Returns & Refunds Policy
Returns & Refunds Policy
At Ashleyville, your satisfaction is our priority. If something isn't right with your order, we're here to help. Please read our policy below to understand your options.
Return Eligibility
We accept returns under the following conditions:
- The item was received within the last 30 days
- The item is unused, unworn, and in its original condition
- The item is in its original packaging with all tags attached
- Proof of purchase (order confirmation email or order number) is provided
The following items are not eligible for return:
- Items marked as final sale or non-returnable at the time of purchase
- Items that have been used, washed, or damaged by the customer
- Gift cards
- Downloadable or digital products
How to Start a Return
To initiate a return, please follow these steps:
- Email us at support@ashleyville.com with your order number and reason for return.
- Our team will review your request and respond within 1–2 business days with return instructions.
- Pack the item securely in its original packaging and ship it to the address provided.
- Share your return tracking number with us once dispatched.
Please do not send items back without first contacting us, as unauthorised returns may not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g. wrong item sent, defective product). We recommend using a tracked shipping method for your return, as we cannot be held responsible for items lost in transit.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome via email. If your return is approved:
- A refund will be issued to your original payment method within 5–10 business days
- Shipping fees (if any) are non-refundable unless the return is due to our error
If your return is not approved, we will notify you with the reason and, where possible, return the item to you.
Exchanges
We currently do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order.
Damaged or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us within 7 days of receiving your order at support@ashleyville.com. Include the following:
- Your order number
- A clear photo of the item and the issue
- A brief description of the problem
We will prioritise your case and arrange a replacement or full refund at no cost to you.
Late or Missing Refunds
If you haven't received your refund after 10 business days, please:
- Check your bank account or card statement again.
- Contact your bank or card provider — processing times may vary.
- If you've done the above and still haven't received your refund, contact us at support@ashleyville.com.
Contact Us
Have a question about a return or refund? We're happy to help.
Our team aims to respond within 1–2 business days.