Delivery & Returns

UK DELIVERIES

Standard UK Mainland delivery is free for all orders over £100.

All orders require a signature on delivery. It is not possible to deliver to an alternative address once items have been dispatched. Calling cards cannot be left in communal areas; our couriers will attempt 2 deliveries before your goods are returned to us.

We ship all UK Mainland orders on a 'next working day service' deliveries are made between 9am - 5.30pm. Any order placed before 2:00pm will be dispatched on the same day Monday - Friday.

UK customers will receive an email on the morning their order is due from DPD couriers. DPD will email a one-hour delivery window time slot.

Tracking: When placing your order, please provide a mobile number or email address in order to receive regular updates on the status of your delivery. This will also receive an estimated delivery time.

When your order is dispatched you will receive a confirmation email.

PLEASE NOTE: We do not deliver to PO Box addresses.

Saturday deliveries cost £10.99 within the UK Mainland. We must receive your order before 2pm on Friday to guarantee a next day delivery service between 9am - 12pm on a Saturday.

Orders will be dispatched via the courier DPD. Delivery cost will be charged once per order.

Cost:

INTERNATIONAL DELIVERIES

Orders will be dispatched via the courier DPD. Delivery cost will be charged once per order.

Cost:

INTERNATIONAL CUSTOMERS

It is important to note that you may have to pay custom duties and taxes on the items you purchase and that these local fees are not included in your invoice and are at your expense. Please check on the HMRC website or your local customs office for more information about international charges if you are unsure.

RETURNS INFORMATION

We offer a 7-day return policy once the item has been received.

Delivery charges are only refundable where the returned goods are faulty.

Please note all items must be returned to us in a saleable condition. They must be returned unworn with all labels and tags attached and in their original, undamaged packaging

We strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable courier retaining the receipt until you have received credit for the returned items. We regret that we cannot be held responsible for non-delivery of returned goods.

ORDER CANCELLATIONS

Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for any item purchased from Ash Footwear UK, for a full refund.

Kindly email customerservice@ashfootwear.co.uk quoting your order number.

For orders that are 'Awaiting Dispatch' it may be possible to cancel your order before it is dispatched. Please contact us at customerservice@ashfootwear.co.uk as soon as possible quoting your order number.

If however your order has already been processed, you will need to return the order to us. Please follow the instructions for RETURN INFORMATION

REFUNDS INFORMATION

You are entitled to a refund or an exchange if you return your item in perfect condition, they must be returned unworn with all labels and tags attached and in their original, undamaged packaging within 7 days. Regretfully any signs of wear will mean that the good are deemed non-returnable.

Postage costs are non refundable however if you wish to exchange your goods for another product, we would deliver this exchange free of charge upon receipt of the returned goods.

Complete the Return Form sent with your order and enclose the form in the parcel you are returning to us along with the items, will refund you via the original method of payment within 10 working days of us receiving the goods.

Please send all returns via recorded delivery and retain proof of postage to:

Ash Footwear Online Returns Department

39 Marylebone High Street,

London

W1U 4QQ

You will receive your refund credit within 8 days of the item(s) being received back at our warehouse. An email will be sent to confirm ?that we have processed your return.

EXCHANGE INFORMATION

Fill in your Return Form indicating which items you are returning and wish to exchange. If it is not a straight forward exchange for a different size or colour of the same item, please also email or call us and we can advise you accordingly.

Please send via recorded delivery and retain proof of postage.

What if my item is faulty and I don’t want to pay the postage to return it?

As you know Ash only produce footwear using the finest quality leathers and to the highest manufacturing standards. Every shoe is subject to stringent QC checks. However it could happen the once in a while case of manufacture faulty.

You are entitled to a refund or an exchange if you return faulty items within 30 days.

Fill in your Returns form indicating which faulty items you are returning and if you want a refund or the item replacing. Place this form in the parcel you are returning to us along with the items. Also include a copy of your postage receipt so we are able to refund your postage costs. Once we have established that it is a manufacturing fault we will refund you via the original method of payment (plus postage costs) as soon as possible after we have received the goods. In some cases this may take longer than our usual refund time of within 10 days depending on the fault.

Please send all returns via recorded delivery and retain proof of postage to:

Ash Footwear Online Returns Department

39 Marylebone High Street,

London

W1U 4QQ

INCORRECT ITEM 

Not what you asked for? Please kindly accept our apologies and fill in your Returns form indicating which incorrect items you are returning, including details of the items you should have received. Place this form in the parcel you are returning to us along with the items. Also include a copy of your postage receipt so we are able to refund your postage costs. If the items are returned to us within 7 days in perfect condition with all labels and tags attached and in their original undamaged packaging we will refund you via the original method of payment (plus postage costs) within 8 days of us receiving the goods.

Please send all returns via recorded delivery and retain proof of postage to:

Ash Footwear Online Returns Department

39 Marylebone High Street,

London

W1U 4QQ

If you wish to exchange an item for any reason (other than if it is faulty) the customer is responsible for the shipping costs to return the item back to us. Once we have received your returned item UK customers WILL NOT be charged the postage costs to then have the exchanged item delivered to them. International customers WILL be charged standard shipping costs to have the exchanged items delivered to them.

What if the colour of my shoes differs from those on screen?

We have made every effort to display as accurately as possible the colours of our products on the website. However, please note that the colour of products depends on the settings of your monitor.

This returns policy does not affect your statutory rights.