product exclusions, or geographic restrictions.
- We may withdraw or correct a promotion where it has been published in error, misused, or affected by fraud.
Any additional promotional conditions form part of these Terms.
11. Gift Cards and Store Credit
Where Ashen London offers gift cards or store credit, they may only be used in accordance with the conditions provided when issued.
Gift cards and store credit cannot be redeemed for cash except where required by law. They must not be resold, transferred for value, or used for unlawful purposes.
We are not responsible for gift cards or store credit that are lost, stolen, or used without permission unless the loss results from our failure to exercise reasonable care.
12. Third-Party Services and Links
Our website may use or link to services operated by third parties, including payment providers, delivery carriers, analytics services, social-media platforms, and other websites.
We do not control independent third-party services and are not responsible for their content, availability, security, or practices. Your use of those services may be governed by separate terms and privacy policies.
A link to a third-party website does not necessarily mean that Ashen London endorses that website or its products and services.
13. Reviews, Feedback, and Customer Content
If you submit a review, photograph, comment, suggestion, or other content to Ashen London, you confirm that:
- You created the content or have permission to submit it.
- The content is truthful and relates to your genuine experience.
- It does not violate another person’s rights.
- It is not unlawful, misleading, abusive, defamatory, discriminatory, or malicious.
- It does not contain confidential information, malware, advertising, or spam.
You retain ownership of your content. By submitting it, you grant Ashen London a non-exclusive, worldwide, royalty-free permission to use, reproduce, adapt, publish, and display it for operating, improving, and promoting our business, subject to applicable law.
We may moderate or remove submitted content where reasonably necessary, but we are not required to publish or retain every submission.
14. Intellectual Property
The Ashen London name, branding, logos, website design, photographs, graphics, videos, product descriptions, written content, and other materials are owned by or licensed to Ashen London and are protected by applicable intellectual-property laws.
You may access and use the website for personal, non-commercial purposes. You may not copy, reproduce, modify, distribute, republish, sell, license, or commercially exploit our content without prior written permission.
No right, title, or interest in Ashen London’s intellectual property is transferred to you through your use of the website or purchase of a product.
15. Privacy
Our collection and use of personal information are explained in our Privacy Policy.
By using our website, you acknowledge that your information will be handled in accordance with that policy and applicable data-protection law.
16. Website Availability and Accuracy
We aim to keep our website secure, accurate, and available. However, we cannot guarantee uninterrupted access or that every feature will always be free from errors.
We may correct errors, update information, perform maintenance, or suspend parts of the website when reasonably necessary. This may include correcting inaccurate product details, prices, promotions, delivery information, or availability.
Where an error affects an order, we will take reasonable steps to contact you and provide an appropriate solution, which may include reconfirming or cancelling the affected order and issuing a refund.
17. Warranties and Liability
Nothing in these Terms excludes or limits any responsibility that cannot lawfully be excluded, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence where applicable.
Ashen London remains responsible for losses that are a reasonably foreseeable result of our breach of these Terms or failure to exercise reasonable care. We are not responsible for losses that were not reasonably foreseeable when the agreement was made.
Where you use our website and products as a consumer, we are not responsible for business losses, including loss of profit, revenue, opportunity, goodwill, anticipated savings, or business interruption.
We are not responsible for delay or failure caused by events outside our reasonable control. If such an event materially affects your order, we will take reasonable steps to minimise the impact and communicate with you where practicable.
These limitations apply only to the fullest extent permitted by law and do not affect your mandatory consumer rights.
18. Suspension and Termination
You may stop using our website at any time.
We may suspend or terminate access to our services if you materially breach these Terms, use the website unlawfully, threaten its security, engage in fraudulent activity, or place Ashen London or other users at risk.
Provisions that are intended to continue after termination—including those concerning intellectual property, liability, payments, and dispute resolution—will remain effective where applicable.
19. Changes to the Website and These Terms
We may update the website, our services, and these Terms to reflect operational, legal, regulatory, security, or business changes.
The latest version will be published on this page with an updated revision date. Changes will apply from the date they are published unless a later date is stated.
Updates will not alter an accepted order retroactively unless required by law or expressly agreed with you.
20. Governing Law and Consumer Protections
These Terms and any contract formed through the website are governed by the laws applicable to Ashen London and the transaction concerned.
If you are a consumer, you may also benefit from mandatory protections under the laws of the country or region where you live. Nothing in these Terms removes rights that cannot legally be waived or restricted.
We encourage customers to contact us first so that we can make a reasonable effort to resolve any concern fairly and efficiently.
21. General Provisions
If any part of these Terms is found to be unlawful or unenforceable, that part will be limited or removed only to the extent necessary. The remaining provisions will continue to apply.
If Ashen London does not immediately enforce a right under these Terms, that does not mean the right has been waived.
These Terms, together with the policies referenced in them and any specific conditions presented during checkout, form the agreement between you and Ashen London concerning your use of the website and purchase of products.
You may not transfer your rights or obligations under these Terms without our written permission. We may transfer our rights or obligations as part of a genuine business transfer, restructuring, or legal requirement, provided that doing so does not reduce your mandatory consumer rights.
22. Contact Us
If you have a question about these Terms of Service, an order, or your use of the website, please contact Ashen London at: