This Return and Exchange Policy applies to purchases made online at ashleyandstewart.com, through our mobile apps, or by phone. For returns related to in-store purchases, please refer to the return policy available at each boutique location.
1. General Return Policy
Purchases made through ashleyandstewart.com, our mobile applications or customer service phone lines may be returned for a refund or exchanged based on the policy outlined below. We do not offer returns or exchanges for gift cards or gift boxes. See Sections 3-5 for category-specific restrictions.
- You may return or exchange most full-price and sale items within 60 days of original purchase. Clearance, special promotional items or “final sale” items tagged as all sales final cannot be returned or exchanged.
- Merchandise must be returned or exchanged in original condition with all tags and labels still attached. We cannot process returns/exchanges showing signs of wear, damage, alterations, soiling or washing. Shoes must be returned with box and shoe bags. Swimwear must have original hygiene liner intact.
- You are responsible for all return shipping charges unless we shipped an incorrect or defective item. Items shipped internationally do not qualify for prepaid return shipping.
- Reimbursem*nts are typically issued within 3 billing cycles of our warehouse processing your return. Amounts are credited back to your original payment method.
- Please allow 1-2 billing cycles for exchanges to process and ship. We prioritize exchanges over new orders in our warehouse queue.
Read Sections 2-5 below for more information on our specific return processes, quality checks, refund terms and category restrictions. Contact us with any other questions.
2. Online Return Process
Step 1. Submit a return request any of these ways:
- Visit your order history page on ashleyandstewart.com and click Request Return/Exchange
- Call Customer Service at 1-800-569-9030
- Email a return request toReturns@ashleyandstewart.com
Please provide your order number, items returning with reason for return plus current email and phone number.
Step 2. Expect a return confirmation email within 2 business days containing a prepaid return label you can print or add to the package. If returning from outside the US, you must arrange your own return shipping.
Step 3. Pack items securely in shipping box and affix provided label on the outside. Returned items must be postmarked within 30 days from the date we emailed your return label or we may charge your original form of payment again.
Step 4. Drop off package at any participating carrier shipping location by stated expiration date on label. Retain receipt as proof of timely return. Refunds and exchanges cannot be issued for return packages sent with your own shipping account numbers.
Step 5. Once our warehouse scans your return delivery, allow 2-3 business days for our team to process your return or initiate exchanges and post updates in your account. Most refunds issue within 15 business days of warehouse processing completion.
3. Refund Policy
Refund equivalents depend on original purchase price and adjustments below:
- You are refunded the cost of the item itself on applicable returns.
- Original shipping charges are non-refundable unless we are at fault, like sending incorrect item.
- No refunds are given for gift boxes, gift wrapping/message cards or expedited shipping upgrades.
- Discounted items are refunded at price you paid at checkout. If returning only part of an order, applicable discounts may be lost.
- Due to upfront discounts, buy more & save promotions are adjusted proportionally based on items kept.
- Required return shipping charges are non-refundable unless we are at fault.
Refunds are credited in your original payment type:
- Returns paid for by credit or debit cards are credited back to that card
- Returns paid for via PayPal are refunded to your PayPal account
- Returns paid by Klarna are issued by Klarna to your chosen refund method
- Store credit cannot be used for returns but will be reinstated if purchase made fully with store credit
Contact Customer Service regarding refund status if not updated in your account or credited within 15 business days. Refunds may take 1-2 billing cycles to appear on statements.
4. Quality Checks & Other Return Adjustments
To issue refunds or exchanges, all items must pass our quality inspection upon warehouse receipt:
4.1 Quality & Condition Checks
- Items are checked that they were returned complete with all accessories, hang tags/stickers and original packaging
- We inspect for defects, flaws, signs of wear, make-up stains or other use, odors, pet hair or damage not originally present indicating use or wash. Used merchandise cannot be accepted.
- Footwear is checked for creasing, sole wear, scuffs or missing shoe bags
- Items must have all garment tags attached and unaltered indicating no use or wash
If returned items do not pass these and other quality checks, we may refuse refund/exchange privileges:
- Refund completely deniedfor items returned used, worn, damaged, washed, missing parts like shoe bags, heavily soiled or otherwise deemed unsalable upon inspection
- Up to 50% refund reduced for minor flawslike makeup stains, pet hair, missing hang tags, folds/creases from removal of hangers, etc.
- Exchanges also denied if used or flawed. We will return unacceptable items to you along with notice of adjustments
4.2 Other Return Adjustments & Fees
- If any free gifts included with purchases are unreturned or opened/used, their retail value reduces your refund amount
- Return shipping and handling costs deduct from refund totals unless our error
We charge a $8.99 Restocking Fee per returns order with exceptions below:
- Waived if received within 30 days and due to our error like wrong/defective merchandise shipped
- Waived for Elite Loyalty Reward Members with free exchanges privilege
- After 60 days, fee jumps to $12.99 as extended return period
If you believe fees were incorrectly charged, please contact Customer Service for a price adjustment.
5. Category-Specific Return Restrictions
Swimwear
Swimwear may be returned or exchanged for site credit only within 30 days. For health reasons, all hygiene liners must be unsoiled and intact. Sites credit allows for one-time use to assess fit, after which items cannot be returned or exchanged if liners removed or contents exposed.
Personal Care, Beauty, & Fragrance
Due to health regulations, we cannot process returns or exchanges on personal care, beauty or fragrance products if seals opened, contents exposed or showing any use. Please review our practices regarding expiration dates and applicator safety seals below the product description of such items before purchasing. Unused items qualify for refund or exchange within 60 days in original unopened packaging only.
Final Sale Items
Merchandise tagged final sale cannot be returned or exchanged for refund, store credit or otherwise for any reason. Be sure you want item as all final sale purchases are considered closed transactions and ineligible for standard return policy privileges.
** Jewelry & Accessories**
Select jewelry and hair accessories qualify for return or exchange within 60 days in new unused condition. Earrings, body jewelry or hair accessories must have all safety backings and sanitary protectors intact and unopened.
** Custom Embroidery**
Due to the personalized nature, items sent for custom embroidery cannot be returned or exchanged unless we embroider the wrong name or design not matching your approved digital proof. Please double check all embroidery proofs carefully before approving orders. If our error, new item will be made to your specifications.
6. Receiving an Exchange
If you request an even exchange, there is no additional cost to you provided the replacement item costs the same or less than your return. For exchanges to a higher-priced item, you pay only the price difference.
We make our best effort to locate exact items returned should you prefer an identical replacement. If unavailable, we will substitute the closest comparable item matching your original size and color selections.
You may exchange merchandise for items up to 25% above your return value, which must be paid at time of exchange request. If you prefer refund instead, please specify when contacting Customer Service.
Exchanges carry same category-specific restrictions above—like swimsuits only swap for site credit, final sale remains excluded, etc. Exchanges also must be requested within 60 days of original shipment.
For sizing exchanges, we recommend selecting the next consecutive size up or down from original item returned. Items exchanged more than twice indicate fit issues and may no longer qualify for return or exchange privileges under discretion of our warehouse inspection team.
Once we receive your returned merchandise at our warehouse and complete quality verification and any needed adjustments, replacement items are prioritized to ship within 1 week subject to availability. Exchanges take longer during peak volume times like holidays. You will receive email confirmation when new item ships.
7. How to Contact Us
Email: Returns@ashleyandstewart.com
Phone: 1-800-569-9030
Live Chat: Available on our website during business hours
Mail:
Ashley Stewart Returns
100 West 33rd Street
New York, NY 10001
