Shipping Policy Ashvell

Shipping Policy – Ashvell

Ashvell operates exclusively as an e-commerce business, providing delivery services across the United Kingdom and internationally. This policy outlines timeframes, shipping methods, responsibilities, and delivery conditions. By completing a purchase, you acknowledge and agree to the terms below.

1. Order Processing

  • Orders are processed only after payment confirmation.

  • Internal processing may take up to 3 working days, depending on order volume and stock availability.

  • Orders placed on weekends or public holidays will be processed from the next working day.

2. Tracking Code

  • Once dispatched, you will receive a tracking code via email.

  • The tracking code may take up to 3 working days to show movement in the courier’s system.

  • Customers are responsible for monitoring their tracking and being available to receive the parcel at the address provided.

3. Delivery Timeframes

  • Delivery times shown at checkout are estimates and may vary depending on logistics, location, and external factors.

  • The maximum delivery timeframe is 20 working days, though exceptions may apply in remote or hard-to-reach areas.

  • Delays caused by customs clearance, strikes, roadblocks, or force majeure events do not constitute a breach of contract.

4. Proof of Delivery

  • Delivery will be deemed complete when the courier registers the status as “Delivered” in the tracking system.

  • Receipt by third parties (concierge, neighbour, or family member) will be considered valid for delivery confirmation.

  • Customers are responsible for ensuring the delivery address provided is complete and accurate. Incorrect or incomplete addresses may lead to delays or returns.

5. Delivery Attempts and Reshipping Costs

  • If an order is returned due to the recipient’s absence, refusal of delivery, or incorrect address, the reshipping costs will be the customer’s responsibility.

6. Non-Receipt Claims

  • Claims for non-delivery will only be accepted once the maximum delivery timeframe set out in this policy has elapsed.

  • Customers must contact us at support@ashvell.com and allow up to 48 working hours for a response.

  • A formal case must be opened with the courier before any resolution can be provided.

7. Shipping Costs and Additional Fees

  • Shipping costs are calculated based on the delivery address and the weight/volume of the product.

  • Any customs duties or local taxes are the responsibility of the customer, unless otherwise required by law.

8. Changes and Cancellations

  • Orders that have already been processed or shipped cannot be altered or cancelled.

  • If the customer wishes to return the product, the conditions outlined in the Refund and Return Policy will apply.

9. Limitation of Liability

Ashvell will not be held responsible for:

  • Damage or loss caused by improper handling by the courier.

  • Delays arising from external or unpredictable events.

  • Incorrect or incomplete addresses provided by the customer.

10. Contact

  • Email: support@ashvell.com

  • Response time: up to 48 working hours

  • Online customer service only — we do not operate a physical store.