Terms of service

TERMS OF SERVICE

Last updated: July 31, 2026

1. OVERVIEW

Welcome to Ashvelle.

Ashvelle operates the website Ashvelle.com. Throughout these Terms, the words “we,” “us,” and “our” refer to Ashvelle.

Our website and online store allow customers to browse and purchase fashion products. Our store is hosted by Shopify, which provides the e-commerce platform we use to sell our products.

By visiting Ashvelle.com, placing an order, or using any part of our website, you agree to these Terms of Service, our Privacy Policy, Refund Policy, and Shipping Policy.

Please do not use our website or place an order if you do not agree with these Terms.

These Terms do not affect any consumer rights that you may have under applicable law.

2. USING OUR WEBSITE

You must be old enough to make online purchases in your country or have permission from a parent or legal guardian.

When placing an order, you agree to provide accurate and complete information, including your:

  • Name;

  • Email address;

  • Billing information;

  • Delivery address; and

  • Payment information.

You are responsible for making sure that the information you provide is correct.

You must not use our website for unlawful, fraudulent, abusive, or harmful purposes.

3. OUR PRODUCTS

We make reasonable efforts to display our products accurately.

However, colours may appear slightly different depending on your screen, device settings, lighting, or photography. Small differences in colour, fabric, stitching, print placement, or finishing may also occur between production batches.

These small differences do not necessarily mean that a product is defective.

We may change product descriptions, prices, colours, sizes, availability, or other product information at any time.

We may also limit quantities or stop selling a product without notice.

4. SIZING AND FIT

Clothing sizes can vary between products and manufacturers.

Please check the size guide and measurements shown on the product page before placing your order.

Any sizing recommendation we provide is general guidance only. We cannot guarantee that a product will fit every customer in the same way because body shape, fit preference, and garment design can vary.

Small differences may occur in measurements because some products are measured by hand.

5. PLACING AN ORDER

When you place an order, you are offering to purchase the selected products.

After placing your order, you will normally receive an order confirmation email. We may review your order before accepting and processing it.

We may cancel or refuse an order when:

  • A product is unavailable;

  • The price or product information was incorrect;

  • Your payment cannot be approved;

  • The delivery address is incomplete or unsupported;

  • We suspect fraud or unauthorised payment activity; or

  • The order breaks these Terms or applicable law.

If we cancel an order after payment has been taken, we will refund the cancelled amount to your original payment method.

Products purchased from Ashvelle are intended for personal use and not for commercial resale.

6. CHANGING OR CANCELLING AN ORDER

Please check your size, colour, quantity, and delivery address carefully before completing your order.

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

contact@ashvelle.com

We will do our best to help. However, we cannot guarantee that an order can be changed or cancelled after it has entered processing or been sent to our fulfilment partner.

An order is only considered cancelled after we confirm the cancellation by email.

If your order has already been shipped, you may return eligible products after delivery under our 30-day return policy.

7. PRICES AND PAYMENT

Product prices and promotions may change without notice.

The price charged will normally be the price shown at checkout when you place your order.

Any applicable delivery charges will be displayed before you complete payment.

You agree to provide accurate and authorised payment information. By submitting an order, you confirm that you are authorised to use the selected payment method.

Payments may be processed by Shopify or another secure payment provider.

Your bank or payment provider may charge currency-conversion fees or other fees. Ashvelle does not control these charges.

8. DISCOUNTS AND PROMOTIONS

We may offer discount codes, limited-time sales, bundles, free gifts, or other promotions.

Unless stated otherwise:

  • Promotions are available for a limited time;

  • Promotions are subject to product availability;

  • Discount codes cannot be exchanged for cash;

  • Only one discount code may be used per order;

  • Discounts cannot be added after an order has been placed; and

  • Some products may be excluded from promotions.

We may cancel or change a promotion if there is an error, technical problem, misuse, or suspected fraud.

9. ORDER PROCESSING

Orders are normally processed within 1–3 business days.

Business days do not normally include weekends or public holidays.

Processing time is the time needed to confirm, prepare, and pack your order before shipment. It is separate from the delivery time.

During busy periods, sales, public holidays, or unexpected fulfilment delays, processing may take longer.

10. SHIPPING AND DELIVERY

Our estimated delivery time is 7–14 business days after processing.

Delivery times are estimates and cannot be guaranteed.

Delays may happen because of:

  • Shipping-carrier delays;

  • Customs processing;

  • Public holidays;

  • Severe weather;

  • Incorrect delivery information;

  • High order volumes;

  • Local delivery disruptions; or

  • Other events outside our reasonable control.

We work with third-party suppliers, warehouses, and fulfilment partners. Some products may be shipped directly from one of these partners.

Products in the same order may be sent separately. This means you may receive more than one package, and the packages may arrive on different days.

Where available, tracking information will be sent by email. Tracking may take several business days to update after shipment.

