Shipping & Returns

RETURNS/REFUND POLICY:

For orders placed on or after March 30th, 2025

We want you to be completely satisfied with your purchase at Ashlen. If for any reason you're not happy with your items, we offer free returns for store credit under the following conditions:

1. Eligibility:
   Returns must be requested within 14 days of the delivery date to be eligible for store credit.

2. Condition of Items:
   All returned items must be in new, unused condition and in their original packaging. This includes all product tags, labels, and accessories. We cannot accept returns for items that have been used, altered, or damaged.

3. How to Return:
   To initiate a return, please contact our customer service team at hello@ashlen.co with your order number and the items you'd like to return. You will receive a prepaid return shipping label for your return.

4. Store Credit:
   Once we receive and inspect your returned items, you will receive store credit for the full purchase price of the returned items. The store credit will be issued to your account and can be used for future purchases. 

5. Exceptions:

   • We are unable to accept returns for sale items, gift cards, or personalized products.

   • The original packaging requirement is strictly enforced. If the packaging is damaged or missing, we will not be able to process your return for store credit.

6. Exchanges:
   If you wish to exchange an item for a different size or color, we recommend returning the original item for store credit and placing a new order.

7. Non-Returnable Items:
   For hygiene and safety reasons, certain products such as jewelry are non-returnable.

8. Multiple Returns:
   Return policy above is applicable only to your first return request. Return shipping will be covered by the customer after the first return.

9. Questions:
   If you have any questions about our return policy or need assistance, feel free to reach out to our customer service team at hello@ashlen.co. We’re here to help!

For orders placed before March 30th, 2025:

You have 30 days to return your order to receive a refund or replacement according to the policy below. If you wish to return for any reason within 30 days, please email hello@ashlen.co to begin the process. To qualify for this full refund, you must make sure your order is unopened, unused, in perfect sellable condition. All refunds will be subject to a 20% restocking fee. If it does not meet these requirements, we will not accept the return and it will not be refunded. Any refusals of delivery will not be refunded and must follow our return process stated here.

1. You will be responsible for any costs associated with returning the item to us such as shipping costs to our US warehouse. 
2. We are not responsible for the item if the error was made by you or the carrier. Which includes but not limited to, incorrect variants ordered, incorrect address/info at checkout, change of Mind.
3. To initiate your return, please email hello@ashlen.co with your order #. We will provide additional instructions which includes our warehouse address. All returns must be initiated via email to qualify for a refund. Failure to do so will result in your return being lost or delivered to an incorrect address. Orders shipped back to the address on the shipping label will not qualify for a refund unless confirmed by our returns team via email.
4. If your product arrives with a manufacturing defect, we will gladly send you a replacement. Please contact Customer Support at hello@ashlen.co with a brief description of the problem and video/image of the defect - we will assist you with replacing your product.
5. Your refund will be processed as soon as the product is received by our Quality Assurance team who confirms it fits within our Return Policy. It may take up to 7 business days to show up depending on which bank/service you've used.
6. Return requests for orders received and delivered after 30 days will be politely declined. We hope you understand. If 30 days have gone by since your order has been delivered, unfortunately we can’t offer you an exchange or a refund.

Exchange Request 

We do not accept exchanges at this time.

PROCESSING TIME

The order processing time is 1-3 business day*. Processing includes checking, packing, and sending your orders to the post-office.  After all these procedures, the tracking number will be provided to you via email. 

PLEASE NOTE:
- Shipping times are not under our control and cannot be guaranteed.
- Tracking info can take 3-5 business days to update even after your order has already been shipped.
- It is not uncommon for carriers to mark your order "delivered" before it is in your mailbox. Please allow an additional 2 business days to receive your package.

SEPARATE SHIPMENTS

When you order multiple items at a time, they may be shipped separately so they get to you faster. Due to warehouse locations and product availability, items may be shipped in separate shipments. You may receive one item before the next. We do this so that you can get your items as fast as possible. In this case, you will be provided with two or more tracking numbers. 

All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.  

MODIFYING ORDERS

Unfortunately, once your order is placed, we cannot edit it. This is because we aim to process orders as fast as possible so that you can receive it as fast as possible.

MISSING ORDERS

If your order tracking says it was delivered but you cannot find it, please email us at hello@ashlen.co with your order number and confirmation of your shipping address. Please note, if your shipping address does not match the shipping address you used at checkout, we cannot refund or replace your order.

DEFECTIVE ORDERS

If your order was received defective, please send us pictures/videos within 30 days. These problems can happen and are totally normal. We pride ourselves on our quality standards and will do right by you if your item should arrive defective. Please note, defective items only qualify for a replacement. Please see our return policy for more info.

ORDER PAYMENT

All payments in USD unless otherwise shown in your local currency. Please be sure to check the currency at checkout to confirm which currency you are being charged in.