Please note this return policy applies to products purchased directly from the website www.ashleylim.co and ASHLEY LIM flagship store in Castlecrag, Sydney.
30 DAY GUARANTEE
ASHLEY LIM offers ‘30 Day Guarantee’ policy as part of our commitment to providing extraordinary customer experience. This policy allows customers anywhere in the world to try their choice of ASHLEY LIM shoes in the comfort of their own home and to return them for a full refund or exchange if sent back in its original packaging in ‘like new’ condition within 30 days from the date of shipment.
Please try your new ASHLEY LIM shoes on a clean and carpeted indoor surface. Worn, used, or damaged merchandise will be deemed unsuitable for return and not be accepted for a refund or exchange. The shoes must also be returned unmarked in the original packaging as the packaging is considered part of the product and no refunds or exchanges will be allowed if the packaging is missing.
Please kindly allow 10 business days from the date we receive your package for returns to be processed. We can accept returns for online orders at our Sydney store as well.
Please note all returns are subject to a $9.95 restocking fee.
Returning within Australia
Within the 30 Day Guarantee period, you are eligible for free returns if returning within Australia. After the guarantee period, the return costs are the responsibility of the customer.
Returning from Overseas
Within the 30 day guarantee period, you are eligible for returns and a full refund for only the cost of the shoes. We do not refund the shipping cost on any overseas orders. The costs associated with the return are the responsibility of the customer.
What is the process for returns and exchanges?
1. Email [email protected] with your proof of purchase. If you are eligible for free returns, a return shipping label will be emailed to you.
2. If the return is not covered by ASHLEY LIM, please send your products to:
100 Edinburgh Rd
Castlecrag, NSW 2068
We recommend using a shipping method that is insured and trackable in the event of theft or loss during the delivery for your own safety. ASHLEY LIM does not accept responsibility for missing goods.
3. Re-pack your products in their original condition with all of its packagings as you received it. Please make sure to ship out the goods within the guarantee period to be eligible for returns.
4. An email notification will be sent when your return has been processed successfully.
Please take care when trying on your purchases and return them in the same condition that they were delivered to you, as all products are assessed upon return, and cannot be accepted if they are not in its original condition.
If you have purchased your shoes from one of our external stockists, please contact the relevant stockist directly as all stockists are independent of ASHLEY LIM, and maintain their own return and exchange policies and procedures.
How long will it take to process my refund?
Your refund will be processed in accordance with the original payment method as shown on the proof of purchase. Once your order has been returned and processed, please allow up to 10 business days to receive your refund in addition to the time it takes for your financial institution to process the refund.
What if a product is faulty?
We are proud of our shoes, and we believe in our craftsmanship, materials, and designs.
In the unlikely event, you find your new ASHLEY LIM shoes faulty we will try to rectify the problem for you as quickly as possible, please email us at [email protected].
We offer a full refund if the products are proved faulty within our guarantee period. Outside the guarantee period and up to 1 year from the date of purchase, you'll be offered an exchange if the products are proved faulty.
The returned products will undergo quality assessment, and the return will be processed once the defect is determined to be original and not the result of general wear and tear, damage caused by accident, misuse, neglect or failed repair attempts.
The customer will initially be responsible for the cost of shipping, although this cost will be reimbursed once it has been determined that the product is faulty. Please provide a delivery receipt to ensure that the return cost is reimbursed.
If a return or exchange is denied, you will be notified via the email address you supplied. Within 7 days of this notice, you may request that the merchandise be shipped back to you at your expense. You must specify the method of payment for shipping when you make your request to have the merchandise returned to you. If ASHLEY LIM does not hear from you within this 7 day period, we will dispose of the merchandise on your behalf.
Can I return a product after the guarantee period?
If our guarantee period has gone by, unfortunately, we cannot accept returns nor offer a refund/exchange.
What is the process of returning a gift?
The return process does not change if a gift item is being returned. The refund on a returned product is always processed to the original purchaser's method of payment used to purchase a gift. We are happy to facilitate an exchange on style or size in accordance with our return policy herein.
MADE TO ORDER, CUSTOMISED & SPECIAL DISCOUNT OFFERS
All sales from Made to Order, Customised and Special Discount Offers are considered as final and not eligible for return, exchange or store credit regardless of size.
The products may be exchanged for an alternative product within the 30 Day Guarantee period if the goods in question are found to be faulty as long as the defect is determined to be original and not the result of wear and tear.
RETURNS FOR JEWELLERY
Please note any jewellery purchase is not covered by our guarantee period, and the customer is responsible for the cost of return. Please refer to the separate policy in the 'Shipping & Returns' section within the respective product page.
If you would like to return your jewellery, please contact us within 7 days of receiving the items and return them within 7 days of notifying us.
Please note that we cannot accept 'change of mind' returns for earrings due to hygiene reasons.
Any questions about fit, size availability or simply a general inquiry? Please contact us at [email protected] and we will endeavour to get back to you as soon as possible.