11. DELIVERY ADDRESS

You are responsible for providing a complete and correct delivery address.

Please contact us immediately at contact@ashvelle.com if you notice an address mistake.

We cannot guarantee that an address can be changed once an order has entered processing or been shipped.

Ashvelle is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer.

Additional delivery charges may apply if an order must be sent again because the original address was incorrect.

12. DELIVERED BUT NOT RECEIVED

A package may be marked as delivered when it has been left:

  • At the delivery address;

  • In a safe location;

  • With a neighbour;

  • At reception;

  • At a collection point; or

  • In another location approved by the customer or carrier.

If tracking says that your order was delivered but you cannot find it, please:

  1. Check around the delivery location;

  2. Ask other members of your household;

  3. Check with neighbours or reception;

  4. Contact the delivery carrier; and

  5. Email us at contact@ashvelle.com.

We will review the available tracking information and assist where reasonably possible.

13. CUSTOMS AND IMPORT CHARGES

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

These charges are decided by the destination country and are normally the customer’s responsibility unless we clearly state that they are included.

Ashvelle does not control customs charges or customs-processing times.

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

If a package is refused because customs charges were not paid, any refund will be handled according to our Refund Policy and applicable law. Shipping, customs, return, or handling costs may be deducted where legally allowed.

14. 30-DAY FREE RETURNS

Ashvelle offers free returns for 30 days.

The 30-day period begins on the date your order is delivered.

To request a return, email us at:

contact@ashvelle.com

Please include your order number and the reason for the return.

We will provide the return instructions and, where applicable, a free return label or another free return method.

Do not return a product to the address shown on the original parcel unless we specifically confirm that address. Our return address may be different from the address used to ship your order.

Returned products should normally be:

  • Unworn;

  • Unwashed;

  • Unused;

  • Free from stains, odours, or damage;

  • In their original condition; and

  • Returned with any original tags or packaging where reasonably possible.

Your legal rights regarding damaged, defective, incorrect, or misdescribed products are not affected.

15. NON-RETURNABLE PRODUCTS

For hygiene or safety reasons, certain products may not be returnable after they have been opened, worn, or had a hygiene seal removed.

These may include:

  • Underwear;

  • Swimwear;

  • Earrings;

  • Personalised products;

  • Custom-made products; and

  • Other hygiene-sensitive products.

Any return restriction will only apply where permitted by law.

Products that arrive defective, damaged, incorrect, or materially different from their description may still qualify for a remedy under applicable law.

16. REFUNDS

Once we receive and inspect an approved return, we will notify you about the refund.

Approved refunds will normally be sent to the original payment method.

Your bank or payment provider may require additional time to show the refund in your account. We do not control their processing times.

Original shipping fees may not be refundable unless:

  • The product was damaged;

  • The product was defective;

  • You received the wrong product;

  • The order was materially different from its description; or

  • Applicable law requires the shipping fee to be refunded.

17. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order after delivery.

If your product is damaged, defective, incorrect, or materially different from what you ordered, contact us at contact@ashvelle.com.

Please provide:

  • Your order number;

  • A description of the problem;

  • Clear photographs or video of the product; and

  • A photograph of the shipping label where relevant.

We may request additional information needed to review the issue.

Depending on the situation and applicable law, we may offer:

  • A replacement;

  • A full refund;

  • A partial refund; or

  • Another suitable solution.

Normal wear and tear, accidental damage, misuse, incorrect washing, or failure to follow care instructions are not normally considered product defects.

18. PRODUCT CARE

Please follow the washing, drying, ironing, and care instructions supplied with your clothing.

Ashvelle is not responsible for damage caused by:

  • Washing at an unsuitable temperature;

  • Using unsuitable chemicals or detergents;

  • Tumble drying when not recommended;

  • Incorrect ironing;

  • Colour transfer;

  • Improper storage;

  • Altering the product; or

  • Normal wear and tear.

This does not affect your rights if the product was defective when delivered.

19. WEBSITE INFORMATION AND ERRORS

We try to keep the information on Ashvelle.com accurate and up to date.

Occasionally, the website may contain errors involving:

  • Product descriptions;

  • Prices;

  • Sizes;

  • Colours;

  • Promotions;

  • Availability;

  • Shipping charges; or

  • Delivery estimates.

We may correct errors or update information at any time.

If an error affects an order you have already placed, we may contact you to offer a correction or cancel the affected product.

If we cancel a paid order because of an error, we will refund the affected amount.

20. INTELLECTUAL PROPERTY

The Ashvelle name, logo, branding, website design, product descriptions, photographs, videos, graphics, and other website content belong to Ashvelle or are used with permission.

You may use our website for personal shopping purposes only.

You may not copy, reproduce, sell, publish, modify, distribute, scrape, or commercially use our content without written permission.

Shopify’s name, logo, and trademarks belong to Shopify or its licensors.

