Refund policy

We want you to be happy with your order from Ashley Mara. If something is not right, here is how returns and refunds work.

Return window

You have 21 days from the day your order is delivered to request a return. Requests made after this window has passed cannot be accepted.

Condition of returned items

To be eligible for a return, items must be unworn, unwashed and in their original condition with all tags attached and the original packaging. Items that show signs of wear, washing or damage caused after delivery cannot be returned.

How to start a return

Email us at support@ashleymara.com with your order number and the item or items you would like to return. We will reply within one business day with return instructions and the correct return address.

Please do not send items back to the address printed on your parcel. Contact us first and use only the return address we provide, or your return may not reach us and cannot be refunded.

Return shipping costs

For change-of-mind returns, including size and color, you are responsible for the cost of return shipping. You buy and pay for your own label and may use any carrier you like. If your item arrived faulty, damaged or incorrect, we cover the return shipping in full.

There are no restocking fees on any return. Delivery is free on everything we sell, so there is no outbound postage deducted from your refund.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or not what you ordered, let us know as soon as possible, ideally within 7 days of delivery, with your order number and a photo of the issue. Faulty items are covered for the full 21 day window. We will arrange a replacement or a full refund, including any return shipping, at no cost to you.

Refunds

Once we receive and inspect your return, we will email to confirm whether it is approved. Approved refunds are processed within 5 business days to your original payment method.

After we process the refund, it can take a further 5 to 10 business days for the funds to appear on your statement, depending on your bank or card issuer. This final step is handled by your bank and is outside our control.

Non-returnable items

Final sale items, gift cards and items marked as non-returnable on the product page cannot be returned or refunded unless they arrive faulty.

Exchanges

Need a different size or color? Email us at support@ashleymara.com within 21 days of delivery and we will let you know what is available. The condition rules and return shipping terms above apply to exchanges as well.

Cancellations

We can cancel an order only before it has been fulfilled. Contact us as soon as possible, ideally within 12 hours of ordering, and we will do our best to catch it.