customer care

shipping & delivery

All ash white parcels are delivered via Express Australia Post at a discounted flat rate for all orders in Australia. Overseas orders are billed based on location, however we have set discounts for certain destinations. All orders will be shipped within 48 hours of receiving order confirmation unless purchased as pre-order. Once your order is shipped, you will receive a shipping confirmation and unique tracking number to track the delivery of your parcel.

Please note that changes or cancellations of orders can only be made prior to receiving your shipping confirmation. