FREE RETURNS & FREE EXCHANGES

Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund.

All returns should be sent back to us in their original packaging provided & original condition. Please ensure when returning the parcel that the ASCENO box is properly protected in the cardboard box provided.

If you are not happy with your purchase just return it to us, in its original and unworn condition, within 28 days of receipt and we will either send out replacement goods or refund you the purchase price.

Monogrammed pieces cannot be returned or exchanged.

WHAT TO DO WHEN RETURNING OR EXCHANGING:

We hope you are happy with your order. If you are not perfectly satisfied you may return items within 28 days. Our return service is free of charge. 

 

UK, USA & INTERNATIONAL RETURNS

1. Before returning any goods to ASCENO, please complete the return slip that came with your order and include it with the items being sent back. Please indicate if are requesting an exchange or return using the exchange/ returns form.

2. Using the returns label provided, stick the DHL label on the outside of the box.

3. Arrange a DHL collection by clicking the link here, entering your returns air waybill number into the field marked "I have a printed DHL Return label" box. The way bill number can be located under the barcode e.g. "WAYBILL 75 1204 0519".

 

PLEASE NOTE

Refunds will only be issued on receipt of the returns.

Orders returned outside of the ASCENO returns service will not be covered and we encourage customers to contact us for to assist with the returns.

ASCENO will refund the cost of delivery if your order is incorrect or faulty. If the item was faulty when you receive it, please notify us within 7 days of receipt.

If you have any questions please contact us at concierge@asceno.com or ring us on +44 (0) 203 601 2727.

SALE RETURN POLICY

For items bought online, our standard returns policy applies to both full-priced and sale items.

Our returns policy does not affect your statutory rights in any way. 

 

Statutory Cancellation Rights

You have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are in the EU. 

You may cancel your order within 28 days after the day on which you receive your Items. 

If, for any reason, you wish to cancel your order before your Items have been despatched, you need to let us know. In order to do so, you will need to confirm in writing to concierge@asceno.com. If you cancel your order, we will reimburse all payments received from you, including the cost of delivery within 28 days (except for any supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us).

If you wish to cancel after the Items have been despatched, then you need to let us know within 28 days after the day on which you receive your Items. You can notify us by email as identified above. Once we have received notification from you of your wish to cancel your order, you will then have a further 28 days to return your Items to us. You will have to bear the direct cost of returning the Items.