Shipping policy

SHIPPING POLICY

Last updated: July 31, 2026

Thank you for shopping with Ashvelle.

This Shipping Policy explains how orders placed through Ashvelle.com are processed, shipped, tracked, and delivered.

1. ORDER PROCESSING TIME

Orders are normally processed within 1–3 business days.

Processing time begins after your order has been successfully placed and payment has been approved.

Business days do not normally include weekends or public holidays.

During busy periods, sales, product launches, or public holidays, processing may take slightly longer.

Processing time is separate from delivery time.

2. ESTIMATED DELIVERY TIME

Our estimated delivery time is:

7–14 business days after processing

This means the total estimated time from placing your order to delivery is usually:

8–17 business days

Delivery times are estimates and are not guaranteed.

3. WHERE WE SHIP

Ashvelle ships to the countries available at checkout.

If your country or delivery address is not available during checkout, we may not currently be able to ship there.

Some remote areas, islands, military addresses, PO boxes, or restricted locations may have limited delivery options.

4. SHIPPING COSTS

Any shipping cost will be shown at checkout before payment.

From time to time, Ashvelle may offer free shipping or promotional shipping rates.

Shipping offers may be subject to minimum order values, selected countries, specific products, or limited promotional periods.

5. INTERNATIONAL FULFILMENT

Ashvelle works with third-party suppliers, warehouses, and fulfilment partners.

Depending on product availability and your delivery location, your order may be shipped directly from one of our international fulfilment partners.

This allows us to offer a wider range of fashion products and deliver orders to customers in different countries.

The sender name or return address shown on your package may therefore be different from the Ashvelle brand name.

6. SEPARATE PACKAGES

If your order contains more than one item, the products may be shipped separately.

This may happen when products are stored in different warehouses or fulfilled by different partners.

You may therefore:

  • Receive more than one package;

  • Receive packages on different days; and

  • Receive separate tracking numbers.

If only part of your order arrives, the remaining items may still be on the way.

7. ORDER TRACKING

Where tracking is available, we will send your tracking information by email after your order has been shipped.

Tracking information may take several business days to update after dispatch.

This is normal and does not necessarily mean that your package has not been shipped.

Some international delivery services may provide limited tracking updates until the package reaches your country or local delivery network.

8. DELAYED TRACKING

If your tracking has not updated for several days, the package may still be moving between shipping facilities.

Tracking updates can be delayed because of:

  • International transit;

  • Customs processing;

  • Carrier system delays;

  • Transfers between delivery companies;

  • Weekends or public holidays; or

  • Limited scanning at certain shipping locations.

Please allow additional time before contacting us if the package is still within the estimated delivery period.

9. DELIVERY DELAYS

Although most orders arrive within the estimated period, delays can happen.

Possible causes include:

  • Customs inspections;

  • Carrier delays;

  • Severe weather;

  • Public holidays;

  • High order volumes;

  • Local delivery disruptions;

  • Incorrect or incomplete addresses;

  • International transport delays;

  • Supply-chain interruptions; or

  • Events outside our reasonable control.

Ashvelle is not responsible for delays caused solely by shipping carriers, customs authorities, or events outside our reasonable control.

However, we will assist you where reasonably possible.

10. INCORRECT SHIPPING ADDRESS

Customers are responsible for entering a complete and correct shipping address at checkout.

Please check your:

  • Full name;

  • Street address;

  • Apartment or unit number;

  • City;

  • Postal code;

  • Country; and

  • Telephone number.

If you notice an error, contact us immediately at:

contact@ashvelle.com

We will try to update the address before the order is processed.

However, we cannot guarantee that an address can be changed after the order has entered processing or been shipped.

Ashvelle is not responsible for packages that are delayed, lost, or returned because the customer provided an incorrect or incomplete address.

Additional shipping charges may apply if an order must be shipped again.

11. CHANGING YOUR SHIPPING ADDRESS

A shipping address can only be changed before the order has been processed or shipped.

To request a change, email us as soon as possible at:

contact@ashvelle.com

Please include:

  • Your order number;

  • The original address; and

  • The correct new address.

