Shipping policy

Major update:


Due to Trump's tariffs on goods imported from Asia, 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.

 

Support Contact Information

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

The following Shipping policy is valid for worldwide customers:

Processing Time

  • Order Processing (MTO): 2–3 business days (Monday to Friday).
  • Last Order Time: 10:00 PM (GMT+1) Central European Time.
  • Weekend Orders: Processed on the next business day.

Shipping Time

Transit Time: 5–10 days, depending on destination.
MTO time: 2-3 Business Days
Total Delivery Time: 7–13 business days (processing + transit time). For late shipments you can get a compensation

During Chinese Holidays, orders can take up to 30 days to be processed and delivered.

Shipping Destinations

  • Worldwide Shipping: From our warehouses in China, Europe, or the USA.
  • Carriers Used: 4PX, USPS, UniUni, DHL.
  • Shipping Cost: Free worldwide shipping.

Where do you ship from? As we deal with many suppliers and factories, our items ship from warehouses in Italy, China or the USA depending on where the product is stored. Typically the order will ship from the warehouses closest to your shipping address if the product happens to be available there.

Shipping Restrictions

We cannot ship to military zones or the following countries due to postal restrictions:

  • Cuba
  • Iran
  • North Korea
  • Sudan
  • Syria
  • Crimea Region of Ukraine

Order Tracking

  • Tracking Information: Will be sent via email once your order ships.
  • Availability: May take 2–5 days after shipment to become active.

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.

Damaged or Defective Items

  • Eligibility: Full refund or a free replacement (the same item will be sent)
  • Action Required: Contact us at support@ashourshoes.com

Wrong Size Received

  • Free Exchange: Return the item for a correct size at no extra cost.

General Returns

  • Return Window: Within 30 days of delivery.
  • Conditions: Item must be unused and in original packaging.
  • Return Shipping Costs:
    • Our Error: We cover the cost.
    • Customer Remorse: Customer pays return shipping. 
    • Once the return request is approved, items should be returned to: Via Borgogna 2, Milano, MI 20122, Italy
  • View the full Refunds and Returns policy here

Restocking Fee

  • None: We do not charge restocking fees.

Refunds

  • Processing: Issued to original payment method after item inspection.
  • Time Frame: 5–7 business days after processing.

Order Cancellations

  • Before Shipping: Allowed—contact us immediately with in the first 24 hours of placing the order.
  • After Shipping: Cannot cancel the order while its in transit but it can be returned upon delivery. Check our return policy here

Payment Methods Information

  • Accepted Methods:
    • Credit/Debit Cards: Visa, Mastercard, American Express, Discover, UnionPay.
    • Other: Klarna.
  • Currency: Prices are in USD; converted to local currency at purchase. All prices are final and include Taxes and duties.

Frequently Asked Questions

Q: How can I track my order?

A: You'll receive a tracking number via email with instructions.

Q: Why isn't my tracking information available?

A: It may take 2–5 days after shipment for tracking to activate.

Q: What if I entered the wrong shipping address?

  • Before Shipping: Email us immediately to update.
  • After Shipping: We are unable to change the address once the order is in transit.

Q: My tracking shows "Returned to Sender." What now?

  • Step 1: Contact your local post office with your tracking number.
  • Step 2: If unresolved, email us at support@ashourshoes.com

Q: An item is missing from my order.

We strive to provide excellent service and are here to assist with any questions or concerns.