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Customer services

Returns & Refunds

  • Returns*

    Unsuitable or defective merchandise may be returned in its original packaging to the respective ASH warehouse within 14 days of the delivery date.

    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.

    Once your return is processed, a refund will be issued to the original payment method or as store credit. Customers can indicate their preference on the “Return Merchandise Authorisation” (RMA) Form. We strongly recommend customers select store credit as ASH.com will not bear the cost for any currency fluctuations due to current exchange rates.

    *Items purchased during certain promotions(e.g. Cyber Monday) or sale are not eligible for return. For more details, please refer to the terms and conditions of each promotion/sales event.

  • Exchanges

    Exchanges are not available. Please request a refund and place a new order. Once your returned item has been received, the shipping fee for the second order will be refunded as store credit for use on ASH.com exclusively.

  • Returns procedure

    1) Please email our customer service representative at cs@ash.com with the following information:
    a. order number;
    b. information on the item you wish to return;
    c. reason for the return.

    *For defective merchandise, please ensure you attach a photo for reference. Otherwise, your return may not be approved.

    2) After submitting the return request, our customer service representative will contact you via email or phone to follow up.

    3) If your return request is approved, we will send you an email confirmation with a return label. Please fix the return label on the package and send your item to the printed address located in the USA, France, Germany or Hong Kong within 3 days.

  • Remarks

    Returned items will be inspected upon receipt. ASH.com reserves the right to reject return or exchange requests if the returned item(s) are in unacceptable condition.

    Please return all items via registered mail or other secure means as quickly as possible to ensure your refund or exchange is processed within a reasonable time frame.

    In the case of defective items, ASH.com will bear the return shipping fee (not exceeding USD25). The return shipping fee will be issued in the form of online store credit for use on ASH.com exclusively.

    Bonus points earned from purchasing a returned item will be voided. The adjustment will be reflected in your personal account within a month after the return procedure has been completed.

    We only accept returns of products purchased on ASH.com. Products purchased at ASH.com cannot be returned in our physical stores.

    *When returning footwear, please do not use the shoe box as the shipping box.

    *Please note that all goods are the customer’s responsibility until they reach our warehouse. ASH.com is not responsible for any items lost during transit.

  • Refunds

    Upon approval, customers will be notified by email. Refunds will be issued to the original payment method or as store credit. Please allow 3-5 working days for processing. It may take between 3-5working days for the credit to appear on your card statement, depending on each bank’s processing time.

    In case of any disputes, ASH.com reserves the right of final decision.

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