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RETURNS POLICY

Customer satisfaction is always our top priority, and we aim to handle each query with care and integrity.

While we hope you are delighted with your order, if you are not perfectly satisfied, you may request a return or exchange within 20 days of receiving your order. Return shipments are charged the same shipping charge as the customer was billed for their inbound order.  This will be deducted from your refund, if that has been requested. 

Please ensure your return reaches us within 28 days of delivery. UK customers only can request an exchange for an alternate size in that same time period. 


Returns & Exchanges – Conditions

  • Items must be returned in original condition: Unworn, unwashed, with all tags attached and in original packaging.

  • Swimwear: Must have all hygiene liners and labels intact.

  • Exchanges: UK customers may request a FREE size exchange within the same 20-day window.  See below section on Exchanges for more information.

  • Unauthorised returns: Items sent back to us without prior approval or outside the return window may not be accepted.

  • Items not eligible for return or exchange:
    - Monogrammed or personalised pieces

    - Items purchased via third-party stores or marketplaces (please contact the store of purchase directly)

  • Gift with Purchase: Where applicable and If returning a full order or qualifying item from a promotion, please also return any complimentary gifts received.

Garment Care & Return Eligibility

Many of our garments are crafted from premium, natural fibres that require specific care. Care instructions are provided both on the product label and, in a general sense, on our website.

  • Our natural fabrics can have natural imperfections, common attributes of a fabric such as linen.  When these occur, these are not considered faulty by Asceno. If required, our Concierge Team can discuss replacement options upon reviewing stock availability and return handling charges.  

  • Improper care (e.g., incorrect washing temperatures, harsh detergents, tumble drying, or ignoring “dry clean only” instructions) may result in damage that voids eligibility for return or refund.

  • Items showing signs of wear, improper washing, damage, or alterations will not be accepted and may be returned to the customer.  We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.

Sale Items

Sale items may be returned unless marked as Final Sale.
Exchanges for alternate sizes on sale items are subject to stock availability and must follow the same return timeline.

For any items purchased on SALE, customers are required log the return on Asceno’s return portal within 14 days from when you received your order.  

All sale items are subject to the same return conditions and eligibility listed above.


RETURN PROCESS

All customers seeking to return an item must log onto the returns portal at https://returnsportal.shop/asceno.

The order number and email address used for the order is required to access your return. Customers are asked to log the reason for the return in order to provide feedback. If there is an issue with the item received, details should be provided and if prompted, customers are required to submit photos of the garment for assessment.

If the order date is beyond the return window, the order will be ineligible for return on the portal.

Within the portal, customers have the option to choose how they process a return.

  • Buy Later - Customers can choose to obtain a gift card credit for their value to use later.  Asceno will add a bonus value of 10% to use when this option is chosen.

  • Exchange - UK customers can choose to exchange for a different size of the same item.  This is a free service and Asceno will cover the return and replacement shipping costs.

  • Refund - Customers choosing a refund will be charged the equivalent shipping charge for their outbound shipment.  This amount will vary depending on your country.  See the shipping charges here. This amount will be deducted from your refunded amount. 


Once the return has been submitted (and where a review is applicable, approved) the customer will obtain a shipping label or a QR code to use for the return shipment. Return shipments should be sent by the customer as a matter of priority.  Return shipments must be received within 14 days of the return submission date. If a return is received beyond this time frame, it may not be eligible for a refund.

UK customers have the option of DHL Express or DPD Drop Off services.

International customers' returns will be handled by FedEx International Connect Plus service.

RETURNING YOUR PACKAGE

UK DHL Express - At home collection  
Go to https://returns.dhl.co.uk/ereturns and follow the online steps with information on your provided DHL return label. Please note the following information will be required: dimensions of our packing box are 30 x 37 x 36cm and the weight is 5kg. Make sure to attach your printed label onto the parcel. If you would rather call DHL directly to arrange your collection, please call 0844 248 0844. You will need the waybill number printed on your DHL returns sticker below.

