Return & Refund Policy

Last updated: 14 September 2026

Our 30-day return promise – in brief

  • Return period: you can cancel your purchase and return the item within 30 days of receipt. This is longer than the 14-day cancellation right you have under UK law. Please notify us by email, and we will send you the return address.
  • Return postage: you pay the cost of returning the item. We do not offer return labels, free returns, or exchanges.
  • Condition of the item: please return the item unused, unwashed and undamaged, with all tags and in the original packaging. We inspect all returns upon receipt.
  • Order cancellation before dispatch: orders are processed automatically, so we can only stop or change an order within 5 minutes of placing it. Your cancellation right still applies. After 5 minutes, simply return the item once you have received it.
  • Refunds: refunded to your original payment method, no later than 14 days after you have informed us that you wish to cancel. The fee for Shipping Protection is non-refundable.
  • Damaged, faulty or incorrect items: please notify us as soon as possible with photos, preferably within 3 working days. We will resolve the issue. You always have your statutory rights under the Consumer Rights Act 2015. Loose threads, minor open seams, size and personal taste are not faults (section 7).

1. Return period and condition of the item

You can cancel your purchase within 30 days from the day you received the item. The delivery date recorded by the courier counts. If your order arrives in multiple packages, the period starts from the day you received the last item. The 30 days include the statutory 14-day cancellation right under the UK Consumer Contracts Regulations 2013. Your order number is your proof of purchase.

You may examine the item as you would in a physical store. You may try it on at home, but not wear it. We ask that you return the item:

  • Unused and unwashed.
  • Unchanged and undamaged. There must be no traces of makeup, deodorant, perfume, pet hair, stains, smoke or other odours.
  • With all tags, labels, hygiene seals and original packaging. Shoes should be tried on indoors on a clean surface. Return them in the undamaged original shoe box, packed inside a shipping box (do not place the label directly on the shoe box).

We inspect all returns upon receipt. You can still exercise your cancellation right even if the item is not in the same condition as when you received it. However, if you have handled the item more than necessary to assess its nature, characteristics and function, you are liable for any loss in value. We will deduct an amount corresponding to the loss in value from your refund and explain why.

2. Return postage

  • You are responsible for the cost of return postage. You choose the courier and pay the postage, which is non-refundable.
  • This applies to all returns, whether you have changed your mind, received the wrong size, or the item simply does not suit you. We do not offer free returns or prepaid return labels. The exception is a confirmed fault or defect or an error on our part (section 6). In such cases, we cover the return costs if we ask you to send the item back.
  • Use a tracked shipping method and keep your proof of postage. You are responsible for the package until it reaches us. The receipt is also your proof that you have sent the item back.

3. How to return

  1. Send an email to support@ashbyandhaleharrogate.com within 30 days of receipt. Include your order number and which items you wish to return. You are welcome to state the reason for your return, but this is optional. You can also use the standard cancellation form at the bottom of the page or notify us in another way, as long as it clearly shows you wish to cancel the purchase.
  2. We will respond within one working day and send you return instructions and the return address by email. Only send the package to the address we provide. Do not use the sender address on the shipping label or any other address, as we will not be able to track the package.
  3. Pack the items securely. Write your order number on the outside of the package and include a note with the order number inside the package.
  4. Send the package no later than 14 days after you have informed us of your cancellation. Use a tracked shipping method and email us the tracking number.
  5. We will inspect the return within 3 working days of receipt and notify you by email.

We never reject a return because you did not contact us first. However, it helps us locate your order and refund you faster if you notify us and use the return address we provide.

4. Cancelling or changing an order

Once an order is confirmed, it is automatically forwarded to our supplier’s warehouse and processed within minutes. Therefore, we can only stop or change an order within 5 minutes of placing it. Immediately send an email to support@ashbyandhaleharrogate.com with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts. We always confirm cancellations in writing.

After 5 minutes, we can no longer stop or change the shipment. You do not lose your cancellation right. If you change your mind, notify us, receive the package and return the item under this policy at your own cost. We will then send you the return instructions. Refusing to accept the package at the door is not the same as cancelling the purchase. Always notify us by email (see our delivery policy, section 5).

5. Refunds

  • We will refund you no later than 14 days after you have informed us that you wish to cancel. We may wait to refund until we have received the item or you have shown us proof of return. Refunds will be made to the payment method used for the order. It may take an additional 5–10 working days for your bank or card issuer to show the amount. We cannot refund to a different card, account or person.
  • The refund covers the amount you paid for the returned items. Standard delivery is free. If you paid for standard delivery, we will also refund that amount when you return the entire order. Discounts are allocated proportionally across items in the order, so you receive the amount you actually paid for the item. Return postage is not refunded, except when we have asked you to return an item with a confirmed fault or defect (section 6).
  • If you selected Shipping Protection at checkout, this is an optional add-on to standard delivery and payment for the shipment itself. It is non-refundable when you return an order or part of it.
  • If the item has lost value because you have handled it more than necessary, we will deduct the loss in value from your refund (section 1).
  • We do not refund as store credit unless you specifically request it.

6. Damaged, faulty or incorrect items

We inspect all items before dispatch. If there is still a problem, we will resolve it. Please notify us as soon as possible, preferably within 3 working days of delivery and before you wear or wash the item. This also allows us to quickly complain to the courier. Please send us:

  • your order number
  • clear photos: a close-up of the problem, the whole item, size/wash label and, for transport damage, the packaging with the shipping label. For zips, buttons and fastenings, a short video helps.

