Return Policy
At Ashbury & Wren, we are dedicated to delivering a seamless shopping experience for our customers. As part of this commitment, we offer a return policy that allows you to return items within a specific timeframe. Our return window spans thirty (30) calendar days, starting from the day you receive your order. In practical terms, this means you have thirty days from the confirmed delivery date to initiate a return request. Please note that this thirty-day window is strictly enforced, and return requests submitted after its expiration will not be accepted. We kindly encourage you to inspect your items promptly upon arrival and act swiftly if you wish to initiate a return.
Eligibility for Returns
To qualify for a return, your item must meet specific criteria. The product must be in its original condition, unworn, unused, and unaltered in any way. All original tags must remain attached, and the item must be returned in its original packaging, including any boxes, protective covers, or materials used during shipping.
Additionally, proof of purchase, such as a valid receipt or other verifiable documentation, must be provided. Without this proof, we regret that we cannot process your return.
Return Initiation Process
To initiate a return, please contact our customer support team by emailing team@ashburywren.com. Include your order number, the item(s) you wish to return, and the reason for the return. Once your request is reviewed and approved, we will provide detailed return instructions.
All returns must be sent to our designated processing facility in Shenzhen, China. The exact address and shipping details will be shared after your return is approved. Please do not send items back without prior authorization, as unauthorized returns cannot be processed, and you may incur additional costs.
Shipping Your Return
Ensure your return is securely packaged to prevent damage during transit. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be held responsible for lost or damaged returns. Return shipping costs are the customer’s responsibility.
Exceptions / Non-returnable Items
Certain items cannot be returned, including perishable goods (e.g., food, flowers), custom or personalized products, and personal care items (e.g., beauty products). Hazardous materials, flammable liquids, and gases are also non-returnable. If you’re unsure whether your item qualifies for a return, please reach out to our team before proceeding.
Sale Items and Gift Cards
Please note that sale items are final sale and cannot be returned or exchanged. Gift cards are also non-refundable.
Exchanges
For exchanges, the most efficient approach is to return your original item following our return process. Once approved, you can place a new order for the replacement item.
Order Cancelation
Once an order has been confirmed, we are unable to make changes or cancel an order. Please make sure to verify your information is correct before placing your order.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval status. If approved, your refund will be processed to your original payment method. Please allow up to ten (10) business days for the refund to appear in your account, though processing times may vary depending on your bank or credit card provider. If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at team@ashburywren.com.
By adhering to these guidelines, you help us ensure a smooth and efficient return process. We value your trust in Ashbury & Wren and are here to assist you every step of the way. Thank you for your cooperation and understanding.