Welcome to the FAQ section where you can find answers to the most frequently asked questions. We advise you read these before placing an order. If you have any other queries feel free to email us at email@example.com. We aim to respond to your query within 1-2 working days.
Q: Do you offer any discounts?
Yes! As a small 'thank you' gesture for placing your first order with us, we offer you 10% off all your subsequent purchases with us - for life! This 10% off voucher code can be used on all of your future orders at a-shu.co.uk. There is no expiry date and no minimum spend required, and the discount can also be used on top of all sale prices. A voucher code will be emailed to you after you have placed your first order with us which can be used at the checkout the next time you shop. Enjoy!
We also offer 15% off student discount in conjunction with Student Beans iD! Simply log on from http://www.a-shu.co.uk/studentdiscount/ to receive a unique code to redeem your discount at the checkout.
Q: What is the process once I place my order online?
Once your order has been submitted to us via our website you will receive an automated Order Confirmation email which confirms we have received your order. Once your order has been processed and dispatched in the post, your "Order Status" in your personal user account area will change from "Pending", to say "Processed".
We cannot be held responsible for items lost during delivery after they have been dispatched from us. For this reason we strongly advise you select to have your items posted as Recorded Delivery during check out. Further information about lost or missing parcels can be found below.
Q: Can I track my order?
You can check the status of your order at any time in the "My Account" section which you can sign into at the top of this page.
We currently cannot provide a postal tracking service.
Q: Am I able to change or cancel my order once placed?
Unfortunately, once an order has been placed on our system it cannot be changed or cancelled. If you are not fully satisfied with your purchase, you have the option of returning it to us - please see the return policy for further details.
Q: I have seen a few products which say "pre-order" in the item title. What does this mean?
You can place an order for a pre-order item like you would for any other item. This simply means that the item is not currently in stock but has been ordered and is expected on its way to us.
If you place an order for a pre-order item then as soon as we receive it we will email you in due course to confirm dispatch of your order. The expected delivery date to us of pre-order items can be found on the item description. Please do not email us to enquire about delivery prior to the due date stated online as part of the item description, as we do not have any further information aside from the information we list online. If your item arrives early or is expected at any later date then we will contact you via email to inform you.
We offer a 100% customer satisfaction guarantee for all pre-order items - If for any reason we are unable to obtain the item you will be provided will a full money back guarantee for your purchase.
We will email you confirmation once your pre-order item has been dispatched to you. Please note that your order status in your personal account area will not change to "processed" until the item arrives.
If your order contains additional items then all items will be shipped together as part of one delivery.
Q: Can I place an order from within the UK to be delivered internationally? / Can I place an order from outside the UK to be delivered internationally?
Certainly - All orders from within the UK can be placed on our website to be delivered internationally. For all UK and all Europe orders, set shipping costs apply no matter how many items you purchase.
For all International orders outside of the EU, the cost of shipping will vary depending on the destination country and weight of your purchased goods. To obtain a shipping quote please email us at firstname.lastname@example.org to find out the cost prior to placing an order with us. Please make sure you mention the product(s) name, product(s) code, the quantity required, the country of delivery and your contact details. We aim to get back to you within 1-2 working days to discuss your requirements.
Q: I am having technical problems when I try to place my order online. What do I do?
We apologise if you are facing issues when trying to purchase online.
Firstly, if it is possible please try to place your order from another computer. Sometimes the Internet and security setting on some computers can prevent certain pages from loading.
If this does not solve the problem, once you have added the item/s to your basket, create a new account with a NEW email address to that which you previously tried with. Most of the time this works!
If you are still having trouble with payment online, we can arrange for an alternative payment method to be made via a cheque or a postal order from the post office. Please note that we take customer security very seriously and to protect customers and prevent fraud, we do not accept credit card details taken over the phone as a telephone order.
If you wish to make your purchase via a cheque or a postal order, in this case please email us at email@example.com and let us know which item/s you wish to purchase along with your chosen shipping method, and we can then provide further details on how to complete your order with us.
My Account / Sign InQ: What information is in "My Account"?Once you have created an account, you will be able to log into My Account at any time. This is your own user area where you will be able to view the status of all your past and current orders and also be able to see exactly what you have purchased - A bit like an "e-Wardrobe"! This is also where you go if you want to change your billing and shipping details. You may delete these details at any time if you wish to do so. You cannot change your email address once you have registered this with us. If you have a change of email address in this case you will need to create a new account.Q: Do I have to "Sign In"?Once you have created an account you will need to sign into this account to proceed to checkout. Having already created an account has the benefit of saving you time the next time you want to purchase from the website, as you will not need to provide your personal details and billing/shipping preferences again.Q: I want to receive exclusive promotional offers and trend information via the A-SHU.CO.UK eNewsletter. How do I do this?The quickest way is to enter your email address at the top of this page. You will be added to our mailing list to receive our newsletter from time to time.Alternatively, you can create an account by clicking "My Account" at the top of this page, where you can then opt-in to receive our eNewsletters. Creating an account will save you time when you want to purchase items.Tip: You may experience restricted viewing and access to links within the eNewsletter if you provide a webmail based email address. Examples of webmail based email applications include the likes of AOL or internet service provider, company, work or university email addresses. Fully functional email addresses include Hotmail, Live, Yahoo etc, which will enable you to view fully functional eNewsletters.
