Frequently Asked Questions
Quick answers about ordering from Ashour Shoes. For anything not covered here, email support@ashourshoes.com (Monday–Friday, 9:00–17:00 GMT+1).
Shipping
How much does shipping cost?
Shipping is free worldwide.
How long does delivery take?
Orders are prepared in 2–3 business days, then take 5–10 days in transit depending on the destination, so most orders arrive in 7–13 business days. During Chinese public holidays an order can take up to 30 days. If a shipment is delayed we send a 20% discount code, valid for one year, as compensation.
Where do orders ship from?
From our partner warehouses in Italy, China or the USA, usually the one closest to you that has your item in stock. Carriers include 4PX, USPS, UniUni and DHL.
How do I track my order?
You receive a tracking number by email when your order ships. Tracking can take 2–5 days to activate. You can also look up your order on our order tracking page.
Do you ship to my country?
We ship to most countries. We cannot ship to military zones, Cuba, Iran, North Korea, Sudan, Syria or the Crimea region of Ukraine.
Why isn't my tracking information updating?
Tracking can take 2–5 days to activate after shipment, and updates may be sporadic until the parcel passes major checkpoints. Weather, customs, holidays and carrier backlogs can also cause delays.
My tracking shows "Returned to Sender". What now?
Contact your local post office with your tracking number. If that doesn't resolve it, email support@ashourshoes.com.
I entered the wrong shipping address. Can I change it?
Before the order ships, email us immediately and we will correct it. Once it has shipped we can no longer change the address, but you can return the order after delivery.
What if my order never arrives?
Contact us and we will open an investigation with the carrier. If it can't be resolved, you can choose a full refund or a replacement.
Returns, exchanges and refunds
What is your return policy?
You can return items within 30 days of delivery. Contact us first so we can approve the return; we then send you a prepaid return label, so return shipping is free. Items should be unused and in their original packaging. See the full refund policy.
Can I exchange for a different size?
Yes. Size exchanges are free, including return shipping with a prepaid label.
When will I get my refund?
We process refunds within 3 business days of receiving and inspecting the returned item. Refunds go to your original payment method; how long they take to appear depends on your bank or card provider.
What if my item arrives damaged or wrong?
Email support@ashourshoes.com with photos. You can choose a full refund or a free replacement of the same item.
Do you charge a restocking fee?
No. There are no restocking fees.
How should I pack my return?
Use the original packaging, or similar packaging that protects the item in transit.
I lost my return label. What do I do?
Email support@ashourshoes.com and we will send you a new one.
An item is missing from my order. What should I do?
Email support@ashourshoes.com and we will send the missing item or refund it.
Can I cancel my order?
Yes, within 24 hours of placing it and before it ships. Once an order is in transit it cannot be cancelled, but you can return it after delivery.
Sizing
How do I choose my size?
Each size on our product pages shows the US, UK and EU equivalent (for example US9/UK8/EU42). If a product page has its own size chart, use that one; otherwise use our size calculator, which converts from your foot length in inches or centimetres.
What if my half size isn't available?
Choose the next size up.
Do men's dress shoes fit true to size?
Most of our models fit true to size; when a model runs differently, its product page says so. If the first pair doesn't fit, the size exchange is free.
Payment and prices
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, Maestro, Diners Club and UnionPay cards, plus Apple Pay, Google Pay, Shop Pay and Klarna, depending on your country.
Which currency are prices in?
Prices are set in US dollars and shown converted to your local currency at checkout. Prices are final and include taxes and duties.
Contact
How can I reach customer support?
Email support@ashourshoes.com or call +39 339 341 3079, Monday–Friday, 9:00–17:00 (GMT+1).