Refund policy

Return Policy

• We accept returns on non-personalised items within 14 days of delivery, based on the tracking information. Unfortunately, if it’s been more than 14 days, we’re unable to offer a refund or exchange.

• Items must be unworn, unused, and in original condition (with tags attached) to be eligible for return. They must also be returned in their original packaging.

• We do not accept returns or exchanges on personalised, custom, sale, or clearance items unless they are faulty.

• Shipping costs are non-refundable. If your return is approved, the original shipping fee will be deducted from your refund.

How to Return an Item

1. Email us at hello@ashh.nz to request and receive approval for your return.

2. Once approved, return your item using a trackable shipping service. We can’t guarantee we’ll receive your return without tracking.

3. The return shipping cost is your responsibility, and original shipping fees won’t be refunded.

4. If we receive your return and it doesn’t meet the eligibility criteria, you’ll need to cover the cost to have it sent back to you.

Personalised Items

• We’re unable to offer returns or exchanges for personalised items unless they are faulty.

• You can view examples of our hand embroidery work and fonts on our website or Instagram to make sure you’re happy with your choices before ordering.

• Refunds will not be issued if items are damaged due to not following the care instructions, so please take a moment to review our care instructions for your item/s before washing or using.

Sale Items

 • All sale and clearance items are final sale and cannot be returned or refunded.

 Faulty or Incorrect Orders

• If something isn’t quite right or you believe your order is faulty, please contact us at hello@ashh.nz within 7 days of receiving your order.

• Include your order details and a brief description (or photo) of the issue so we can sort it out for you quickly.

Processing Refunds

• Once your return is received and approved, your refund will be processed back to your original payment method.

• Banks can take 5–7 business days to process the refund on their end, so please allow a little time for it to show up.