Return Policy

At Ashford & Lane, we do everything we can to keep our customers happy. However, there may be times when you want to return a product. Below, we clearly explain our return policy. We're happy to help — if you have any questions, please contact us first at info@ashfordnlane.com.

1. How We Operate

Ashford & Lane operates on a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not maintain a large inventory of our own: items that are out of stock are shipped directly from our supplier (based in China). This means that returns must also be sent to our supplier's return address in China.

2. Timeframe and Notification

  • You can request a return within 14 days of receiving the item by contacting info@ashfordnlane.com.
  • You can only request a return after you have physically received the item.
  • When submitting your request, always include your order number and a valid reason for the return.
  • Upon approval, we will provide you with our supplier's return address.

3. Terms and Conditions

  • A valid reason for the return is always required.
  • Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
  • Trying on is allowed, but wearing is not.
  • Discounted (sale) items cannot be returned without a valid reason.
  • Purposely ordering multiple sizes with the intention of returning (some of them) is not permitted.
  • Certain items are excluded from return for hygienic reasons (such as underwear, swimwear, and jewelry), unless unopened and unused.

3.1 Final Sale Items (40% Discount or More)

Products purchased with a discount of 40% or more are considered Final Sale items and cannot be returned or exchanged, unless the item is defective, damaged upon arrival, or you have received the wrong item. By purchasing a Final Sale item, you acknowledge and agree that these products are excluded from our standard return policy.

4. Return Costs and Process

  • Return costs are entirely the customer's responsibility, including international shipping and any customs fees.
  • The item must be returned to our supplier's return address in China.
  • The customer is responsible for shipping, costs, and tracking the return shipment.
  • We always recommend using a shipping method with track & trace; without proof of shipment, we cannot process a return.
  • Buyers are responsible for selecting their own shipping method for the return, including customs clearance. Buyers must not use a shipping method that requires the recipient (our warehouse) to clear customs themselves; if this occurs, our warehouse will not be able to receive the returned goods, and the return cannot be processed.

5. Customer-Friendly Interim Solution

Since international returns can be expensive and time-consuming, we'd be happy to work with you to find a suitable interim solution (such as a partial refund or discount), which we'll agree upon via email. Please always contact us first at info@ashfordnlane.com before returning anything.

6. Defective, Incorrect, or Damaged Item

If there is a problem with your order for example, the size, fit, or quality please send us an email within 14 days of receipt, including clear photos and a description of the issue. Without photos and a description, we cannot process your complaint, and you will not be entitled to a return or refund. With this information, we will find a suitable solution as soon as possible.

7. Refunds

A refund can only be issued after the item has been received and approved at the return address in China. Upon approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refunded.

8. Cancellations

Once an order has been placed and processing has begun, we are unable to guarantee that it can be cancelled or modified. If you wish to cancel your order, please contact us as soon as possible at info@ashfordnlane.com. We will do our best to accommodate your request if the order has not yet shipped.

We kindly ask that you contact us first at info@ashfordnlane.com if you have any question or issue with your order, so we can find a solution together. This helps us resolve issues quickly and avoid unnecessary delays. Please note that initiating a chargeback with your bank or card provider before giving us the opportunity to resolve the issue may delay the resolution process, as we will need to respond to the chargeback claim directly with your payment provider.

9. Liability

  • We are not responsible for lost packages if the tracking information indicates that the item has been delivered to the address provided by the customer.
  • An incorrectly provided address is the customer's responsibility.
  • Errors in the address must be reported within 24 hours of placing the order via info@ashfordnlane.com.