Refund policy
RETURN, REFUND & REPLACEMENT POLICY
Last Updated: September 2026
At Ashorie, we want you to feel confident with your purchase. If something isn't right, contact us at hello@ashorie.com and we'll work with you to find an appropriate solution.
1. 30-Day Satisfaction Guarantee
If you're not satisfied with your Ashorie purchase, contact us within 30 days of delivery.
Depending on the issue, we may offer a refund, replacement, partial refund, or store credit.
Each request is reviewed individually under this policy. Your order number or proof of purchase may be required.
2. Damaged, Defective, Incorrect or Missing Items
Please check your order soon after delivery and report damaged, defective, incorrect, or missing items within 7 days.
We may ask for photos, videos, packaging, shipping labels, or other information we need to review the issue.
Once we've reviewed the claim, the following solutions generally apply:
| Issue | What We'll Do |
|---|---|
| Damaged or defective item | Refund or replace the affected item |
| Minor cosmetic issue | We may offer a partial refund or store credit if you keep the item |
| Wrong product sent | Send the correct product or refund the affected item |
| Wrong size or colour sent by us | Send the correct size or colour, or refund the affected item |
| Item missing from the package | Send the missing item or refund it |
| Wrong quantity received | Replace or refund the missing quantity |
| Item is significantly different from what was ordered or described | Refund or replace the affected item |
| Whole package is marked delivered but can't be found | Handled under Section 9 |
If only part of your order has a problem, only the affected item(s) will normally be refunded or replaced.
For example, if one dress in a five-dress order is damaged, the solution applies to that dress, not the other four.
A full refund for an affected item means the amount paid for that item after any discounts or promotions, not a refund of the entire order.
3. Product Colours, Images & Minor Differences
We do our best to show product colours, materials, and details accurately.
Small differences can happen because of lighting, photography, screens, fabric, production, or normal measurement differences.
| Situation | What We'll Do |
|---|---|
| Small difference in colour or shade | Not considered a defect |
| Small difference in stitching, texture, finish, or measurements | Not considered a defect if it doesn't significantly affect the product |
| Correct colour received but you prefer another | Not automatically eligible for a refund or free replacement |
| We sent the wrong colour | Send the correct colour or refund the affected item |
| Product is significantly different from what was shown or described | Refund or replace the affected item |
4. Sizing & Fit
Please check the size chart and measurements on the product page before ordering.
Fit can vary depending on body shape, proportions, and personal preference.
| Situation | What We'll Do |
|---|---|
| We sent the wrong size | Send the correct size or refund the affected item |
| Correct size was sent but doesn't fit as expected | Not automatically eligible for a full refund or free replacement; we may offer store credit or a partial refund |
| You selected the wrong size | Not automatically eligible for a full refund or free replacement; we may offer store credit or a partial refund |
| Product is significantly different from our size chart | Refund or replace the affected item after review |
You can still contact us about a fit concern within 30 days, and we'll review your request under our Satisfaction Guarantee.
Multi-Item Orders
Please take extra care when ordering several items in the same size, especially through bundles or multi-buy offers.
If you're unsure of your size, we recommend trying a smaller quantity first.
If you order several items in the same size and we correctly send the size you selected, the entire order does not automatically qualify for a refund or free replacement because the fit isn't right for you.
5. Change of Mind & Personal Preference
A full refund or free replacement is not automatically provided for:
- Change of mind
- Choosing the wrong size or colour
- Personal fit or style preference
- No longer wanting the item
- Preferring another product after receiving the one ordered
You can still contact us within 30 days. Depending on the situation, we may offer store credit, a partial refund, discount, or another solution.
6. Partial Refunds & Store Credit
Sometimes a full refund or replacement isn't necessary, but we still want to help.
| Situation | Possible Solution |
|---|---|
| Correct size received but you're unhappy with the fit | Store credit or partial refund |
| You accidentally chose the wrong size or colour | Store credit or partial refund |
| Change of mind or personal preference | Store credit or partial refund |
| Minor cosmetic issue and you want to keep the item | Partial refund or store credit |
| Other satisfaction concern | Reviewed individually |
Partial refunds and store credit are offered case by case and aren't guaranteed.
If you accept an agreed partial refund, store credit, replacement, or other solution, that will normally resolve that specific issue.
Providing a partial refund or store credit doesn't mean the product was defective or incorrectly supplied, and doesn't guarantee the same solution for future orders.
7. Bundles, Discounts & Promotions
This section applies to bundles, multipacks, quantity discounts, discount codes, Buy X Get Y Free offers, free gifts, spend-and-save offers, and other promotions.
| Situation | How It's Handled |
|---|---|
| One item in a bundle is damaged or defective | Only the affected item is normally refunded or replaced |
| One item was supplied incorrectly | We'll resolve the incorrectly supplied item |
| Part of a promotional order is refunded | We may recalculate the promotion based on the items you keep |
| Items you keep no longer qualify for the original promotion | The discount may be adjusted when calculating your refund |
| Discounted item qualifies for a refund | Refund is based on the amount paid for that item under the promotion |
| Free promotional item | Has no standalone cash refund value |
A refund will never be more than the amount paid for the affected item after any discounts or promotional adjustments.
8. Free Gifts & Complimentary Items
Free gifts and complimentary items have no standalone cash refund value.
They are not eligible for a cash refund simply because of change of mind, fit, sizing, colour, or personal preference.
If a free item arrives damaged, defective, missing, or incorrect, contact us and we may offer a replacement, store credit, or another suitable solution.
