Refund policy

Return and Refund Policy

At Ashford Atelier we want you to be completely happy with your order. If something is not right, returns are simple and free of charge. This policy explains your statutory right to cancel, our voluntary 30-day return guarantee, and how refunds work.

1. Your statutory right to cancel (14 days)

As a consumer in the United Kingdom you have the right to cancel this contract within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The cancellation period is 14 days from the day on which you, or a third party named by you who is not the carrier, take physical possession of the goods. If your order is delivered in several shipments, the period starts on the day you receive the last item.

To exercise your right to cancel, you must inform us of your decision by a clear statement, for example an email to info@ashford-atelier.com. You may use the model cancellation form at the end of this policy, but it is not mandatory. To meet the cancellation deadline, it is sufficient to send your communication before the 14-day period has expired.

2. Our voluntary 30-day return guarantee

On top of your statutory rights, we offer a voluntary return period of 30 days from the day you receive your order. Within these 30 days you may return items that are unused and in their original condition, even simply because you changed your mind. This voluntary guarantee does not limit or affect your statutory right to cancel described above.

3. Free returns

Returns are free of charge. We cover the cost of returning your items.

Once you have notified us, we will provide you with the return address and instructions on how to send your item back. Please always contact us first at info@ashford-atelier.com before sending anything back, so we can arrange the return correctly and at no cost to you.

4. How to start a return

Send an email to info@ashford-atelier.com with your order number and the item or items you wish to return.
We will reply with the return address and full instructions.
Pack the items securely, ideally in their original packaging, and send them back to the address we provide.

5. Condition of returned items

Please handle the items with care. You are only liable for any diminished value of the goods resulting from handling them in a way that goes beyond what is necessary to establish their nature, characteristics and functioning, comparable to how you would be able to inspect them in a physical store. Items returned with clear signs of use beyond such inspection may be subject to a deduction reflecting the loss in value.

6. Exceptions

For reasons of hygiene and health protection, the right to cancel does not apply to sealed goods that are not suitable for return once the seal has been removed after delivery, for example pierced earrings, intimate apparel, swimwear with the hygiene strip removed, or sealed cosmetic products. The right to cancel also does not apply to goods made to your specifications or clearly personalised.

These exceptions only apply where the law allows. Your statutory rights for faulty or incorrectly delivered goods always remain unaffected.

7. Refunds

Once we receive your returned item, or proof that you have sent it back, we will process your refund.

We will refund all payments received from you, including the original standard delivery costs where applicable, within 14 days. We may withhold the refund until we have received the goods back or you have supplied proof of return, whichever is earlier.

Refunds are issued using the same payment method you used for the original order:

Credit and debit cards: the amount is refunded to the card used at checkout.
PayPal: the amount is refunded to your PayPal account.
Clearpay: your refund is processed through Clearpay and your instalment plan is adjusted accordingly. If you have not yet paid your Clearpay instalments in full, you do not need to pay for items you have returned once the return has been registered.

You will not incur any fees as a result of the refund.

8. Damaged, faulty or incorrect items

If you receive an item that is damaged, faulty or not what you ordered, please contact us at info@ashford-atelier.com as soon as possible, ideally with a photo. We will arrange a replacement or a full refund at no cost to you. As a consumer you also benefit from your statutory rights under the Consumer Rights Act 2015, which remain fully unaffected by this policy.

9. Model cancellation form

If you wish to cancel the contract, you may complete and send this form, although you are not required to use it.

To: Global Ecommerce Solutions Limited, Unit 2A, 17/F Glenealy Tower, 1 Glenealy, Central, Hong Kong. Email: info@ashford-atelier.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on: Name of consumer(s): Address of consumer(s): Order number: Signature of consumer(s) (only if this form is notified on paper): Date:

10. Contact

If you have any questions about returns or refunds, we are happy to help.

Ashford Atelier, Global Ecommerce Solutions Limited. Email: info@ashford-atelier.com

Last updated: 11 August 2026