Frequently Asked Questions - Ashour Shoes
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Ashour Shoes FAQ
General Information
1. How can I contact Ashour Shoes?
- Support Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
- Email: support@ashourshoes.com
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?
- MTO. Processing Time: 2–3 business days (orders placed after 10:00 PM processed next business day).
- Shipping Time: 5–10 business days depending on destination.
- Total Delivery Time: 7–14 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"?
- Contact your local post office with the tracking number.
- If unresolved, email us at support@ashourshoes.com.
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?
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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?
- Email support@ashourshoes.com or use our Contact Page.
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?
- Contact us at support@ashourshoes.com.
- We’ll send a replacement or issue a refund.
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?
- Contact support@ashourshoes.com for a replacement label.
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 Refund and returns policy