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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 to 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% 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 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. Dimensions of our packing box are 30 x 37 x 36cm, weight 5kg. Make sure to attach your printed label onto the parcel. If you would rather call DHL directly, call 0844 248 0844 with your waybill number.

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. Contact your local FedEx customer service if you would like to arrange an at-home collection.

EXCHANGES

Asceno can only manage exchanges for UK orders and only for a different size of the same item. Requests must be made on the returns portal https://returnsportal.shop/asceno. Once your return item is received and checked, the desired size will be dispatched, and you will be notified via email. Exchanges are subject to availability; inventory is not reserved when an exchange is requested. If an exchange cannot be fulfilled, customers will be contacted with options.

REFUNDS

Customers seeking a refund will be charged a fee equal to the original outbound shipping charge, varying by country. The charge will be deducted from the refund amount. Refunds will only be issued on receipt of returned items.

The return process may take up to 14 days to process. Once your return shipment is received, it takes a few days to reach Asceno's return area and be processed. Once a refund is processed, you will be notified via email. The timeframe for the funds to appear depends on your card issuer.

Any shipping fees or customs duties/taxes paid at checkout are non-refundable.

FAULTY GOODS

In the rare case that a fault slips through our quality checks, we will work with you to get a replacement piece if stock is available. Returns of faulty items will only be accepted if they were faulty when delivered. Choose 'Item is Faulty' on the returns portal, describe the issue, and submit photos. Items returned as faulty will be inspected, and items with wear and tear or improper care will not be accepted as faulty.

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 your label, you can either book a FedEx collection or drop off at a FedEx location. If exchanging, return the original first and place a new order. You remain liable for shipping, customs, and local taxes.

STATUTORY CANCELLATION RIGHTS

You have the right to cancel your order under the Consumer Contracts Regulations 2013 if you are in the EU. You may cancel within 20 days of receiving your items. Cancellations before dispatch require written notice to concierge@asceno.com, and refunds will be processed within 28 days (except supplementary delivery costs). Cancellations after dispatch must also be notified within 20 days, with returns made within 28 days. You bear the cost of returning items.

Need Help?

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