Returns and Refund Policy

At Ashford & Lane, we want you to feel comfortable shopping with us. This policy explains how returns, refunds and our 30 day money back guarantee work. It applies to purchases made through https://ashfordnlane.com/.

Your rights under the Australian Consumer Law are not excluded or limited by this policy.

1. How our orders are fulfilled

Many of our products ship directly from our overseas suppliers, which means delivery can take longer than from a local store, and some returns must be sent to our supplier's return address, which is currently located in China. We explain this so you know what to expect before you order. If you have any questions before buying, please email us at info@ashfordnlane.com.

2. 30 day money back guarantee

If you are not happy with your order, or something is not quite right, please contact us within 30 days of receiving your order.

To start a request, email info@ashfordnlane.com with:

1. Your full name
2. Your order number
3. The email address used for the order
4. The reason for your request
5. Clear photos of the item and packaging if the item is damaged, faulty, incorrect or not as described
6. Any other details that help us assist you

Our team will review your request and reply with the next steps.

Please do not send any items back before contacting us. All returns must first be approved by email, and we will provide the correct return instructions and address.

3. Change of mind, size and fit returns

If you change your mind, the item doesn't suit you, or the size isn't right:

• Returns must be approved by us first.
• The customer is responsible for return shipping costs.
• If the approved return address is with our supplier in China, you are responsible for arranging and paying for tracked shipping to that address.
• A refund is processed once the returned item has been received and confirmed by the supplier or return location.

Alternatives to returning overseas. Because international return shipping can be expensive and slow, we may offer an alternative instead, such as a partial refund where you keep the item, store credit, or an exchange. These offers are optional. You are free to decline them and choose a standard return instead.

4. Faulty, damaged, incorrect or not-as-described items

If your item arrives damaged, faulty, incorrect, or does not match its description or photos, please contact us as soon as possible at info@ashfordnlane.com with your order number, a description of the problem and clear photos of the item and the packaging.

We will work with you to find a suitable solution. If your item does not meet the consumer guarantees under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy. We will confirm the next steps with you before you send anything back.

5. Tracking and condition of returns

For an approved return:

• Please use a tracked shipping service and send us the tracking details.
• A refund can only be processed after the item has been received and confirmed by the supplier or return location.
• If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to approve a change-of-mind refund. This does not apply to faulty or not-as-described items, where we will work with you on a fair solution.

For change-of-mind returns, items should be unworn, unwashed, unused and in original condition, with tags and packaging where possible. Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted.

6. Items not eligible for change-of-mind returns

• Gift cards
• Final sale items (see below)
• Personal or hygiene related items
• Items that have been worn, washed or used
• Items returned without approval

This does not limit your rights under the Australian Consumer Law for faulty or not-as-described items.

Final sale items

Items sold at a discount of 60% or more off the original price are final sale and are not eligible for change-of-mind, size or fit returns or exchanges. Final sale items are clearly marked on the product page and at checkout before you buy.

This does not limit your rights under the Australian Consumer Law if an item is faulty, damaged, not as described, or otherwise fails a consumer guarantee.

7. Ordering multiple sizes or variants

You are welcome to order multiple items. However, our policy is not intended as a try-at-home service where several items, sizes, colours or other variants of the same product are ordered with the intention of keeping only one and returning the rest. The same applies to ordering different variants (for example, different colours, prints or styles) to compare them. If you need help choosing a size or variant, please check the product descriptions and size information, or contact us before placing your order.

If you later wish to return an item because you changed your mind, the change-of-mind conditions and return shipping costs in section 3 apply. This does not affect your rights under the Australian Consumer Law for faulty or not-as-described items.

8. Refunds

Once a return is received and approved, we will notify you by email. Approved refunds are issued to your original payment method, and original shipping costs are refunded only where you are entitled to this under the Australian Consumer Law. Please allow time for your bank, card provider or payment provider to process the refund.

9. Exchanges

We may offer an exchange or another solution depending on the situation and product availability. Please contact info@ashfordnlane.com and we will let you know your options.

10. Order cancellations

If you need to cancel your order, please contact us as soon as possible at info@ashfordnlane.com. If your order has not yet been processed or shipped, we will do our best to cancel it. If it has already been processed or shipped, cancellation may no longer be possible, but you may still request a return under this policy.

11. Delivery problems

If your parcel is delayed, lost or marked as delivered but not received, please contact us at info@ashfordnlane.com. We will investigate with the carrier and supplier and work with you on a solution. Please make sure your delivery address is correct when ordering and let us know of any errors as soon as possible.

12. Contact us

For return, refund or order questions: info@ashfordnlane.com

We always do our best to reply as quickly as possible.