All other trademarks belong to their respective owners.

21. CUSTOMER REVIEWS AND CONTENT

You may submit reviews, photographs, videos, comments, or other feedback.

By submitting content, you confirm that:

  • It is based on your genuine experience where relevant;

  • You own it or have permission to submit it;

  • It is not false, unlawful, abusive, or misleading;

  • It does not violate another person’s rights; and

  • Any payment or incentive connected to the review has been disclosed.

You give Ashvelle permission to use, reproduce, edit, publish, and display the content for operating and promoting our business.

We may remove or refuse content that breaks these Terms or applicable law.

22. THIRD-PARTY SERVICES AND LINKS

Our website may use services provided by third parties, including:

  • Shopify;

  • Payment providers;

  • Delivery companies;

  • Tracking providers;

  • Analytics tools;

  • Review platforms; and

  • Social-media services.

These third parties may have their own terms and privacy policies.

Our website may also contain links to third-party websites. Ashvelle is not responsible for the content, security, products, or practices of websites that we do not operate.

Please review the third party’s policies before using its services or making a purchase.

23. RELATIONSHIP WITH SHOPIFY

Ashvelle.com is powered by Shopify.

Shopify provides the platform used to operate our online store, but purchases made through Ashvelle.com are made directly between you and Ashvelle.

Shopify is not the seller of our products and is not responsible for product quality, fulfilment, delivery, returns, refunds, or customer support relating to purchases made from Ashvelle.

Nothing in this section limits any legal rights that cannot be excluded.

24. PRIVACY

We collect and use personal information according to our Privacy Policy.

Because our store is hosted by Shopify, Shopify may process information relating to your use of our website and purchases.

We may also share necessary information with service providers such as:

  • Payment processors;

  • Suppliers;

  • Warehouses;

  • Delivery companies;

  • Customer-support providers;

  • Analytics providers; and

  • Marketing platforms.

We only share information where reasonably necessary to operate the store, process orders, provide customer support, prevent fraud, or comply with legal requirements.

25. PROHIBITED ACTIVITIES

You must not use Ashvelle.com to:

  • Break any law;

  • Commit fraud;

  • Use stolen or unauthorised payment information;

  • Upload viruses or harmful code;

  • Interfere with the website’s security;

  • Collect another person’s information without permission;

  • Send spam;

  • Impersonate another person;

  • Harass or harm another person;

  • Copy or commercially exploit our website;

  • Place orders for unauthorised resale; or

  • Use automated systems that disrupt or overload the website.

We may block access, cancel orders, or suspend accounts where we reasonably believe these Terms have been broken.

26. WEBSITE AVAILABILITY

We aim to keep Ashvelle.com available and working correctly.

However, we cannot guarantee that the website will always be uninterrupted, error-free, or available.

We may temporarily suspend or change parts of the website for maintenance, updates, security, or operational reasons.

27. LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

To the fullest extent permitted by law, Ashvelle is not responsible for indirect or unexpected losses resulting from the use of our website or products.

This may include loss of profit, business, revenue, opportunity, savings, goodwill, or data.

Where our liability may legally be limited, our total liability relating to an order will normally not exceed the amount paid for the affected order.

We are not responsible for losses that were not reasonably foreseeable when the order was placed.

28. EVENTS OUTSIDE OUR CONTROL

We are not responsible for delays or failures caused by events outside our reasonable control.

These events may include:

  • Severe weather;

  • Natural disasters;

  • War or civil unrest;

  • Government restrictions;

  • Customs delays;

  • Public-health emergencies;

  • Carrier disruption;

  • Supply-chain problems;

  • Strikes;

  • Internet outages; or

  • Failure of third-party systems.

We will take reasonable steps to reduce the effect of such events where possible.

29. CLOSING OR SUSPENDING ACCESS

We may suspend or stop access to Ashvelle.com if:

  • These Terms are broken;

  • We suspect fraud or unlawful activity;

  • The website or our customers face a security risk; or

  • We are legally required to do so.

Any responsibilities or payments that existed before access was stopped will continue to apply.

30. CHANGES TO THESE TERMS

We may update these Terms when our services, policies, legal requirements, or business practices change.

The newest version will always be published on Ashvelle.com.

The “Last updated” date at the top of this page will show when the Terms were most recently changed.

Changes will not normally apply to orders that were already accepted before the change, unless required by law.

31. SEVERABILITY

If any part of these Terms is found to be invalid or unenforceable, the remaining parts will continue to apply.

32. GOVERNING LAW

These Terms are governed by the laws that apply to Ashvelle and its business operations.

Customers will continue to benefit from any mandatory consumer-protection rights that apply in their country of residence.

Nothing in these Terms requires a customer to give up legal rights that cannot lawfully be waived.

33. CONTACT US

For questions about these Terms, your order, shipping, returns, or refunds, contact us at:

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