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.

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 offer a free returns service with DHL. Please see step by step guidelines below on how to return an item and book DHL courier to collect this for you.

HOME COLLECTION 

  1. Tell us why you are returning. In the envelope in your package you will find a DHL barcoded returns label – this sticker is located on your Returns & Exchange form. Please indicate on this if you are requesting an exchange or a refund and indicate why. Please include this in your package with your return or exchange.
  1. To book your collection. You are able to book DHL to collect from your address for free - by phone or online. Simply go to: https://returns.dhl.co.uk/ereturns and follow the steps provided. Or call DHL directly to arrange your collection, please call 0844 248 0844.
  1. Online collection details. Follow the online instructions:
  • Select your country.
  • Shipment Label – this is included on your Returns & Exchange Form – so select ‘No’ to creating a label.
  • Select ‘I have a DHL Waybill Number’ and enter this. This is located on your DHL Barcoded Returns Label under the small barcode.
  • Enter your collection address.
  1. Dimensions. Please note, the following information will be required: dimension of our packing box are 30 x 30 x 10cm and the weight is 3kg
  1. Pack your items into the original packaging and seal the box.
  1. Label the package. Attach the DHL label securely to the outside of the brown box, ensuring that the previous delivery label and barcode is covered.

 

DROP OFF

If you do not wish to book a collection, you can also arrange to drop off your parcel to a DHL drop off point.

  1. Attach your DHL Barcoded Returns Label to your box and seal it shut.
  2. Take your return to the nearest DHL drop off point.
  3. They will scan your return and post it back to us.

Please allow up to 5 working days for exchange and return to be processed.

 

PLEASE NOTE

Refunds will only be issued on receipt of the returns.

Once a package has been collected, please allow up to 5 working days for your return/exchange to be processed. 

 

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 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 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.