FAQs

General Questions

1. Is it safe to shop online at ashfootwear.co.uk?

2. Where is my nearest Ash store?

3. How do I contact Ash Footwear’s customer service team?

4. Do you have stockists of items that are available in the stores?

5. How do I work out what size I am?

6. Why are there black marks on the suede/leather and toe-cap?

7. Can I return a faulty pair of Ash shoes bought from another Ash retailer to www.ashfootwear.co.uk?

 

Payment/ Ordering

8. How do I place an order?

9. Can I place my order over the phone with the Customer Care Team?

10. What payment methods are accepted?

11. What can I do if my card is rejected at checkout?

12. Can I cancel or change my order?

13. I live in the Channel Islands – will I be charged VAT?

 

Delivery

14. Do I have to pay for delivery -UK?

15. Can I order from Overseas?

16. Can I add delivery information to my order?

17. How long will I have to wait for my order to arrive?

18. Can I send my order to a different address?

19. What if I am out when the courier tries to deliver my order?

 

Returns, Refunds & Exchanges

20. What is your returns policy?

21. Do I have to pay return postage?

22. How do I return an item I have purchased?

23. How do exchanges work?

24. How do refunds work?

25. What do I do if I receive a faulty or incorrect item?

26. Can I return/exchange an item bought from the website to one of your stores?

27. How long will it take for a refund to show on my account?

28. How do I return a faulty pair of shoes bought from www.ashfootwear.co.uk?


General Questions

     1. Is it safe to shop online at ashfootwear.co.uk?

As the official Ash website for the UK and Ireland all our products are authentic and have been produced to the highest trading standards. All transactions on this website are processed using SagePay, a secure online payment gateway that encrypts your card details in a secure host environment.

     2. Where is my nearest Ash store?

Our store locator will help you find your nearest Ash store. Alternatively, you can call us on 0208 6164130.

     3. How do I contact Ash Footwear’s customer service team?

If you have any general questions or enquiries, please email customerservice@ashfootwear.co.uk or call us on 0208 6164130. Customer services are available Monday-Friday, 9.30am-6pm GMT. If you need to call one of the Ash stores, full details can be found using the store locator.

     4. Do you have stockists of items that are available in the stores?

     Unfortunately, we do not have a stock database of specific styles that are available in the London stores. If you are looking for a particular item, please have a look at our store locator to find your nearest stores and give them a call to check they have it in stock.

     5. How do I work out what size I am?

We want to make sure you have a perfect fit, so browse our size guides for more information on size conversions from US and UK sizing. In each product description you will also find specific advice on fit, as well as measurements for each individual style. For more specific information please email customerservice@ashfootwear.co.uk or call us on 0208 6164130.

     6. Why are there black marks on the suede/leather and toe-cap?

Many of our trainers and boots have a ‘distressed’ look which is a feature of the Ash brand. All shoes are unworn before they are sent out and the scuff and scratch marks are purposely made by the manufactures to give a more ‘edgy’ look. Please note as these marks are handmade so they do vary from shoe to shoe.

  7. Can I return a faulty pair of Ash shoes bought from another Ash retailer to www.ashfootwear.co.uk?

If the shoes were bought from another retailer we advise you to take the shoes back to the original seller. The shoes are bound by the terms and conditions of the store selling them and therefore only they can offer you a repair, exchange etc. For further information please email the customer service team at customerservice@ashfootwear.co.uk.

 

Payment/Ordering

     8. How do I place an order?

Shopping at ashfootwear.co.uk is easy:

  • Once you have found the item you’d like, choose the correct size from the dropdown menu and click ‘ADD TO BASKET’ on the product page.
  • Review the items in your shopping bag by clicking the bag icon in the top right hand corner of the page.
  • Once you have finished shopping, just click on ‘CHECKOUT.’ Checkout is where you pay – payment details are taken on a secure part of our website.

9. Can I place my order over the phone with the Customer Care Team?

Unfortunately, we can no longer take orders over the phone. If you experience any problems placing your order online a member of our Customer Service team will be happy to help.

10. What payment methods are accepted?

We accept Visa, Visa Electron, Visa Debit, Delta, and MasterCard. (Please note we do not currently accept American Express). We also accept payments through Amazon and PayPal which are both available on the checkout page.

11. What can I do if my card is rejected at checkout?

If your card is not accepted through our security systems, we would recommend refreshing the page and placing the order through PayPal or Amazon checkout which are both available on the 'Checkout' page. If you still experience any problems please contact the Customer Service team on 0208 6164130.

