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Customer services

Returns & Exchanges

  • Returns*

    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.

    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 request 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. 

    *Certain promotions(e.g. Cyber Monday) or on sale items are not eligible for return. For more details, please refer to the terms and conditions of each promotion/sale 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 your 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. appropriate order number;
    b. select the item you would like to return;
    c. reason for your return.

    *For defective merchandise, please ensure you attached 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 for the return issue.

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

  • Remarks

    Returned products 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 your shoe box as the shipping box.

    *Please note that the 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  3-45 working 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.