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RETURN POLICY

NB: the following return policy applies to products purchased directly from the website www.ashleylim.co

 

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.

 

RETURNING YOUR ORDER

Within the 30 Day Guarantee period, if you wish to return a product due to a change of mind, you are responsible for the costs associated with shipping. We will provide you with a refund or credit to the value of the product purchased less any shipping related charge. 

WHAT IS THE PROCESS FOR RETURNS AND EXCHANGES?

1. Email concierge@ashleylim.co with your proof of purchase.

2. Your email will be responded within 24 hours. Please send the product to the return address provided in our correspondence. 

We strongly recommend using a shipping method that is insured and trackable in the event of theft or loss during the delivery. ASHLEY LIM can 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 stockists, please contact the stockist you purchased from directly since 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 I HAVE RECEIVED A FAULTY PRODUCT?

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 concierg@ashleylim.co.

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 expired, unfortunately, we cannot accept returns nor offer an 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 returns or exchange.

The product may be exchanged 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.

 

CUSTOMER SERVICE

Any questions about fit, size availability or simply a general inquiry? Please contact us at concierge@ashleylim.co and we will endeavour to get back to you as soon as possible.