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Customer services

FAQs

  • Pricing
    • Why is the price of my ordered item different from the current price?

      Product prices  may fluctuate due to various promotions during different periods. 

      For sale items, prices may change without prior notice. Please keep updates by subscribed our enewsletter.

    • I found the same item elsewhere at a lower price. Will ASH.com match the price? 

      ASH.com does not offer a price match guarantee.

    • Why does the price of an item change after I select a different shipping destination?

      Prices may change depending on your final shipping destination. We work hard with our partners to offer the most favourable pricing within your selected region. Please select your current location to view the most up-to-date shipping costs.

  • Shipping
    • How will my orders be shipped?

      Express Shipping - Orders are shipped via DPD, UPS, SF, DHL or EMS*. Tracking numbers are provided for all shipments.

       Standard Shipping - Orders are shipped via the Post Office. 

       *ASH.com reserves the right to determine the best shipping agent for each order and to change agents without prior notice.

    • Will my shipment come with a tracking number or code?

      All orders shipped using Express Shipping come with a tracking number or code supplied by the selected courier (e.g. DPD, UPS, SF, DHL or EMS). Orders shipped using Standard Shipping may or may not come with a tracking number.

      If available, tracking numbers and relevant links can be found in "My Account" under “Order History”.

    • Can my shipment be delivered to a Post Office box?

      Most Express Shipping couriers will not deliver to Post Office (PO, APO, FPO, DPO) boxes.  We advise that you do not use a Post Office box when placing orders as doing so may delay your shipment.

      Standard shipments can be delivered to Post Office (PO, APO, FPO, DPO) boxes.   

    • Do I have to pay customs duties or taxes on my shipment?

      Product prices displayed on ASH.com do not include taxes and duties. The recipient is liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Please contact your local customs office for customs policies and current charges.

  • Payment
    • Can I make purchases in currencies other than U.S. Dollars?

      All  transactions made on ASH.com are charged in U.S. Dollars. However, you can pay with your local currency subject to the exchanged rate applied by your credit card issuer.

    • Is there a fixed conversion rate for  my local currency?

      The final amount charged is subject to the exchange rate applied by your credit card issuer. Please check with your credit card company for more details.

  • Return / exchange
    • Can I exchange an item?

      Exchanges are not available. Please request a refund and place a new order. Once your returned item has been received, the shipping fee for your second order will be refunded.

    • What is your return policy?

      Unsuitable or defective merchandise may be returned to ASH USA, France, Germany or Hong Kong warehouse within fourteen (14) days of the delivery date in its original packaging. Incomplete returns may be refused or disregarded. In the case of non-defective items, customers are required to bear the cost of return shipping fees.  

    • How can I make a return?

      1. Contact our Customer Service Department by phone or email

      2. Use the ‘Return Merchandize Authorization’ (RMA) request form in the "My Account" section.

      *All returns must be sent to us within 30 days of the RMA issue date. ASH.com reserves the right to refuse returns that are not received within a reasonable time frame. 

      Please refer to the Returns & Refunds section for details.

  • Customer care
    • Is my personal information kept private?

      ASH.com makes every effort to keep your personal information private and confidential. We will never transfer your personal information to a third-party, with the exception of service providers who require the information to complete your order request. Please check our Privacy Policy for more details.