RETURNS & EXCHANGES
NB: This 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 its 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.
Shoes, however, must be worn only on carpeted indoor surfaces or they will be deemed unsuitable for return. Worn, used, or damaged merchandise will not be accepted for refund or exchange. The shoes must also be returned unmarked in the original packaging as the box is considered part of the product and no refunds or exchanges will be allowed if the packaging is missing.
Returning within Australia
Within the 30 day guarantee period, you are eligible for free returns and all return shipping costs will be covered by ASHLEY LIM if you are returning within Australia. After the guarantee period, you are responsible for your own return shipping costs.
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.
What is the process for returns and exchanges?
1. Email [email protected] with your proof of purchase.
2. Re-pack your items in their original condition with all of its packaging exactly as you received it.
3. 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 as ASHLEY LIM does not accept responsibility for missing goods.
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 items are assessed on return, and cannot be accepted if they are not in original condition.
For orders where your products may be faulty or the item delivered is not what you ordered, please contact us at [email protected] where you will be advised of the return process.
If you have purchased your shoes from one of our external stockists, please contact the relevant stockist directly as all stockists are independent from ASHLEY LIM and so maintain their own return and exchange policies and procedures.
How long will it take to process my refund?
Please allow up to 10 business days to receive your refund, once your order has been returned and processed in addition to the time it takes for your financial institution to process the order. Your order will be refunded in accordance to the original payment method of the order.
What if a product is faulty?
ASHLEY LIM takes the upmost care in individually handcrafting every pair of our shoes. If you find our products faulty we will try to rectify the problem for you as quickly as possible, please email us at [email protected]
Returns will be accepted if the products are proved faulty the proof of purchase is required. The products will undergo quality assessment, and the return will be processed once it is determined that the product is faulty.
If you are an international customer or an Australian customer returning your product after 30 days, you 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 at time of purchase. 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 exchange a pair of shoes after 30 days?
If you would like to exchange your shoes for a different size, they can be exchanged on the condition that the shoes and the packaging are still in new condition. You are responsible for the shipping costs, and we recommend that you have the parcel registered for tracking. We will only send out a pair of replacement shoes after we have received the original pair.
What is the process of returning a gift?
The return process does not change if a gift is being returned. The refund on a returned item is always credited to the original purchaser's method of payment used to purchase a gift. We are happy to facilitate an exchange on style or size.
RETURNS FOR JEWELLERY
Please note any jewellery purchase is not covered by our 30 Day Guarantee, 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.
We cannot accept 'change of mind' returns for earrings due to hygiene reasons.
MADE TO ORDER, CUSTOMISED & SPECIAL DISCOUNT OFFERS
All Made to Order, Customised and Special Discount Offers are strictly non-refundable so please choose carefully. All items 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 fault is determined to be original and not the result of wear and tear.
If at any time you need to cancel or alter an order, please contact us as soon as possible. Customer service is our priority and we will do everything we can to accommodate your request; however, our systems are designed to fulfil orders quickly and efficiently. Once an order has entered the shipping process, we can no longer make any changes or accept any cancellations.
For further information on this or any other policy, please contact us via email.