Returns & Refunds
We want you to be happy with what you've bought. If you're not, you can send it back.
Your 30-day guarantee
You have 30 days from the day your order arrives to request a return, for any reason. The item must be unworn, unwashed and in its original condition with any tags still attached.
This is more generous than the law requires, and it sits on top of your legal rights below — it does not replace them.
Your legal right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason.
To cancel, email info@ashcroftnvale.com with your order number and tell us you wish to cancel. You then have a further 14 days to send the goods back to us.
How to return an item
- Email info@ashcroftnvale.com with your order number and which items you're returning.
- We'll reply with the return address and instructions.
- Pack the items securely and send them back.
Please obtain proof of postage. Until we receive the parcel, it remains your responsibility.
Return postage
Return postage is paid by you unless the item is faulty, damaged or not what you ordered — in which case we cover it in full.
Refunds
Once your return reaches us and has been checked, we will refund you within 14 days, to the original payment method. Funds usually appear within 3–5 working days of the refund being issued, depending on your bank.
If you cancelled under your 14-day legal right, we refund the full order value including the standard delivery cost you originally paid.
We may reduce a refund to reflect any loss in value if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning — in plain terms, more than you would have handled it in a shop.
Faulty or incorrect items
Under the Consumer Rights Act 2015, if an item is faulty, not as described or not fit for purpose, you have 30 days from receipt to reject it for a full refund. After 30 days you are entitled to a repair or replacement.
Email info@ashcroftnvale.com with your order number and a photograph of the issue. We'll sort it and cover the return postage.
Items we can't accept back
For hygiene reasons we cannot accept returns of pierced jewellery, or underwear and swimwear where the hygiene seal has been removed — unless the item is faulty. This does not affect your statutory rights.
Exchanges
We do not process direct exchanges. Return the item for a refund and place a new order for the size or colour you want.