Our Commitment to Your Satisfaction
At Ashland Online Store, we take pride in crafting decor pieces with care and delivering them with precision. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process. Our policy reflects the same attention to detail that goes into creating our exquisite collections.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed the next business day.
Shipping Methods & Delivery Times
| Shipping Method | Cost | Delivery Time | Carrier |
|---|---|---|---|
| Standard Shipping | $12.95 | 10-15 business days after shipment | DHL or FedEx |
| Free Shipping | Free (orders $50+) | 15-25 business days after shipment | EMS |
Please Note: Delivery times are estimates and may vary depending on destination, customs processing, and other factors beyond our control. We ship worldwide except to select Asian countries and remote regions.
Returns & Exchanges Policy
Return & Exchange Eligibility
We accept returns and exchanges within 15 days of your receipt date. To be eligible for a return or exchange, your item must be:
- In its original condition, unused and unassembled
- In the original packaging with all tags attached
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
Due to hygiene, safety, and the custom nature of certain products, the following items cannot be returned or exchanged:
- Bridal Bouquets (custom and personal nature)
- Candles & Fragrances (once opened or used)
- Bulbs (planting materials and seasonal items)
- Bowl & Vase Filler (opened packages)
- Bulk Floral & Supplies (cut or used materials)
- Any items that are personalized, custom-made, or marked as final sale
Return Process – Step by Step
Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Within 1-2 business days, we’ll email you a Return Authorization Number and shipping instructions. Do not ship items without this authorization.
Securely pack the items in their original packaging, including all parts and documentation. Include a copy of your receipt and the Return Authorization Number.
Send your return package to:
Ashland Online Store Returns
3249 Saint Marys Avenue
LOUISVILLE, US 30434
Once we receive and inspect your return (typically within 5-7 business days), we’ll process your refund or exchange.
Shipping Costs for Returns
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refund Timeline & Method
Once your return is approved, your refund will be processed within 3-5 business days. The refund will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
- PayPal: 3-5 business days to reflect in your account
Please note that original shipping fees are non-refundable.
For exchanges, we’ll ship the replacement item once the return is processed, using the same shipping method as your original order unless otherwise requested.
Return/Exchange Request Template
Copy and paste the template below into your email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Ashland Online Store Customer Service,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Insert your order number]
Order Date: [Insert order date]
Items to Return/Exchange: [List items with quantities]
Reason for Return/Exchange: [Please describe the reason – damaged, incorrect item, changed mind, etc.]
Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for: [Specify replacement item(s)]
[ ] Store credit
Contact Information:
Full Name: [Your full name]
Email: [Your email address]
Phone: [Your phone number]
Thank you for your assistance.
Sincerely,
[Your Name]
Need Assistance?
Our dedicated customer service team is here to help ensure your Ashland experience remains delightful. Contact us with any questions about returns or exchanges:
Email: [email protected]
Response Time: 1-2 business days
Store Address: Ashland Online Store, 3249 Saint Marys Avenue, LOUISVILLE, US 30434
Please have your order number ready when contacting us for faster service.
Ashland Online Store
“Crafted With Care. Delivered With Precision.”
© 2023 Ashland Online Store. All rights reserved.