Refund policy

Return & Cancellation Policy

Please review our Return & Cancellation Policy carefully before placing an order. By placing an order with Ashford & Lane London, you agree to the terms outlined below.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Orders can be cancelled free of charge only if they have not yet been processed or shipped. Most orders are processed within 12 hours of purchase, although processing times may vary during busy periods.

To request a cancellation, email support@ashfordandlanelondon.com and include:

Your order number.
A request to cancel your order.

Please note: Once an order has been processed or dispatched, it cannot be cancelled because it has already entered our fulfillment process.

Returns

Return Window

We accept returns within 30 days of the delivery date.

Returns requested after 30 days from delivery are not eligible for a refund or exchange.

Return Eligibility

To be eligible for a return, items must be:

Unworn, unused, and undamaged.
In their original packaging.
Returned with all original tags attached.

Items showing signs of wear, washing, alterations, stains, perfumes, or other damage may not qualify for a refund.

For hygiene reasons, underwear, lingerie, tights, bodysuits, and personal care items cannot be returned unless they arrive damaged or defective.

Return Authorization Required

All returns must be requested and approved before being shipped.

Returns sent without prior authorization may be refused or may not qualify for a refund.

How to Start a Return

To request a return, email support@ashfordandlanelondon.com with:

Order number.
Reason for the return.
Photos of the item (if damaged, defective, or incorrect).
Your contact information.

If your return is approved, we'll provide return instructions and the correct return address.

Please do not send items back to the shipping address shown on your package unless instructed to do so.

Return Shipping Costs

Customer-Initiated Returns

If you're returning an item because you ordered the wrong size, color, style, or changed your mind, you're responsible for the cost of return shipping.

Damaged, Defective, or Incorrect Items

If we sent you the wrong item or your item arrived damaged or defective, we'll cover the return shipping costs and, where appropriate, send a replacement at no additional cost.

Return Shipping & Tracking

We recommend using a tracked shipping service for all returns.

Customers are responsible for ensuring returned items reach our return address.

We are not responsible for returns that are:

Lost in transit.
Delayed by the shipping carrier.
Delayed by customs during return transit.

A valid tracking number is required for all returns. We may be unable to issue a refund until the returned package has been received and verified.

Refunds

Once we receive and inspect your return, we'll notify you by email whether your refund has been approved.

If approved:

Your refund will be issued to the original payment method used for your purchase.
Refunds are processed within 10 business days after approval.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

If you haven't received your refund after this period:

Check your bank account.
Contact your credit card provider or payment provider.
If you still need assistance, contact us at support@ashfordandlanelondon.com.

No Restocking Fees

We do not charge:

Restocking fees.
Return processing fees.
Hidden refund fees.

You will receive the approved refund amount for eligible returned items, excluding any non-refundable shipping charges where applicable.