Frequently Asked Questions - Ashour Shoes

Frequently Asked Questions - Ashour Shoes

Ashour Shoes FAQ

General Information

1. How can I contact Ashour Shoes?

  • Support Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
  • Phone: +39 3393413079
  • Email: support@ashourshoes.com
  • Trade name: Ashour Shoes
  • VAT Number: IT 09907410964
  • Address: Via Borgogna 2, Milano, MI 20122, Italy

2. What payment methods do you accept?

  • Accepted Methods: Visa, Mastercard, American Express, Discover, UnionPay, Klarna.
  • Currency: Prices in USD, converted to local currency at purchase.

Shipping

3. What are the processing and delivery times?

  • Processing Time: 1–2 business days (orders placed after 10:00 PM processed next business day).
  • Shipping Time: 5–10 business days depending on destination.
  • Total Delivery Time: 6–12 business days.

4. Do you offer free shipping?

  • Yes, free worldwide shipping is included.

5. Are there shipping restrictions?

  • We cannot ship to military zones or the following countries:
    • Cuba, Iran, North Korea, Sudan, Syria, Crimea Region of Ukraine.

6. Can I track my order?

  • Tracking information is emailed after shipment and may take 2–5 days to activate.

7. What if my tracking shows "Returned to Sender"?

8. What happens if I enter the wrong shipping address?

  • Before Shipping: Email us immediately for correction.
  • After Shipping: We cannot change the address, but you may return the order upon delivery.
  • What happens if the shipment is late?

  • Possible Delays

    • Reasons: Weather, customs, holidays, or backlogs.
    • Unchanged Status: Tracking updates may be sporadic until passing major checkpoints. If such delays occur, as a compensation, we will issue a 20% discount code valid for 1 year applicable for future purchases of any amount.

Returns, Refunds, and Exchanges

9. What is the return window?

  • Returns are accepted within 30 days of delivery.

10. What are the conditions for a return?

  • Items must be unused, undamaged, and in original packaging.

11. Who pays for return shipping?

  • Customer-paid: For change of mind or subsequent exchanges.
  • Ashour Shoes-paid: For defective, damaged, incorrect items, or first exchanges.

12. How do I initiate a return?

13. What is your refund policy?

  • Refunds are processed within 5–7 business days after inspecting the return.
  • Issued to the original payment method.

14. Do you charge a restocking fee?

  • No, there are no restocking fees.

Damaged, Defective, or Incorrect Items

15. What should I do if I receive a defective or damaged item?

  • Contact support@ashourshoes.com immediately with photos (within 48 hours).
  • Choose between a replacement or full refund.

16. What happens if I receive the wrong product?

  • Contact us immediately.
  • Return shipping is covered, and we’ll send the correct product.

17. Can I exchange an item for a different size, color, or model?

  • Exchanges are accepted within 30 days of delivery.
  • First Exchange: Free return shipping.
  • Subsequent Exchanges: Customer pays return shipping.

18. What if I never received my order?

  • Contact us to initiate an investigation.
  • If unresolved, choose between a full refund or replacement.

Order Issues

19. Can I cancel my order?

  • Before Shipping: Yes, contact us immediately.
  • After Shipping: Orders in transit cannot be canceled but can be returned upon delivery.

20. An item is missing from my order. What should I do?

Other Questions

21. Why isn’t my tracking information available?

  • Tracking may take 2–5 days to activate after shipment.

22. How should I package my return?

  • Use original packaging or equivalent to prevent damage during transit.

23. Lost my return label. What do I do?

24. Why isn’t free return shipping available for all returns?

  • Free return shipping applies only to defective, damaged, incorrect items, and the first exchange.

View our Shipping Policy

View our Refund and returns policy