Refund policy

RETURN AND REFUND POLICY

Last updated: July 31, 2026

At Ashvelle, we want you to feel confident when shopping with us. If you are not satisfied with your order, you may request a free return within 30 days of delivery.

1. 30-DAY FREE RETURNS

You have 30 days from the date your order is delivered to request a return.

Eligible returns are free of charge.

To start a return, email us at:

contact@ashvelle.com

Please include:

  • Your order number;

  • The item you want to return;

  • The reason for the return; and

  • Photos of the item if it is damaged, defective, or incorrect.

We will review your request and send you the return instructions.

Please do not send an item back before contacting us.

2. RETURN CONDITIONS

To qualify for a return, the item should normally be:

  • Unworn;

  • Unwashed;

  • Unused;

  • In its original condition;

  • Free from stains, odours, makeup, or damage; and

  • Returned with its original tags and packaging where reasonably possible.

You may try on clothing to check the size and fit, but it should not be worn for an extended period.

We may refuse a return if the item has been worn, washed, damaged, altered, or used beyond what is reasonably necessary to inspect it.

3. NON-RETURNABLE ITEMS

For hygiene and safety reasons, some items cannot be returned once opened, worn, or had their hygiene seal removed.

These may include:

  • Underwear;

  • Swimwear;

  • Earrings;

  • Personalised products;

  • Custom-made products;

  • Gift cards; and

  • Items marked as final sale.

These restrictions do not apply if the item arrives damaged, defective, incorrect, or materially different from its description.

4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery.

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as possible at:

contact@ashvelle.com

Please provide:

  • Your order number;

  • A clear description of the issue;

  • Clear photos or video of the item; and

  • A photo of the shipping label where relevant.

Once we review the issue, we may offer:

  • A replacement;

  • A full refund;

  • A partial refund; or

  • Another suitable solution.

You will not be charged for returning an approved damaged, defective, or incorrect item.

5. WRONG SIZE OR CHANGE OF MIND

You may return an eligible item within 30 days if:

  • You ordered the wrong size;

  • The item does not fit as expected;

  • You changed your mind; or

  • You no longer want the item.

The item must meet the return conditions listed above.

Please review the size guide before placing an order, as sizing may vary between styles and suppliers.

6. EXCHANGES

We do not guarantee direct exchanges.

The fastest way to receive a different size, colour, or item is normally to return the original item and place a new order.

Contact us at contact@ashvelle.com and we will explain the available options.

7. RETURN SHIPPING

Approved eligible returns are free.

We will provide a return label or another free return method where available.

Do not return your item to the address shown on the original shipping package unless we specifically confirm that address.

Our return address may be different from the address used to ship your order.

Items returned without approval may not be accepted or refunded.

8. RETURN PACKAGING

Please pack the item securely to avoid damage during return shipping.

Where reasonably possible, use the original packaging.

Ashvelle is not responsible for damage caused by poor or unsuitable return packaging.

Keep your return receipt or tracking information until your refund has been completed.

9. RETURN INSPECTION

Once your return is delivered, we will inspect the item.

We will notify you by email when your return has been approved or refused.

If the return is refused because the item does not meet our return conditions, we may contact you to explain the reason.

10. REFUNDS

Once your return is approved, the refund will be sent to the original payment method.

Refunds may take several business days to appear in your account after they are processed.

The exact timing depends on your bank, card provider, or payment service.

Ashvelle does not control bank or payment-provider processing times.

11. ORIGINAL SHIPPING COSTS

Original shipping charges are normally non-refundable.

However, original shipping charges may be refunded if:

  • The item was damaged;

  • The item was defective;

  • You received the wrong item;

  • The item was materially different from its description; or

  • Applicable law requires us to refund the shipping charge.

12. PARTIAL REFUNDS

In some cases, only a partial refund may be offered.

This may apply when:

  • The item shows signs of use;

  • The item is returned damaged;

  • Parts, tags, or accessories are missing;

  • The item is not in its original condition; or

  • The item was returned outside the 30-day return period.

A partial refund will only be applied where reasonable and legally permitted.

13. LATE OR MISSING REFUNDS

If your refund has been approved but has not appeared in your account:

  1. Check your bank account again;

  2. Contact your card provider;

  3. Contact your bank or payment provider; and

  4. Email us at contact@ashvelle.com if the refund is still missing.

Bank processing delays can sometimes take several business days.

14. ORDER CANCELLATIONS

You may request an order cancellation by emailing us as soon as possible at:

contact@ashvelle.com

We will do our best to cancel the order before it enters processing.

However, we cannot guarantee cancellation once the order has been processed, submitted to our fulfilment partner, or shipped.

If the order has already been shipped, you may return it after delivery under this policy.

15. REFUSED OR UNCLAIMED PACKAGES

If a package is refused, not collected, or returned because of an incorrect or incomplete address, please contact us.

Any refund will be reviewed after the package is returned to the correct return location.

Where legally permitted, shipping, customs, return, or handling costs may be deducted from the refund if the return was caused by:

  • An incorrect delivery address;

  • Failure to collect the package;

  • Refusal to pay customs charges; or

  • Refusal of delivery without contacting us first.

16. LOST ORDERS

If your order has not arrived within the estimated delivery period of 7–14 business days after the 1–3 business day processing period, contact us at:

contact@ashvelle.com

Please include your order number.

We will review the tracking information and contact the delivery provider where appropriate.

If the package is confirmed lost, we may offer a replacement or refund.

17. CUSTOMS CHARGES

International orders may be subject to customs duties, import taxes, or local handling fees.

These charges are normally the customer’s responsibility unless we clearly state otherwise.

If an order is returned because customs charges were refused or unpaid, any refund will be reviewed after the package is received.

Customs, shipping, return, or handling costs may be deducted where legally permitted.

18. SALE ITEMS

Sale items may be returned within 30 days unless they are clearly marked as final sale.

Final-sale items cannot normally be returned for a change of mind.

This does not affect your rights if the item is damaged, defective, incorrect, or materially different from its description.

19. CONTACT US

For all return, refund, cancellation, or order questions, contact us at:

Store: Ashvelle
Website: Ashvelle.com
Email: contact@ashvelle.com