Refund policy

Overview

At Ashmirah, we take great care to ensure every jewellery piece reaches you in perfect condition. As our products are delicate and, in some cases, hygiene-sensitive, returns are handled in line with UK consumer protection laws and the conditions outlined below.

This policy applies to all purchases made through our online store and does not affect your statutory rights under UK consumer law.

Right to Cancel (UK Online Orders)

If you are shopping online, you have the legal right to cancel your order within 14 days of receiving your item, in accordance with the UK Consumer Contracts Regulations.

Conditions for cancellation

  • You must notify us of your decision to cancel within 14 days of delivery
  • Items must be returned unused, unworn, and in their original packaging with all tags intact
  • You are responsible for return postage costs for change-of-mind cancellations
  • Original standard delivery charges will be refunded (express delivery upgrades are non-refundable)

Items excluded from the right to cancel

The right to cancel does not apply to:

  • Earrings or other hygiene-sensitive items once opened or unsealed
  • Personalised or custom-made items
  • Items sealed for hygiene reasons that have been opened after delivery

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, you are entitled to a remedy under the Consumer Rights Act 2015.

What to do

Please contact us within 48 hours of delivery at:
ashmirahbyashi@gmail.com

Include:

  • Your full name
  • Order number
  • Description of the issue
  • Clear photos of the issue
  • An unboxing video (strongly recommended where available)

Providing an unboxing video helps us assess claims quickly, but where a video is not available, we may request alternative evidence.

Remedies

For faulty, damaged, or incorrect items, you may choose one of the following remedies, in line with your statutory rights:

  • Replacement of the same item (subject to availability)
  • Full refund to the original payment method

Where a replacement is not available, a refund will be issued.
Ashmirah will cover reasonable return postage costs for approved faulty or incorrect items.

Hygiene-Sensitive Items (Earrings)

For hygiene reasons, earrings may only be returned if the hygiene seal and packaging are completely unopened and intact, unless the item is faulty or incorrect.

This does not affect your rights where an item is faulty.

Evidence & Condition of Returns

Returned items must:

  • Be unused and unworn
  • Include original packaging, tags, and accessories
  • Match the condition described in the return request

For change-of-mind returns, refunds may be reduced if the item has been handled beyond what is necessary to inspect it.

For faulty or incorrect items, a full refund will be issued in accordance with UK law.

How to Request a Return

  • Email ashmirahbyashi@gmail.com with your order details and reason for return
  • Wait for return approval and instructions
  • Send the item back using the provided guidance

Items sent back without prior approval may not be processed.

Refunds

  • Refunds are issued to the original payment method
  • Once the returned item is received and inspected, refunds are processed within 10 business days
  • Your bank or payment provider may take additional time to reflect the refund

If more than 15 business days have passed since refund approval, please contact us.

Exchanges

We do not offer direct exchanges.
If a faulty or incorrect item is approved for return, a replacement may be requested subject to availability.

Contact Us

For all return or refund enquiries, please contact:
📧 ashmirahbyashi@gmail.com

You may also reach out via our Instagram page for quicker assistance.