Refund policy

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, in original packaging, and with proof of purchase. Please do not send any items back without contacting us first. Items sent back without prior approval will not be accepted.

Return Shipping Responsibility

For most returns, customers are responsible for the cost of return shipping. However, if your return is due to a defective, damaged, or incorrect item received, Ash and Oakes will cover the return shipping cost.

How to Start a Return

To initiate a return, contact us at support@ashandoakes.com. We’ll review your request and, if eligible, provide return instructions and a return shipping label (if applicable).

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and resolve it promptly.

Non-Returnable Items

Certain items are non-returnable, including:

  • Items marked as final sale
  • Opened or used beauty/personal care products
  • Gift cards
  • Custom or personalized items

If you’re unsure whether your item is eligible, feel free to contact us before starting a return.

Exchanges

If you need a different item, we recommend completing the return and placing a new order separately once your return is accepted.

European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you may cancel or return your order within 14 days of delivery for any reason. Items must be unused, in original packaging, and with proof of purchase.

Refunds

We’ll notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Your bank or credit card provider may require additional processing time.

If more than 15 business days have passed since your refund was approved, please contact us at support@ashandoakes.com.