Q: What payment options can I use to purchase my order?
We accept the following payment cards: Mastercard, Visa, Maestro, Maestro UK, Solo, Visa Debit and Visa Electron.
Please ensure that your billing address exactly matches your name, address and post code as they appear on your payment card statement. We use this information as part of the validation process of your payment card. To ensure security and prevent fraud, all payment cards are subject to validation and authorisation by both us and the card issuer.
Please ensure the shipping and billing addresses are valid UK addresses (PO boxes are not accepted).
In case we need to contact you regarding your order, your phone number and email address is required.
Q: What currencies can be used?
We currently can only accept UK Sterling (£).
Q: What are the delivery options?
- UK SAVER Standard Delivery: Approx. 3-6 working days: £1.95. Minimum spend £40.00 required. Strictly NOT valid with any external company voucher code redemptions (for voucher redemptions please select either Standard or Tracked Delivery options as per below, prices from £3.95).
- UK Standard Delivery: Approx. 2-6 working days: £3.95.
- UK Standard Tracked Delivery: Approx. 2-6 working days: £4.95.
- UK 1st Class Delivery: Approx. 1-3 working days: £5.95.
- UK 1st Class Tracked Delivery: Approx. 1-3 working days: £6.95.
- EUROPE (EU) Standard Delivery - Single Item: Approx. 7-12 working days, £6.95. Please be advised that this service may take up to 20 Working Days in some instances. Not tracked.
- EUROPE (EU) Standard Delivery - Multiple Items: Approx. 7-12 working days, £11.95. Please be advised that this service may take up to 20 Working Days in some instances. Not tracked.
- EUROPE (EU) Tracked Delivery - Single Item: Approx. 7-12 working days, £13.95. Please be advised that this service may take up to 20 Working Days in some instances. Tracked within the UK.
- EUROPE (EU) Tracked Delivery - Multiple Items: Approx. 7-12 working days, £16.95. Please be advised that this service may take up to 20 Working Days in some instances. Tracked within the UK.
- Worldwide International Shipping (excluding the UK and Europe): Various arrival times depending on your requirements. The price for this option is via a quotation; please email us prior to placing an order (firstname.lastname@example.org) for a price quotation on international delivery options. Please mention your destination country.
Q: Can I change my delivery address after I have placed my order?
Unfortunately once you have placed your order it is processed immediately, therefore is not possible to amend.
Q: What is the delivery process and what happens if I am not in to accept my delivery?
We attempt to deliver your parcel once to the shipping address you have provided. It is the customers responsibility to ensure that someone will be in at the time of delivery at the shipping address provided. If you are not in to accept your delivery, your parcel will make its way back via the couriers network and be sent back to us at our returns address. This is our normal procedure.
On some occasions the driver may leave it with a neighbour or in a hidden place if they feel it is safe to do so. If so, a note will be posted through your door to let you know this has been done.
Please be advised that if your parcel gets sent back to us a re-delivery charge will apply of the same shipping rate. We have to pay for all individual parcels we post, each time it is posted. If the parcel cannot be delivered due to the customer not being in or able to collect it then the cost falls upon the customer for re-delivery. This is why we always suggest providing a delivery address where you know someone will be in, for example, a workplace.
Q: Can my order be delivered to a different address other than my home?
We always advise you have your order delivered to a workplace or where you know someone will most likely be in to take your parcel during the hours of 8.30am to 5.30pm Monday to Friday. However the delivery address you provide is entirely up to you. If we use Royal Mail to send your parcel, some deliveries may also be made on a Saturday, depending on which day your order was placed.
Q: It has been over the approximate delivery times and I have not yet received my order. What do I do?
Although not often, on rare occassions parcels do get lost in transit and this could be what has happened.
If you feel this is the case then please email us at email@example.com as soon as the approximate delivery time has passed, ensuring you state your A-SHU order number and order details. We always aim to respond to emails within 1-2 working days.
Kindly bare in mind that different couriers have different rules and policies for lost/missing/delayed parcels and we do need to follow these but we promise we will act as quickly and as efficiently as possible for you.
