Return Policy

 RETURNS AND EXCHANGE POLICY – Ashford Toronto

At Ashford Toronto, we aim to provide you with exceptional products. Our return policy is designed to be fair and customer-friendly. We handle every return individually with the goal of ensuring your satisfaction.

 RETURN PROCEDURE (WITHIN 30 DAYS)

You have 30 days from the date of purchase to return eligible items.

1. Submitting the Request:

To initiate a return, please send an email to our support team:

info@ashford-toronto.com

Include the following essential information in your email:

  • Order Number

  • Item Name

  • Reason for Return

Our team will provide you with the exact return instructions.

RETURN ADDRESS:

Please send your return to our processing facility in China:

Detail Information
Company
Consignee
Contact
Address
Post Code

 

 PROCESSING AND REFUND:

Once we receive your shipment at our warehouse, return processing typically takes 7 to 10 business days.

  • Refunds will be issued via the original payment method.

  • Note: Initial shipping fees (including express or international) are non-refundable. You will receive a refund only for the value of the product(s).

RETURN CONDITIONS

To be eligible for a return, items must meet the following criteria:

  • Items must be unworn, unused, unwashed.

  • Items must be in the original, sealed packaging.

  • Items showing signs of use or damage may be declined.

 RETURN COSTS AND HANDLING

  • Shipping Costs: The cost of return shipping is borne by the customer.

  • Estimated Costs: Average costs for a tracked letterbox package start from €13.65, but the exact cost depends on the courier you choose. Please remember all returns must be sent to the address above.

  • Return Fee: A return fee may apply. If this fee cannot be paid directly during the return process, a voucher will be issued, and the cost of the return will be deducted from your refund.

EXCHANGES

We are happy to assist with exchanges. Due to the high cost and time involved in returning items to our China-based warehouse, our customer service team prefers to arrange a direct replacement.

  • This is an eco-conscious method that reduces packaging waste and shipping emissions.

  • Please allow up to 12 days for the new item to arrive.

 EXCEPTIONS (NON-RETURNABLE ITEMS)

The following items are not eligible for a refund:

  • Items purchased using discount codes or automatic promotions.

  • Items marked as Final Sale (e.g., over 40% off or clearance items).

  • Bundle Orders: All items in a bundle must be returned together; individual items cannot be returned separately.

Still Need an Exchange? While a refund is excluded, we will still offer an exchange in many cases.

SELF-SERVICE RETURN

If available, you may use our self-service return portal.

  1. Enter your Order Number and Postal Code to start the process.

  2. Select the reason for the return and whether you want a refund or exchange.

  3. Upon Approval:

    • You will receive a link to pay for the return shipping (based on carrier costs).

    • A return label will be emailed to you.

    • International Returns: We cannot provide a label. You must ship to the return facility using DDP (Delivered Duty Paid).

    • Exchanges via Self-Service: Once the return tracking shows progress, you will receive a gift card to reorder the new item.

Note: Paid return fees are non-refundable unless the return meets the specified criteria (e.g., damaged or incorrect items).

 CUSTOMS AND CONTACT

Customs Delays:

If your return is held up at customs due to paperwork or clearance issues, James & Olivia cannot issue compensation until the item is received and cleared.

Company Information:

  • Company Name: Ashford Toronto

  • Registration Number (Chamber of Commerce): 94353298

  • Customer Support Email: 📧 info@ashford-toronto.com