Frequently Asked Questions (FAQ)
Return and Refund Policy
What is Ashmere Casa’s returns policy?
You have the right to return your order within 30 days of receiving it. Items must be returned in their original condition and packaging. Once we receive the item in good condition, we will issue a full refund, excluding return postage costs.
Are there any costs associated with returning products?
Yes, customers are responsible for return postage costs. We strongly recommend using a tracked service, as Ashmere Casa cannot be held responsible for lost or untraceable returns. Please contact us before returning your item to receive the return address and instructions. For full details, visit our Return and Refund Policy.
When will I get my refund?
Once we’ve received and inspected your return, we’ll let you know if the refund is approved. If approved, you’ll be automatically refunded within 5 business days.
We do not refund original shipping costs unless the item was damaged or incorrect on arrival.
How long does it take to process my return?
Once we receive your return, we aim to process it within 5 business days. You will receive an email confirmation once the return has been completed.
Orders & Delivery
What are the delivery times and charges?
We offer free standard delivery across the United Kingdom. Orders placed before 11:00 PM (GMT+0) will begin processing on the same business day. Our standard delivery timeframe is 4–7 business days, which includes a processing period of 1–2 business days and shipping time of 3–5 business days, depending on your location.
Please note that delivery times are estimates and do not account for potential delays due to customs, holidays, or local postal services. For full details, please see our Shipping Policy.
Does Ashmere Casa offer international shipping?
At this time, we only ship within the UK. This allows us to maintain high standards in delivery reliability and customer service.
How can I track my order?
Once your order has been dispatched, you will receive an email with a tracking number. You can use this number on our Track My Order page to check the status of your delivery.
What should I do if my order hasn’t arrived on time?
If your order is delayed, please allow an additional 1–2 business days for updates. If you still haven’t received it, contact us at info@ashmerecasa.com or call us on +44 20 3996 2388, and we’ll assist you promptly.
Payments
Which payment methods are accepted?
Ashmere Casa accepts a wide range of payment methods including:
- American Express
- Apple Pay
- Google Pay
- MasterCard
- Maestro
- Shop Pay
- UnionPay
- Visa
Available payment options will be shown during checkout. For more information, please see our Payment Policy.
Will I receive an invoice for my order?
Yes, an invoice will be emailed to you automatically once your order is completed.
Are there any additional fees for certain payment methods?
Generally, no additional fees are applied for using your preferred payment method. Any applicable charges will be clearly shown at checkout before you complete your purchase.
What should I do if there’s a payment error?
If you believe there has been a payment error, please contact our customer service team immediately for assistance.
For further questions, please contact us at:
Business name: Homerise Innovations HK Limited
Business address: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong
Company Registration Number: 75187693
Email: info@ashmerecasa.com
Telephone number: +44 20 3996 2388
Contact form: Here
Customer service opening hours (GMT+0):
Monday–Friday: 8:00 AM–6:00 PM
Saturday–Sunday: 11:00 AM–3:00 PM