FAQ’s
Frequently Asked Questions
How long will my order take to ship?
All personalised items are made to order, so please allow 7–20 business days for your embroidery to be completed. Unpersonalised items are shipped within 1–2 business days. For the most up-to-date turnaround info, check our Instagram bio.
Do you ship internationally?
Yes! We ship worldwide. Shipping costs are calculated at checkout for international orders. Please note that customs fees or import duties (if any) are the buyer’s responsibility.
Do you offer free shipping?
Sure do!
• NZ + Australia: Free shipping on all orders over $159 NZD
• Flat rate shipping is available for smaller orders:
• New Zealand Urban: $11.50
• New Zealand Rural: $15.00
• Australia: $20.00
Can I return my order?
We accept returns on non-personalised items within 14 days of delivery, as long as they’re in original, unworn condition with tags still attached. Personalised, custom, and sale items are final sale unless faulty.
For full details, check out our Returns Policy.
Can I cancel or change my order?
If you’ve made a mistake or need to change something, please email us at hello@ashh.nz ASAP. If your order hasn’t gone into production yet, we’ll do our best to help!
What if my order arrives damaged or incorrect?
Oh no! We’re so sorry. Please email hello@ashh.nz within 7 days of receiving your parcel with your order number and a photo if possible, and we’ll get it sorted quickly.
Can I see what the embroidery looks like before ordering?
We have lots of examples of our embroidery work and fonts over on our Instagram page. If you’re unsure about anything, feel free to message us — we’re happy to help!
How do I care for my embroidered pieces?
To keep your knits looking beautiful please see our ‘Care Instructions’ page for a detailed overview.
Do you offer Afterpay?
Yes! You can use afterpay at checkout.
Can I get the name/writing on the back of the sweater?
Yes absolutely! Just leave your request in one of the text box’s on the listing or in the notes at checkout.
