Refund policy

Returns and Exchange Policy

At Ashley & Sophie, we are committed to creating thoughtfully designed, high quality pieces that bring a little romance to everyday dressing while remaining accessible and affordable. We believe shopping should feel just as delightful as wearing our pieces, and we are dedicated to making every step of your experience with us a pleasant one. To ensure complete transparency, we kindly ask that you read our Returns and Exchange Policy before placing your order.

1. Sales Policy

All purchases made on Ashley & Sophie are final. We do not offer refunds or accept order cancellations once an order has been placed.

As we begin processing orders shortly after they are confirmed to ensure timely dispatch, we are unable to modify or cancel them.

We kindly ask that you review your order, including your selected items, size, and shipping details, before completing your purchase.

2. Response Time

All emails and direct messages will be addressed within 24 hours of receipt.

3. Exchanges

If your order is not the right size or fit, we offer two exchange options: a Size Exchange or Store Credit, provided you contact us within 7 days of receiving your order.

To request an exchange, please email us at support@ashleyandsophie.in within 7 days of delivery with the subject line:

EXCHANGE – [Order Number]

Once your request has been reviewed and approved, we will arrange a reverse pickup where available. After the parcel has been collected, it may take approximately 10 to 12 days to reach our warehouse.

Exchange Conditions

  • Items must be returned in the same condition in which they were received.
  • Products must be in their original packaging with all tags attached.
  • Items must be unworn, unused, unwashed, and free from any damage, stains, perfume, or alterations.
  • All returned items will undergo a quality inspection upon arrival at our warehouse. Your exchange or store credit will be processed only after the product has successfully passed this quality check.

a) Size Exchange

We are happy to offer a size exchange if your requested size is available for the same style and colour that was originally purchased.

  • You will be required to arrange the return shipment to us.
  • Once your returned item has been received and has passed our quality inspection, we will dispatch the requested size at no additional shipping cost.
  • Each order is eligible for one size exchange only, subject to stock availability.

b) Store Credit (When Size Is Not Available)

If your preferred size is unavailable, we will be happy to issue Store Credit for the value of the returned item. We do not offer refunds to the original payment method, and Store Credit is the only form of refund available.

  • Store Credit will be issued once your returned item has been received and successfully passed our quality inspection.
  • Your Store Credit will be sent to your registered email address as an automated message.
  • If you do not receive the email, please check your Promotions or Spam folder.
  • The email will contain a unique code for the approved Store Credit amount, excluding any shipping charges paid at the time of purchase.
  • Simply enter the code at checkout to redeem your Store Credit on a future order.
  • Orders placed using Store Credit are not eligible for further exchanges or additional Store Credit.
  • Your Store Credit does not expire and can be redeemed at any time.

Please Note: Returns, size exchanges, Store Credit, and alterations are not available for items purchased on sale or during promotional sale periods. All sale purchases are considered final.

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it is delivered. If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible so we can assist you.

To help us review your request, please email us with the following:

  • Clear photos of the damaged or defective area.
  • A photo of the outer courier packaging.
  • A photo of the original product packaging, including the protective sleeve (if applicable).
  • A clear, uninterrupted unboxing video showing the package being opened from its sealed condition.

Providing the above information will help us assess your claim and resolve the issue as quickly as possible.

Resolution Process

Once we have reviewed and verified your request, we request you to send the items back to us. 

If you choose to receive a replacement, we will send the same style and size, subject to availability. If the item is no longer available, we will issue Store Credit for the value of the product instead.

Please note that we do not offer refunds to the original payment method for damaged, defective, or incorrect items.

5. Our Commitment to Fair Support

Our Customer Support team is committed to assisting you in the best way possible while following our policies consistently and fairly. As such, they are not authorised to make exceptions to our Returns and Exchange Policy.

We kindly ask that all communication remains respectful and courteous. We are always happy to help and will do our best to resolve your concerns within the guidelines of our policies

Thank you for choosing Ashley & Sophie. We are truly grateful to be a part of your wardrobe and appreciate the trust you place in us.

If you have any questions or need assistance, please feel free to reach out to us at [your email address] or send us a direct message on Instagram. Our team will be happy to help.

Thank you for shopping with Ashley & Sophie. We can't wait to see you in your new pieces.