Return Policy
Updated 11.02.24
While we’re confident in the quality of our products, we understand that sometimes it may turn out that the piece ordered may not be the right fit for your space. That’s why we accept returns on items within 14 days of delivery for a refund or exchange.
Non-Defective Returns:
Should you decide to return an item, please note that the item(s) must be returned in its original condition with the original or equivalent packaging and tags intact. All accessories must be returned in complete original packaging. We cannot accept returns on items that have been used, damaged, or altered in any way.
- Payments are refunded using the initial payment method, minus a restocking fee of 20% of the purchase price and the original shipping and handling costs. Shipping and handling costs are non-refundable unless the item(s) arrived damaged, defective, or different from what was ordered.
- If after conducting an inspection of the returned item(s), the item(s) meet the criteria outlined above and the purchaser is not interested in a replacement item(s), a refund will be issued within 7-10 business days. All refunds will be made to the original payment method.
- The customer is responsible for all shipping costs associated with returning the item(s).
- Items being returned must be in their original packaging, including wrappers, plastics, instruction booklet, etc. Lack of proper packing material may result in further damage to the item(s) during return transit and refusal of claim request.
- Once you submit your return request, please allow time to receive shipping instructions and your Return Authorization Number (RA#) via email. Please note that returns will not be accepted without a Return Authorization Number (RA#), so be sure to follow the instructions provided by our returns team.
- Clearance and custom orders are non-refundable and cannot be returned.
Damaged Returns:
*Kindly inspect product(s) upon delivery for visible or concealed damages.
- We require that you notify us of any damage that occurred during shipping within 48 hours of receiving your delivery. If the item(s) is suspected of being damaged, you can refuse delivery and instead make a notation on the delivery receipt (in the presence of the deliverer) of the type of damage suspected or observed. To ensure that your claims are successfully submitted, you must record any damage found on the item(s) on the Proof of Delivery receipt upon receiving your order. If you accept the damaged item(s), please sign as “damaged” on the signature line.
- Lady Ash Collections may choose to request the return of the item. Should a return becomes necessary, you will receive a Return Authorization Number (RA#) via email. For items deemed non-returnable, further guidance will be communicated via email. Any requests for return of damaged products must include photos of the damage, and the return process must adhere to the instructions provided in the email.
- To support your claim, please provide images that clearly show both the packaging (even if the packaging is intact) and the entire item itself, including close-up pictures of the damaged area of the item. Please refrain from shipping the item(s) back to us, as the carrier may require that a claim inspection be conducted. (Note that only items damaged in transit will be collected with a Damaged Call Tag). Items being returned must be in their original packaging, including wrappers, plastics, instruction booklet, etc. Lack of proper packing material may result in further damage to the item(s) during return transit and refusal of claim request.
- If after conducting an inspection of the returned item(s) and ensuring that the returned item(s) have met the criteria outlined above and the customer is no longer interested in a replacement, a refund will be issued within 7-10 business days. All refunds will be processed to the original method of payment.
Defective Returns:
We require that you notify us of any item that is deemed to be defective within 14 days of receiving your delivery.
- Please provide supporting images that clearly show the defective item(s). Failure to do so will result in the denial of your claim.
- Lady Ash Collections may choose to request the return of the item. Should a return be necessary, you will receive a Return Authorization Number (RA#) via email. For items deemed non-returnable, further guidance will be communicated via email. Any requests for return of defective products must adhere to the instructions provided in the email.
- Items being returned must be in their original packaging (including wrappers, plastics, instruction booklet, etc.). Lack of proper packing material will result in damaged item(s) during return transit and refusal of credit request.
If you’re not interested in receiving a replacement item, a refund will be processed within 7-10 business days. All refunds will be posted to the original method of payment.
Incorrect item or item not ordered received:
In the event that you receive an incorrect item(s) or an item that you did not order, please
notify us within 14 days of receiving the delivery. When doing so, be sure to follow the
following steps:
- Provide supporting images that clearly depict the item(s) received. Failure to do so will result in the denial of your claim.
- Lady Ash Collections may choose to request the return of the item. Should a return becomes necessary, you will receive a Return Authorization Number (RA#) via email. For items deemed non-returnable, further guidance will be communicated via email. Any requests for return of incorrect item received must adhere to the instructions provided in the email.
- Ensure that the returned item(s) are in their original packaging (including wrappers, plastics, instruction booklet, etc.). Lack of proper packaging material will result in damaged item(s) during return transit and refusal of your credit request.
- If you’re not interested in receiving a replacement item, a refund will be processed within 7-10 business days. All refunds will be posted to the original method of payment.
Rugs: Variations in weave, fiber size, color, and overall dimensions are natural characteristics of our rugs and are not considered manufacturing defects.
Color Variation: Please keep in mind that colors may vary slightly due to differences in monitor display. We strive to represent each product as accurately as possible, but actual colors, textures, or minor imperfections may differ. These variations are part of the charm of each piece and are not considered defects.
Measurements: Before placing your order, please double-check measurements to ensure the item fits your space perfectly. Customers are responsible for confirming final measurements. If you have any questions about product size or delivery, feel free to reach out to us at hello@ladyashcollections.com. Orders canceled or refused upon delivery due to size issues are subject to a 20% restocking fee plus associated shipping costs.
To initiate a return and a replacement, please complete our Return & Damage Claim Form on our website.