An address change is only confirmed when we approve it by email.

12. DELIVERED BUT NOT RECEIVED

If tracking shows that your package was delivered but you cannot find it, please:

  1. Check around your property and any safe delivery locations;

  2. Ask other members of your household;

  3. Check with neighbours, reception, or building staff;

  4. Contact the local delivery carrier; and

  5. Email us at contact@ashvelle.com.

A carrier may leave a package:

  • At the front door;

  • In a mailbox;

  • In a safe place;

  • With a neighbour;

  • At reception;

  • At a collection point; or

  • In another location approved by the customer or carrier.

We will review the tracking information and help where reasonably possible.

13. LOST PACKAGES

If your order has not arrived after the estimated delivery period, contact us at:

contact@ashvelle.com

Please include your order number.

We may ask you to confirm your shipping address and check with the local delivery carrier.

If the package is confirmed lost, Ashvelle may offer:

  • A replacement;

  • A refund; or

  • Another suitable solution.

The available solution will depend on the circumstances and applicable law.

14. DAMAGED PACKAGES

If your order arrives damaged, contact us as soon as possible at:

contact@ashvelle.com

Please include:

  • Your order number;

  • Clear photos of the damaged package;

  • Clear photos of the damaged product; and

  • A photo of the shipping label.

Please keep the packaging until your claim has been reviewed.

We may offer a replacement, refund, partial refund, or another suitable solution.

15. CUSTOMS, DUTIES AND IMPORT TAXES

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

These charges are decided by the destination country.

Unless we clearly state otherwise, customs duties and import charges are the customer’s responsibility.

Ashvelle does not control:

  • Whether customs charges will apply;

  • The amount charged;

  • How long customs processing will take; or

  • Local customs procedures.

Customers are responsible for making sure that the products ordered can legally be imported into their country.

16. REFUSED CUSTOMS CHARGES

If a customer refuses to pay customs charges, the package may be:

  • Returned to the sender;

  • Held by customs;

  • Abandoned; or

  • Destroyed.

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

Where legally permitted, shipping costs, customs fees, return charges, or handling costs may be deducted from the refund.

17. REFUSED OR UNCLAIMED PACKAGES

If a package is refused, not collected, or returned to the sender, contact us at:

contact@ashvelle.com

Any refund will be reviewed after the package reaches the correct return location.

Where legally permitted, additional costs may be deducted if the package was returned because of:

  • An incorrect address;

  • Failure to collect the package;

  • Refusal of delivery;

  • Refusal to pay customs charges; or

  • Repeated failed delivery attempts.

18. DELIVERY ATTEMPTS

Some carriers may make one or more delivery attempts.

If no one is available, the carrier may:

  • Leave the package in a safe place;

  • Leave it with a neighbour;

  • Send it to a collection point;

  • Arrange another delivery attempt; or

  • Return it to the sender.

It is the customer’s responsibility to follow carrier instructions and collect the package within the allowed period.

19. PO BOXES AND RESTRICTED ADDRESSES

Some carriers may not deliver to PO boxes, parcel lockers, military addresses, or certain remote locations.

If we cannot deliver to the address provided, we may contact you for another address or cancel the order.

20. ORDER CANCELLATIONS

To request a cancellation, contact us as soon as possible at:

contact@ashvelle.com

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

However, we cannot guarantee cancellation once the order has:

  • Entered processing;

  • Been sent to a fulfilment partner; or

  • Been shipped.

If the order has already been shipped, you may return eligible products within 30 days of delivery under our Return and Refund Policy.

21. RETURNS

Ashvelle offers free returns for 30 days from the date of delivery.

To start a return, contact:

contact@ashvelle.com

Please do not send a product back before receiving return instructions.

The return address may be different from the address shown on the original package.

For full details, please review our Return and Refund Policy on Ashvelle.com.

22. BUSINESS DAYS

Business days normally mean Monday to Friday.

Weekends and public holidays are not normally counted as processing or delivery business days.

Delivery schedules may also vary depending on the destination country and local carrier.

23. CONTACT US

For questions about shipping, tracking, delivery delays, lost packages, or address changes, contact us at:

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