12. Can I cancel or change my order?

Yes, providing you contact our Customer Service team before your order is dispatched (orders are dispatched at 3pm, Monday to Friday). You will need to quote your order reference number. Simply call us on 0208 6164130 – the customer service team are available between 9.30 and 6pm GMT, Monday to Friday. Alternatively, you can email us at customerservice@ashfootwear.co.uk, quoting your order reference number in the email.

13. I live in the Channel Islands – will I be charged VAT?

No, at checkout please select ‘UK-THE CHANNEL ISLANDS’ from the drop-down menu titled ‘SHIP TO’. This will automatically deduct the VAT charge from the total price to be paid. Please call us on 0208 6164130 if you experience any problems.


Delivery

     14. Do I have to pay for delivery – UK?

Delivery to the UK Mainland is free over £100. For delivery costs and delivery times for the rest of the British Isles please visit our Delivery Information page.

15. Can I order from Overseas?

Yes. For specific delivery information and a list of the countries we currently ship to please see our international delivery section on our Delivery page.

16. Can I add delivery information to my order?

If you would like to add details to your shipping information, such as a request to leave with a neighbour, please contact customerservice@ashfootwear.co.uk with the details and we will pass them on to the courier. Alternatively, the morning your order is due to be delivered to you, you should receive an email and text stating the estimated delivery time. You have the opportunity to reply to these messages with any specific details.

17. How long will I have to wait for my order to arrive?

Delivery times are detailed on our Delivery page.

18. Can I send my order to a different address?

Yes, simply enter an alternative shipping address at checkout. On the ‘Delivery’ screen, click 'Enter New Address' and enter in the details of your delivery address. Alternatively, before your order has been dispatched from our warehouse you can email your correct delivery details to customerservice@ashfootwear.co.uk, stating your order reference number and we will manually change your address for you.

19. What if I am out when the courier tries to deliver my order?

Our couriers will leave a card at your delivery address with instructions of how to request a second delivery. Delivery of your parcel will be attempted 3 times before it is automatically returned to our warehouse and you will be refunded.

 

Returns, Refunds & Exchanges

20. What is your returns policy?

We offer a 14 day returns policy. This policy also applies to sale items bought on ashfootwear.co.uk. We reserve the right to refuse to refund if the goods are not in perfect condition or in the original packaging. Please visit our Returns page for further information.

21. Do I have to pay return postage?

We do not currently provide a free returns service. Any charges incurred for returning goods back to us are the responsibility of the recipient. We will not reimburse the postal charges incurred returning an item, unless the item is faulty or has been sent to you in error.

22. How do I return an item I have purchased?

For details of how to return item(s) to us for either a refund or exchange please see our Returns page.

23. How do exchanges work?

To return an item for an exchange please fill in the returns form on the back of the invoice stating the style name, colour and size of the shoes you would like. If the ‘new’ items are more expensive than the original order, a member of our finance team will contact you directly to pay the difference over the phone. Conversely, if the goods are cheaper the difference will be refunded immediately back into your account. You will not be charged further delivery costs in this instance.

24. How do refunds work?

To return an item for a refund please fill in the returns form on the back of the invoice stating the style name and colour of the pair you would like to return. The price of the shoes will subsequently be refunded back into your account on the same working day of receipt. PLEASE NOTE: the original postage costs charged to send the shoes will not be refunded. Depending on your bank the credit with appear immediately in your account or take up to 3 working days.

25. What do I do if I receive a faulty or incorrect item?

Please return the shoes to us as normal, stating on the returns form whether you would like a refund or exchange. Once we have the item(s) back they will immediately be processed and the return postage costs incurred will be refunded either directly back into your account or via cheque sent to your billing address. For further details please email our customer services team at customerservice@ashfootwear.co.uk

26. Can I return/exchange an item bought from the website to one of your stores?

Our standalone stores in the UK have their own policies regarding returns and consequently are unable to process web returns. Therefore, items bought from ashfootwear.co.uk need to be sent directly back to us.

27. How long will it take for a refund to show on my account?

All refund and exchanges (when in stock) will be processed on the next working day of receiving the item at our warehouse. Depending on your bank, please allow up to 5 working days for the amount to appear in your account.

 28. How do I return a faulty pair of shoes bought from www.ashfootwear.co.uk?

All our shoes have a 6 month warranty. Therefore, if the shoes were bought within this period we will try and repair the shoes, and if this is not possible we will offer an exchange. For further details please email the customer service team at customerservice@ashfootwear.co.uk and include your order reference number.

 

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