Once we receive your email we can check your order details and confirm which courier we used for your particular order and advise further on their policy and what happens next. As a guide, please note the following:
Parcels sent with Royal Mail: With Royal Mail as per their rules and regulations, we are unable to contact them before 20 working days to find out about parcels which have gone missing or not turned up. This is the time scale which they use across the board, not just with us but with all deliveries they make within the UK and abroad. Unfortunately we cannot contact them sooner as the request will be rejected.
After 20 working days have passed, we will submit a lost parcel claim with Royal Mail for your order. We will also be able to provide you with a fresh order at no extra cost to you and this will be dispatched immediately after the 20th working day.
Parcels sent with MyHermes or Collect+: We can contact them after 5-7 working days of posting your order to enquire on your parcel. These are both tracked couriers and we can track the parcels online.
If you have not received your parcel it is your responsibility to let us know; if you do not contact us within 30 days of non-receipt of your dispatched parcel we cannot issue any refund or exchange as the time frame for submitting a lost parcel claim would have lapsed with the couriers therefore please ensure you do contact us within this time.
We do not allow customers to proceed with placing their order until they have read our terms and conditions. All of the above is outlined in our terms and conditions which you agree to having read and accepted upon placing your order.
Q: What is the Returns Policy?
We try our best to ensure your complete satisfaction with your purchase and want to offer you the highest standard of customer service.
- All unworn goods may be returned to us in the origial packaging, along with your email eReceipt, within 14 days of receipt. For hygiene reasons this does not include earrings. Any other products excluded from this policy will be stated on the item description.
- Once we receive the goods, they will be inspected and a full refund (excluding the original delivery charge) will be provided.
- For your peace of mind you will receive a personal email from one of our team confirming that the refund has been processed within 5 working days from receipt of your returned goods. During busy periods this may take slightly longer.
- Refunds will be provided in the manner in which the payment was made, on the same payment card.
- Please be advised that we strongly recommend you post the goods back to us via Tracked Delivery (for example Royal Mail Recorded Delivery, MyHermes, Collect+) or similar. The goods are your responsibility until they reach us, therefore we cannot be held responsible for items lost in the post.
- Please note that the cost of returning items to us is your responsibility.
- If you are returning an item which you redeemed with a voucher code promotion then the refund on the cost of the voucher will come directly from the voucher company as the voucher would have been purchased on their website. We will advise you when we have received your returned item back. You will then need to email their customer services to request the refund on the cost of your voucher. They will then confirm with our customer services that we have received your item back and refund you accordingly.
The A-SHU.CO.UK return address is as follows: A-SHU.CO.UK Returns, 43 Junction Road, London N19 5QU, U.K.
On the reverse of your paperwork, please indicate the reason for your returns (this is purely used for feedback purposes).
Q: What if I would like an Exchange instead?
At present we do not offer "exchanges" as such as our admin system does not allow this functionality. However to get around this, simply return your unwanted item as per above, and then place a new order as normal.
Q: What happens if I do not return items as per the Returns Policy?
If items are returned to us outside the 14 day returns policy, we reserve the right to make a late fee charge of £5.00 per returned item.
Please also be advised that items must be returned in their original packaging; if they are not returned in their original packaging you will incur a £3.00 fee per returned item.
In any case, late returns must be made within 14 to 28 days - no returns will be accepted after a 28 day period.
If items returned to us are not received i.e. lost in transit, we cannot issue a refund or exchange. You will need to contact the delivery company you used for further information on sending a lost parcel.
Q: I received a Faulty Item. What do I do?
We apologise if any item you received was faulty. In this case please email us straight away at firstname.lastname@example.org quoting your order number and contact details. Please state in which way the item is faulty and if possible email us images of the fault so we can advise you further. We aim to get back to you within 1-2 working days.
We have a strict procedure to follow for returning faulty items so please do not post the item back yourself before contacting us, otherwise we will not be able to compensate the return shipping cost.
Please note, as a consumer you are entitled to return a faulty item to us within 30 days of your order date. After 30 days have passed we are not able to offer any exchanges or refunds and the item will not be accepted back by our supplier as this is the time frame for consumers to return faulty products. This does not affect your statutory rights.
Q: How do I search for a specific item?
You can search for a specific item by entering the product name or product code in the Search bar at the top of the Blog page.
Q: Do you have a footwear size guide?
Women's footwear sizes are as follows:
UK 2 = US 4 and European 35
UK 3 = US 5 and European 36
UK 4 = US 6 and European37
UK 5 = US 7 and European 38
UK 6 = US 8 and European 39
UK 7 = US 9 and European 40
UK 8 = US 10 and European 41
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