Returns & Exchange Policy
Your rights when shopping with Aish, including made-to-order items, ready-to-wear returns and faulty goods.
1. Made-to-Order and Bespoke Items
Most Aish pieces are made to order and cut to your individual measurements and specifications. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(1)(b), goods made to the consumer's specification or clearly personalised are exempt from the 14-day cooling-off period.
This means that once production of your made-to-order piece has begun, you do not have a right to cancel or return it simply because you have changed your mind.
However, if production has not yet started, we may be able to accommodate a cancellation as a goodwill gesture. Please contact us on WhatsApp as soon as possible with your order number.
2. Ready-to-Wear Items
If you purchase a ready-to-wear item (not made to your measurements or specifications), you have a 14-day cooling-off period starting from the day after you receive the item. This is your right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To cancel and return a ready-to-wear item:
- Contact us on WhatsApp within 14 days of delivery to notify us.
- Items must be unworn, unaltered, unwashed and returned with all tags attached.
- Return shipping costs are the responsibility of the buyer.
Once we receive the returned item and confirm it meets the conditions above, we will issue a full refund within 14 days via your original payment method.
3. Faulty or Damaged Items
Under the Consumer Rights Act 2015, you have the following rights if your item is faulty, not as described, or not of satisfactory quality:
- Within 30 days of delivery: You have a short-term right to reject the goods and receive a full refund.
- Within 6 months of delivery: You are entitled to a repair or replacement. If neither is possible, you are entitled to a full refund. During this period, it is assumed the fault was present at delivery unless we can prove otherwise.
- After 6 months: You are still entitled to request a repair, but the burden is on you to demonstrate the fault was present at the time of delivery.
If you believe your item is faulty or arrived damaged, please contact us on WhatsApp with your order number and clear photos of the issue.
4. How to Return an Item
- Contact us on WhatsApp with your order number and reason for return.
- We will confirm whether your item is eligible and provide a return authorisation.
- Ship the item back to us using a tracked delivery service. Please keep your tracking number and proof of postage.
- Once we receive and inspect the item, your refund will be processed within 14 days via your original payment method.
5. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. For more information about your rights, visit citizensadvice.org.uk.