Buying guide
RETURNS
Once you have received your purchase you have 15 days to request an exchange or a refund.
Beyond these 14 days, our return policy allows you to return items for an exchange or voucher during the first 30 days from the arrival of your order at destination if you are not completely satisfied.
In the changes or returns of product, the shipments will have to be made to FREIGHT PAID. As soon as we receive the product and check it, we will proceed to send you your new product without shipping cost or make the payment.
Items for return or exchange must comply with our Returns Policy:
- Items must be returned unused, unwashed, undamaged and with their original labels and packaging.
- Footwear and accessories must be returned in the original box and protective bag of the brand and must be sent inside a protective box or bag. Please do not send the original bos of the item unprotected, do not put tape directly on it and do not put the shipping label directly on it. If the original bos is damage for such reasons, the return will not be accepted.
- When you try on footwear, please be careful not to mark the soles or damage their box.
- If the item has a safety label on the sole or a brand label, you must leave it in its original place.
Please be careful when trying on the pieces as, if you wish to return them, they must be in the same condition in which you received them. If the return does not comply with our Policy, it will not be accepted.
For the changes, once received the product in the appropriate time, will be generated a coupon voucher for the value of the purchase made. This coupon can be redeemed on our website for a period of one year
Please note, any charges incurred for returning goods back to us are the responsibility of the customer. Postage costs are non refundable however if you wish to exchange your goods for another product, we would deliver this exchange free of charge upon receipt of the returned goods (excepting Canary Islands).
Returned goods in all circumstances must be in brand new condition, unworn and undamaged, with all original packaging and labels. In addition, shoes should not have been tried on a hard surface, which may have scratched the soles of the shoes. Regrettably, any signs of wear will mean that the goods are deemed non-returnable.
Should you wish to return your goods for a refund, exchange or credit note for whatever reason, you may do so in subject to the following returns policy. Failure to follow the below procedures in regards to returns may result in non-acceptance.
PLEASE NOTE:
- Exchanges will be completed on the next working day of the item(s) being received back at our warehouse. An email will be sent to confirm.
- You will receive your refund credit within 8 working days of the item(s) being received back at our warehouse. An email will be sent to confirm that we have processed your return.
- Regarding colours and Textures Represented on www.ashspain.com, we have made every effort to display as accurately as possible the colours of our products on the website and to portray the texture of the materials. However, please note that the colour of products depends on the settings of various monitors and that texture on some of our natural leather products can vary slightly.
A. SPAIN Returns Policy
Firstly we request that you kindly contact our returns department on customerservice@ashspain.com, with you order reference number (WEB*****) to hand, to request a Returns Authorisation Code.
In the case of defective or incorrect merchandise, ASH Spain reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement or exchange.
When we ship your order we provided returns form. If you have mislaid your Returns Form, please request it to our team at the email customerservice@ashspain.com
Once you have obtained your Returns Authorisation Code, kindly make note of this, as well as all other relevant information in the correct areas on the returns form. Once completed, add this to your parcel and ship along with the goods to be returned.
Please ship returns to:
ASH
Avenida Diagonal 435, Local Tienda ASH
08036 - BARCELONA
Horario 11:00 a 20:00
No postage due will be accepted.
Customers are liable for any losses incurred whilst returning a product to us so we suggest that a trackable form of delivery is used to safeguard your products.
All refunds are processed back onto the original payment method used when purchasing.
In the rare case that our customers have received faulty goods, the fault must be highlighted to Ash Spain within 30 days of the date of purchase.
This returns policy does not affect your statutory rights.
B. INTERNATIONAL Returns Policy
Firstly, we request that you kindly contact our returns department on customerservice@ashspain.com, with your order reference number to hand, to request a Returns Authorisation Code.
In the case of defective or incorrect merchandise, ASH Spain reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement or exchange.
When we ship you order we provided an international returns form which includes a customs return label which must be placed outside the returned package.
If you have mislaid your International Returns Form, please request it to our team at the email customerservice@ashspain.com
Once you have obtained your Returns Authorisation Code, kindly make note of this, as well as all other relevant information in the correct areas on the returns form. Once completed, add this to your parcel and ship along with the goods to be returned.
Please ship returns to:
ASH
Avenida Diagonal 435, Local Tienda ASH
08036 - BARCELONA
Horario 11:00 a 20:00
Customers are liable for any losses incurred whilst returning a product to us so we suggest that a trackable form of delivery is used to safeguard your products.
All refunds are processed back onto the original payment method used when purchasing.
In the rare case that our customers have received faulty goods, the fault must be highlighted to Ash Footwear within 30 days of the date of purchase.
This returns policy does not affect your statutory rights.