Refund policy

Last Updated: 8th April 2025

Major update:

Due to Trump's tariffs on goods imported from China,  starting May 2nd customers may be required to pay additional customs duties when receiving their orders in the U.S. This means the total cost of your purchase may be higher than the listed price. Also, the total shipping time might be longer as goods need to be cleared by customs before they are released for delivery. 

At Ashour Shoes, your satisfaction is our top priority. This policy outlines how you can request returns, exchanges, or refunds. Applicable to customers worldwide.

Contact Information

  • Support Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
  • Email: support@ashourshoes.com

Refunds

  • Processing Time:

    • Refunds are processed after we receive and inspect the returned item.
    • Typically 3–5 business days of processing time is needed before the refund appears in your account.

  • Refund Method:

    • Issued to the original payment method used while placing the order
    • Refunds will be processed in the same currency you paid in, and you will receive the same amount regardless of currency conversions or fluctuations.
    • Processing time may vary depending on your bank or credit card provider. Generally the refund arrives within 3-5 business days

  • Notification:

    • You will receive an email confirmation once your refund is processed.

General Return Policy

  • Return Window: Returns are accepted within 30 days of delivery.
  • Item Condition: New or slightly used; Meaning that products must be undamaged and in their original packaging. Returns however are not accepted for MTO (made to order items)
  • How to Initiate a Return:
  • Response Time: Allow 1–2 business days for email responses. Check your spam folder if you don’t see a reply.

Specific Return and Refund Conditions

Each return request should be justified and must fall under one of the following reasons:

  1. Change of Mind

    • Eligibility: Return within 30 days if the product is unused, undamaged, and in original packaging.
    •  For EU customers: EU Consumer Rights Directive: Gives consumers various rights, including the right to withdraw from a sales contract without explanation within 14 days (a "cooling off period") and the right to seek a repair, replacement, or full or partial refund for a product which is defective, faulty, or not as described within two weeks. But our 30 days return policy applies nonetheless to European union customers as well. So that, the period extends from 14 days to 30 days.
    • In this case: Customer is responsible for return shipping costs.
    • Return Address: An address, or a return label will be communicated once the return is approved.
    • Return method: You can return the item by mail, with any service of your choosing. As soon as you send the item back to us, you must send us the tracking number so we can identify the package once it arrives

  2. Defective Goods

    • Action Required: Contact customer service immediately and provide pictures of the received items. Contact us page
    • Return Shipping: Ashour Shoes covers return shipping costs.
    • Resolution: Choose between a replacement product of the same price tier or a full refund.

  3. Damaged Goods

  4. Incorrect Product Received

    • Action Required: Contact us immediately if the product received is not what you ordered or if it were to be different from the product's description and specifications outlined on the product's page and provide pictures of the received items. Contact us page
    • Return Shipping: Ashour Shoes covers return shipping costs.
    • Resolution: We will send the correct product.

  5. Product Never Arrived

    • Action Required: Contact us to initiate an investigation with the courier.
    • Resolution: If not found, choose between a full refund or a replacement product.

  6. Order Cancellation

    • Before Shipping: You may cancel your order if it has not yet been shipped. Contact us within the first 24 hours of placing the order to cancel it.
    • After Shipping: Orders in transit cannot be cancelled but can be returned upon delivery if the reason is "Change of mind"
      • Return Shipping: Customer-paid shipping applies.

  7. Exchanges

    • Eligibility: Exchange items within 30 days of delivery for a different size, color, or model of the same price.
    • First Exchange:
      • Return Shipping: Free return shipping with a prepaid label provided.
    • Subsequent Exchanges:
      • Return Shipping: Customer is responsible for return shipping costs.

Return Shipping Costs

View the full shipping policy here

  • Customer-Paid Returns:

    • Applicable for:
      • Change of mind within the first 30 days of delivery (the product is no longer needed) 
      • Subsequent exchanges after the first free exchange.
    • Return shipping is at the customer's expense (including duties or taxes where applicable)
    • The return address: An address, or a return label will be communicated once the return is approved.
    • Returns are not accepted unless they are communicated to us first and approved. Otherwise the return is not accepted.
    • Note: Mark your package as a "returned package" to avoid further duties costs

  • Ashour Shoes-Paid Returns:

    • Applicable when:
      • The item is defective, damaged, incorrect or different from what is written, shown and described on the product's page
      • It's the first exchange request.
    • Note: We will issue a prepaid return label.

Initiating a Return

  1. Contact Us: Email support@ashourshoes.com with your order details. (Contact us page)
  2. Follow Instructions: We will provide specific return instructions.
  3. Return Label: A prepaid return label will be provided for eligible cases.

 

Frequently Asked Questions

  • Lost Return Label:

  • Why Can't I Get Free Return Shipping?

    • Eligibility: Free return labels are issued for defective, damaged, or incorrect items, and for the first exchange only.

  • How Should I Package My Return?

    • Guidelines: After the return request is approved ensure items are returned in suitable packaging to prevent damage during transit to the return address: An address, or a return label will be communicated once the return is approved.

Additional Notes

  • Response Time:

    • Please allow 1–2 business days for us to respond to your inquiries.
    • Check your spam or junk mail folder if you do not see our reply.

  • Return Packaging:

    • Items should be returned in their original packaging or equivalent to prevent damage.

 

We are committed to providing excellent customer service and are here to assist you with any questions or concerns regarding your purchase. Your satisfaction is important to us.