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 customer.support@ashu.co.uk. We aim to respond to your query within 1-2 working days.
- UK Standard: 2 to 4 working days: FREE on all orders! No minimum spend.
- UK 1st Class: 1 to 2 working days: 2.95.
- UK Tracked 48hr: 2 to 3 working days: £3.95.
- UK Tracked 24hr: 1 to 2 working days: £4.95.
See below sections for more information on Delivery. e content
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 original 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.
See below sections for more information on Returns.
Q: What is the process once I place my order online?
Once your order has been placed 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, you will receive a further email to notify you of dispatch.
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 right of this page.
We currently cannot provide a postal tracking service.
Q: I have seen a few products which say "order by request" in the item title. What does this mean?
You can place an order for an 'order by request' item like you would for any other item. This simply means that once your order comes through to us we will contact our stockist to check whether the item is in stock and when the likely delivery date will be (typically 1-3 weeks of purchase date). We will then inform you of the outcome via email within 1-3 days. As soon as your item arrives to us it will be dispatched to you immediately and we will also send you a dispatch confirmation email so you know it’s on its way!
We offer a 100% customer satisfaction guarantee for all order by request 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.
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?
Yes, we ship Worldwide to any country.
Q: 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 all your orders and their processing status. You can also edit your shipping and billing information from here.
You cannot change your email address once you have used it to register. 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" or "Create an Account" to make a purchase?
No, you can check out as a guest without creating an account or signing in.
At the checkout you have the option to create an account. This has the benefit of saving you time the next time you want to shop with us, as you will not need to provide your personal details and billing/shipping preferences again.
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, Visa Electron and American Express. We also accept Paypal and Apple Pay.
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 are the delivery options?
- UK Standard: 2 to 4 working days: FREE on all orders! No minimum spend.
- UK 1st Class: 1 to 2 working days: £2.95.
- UK Tracked 48hr: 2 to 3 working days: £3.95.
- UK Tracked 24hr: 1 to 2 working days: £4.95.
- EUROPE (EU) Tracked Delivery - Single Item: 3-10 working days, £13.95 + any applicable Customs Duties / Taxes (to be paid directly to customs if they contact you). 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: 3-10 working days, £15.95 + any applicable Customs Duties / Taxes (to be paid directly to customs if they contact you). Please be advised that this service may take up to 20 Working Days in some instances. Tracked within the UK.
- Worldwide International Shipping (Single Item) 7-12 working days, £13.95 + any applicable Customs Duties / Taxes (to be paid directly to customs if they contact you).
- Worldwide International Shipping (Multiple Items) 7-12 working days, £16.95 + any applicable Customs Duties / Taxes (to be paid directly to customs if they contact you).
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 up to 3 times 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 usually 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 occasions 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 customer.support@ashu.co.uk 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.
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 original 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, 20 Glebe Road, Surrey, SM2 7NT, 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 £3.00 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 customer.support@ashu.co.uk 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.
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.
