Return Policy

  1. About us

    1. Company details. Ashluxe Limited is a company registered in United Kingdom and our registered office is at The Frames, 1 Phipp St, London EC2A 4PS. Our main trading address is The Frames, 1 Phipp St, London EC2A 4PS. We operate the website https://ash-luxe.com/.

    2. Contacting us. To contact us telephone our customer service team at email customerservices@ashcorpgroup.com. How to give us formal notice of any matter under the Contract is set out in clause 16.2.

  2. Our contract with you

    1. Our contract. These terms and conditions (Terms) apply to the order by you and supply of goods by us to you (Contract). No other terms are implied by trade, custom, practice or course of dealing.

    2. Entire agreement. The Contract is the entire agreement between us in relation to its subject matter. You acknowledge that you have not relied on any statement, promise or representation or assurance or warranty that is not set out in the Contract.

    3. Language. These Terms and the Contract are made only in the English language.

  3. Placing an order and its acceptance

    1. Placing your order. Please follow the onscreen prompts to place an order. Each order is an offer by you to buy the goods specified in the order (Goods) subject to these Terms.

    2. Correcting input errors. Our order process allows you to check and amend any errors before submitting your order to us. Please check the order carefully before confirming it. You are responsible for ensuring that your order and any specification submitted by you is complete and accurate.

    3. Acknowledging receipt of your order. After you place an order, you will receive an email from us acknowledging that we have received it, but please note that this does not mean that your order has been accepted.

    4. Accepting your order. We will confirm our acceptance to you by sending you an email that confirms that the Goods have been dispatched (Dispatch Confirmation). The Contract between you and us will only be formed when we send you the Dispatch Confirmation.

    5. If we cannot accept your order. If we are unable to supply you with the Goods for any reason, we will inform you of this by email and we will not process your order. If you have already paid for the Goods, we will refund you the full amount including any delivery costs charged as soon as possible.

  4. Our goods

    1. The images of the Goods on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Goods. The colour of your Goods may vary slightly from those images.

    2. Although we have made every effort to be as accurate as possible, because our Goods are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our site have a 5% tolerance.

    3. The packaging of your Goods may vary from that shown on images on our site.

    4. We reserve the right to amend the specification of the Goods if required by any applicable statutory or regulatory requirement.

  5. Return and refund

    1. You may cancel the Contract and receive a refund, if you notify us within 14 days of your receipt of the Dispatch Confirmation.

    2. However, this cancellation right does not apply in the case of:

      1. Gift cards, Final Sale items, and personalized items are not eligible for refunds; or

      2. any Goods which become mixed inseparably with other items after their delivery.

    3. To cancel the Contract, you must complete the cancellation form on our website. If you use this method we will email you to confirm we have received your cancellation.

You can also email us at customerservices@ashcorpgroup.com. If you are emailing us or writing to us, please include details of your order to help us to identify it. If you send us your cancellation notice by email, then your cancellation is effective from the date we confirm receipt of the email. If you have returned the Goods to us under this clause 5 because they are faulty or mis-described, we will refund the price of the Goods and will refund you on the credit card or debit card used by you to pay.

Some of the Goods we sell to you come with a manufacturer's guarantee. For details of the applicable terms and conditions, please refer to the manufacturer's guarantee provided with the Goods.

If Goods have been delivered to you before you decide to cancel the Contract then you must return them to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send them back, return them to us in-store or hand them to our authorised carrier.

Delivery, transfer of risk and title

We will contact you with an estimated delivery date, which will be within 30 days after the date of Dispatch Confirmation. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 15 for our responsibilities when this happens.

Delivery is complete once the Goods have been collected by you or a carrier organised by you to collect them from us and the Goods will be at your risk from that time.

You own the Goods once we have received payment in full, including of all applicable delivery charges.

If we fail to deliver the Goods, our liability is limited to the cost of obtaining replacement goods of a similar description and quality in the cheapest market available, less the price of the Goods. However, we will not be liable to the extent that any failure to deliver was caused by an Event Outside Our Control, or because you failed to provide adequate delivery instructions or any other instructions that are relevant to the supply of goods.

If you fail to take delivery within 10 days after the day on which we notified you that the Goods were ready for delivery, we may resell part of, or all the Goods. We shall repay you the price you paid for the Goods after deducting reasonable storage, insurance and selling costs and any shortfall between the resale price and the price you paid for the Goods.

International delivery

We deliver to the countries listed on this page (International Delivery Destinations). However, there are restrictions on some Goods for certain International Delivery Destinations, so please review the information on that page carefully before ordering Goods.

If you order Goods from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges, and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

Compliance with international laws

You must comply with all applicable laws and regulations of the country for which the Goods are destined. We will not be liable or responsible if you break any such law.

Price of goods and delivery charges

The prices of the Goods will be as quoted on our site at the time you submit your order. We use our best efforts to ensure that the prices of Goods are correct at the time when the relevant information was entered onto the system. However, please see clause 9.5 for what happens if we discover an error in the price of Goods you ordered.

Prices for our Goods may change from time to time, but changes will not affect any order you have already placed.

The price of Goods excludes VAT (where applicable) at the applicable current rate chargeable for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Goods in full before the change in VAT takes effect.

The price of the Goods does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order.

We sell a large number of Goods through our site. It is always possible that, despite our best efforts, some of the Goods on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that: where the Goods' correct price is less than the price stated on our site, we will charge the lower amount when dispatching the Goods to you; and if the Goods' correct price is higher than the price stated on our site, we will contact you in writing as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Goods at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. However, if we mistakenly accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel supply of the Goods and refund you any sums you have paid.

How to pay

You can only pay for Goods using a debit card or credit card. We accept the following cards: Visa, Master Card, and Apple Pay.

Payment for the Goods and all applicable delivery charges is in advance. We will not charge your debit card or credit card until we dispatch your Goods.

Manufacturer's guarantee

  1. Our warranty for the goods

    1. The Goods are intended for use only in the United Kingdom. We do not warrant that the Goods comply with the laws, regulations or standards outside the United Kingdom.

    2. We provide a warranty that on delivery and for a period of 7 days from delivery, the Goods shall:

      1. subject to clause 4, conform with their description;

      2. be of satisfactory quality; and

      3. be fit for any purpose held out by us.

    3. Subject to clause 12.4, if:

      1. you give us notice in writing within a reasonable time of discovery that some or all of the Goods do not comply with the warranty set out in clause 12.2;

      2. we are given a reasonable opportunity of examining the Goods; and

      3. we ask you to do so, you return the Goods to us at your cost,

      we will, at our option, repair or replace the defective Goods, or refund the price of the defective Goods in full.

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