Refund policy

REFUND POLICY

Returns & Refunds

We offer refunds within 14 days from the date you receive your order.

To be eligible for a return, your item must be:

  • Unused and unworn, with tags attached.
  • In its original packaging and in the same condition as received.
  • Accompanied by a receipt or proof of purchase.

Return shipping costs are the customer’s responsibility.

How to Request a Return

To initiate a return, please contact us via our Contact Page or email contact@asantlondon.com with:

  • Your order number
  • Your full name
  • The reason for return

Once your return is approved, we will provide instructions on where to send your package. Returns sent without prior approval will not be accepted.

Refund Processing

Once we receive and inspect your return, we will notify you of its approval status. If approved:

  • A refund (minus a £4 return processing fee) will be processed to your original payment method within 10 business days (excluding the original shipping fee).
  • Original shipping fees are non-refundable, as these are paid to our delivery provider and not retained by us.
  • Your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at contact@asantlondon.com.

Sale & Customised Items

Items purchased during sales, using promotional discounts or customised are non-refundable.

Where multiple orders are placed using different promotions or discount tiers, we reserve the right to review orders collectively to ensure fair use of promotional pricing.

If part of an order is returned, the remaining item(s) will be adjusted to the applicable pricing tier. This ensures consistency and prevents unintended misuse of offers.

We reserve the right to refuse returns or adjust refunds where promotional misuse or irregular purchasing patterns are identified.

Damages & Incorrect Orders

Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us immediately, and we will work to resolve the issue.

Exchanges

To exchange an item, you must return the original item first. Once your return is accepted, you may place a new order for the desired item.