9. Shipping & Delivery
Customers are responsible for entering a complete and accurate shipping address at checkout.
| Delivery Situation | What Happens |
|---|---|
| Wrong or incomplete address entered at checkout | No automatic free refund, replacement, or reshipment |
| Apartment/unit or other required information was left out | No automatic free refund, replacement, or reshipment |
| Carrier can't deliver because the address provided is incorrect | We may offer reshipping at your expense |
| Package isn't collected from a post office, parcel locker, or collection point | No automatic free refund or reshipment |
| Delivery is refused or not accepted | No automatic free refund or reshipment |
| Package is returned to sender because of something within the customer's control | We may offer reshipping at your expense |
| Delivery fails even though you provided the correct information | We'll review what happened and provide a suitable solution where appropriate |
| Package is confirmed lost before delivery | Replacement or refund |
| Tracking says delivered but package can't be found | See “Packages Marked as Delivered” below |
Address Changes
If you notice an address mistake after ordering, contact hello@ashorie.com as soon as possible.
We'll try to update it, but we can't guarantee changes once your order has started processing or shipped.
10. Packages Marked as Delivered
If tracking says your package was delivered but you can't find it, please first check your mailbox, property, household members, neighbours, mailroom, reception, parcel locker, and other safe delivery locations.
You should also contact the carrier for more information.
If you believe the package was delivered to the wrong place or the tracking is incorrect, contact us within 7 days of the delivery date shown in tracking.
We'll review the available delivery information and help where appropriate.
If the carrier confirms a delivery error even though you provided the correct address, we'll provide a suitable solution.
Packages that are lost or stolen after confirmed delivery to the correct location are not automatically eligible for a refund or replacement.
11. Lost Packages
A package may be considered lost if tracking shows it was lost in transit, cannot be delivered, or has had no tracking updates for an extended period.
If this happens, contact hello@ashorie.com and we'll check the shipment.
If the package is confirmed lost before delivery, we'll offer a replacement or refund.
If delivery failed because the shipping information provided at checkout was incorrect or incomplete, the rules in Section 9 apply.
12. Separate Shipments
Items from the same order may sometimes be shipped separately and arrive at different times.
If only part of your order has arrived, check your tracking information first. An item isn't considered missing if its tracking shows that it's still on the way in a separate shipment.
If all shipments have arrived and an item is genuinely missing, we'll handle it under Section 2.
13. Returns
Please do not mail products back to Ashorie unless our support team asks you to.
| Situation | What Happens |
|---|---|
| We ask you to return a damaged, defective, or incorrect item | We'll provide instructions and cover the return shipping cost |
| We approve a refund or replacement without asking for a return | You don't need to return the item |
| An item is returned without our instructions | We may not be able to receive or process the return |
14. Product Care & Customer Damage
Our Satisfaction Guarantee does not cover damage caused by:
- Accidental damage or misuse
- Normal wear and tear
- Alterations
- Improper handling
- Incorrect washing or drying
- Not following the product's care instructions
15. Reviewing Claims
Please give us the genuine reason for your request and any information we need to review it.
Sending a request does not automatically mean a refund, replacement, partial refund, or store credit has been approved.
Changing the reason for a claim after the original reason isn't approved does not automatically make it eligible.
If you provide new information, we'll consider it along with the information already provided. Genuine mistakes can always be corrected or clarified.
16. Fraud & Policy Abuse
We may decline a claim, where permitted by law, if it involves:
- False or misleading information
- Fake or altered photos or evidence
- Conflicting information about what happened
- Duplicate claims
- Trying to receive more than one resolution for the same issue
- Repeated or excessive misuse of our policies
- Other fraudulent or abusive activity
We may ask for more information if needed to review a claim.
Where permitted by law, we may also refuse future orders where we identify repeated or serious abuse of our policies.
17. Payment Disputes & Chargebacks
If there's a problem with your order, please contact hello@ashorie.com so we can help.
If a payment dispute or chargeback is opened, we may provide the payment provider, card issuer, or bank with relevant information about the order.
This may include order details, tracking and delivery information, customer communications, refunds or replacements already provided, and the policies that applied to the purchase.
If we've already provided a refund, replacement, store credit, or another solution, we may also provide this information as part of our response to the dispute.
Where permitted by law, we may refuse future orders involving fraudulent or abusive payment disputes.
18. Refunds, Replacements & Store Credit
| Resolution | How It Works |
|---|---|
| Full refund of an affected item | Refund of the amount paid for that item after discounts or promotions |
| Partial refund | An agreed amount is refunded and you keep the item |
| Store credit | Credit toward a future Ashorie purchase |
| Replacement | We send an approved replacement for the affected item |
Approved refunds are sent to the original payment method.
After we issue a refund, please allow approximately 5–10 business days for your bank or payment provider to show it.
Refunds are based on the amount originally paid. Changes in currency exchange rates after purchase don't change the refund amount.
An item that has already been fully refunded isn't also eligible for a replacement for the same issue, and vice versa.
If a replacement arrives damaged, defective, or incorrect, contact us and we'll review the new issue.
19. Final Sale
Items clearly marked Final Sale before purchase are not eligible for our voluntary refunds or replacements because of change of mind, fit, sizing, colour, or personal preference.
This does not affect your rights if an item is genuinely damaged, defective, incorrectly described, or incorrectly supplied.
20. Order Changes & Cancellations
If you need to change or cancel your order, contact hello@ashorie.com as soon as possible.
| Order Status | What Happens |
|---|---|
| Cancelled before processing or fulfillment begins | Full refund |
| Processing or fulfillment has started | Changes or cancellation cannot be guaranteed |
| Order has shipped | Changes or cancellation cannot be guaranteed |
21. Consumer Rights
This policy explains Ashorie's voluntary Satisfaction Guarantee and our refund, replacement, partial refund, and store credit options.
Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.
CONTACT US
For refunds, replacements, delivery issues, or help with your order, contact:
Ashorie
hello@ashorie.com
Please include your order number, full name, a short description of the issue, and photos or videos if relevant.