UK DHL Express - Drop off  
Attach your label to your box and seal it shut. Take your return to the nearest DHL Express drop off point. They will scan your return and post it back to us. 
 
UK DPD - QR Code Drop off  
Obtain a QR code when you submit your return request on the portal.  Take this code to your nearest DPD drop off point.  The shop will scan the code, label the package and post it back to us.
 
All Non-UK Countries – FedEx
Obtain your FedEx label from the return portal when you submit the request.  The label can be printed or taken to a drop off location that has printing capability.  Please contact your local FedEx customer service in your home country if you would like to arrange an at home collection. 

EXCHANGES

At this time, Asceno can only manage exchanges for UK orders and can only process these for a different size of the same item.  If a customer wants to exchange sizes, that should be requested on the returns portal https://returnsportal.shop/asceno.

Once your return item is received and checked in, the desired size will be dispatched. At that time, the customer will be notified via email that the new order has been dispatched. 
Exchanges are subject to availability, inventory is not reserved at the time an exchange is requested. If Asceno cannot fulfil an exchange request by the time a return is received, the customer will be contacted with options.

REFUNDS

Customers seeking a refund of the returned order will be charged a fee to contribute towards the return freight amount. This is the equivalent of the customer’s original outbound shipping charge, and will vary from country to country. Please see our shipping rates here to understand the return charges. The charge to return will be deducted from the refund amount.

Refunds will only be issued on receipt of returned items.

Kindly note that the return process takes up to 14 days to process. Once your return shipment has been received from the courier, it takes a few additional days to arrive at the Asceno return area and then be processed. Once a refund is processed by Asceno, the customer will be notified via email. It then takes time for the card issuer to process the funds back to your account.  That timeframe will vary and is unknown to Asceno.

Any shipping fees or customs duties and taxes charges paid at checkout are non refundable.

FAULTY GOODS

In the rare case that a fault slips through our quality checks, we’re happy to work with you to get a replacement piece if stock availability permits this.  

Returns of faulty or poor quality items will only be accepted if the goods were faulty when delivered. If you believe your item is faulty, please choose the ‘Item is Faulty’ on the returns portal.  You will be prompted to describe the issue and submit photos of the fault.  These should be in good lighting and if the fault is in the construction of the garment, a photo should be provided on the body.  We will then advise the next steps.  
All items returned as faulty/poor quality will be inspected further on receipt of the return. Any returns subject to wear and tear will not be accepted as faulty. We will not accept the responsibility for items that have been damaged during washing if our care instructions have not been followed.

Once the item has been returned and inspected, we will either offer a replacement for the item (subject to stock availability) or at our discretion we could offer the choice of a credit note or refund for the value of the item. 

CHANNEL ISLANDS

For customers located in the Channel Islands & Isle of Man please follow the INTERNATIONAL CUSTOMERS section below.

INTERNATIONAL CUSTOMERS (EUROPE, USA & R.O.W)
Please log your return on Asceno’s return portal, https://returnsportal.shop/asceno.

Once you have received your return label online, you can either book a FedEx collection from the comfort of your own home or drop the package off at a FedEx drop off location. Please follow the instructions on your Returns Form.

If you would like to exchange one item for another, you must first return the original item and then place a new order online. You will be refunded for the original item in accordance with our standard returns policy.

Please note, where applicable, you will still be liable for the shipping fee and custom duty and local taxes of the new order.. These fees are the responsibility of the purchaser and payable at checkout.  

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 20 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 dispatched, 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 dispatched, then you need to let us know within 20 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, your order needs to be returned back to us within 28 days from when you received your order. You will have to bear the direct cost of returning the Items.

Need Help?

If you have any questions about your return or would like to initiate one, please contact our Concierge Team for assistance.
Tel +44 7368 854 932, E-mail: concierge@asceno.com or WhatsApp +44 7368 854 932