Refund policy

Last updated: August 21, 2026

This Refund and Return Policy explains how returns, exchanges, and refunds work at Ashford & Crowe, operated by Ashford & Crowe (ashfordcrowe.com), based in Worldwide. Because we sell and ship worldwide and some of our products are fulfilled directly by our suppliers, please read this policy carefully before placing an order. By purchasing from Ashford & Crowe, you agree to the terms described below.

Your Consumer Rights

Nothing in this policy limits or removes any rights you may have under the mandatory consumer protection laws that apply to you. Where local law grants you stronger rights than those described here, those legal rights always take precedence. In particular, if an item is defective, damaged, or not as described, you are entitled to a remedy at no cost to you, as set out in the section below on damaged, defective, or incorrect items.

Return Eligibility and Return Window

You may request a return within 30 days of the date your order was delivered. To be eligible, your request must be submitted within this window by contacting us at support@ashfordcrowe.com. Requests made after the return window has closed may not be accepted, except where a longer period is required by the law that applies to you.

Condition of Items for Return

To qualify for a return, items must meet all of the following conditions:

Unused and unworn, in the same condition in which you received them.
In the original packaging, undamaged and complete.
With all tags, labels, and protective seals attached.
Accompanied by proof of purchase, such as your order number or receipt.

Items returned in a used, damaged, incomplete, or altered condition (where the item itself was not faulty) may be refused or may qualify only for a partial refund.

Non-Returnable and Final-Sale Items

Certain products cannot be returned or refunded for health, safety, or practical reasons, unless they arrive damaged, defective, or incorrect. These include:

Perishable goods (for example food, flowers, or other items with a limited shelf life).
Personal care and hygiene products (for example cosmetics, skincare, grooming, or intimate items) once opened or unsealed.
Custom, made-to-order, or personalized items.
Digital products and downloadable content.
Gift cards.
Items clearly marked as final sale or clearance at the time of purchase.

Order Cancellation

If you change your mind after placing an order, contact us at support@ashfordcrowe.com as soon as possible. Orders are usually prepared for dispatch within 1 to 3 business days, so we can often cancel or amend an order that has not yet been processed. Once an order has been dispatched, it can no longer be cancelled, and you will need to follow the standard return process described in this policy. As a general guide, delivery takes around 3 to 7 business days for domestic orders and 7 to 20 business days for international orders, and your return window begins on the date your order is delivered.

How to Start a Return

To begin a return, contact our support team at support@ashfordcrowe.com with the following information:

Your order number.
The name of the item or items you wish to return.
The reason for the return.
Clear photos of the product, if it is damaged, defective, or incorrect.

Once we receive your request, we will review it and reply with the next steps, including the correct return address and any instructions. Please do not send items back before receiving confirmation from us, as returns sent without prior approval may not be processed. Because some orders are shipped from different fulfilment locations, the return address we provide may differ from the address printed on your original package.

Who Pays for Return Shipping

Customers are responsible for return shipping costs, except where the item received was defective, damaged, or incorrect. In those cases, Ashford & Crowe will cover the reasonable cost of return shipping or provide a prepaid label, so that you are never out of pocket for our error.

We recommend using a trackable shipping service and, where appropriate, purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and original shipping charges are non-refundable unless the return is due to our error.

Restocking Policy

Most returns are processed without a restocking fee. However, we reserve the right to apply a reasonable restocking fee, or to issue a partial refund, for items that are returned incomplete, without original packaging, or with signs of use. No restocking fee will ever apply to items that are defective, damaged, or incorrect. Where a restocking fee applies, we will inform you before completing your refund.

Exchanges

If you would like a different size, color, or variant, the fastest option is usually to return the eligible item for a refund and place a new order for the item you want. If you prefer a direct exchange, contact us at support@ashfordcrowe.com and we will let you know whether an exchange is available for your product. For exchanges that are not the result of a defective, damaged, or incorrect item, return shipping costs are the responsibility of the customer.

Damaged, Defective, or Incorrect Items

We want you to receive your order in perfect condition. If your item arrives damaged, defective, or you received the wrong product, please contact us at support@ashfordcrowe.com within 30 days of delivery and include:

Your order number.
A description of the problem.
Clear photos or video showing the damage, defect, or incorrect item, along with the packaging where relevant.

Once we confirm the issue, we will make it right at no additional cost to you. You may choose a free replacement, a reshipment of the correct item, or a full refund. In these cases, we will also cover any return shipping that is required, either by providing a prepaid label or by reimbursing your reasonable return postage. You will never be asked to pay to resolve a problem that was our fault.

Refund Method

Approved refunds are issued to your original payment method. We are unable to refund to a different card, account, or payment method than the one used for the original purchase. Refunds are processed in your local currency, and any difference in the final amount you receive due to currency conversion or bank fees is outside our control.

Refund Processing Time

Once we receive and inspect your returned item, or once we approve a refund for a damaged, defective, or incorrect item, we will notify you of the outcome. If approved, your refund will be processed within 5 to 10 business days. Please note that after we issue the refund, it may take additional time for your bank or payment provider to post the funds to your account.

Partial Refunds

In some situations, only a partial refund may be granted. This may apply to:

Items returned outside the stated conditions (used, missing parts, or without original packaging).
Items with damage not caused by our error.
Returns where a restocking fee applies.

Where a partial refund applies, we will explain the reason and the amount before finalizing it.

Late or Missing Refunds

If you have not received a refund that we have confirmed as issued, please take the following steps:

Check your bank account or payment method again.
Contact your credit card company or payment provider, as there is often a processing delay before a refund is officially posted.
Contact your bank, as some institutions require additional time to complete the transfer.

If you have done all of this and still have not received your refund, please contact us at support@ashfordcrowe.com and we will help you resolve it.

Gifts

If an item was marked as a gift when purchased and shipped directly to you, any approved refund is issued to the person who originally placed and paid for the order, using their original payment method. If you received a gift and it is faulty or incorrect, please contact us at support@ashfordcrowe.com and we will help arrange a suitable remedy.

Changes to This Policy

We may update this Refund and Return Policy from time to time to reflect changes in our practices or in applicable law. The version in force at the time of your purchase governs that order. Any updates take effect once posted on ashfordcrowe.com, and the date at the top of this page shows when it was last revised.

Governing Law

Because we sell and ship worldwide, this policy always respects the mandatory consumer protection rights you have in your own country of residence. Where local consumer law provides you with greater protection, that law continues to apply to you.

Privacy

Any personal information you share with us when requesting a return, exchange, or refund is handled in line with our Privacy Policy and used only to process and support your request. For questions about how we handle your data, contact us at support@ashfordcrowe.com.

Contact Us

If you have any questions about this Refund and Return Policy, or you need help with a return, exchange, or refund, please reach out to us:

Store: Ashford & Crowe (Ashford & Crowe)
Support email: support@ashfordcrowe.com
Website: ashfordcrowe.com

We aim to respond to all return and refund enquiries as quickly as possible and to make the process simple and fair.

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