A fault, defect or error on our part includes: a seam that has come undone so much the item cannot be used, a hole or tear on delivery, a broken zip or fastening, a missing part, an item that does not match your order confirmation (wrong product, size or colour), or damage from transport. Minor finishing faults, e.g. a seam or edge open over a small area with a few stitches missing, are not faults (section 7).

We assess all reports within 2 working days. When a fault or defect is confirmed, we will usually send you a free replacement item. This will be the same item or the missing or broken part if that resolves the issue. If the exact item is no longer available, we may, after agreement with you, send the same item in a different colour or a similar item of equal value. You only need to return the faulty item if we ask you to, and in that case we will pay the return postage.

Your statutory rights: You have your statutory rights under the Consumer Rights Act 2015 for items that were faulty at delivery. You must complain within a reasonable time after discovering the fault. Complaining within 2 months is always timely. Depending on the case, you may require repair, replacement, a price reduction or to cancel the purchase and get a refund. Our offer of a replacement item does not limit these rights. Photos help us process your case quickly. If you do not have photos, we will find a solution with you.

7. What is not a fault

Our products are produced in batches, and some finishing is done by hand. The following characteristics are normal for the product and not faults. You may return items with these characteristics within the return period (at your own cost, sections 1–3), but they do not entitle you to free returns or a replacement item as a faulty product. This list does not limit your statutory rights for genuine faults.

  • Loose threads or small threads at seams and edges that can be trimmed with scissors.
  • A small open area at a seam or edge with a few loose or missing stitches, up to about 2 cm, which can be sewn together with needle and thread in a minute. This is normal for mass-produced clothing and not a fault.
  • Small irregularities in stitching or slight asymmetry within normal production tolerance.
  • Raw or unfinished edges, worn, faded or washed effects that are part of the design, as shown in product photos.
  • Measurements that vary by up to 2–3 cm from the size guide or between two items of the same size, due to cut and fabric.
  • Colour or shade differences due to screen settings, lighting in photos or normal variation between dye lots. Small differences in placement of prints, buttons or details compared to product photos.
  • Fabric or finish that feels different than expected, e.g. weight, thickness, stretch, softness or sheen. Material composition and properties are listed on the product page.
  • Items that look different on you than on the model, or styling differences.
  • Creases or press marks from packaging and a "new textile" smell that disappears after airing or first wash.
  • Small marks or dents on outer packaging or product box when the item itself is undamaged.
  • The item does not fit (section 8), you no longer need it, you ordered the wrong size or colour, or you found it cheaper elsewhere.
  • Damage occurring after delivery: wear, washing or drying contrary to the care label, heat, pilling, pulled threads, alterations, repairs, pets or accidents.
  • Items where tags or labels have been removed or cut off.

If you are unsure about anything, please read the product description, material composition and size guide before ordering, or ask us. We are happy to help you find the right item before you buy.

8. Size and fit

All product pages have a size guide with measurements in centimetres and inches. Sizes follow the manufacturer’s measurements and may differ from the size you normally wear in other stores. Measure a piece of clothing you own and compare with the guide. If you are between two sizes, choose the larger or ask us before ordering. Clothing of the same size can vary by up to 2–3 cm due to cut and fabric. You can see all this information before buying, so a wrong size or unexpected fit is not a fault. You may return the item at your own cost under sections 1–3 and order the correct size.

9. Items that cannot be returned

  • Underwear, lingerie, swimwear, tights, earrings and cosmetics if the hygiene seal is broken or packaging opened after delivery. This is for health and hygiene reasons.
  • Items made to your measurements or personalised.
  • Gift cards.

Items that have been used, washed, altered or damaged after delivery can still be returned within the period. However, we will deduct any loss in value from the refund (section 1).

10. Exchanges

We do not exchange items. If you want a different size or colour, return the original item under sections 1–3 and order the item you want. This is the fastest solution, and you do not have to wait for stock changes or return shipments.

11. Fair use

We monitor returns to keep the return process fair for everyone. We may deduct loss in value from refunds and refuse future orders if we see repeated returns of used items or returned items that are not the ones purchased. This also applies to repeated complaints that cannot be documented. Your statutory rights are not affected.

12. Complaints

If you wish to complain about a purchase, please contact us first at support@ashbyandhaleharrogate.com. We will find a solution with you. If we cannot agree, you can complain to the Citizens Advice consumer service or an approved alternative dispute resolution (ADR) provider.

13. Customer service

Customer service is open Monday to Friday 9:00 am–5:00 pm (local time). Closed Saturdays, Sundays and public holidays. We respond within one working day.
Email: support@ashbyandhaleharrogate.com

Standard cancellation form

This form should only be completed and returned if you wish to cancel your purchase. You can also notify us in another way.

  • To: Ashby & Hale Harrogate, support@ashbyandhaleharrogate.com
  • I/we (*) hereby give notice that I/we (*) wish to exercise my/our (*) right to cancel the purchase of the following goods (*):
  • Ordered on (*) / received on (*):
  • Order number:
  • Consumer’s/consumers’ name(s):
  • Consumer’s/consumers’ address(es):
  • Consumer’s/consumers’ signature(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.

Questions?

Contact us at support@ashbyandhaleharrogate.com or via our contact page. Customer service: Monday–Friday 09:00–17:00 (closed Saturday and Sunday). We usually reply within 24 hours on weekdays.

Company: Black Nocturne LLC
Registration number: 2026-001958126 (Wyoming, USA)
Address: 30 N Gould St, Ste N, Sheridan, Wyoming, 82801, USA