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, you may request a return or an exchange for your item(s) within 28 days of receipt.
All products must be returned back to us in their original condition: unworn, unwashed, with all tags attached and with the original packaging provided. All returned swimwear must have any sanitary stickers intact on garments. We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.
We cannot accept returns or exchanges for the following: monogrammed pieces and items purchased through our wholesale partners, these items must be returned to the stores you purchased from.
If you are returning your complete order, please include any gift with purchase along with your return.
This policy applies to both full-priced and sale items.
REFUNDS & EXCHANGES
For customers located in the Channel Islands & Isle of Man please follow the INTERNATIONAL CUSTOMERS section below.
Please register your return or exchange through our return’s portal here: ASCENO Returns Portal and follow the stated steps. Please note we only offer one free exchange. You will need your order number (this is located on your email order confirmation and your Returns Form) and zip/post code to register your return or exchange.
In the envelope in your package you will find a pre-paid DHL barcoded returns label – this sticker is located on your Returns Form.
Exchanges are subject to stock availability - we will exchange eligible items that are returned to us within 28 days of receipt. If we are unable to offer an exchange, we will offer either a credit note or refund. The new item will be shipped after the returned item has been received and checked by us free of charge.
INTERNATIONAL CUSTOMERS (EUROPE, USA & R.O.W)
In the envelope in your package you will find a Returns Form with a pre-paid DHL barcoded returns label – this sticker is located at the bottom left hand corner of the form.
Tell us why you are returning. Please indicate on the form the product(s) you are returning for a refund, tell us the reason and include this in your package with your item(s). Seal your package and attach your DHL label to the outside of the box.
You can either book a DHL collection from the comfort of your own home or drop the package off at a DHL 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, you will still be liable for the shipping fee and custom duty and local taxes of the re-order. These fees are the responsibility of the purchaser and payable at checkout.
Refunds will only be issued on receipt of returned items. Once a package has been collected, or submitted to a DHL drop off point please allow up to 10-14 working days for your return or exchange to be processed. You will receive an email notification once this has been completed.
Once your order has been refunded please allow 10 business days for the funds to show in your account. This time period is out of our control and can vary depending on your bank issuer.
Any shipping fees or customs duties and taxes charges paid at checkout are non refundable.
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 email email@example.com with your order number and include photographs of your item. 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 you will be offered the choice of a credit note or refund for the value of the item.
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 firstname.lastname@example.org. 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.