Refund policy
We offer a 30-day return period. This means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, items must be in their original condition: unused, unworn, with all tags attached, and in the original packaging. You must also provide proof of purchase, such as your order confirmation or receipt.
To initiate a return, please contact us at [input email here]. Returns must be approved before being sent back. Items returned without prior authorization will not be accepted.
Once your return request is approved, we will provide you with instructions on how and where to send your item.
For any questions regarding returns, you can contact us at info@ashena.co.uk.
Damaged or Incorrect Items
Please check your order upon arrival. If your item is defective, damaged, or incorrect, contact us as soon as possible so we can assess the issue and provide an appropriate solution.
Non-Returnable Items
Certain items are not eligible for return, including perishable goods such as food, flowers, or plants, custom or personalized items, personal care products such as beauty items, and hazardous materials including flammable liquids or gases.
We also do not accept returns on sale items or gift cards.
Exchanges
If you wish to exchange an item, the fastest method is to return your original item and place a new order once your return has been approved.
European Union Cooling-Off Period
If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receipt, without providing a reason. Returned items must still meet the conditions outlined above.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If your refund is approved, it will be processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at [input email here].
Contact Information
Store name: Ashena
Company name: Ashena
Company address: Rijksstraatweg 116a 9752BK Haren gn
Warehouse address: [input warehouse address here]
Company number: [input company number here]
Email: info@ashena.co.uk
Customer Support Hours
Monday to Friday: 09:00 – 17:00 (GMT)
Weekends: 11:00 – 16:00 (GMT)
We aim to respond to all inquiries within 24 hours.