Shipping
1. Where we deliver
We currently deliver to UK and worldwide. Available destinations and delivery methods are shown at checkout. We may be unable to deliver to PO boxes, parcel-forwarding services or certain restricted, remote or offshore locations.
If a destination is not available at checkout, please contact sales@ashlux.co.uk before ordering. We cannot guarantee that we can arrange an alternative.
2. Processing and dispatch
Orders are normally processed within one to two working days after payment is authorised. Orders placed after 12pm or on weekends or UK bank holidays begin processing on the next working day.
Processing times may be longer during launches, promotions, public holidays, severe weather or unusually high demand. We will contact you if there is a significant delay or a stock issue.
3. Delivery options and estimates
The delivery methods, charges and current estimates available for your address will be shown at checkout before you place the order. Recommended website wording:
| Service | Estimated delivery | Charge |
| UK Standard | 2–5 working days after dispatch | Shown at checkout |
| UK Express | 1–2 working days after dispatch | Shown at checkout |
| Other destinations | 5-10 working days after dispatch | Shown at checkout |
Delivery dates are estimates unless we expressly agree a guaranteed date. Unless a different period is agreed, UK consumer law generally requires delivery without undue delay and within 30 days after the contract is formed.
4. Free UK shipping over £25
We offer free standard UK shipping when the qualifying order value is more than £25 after discounts and before shipping charges. The checkout will confirm whether the address and order qualify.
Free shipping applies only to the eligible standard service unless a promotion expressly states otherwise. It is not redeemable for cash and cannot be applied retrospectively.
5. Shipping charges
Shipping charges are calculated and displayed before you submit the order. Charges may depend on destination, service level, parcel weight, order value or carrier surcharges. We will not add a mandatory charge after you place the order without your agreement.
6. Tracking
Where tracking is available, we will send tracking information to the email address used for the order. Tracking may take time to update after dispatch. Some lower-cost services may provide delivery confirmation rather than step-by-step tracking.
7. Correct delivery information
You are responsible for providing a complete and accurate delivery address. Contact us immediately if you notice an error. We will try to amend the address before dispatch but cannot guarantee this once fulfilment has started.
If a parcel is returned because an address supplied by you was incomplete or incorrect, or because it was not collected, we may ask you to pay a reasonable redelivery charge. If the order is refunded instead, we may deduct direct costs where lawful. We will not make a deduction where the failure was ours or the carrier’s responsibility.
8. Delivery and risk
Goods remain at our risk until they come into your physical possession or the possession of a person you identified to receive them. Delivery may be completed according to the carrier’s safe-place or nominated-neighbour process only where you authorised or accepted that option. Choosing a safe place may affect how a later loss claim is assessed, but it does not remove rights that cannot lawfully be excluded.
9. Delayed delivery
Check tracking first, then contact sales@ashlux.co.uk if the delivery estimate has passed. We remain responsible for fulfilling the order and will work with the carrier to investigate.
If delivery by an agreed date was essential, or if we fail to deliver within an additional reasonable period you give us, you may have the right to cancel and receive a refund under consumer law. Nothing in this policy limits those rights.
10. Lost parcels
If tracking indicates delivery but you cannot locate the parcel, check the delivery location, household members, neighbours and any carrier photograph or notice, then contact us promptly. We may ask you to complete a short non-receipt confirmation so that we can investigate. Where the parcel is lost before risk passes to you, we will provide an appropriate replacement or refund.
11. Damaged, opened or incorrect deliveries
Inspect the parcel as soon as reasonably possible. If it is damaged, opened, missing an item, contains the wrong item or has a broken product seal, do not use the affected product. Contact sales@ashlux.co.uk promptly with the order number and photographs of the parcel, shipping label, product and batch details where possible. We will arrange an appropriate remedy and cover reasonable return costs for qualifying claims.
12. Split shipments
We may send items from one order in separate parcels. You will not be charged additional shipping because we choose to split an order. We will provide separate dispatch information where available.
13. International orders, duties and restrictions
International customers are responsible for checking whether products may lawfully be imported and used in their destination. Import VAT, customs duty, handling charges and local taxes may be payable unless checkout states that they are included. Delays caused by customs are outside normal delivery estimates, but we remain responsible for obligations that cannot be excluded by law.
If a parcel is refused, unclaimed or returned because of unpaid import charges or an import restriction that was clearly disclosed, we may deduct direct return or customs costs from a refund where lawful. This does not apply where the product was faulty, misdescribed or sent in breach of our obligations.
14. Contact
For shipping questions, contact sales@ashlux.co.uk. Include your order number whenever possible.
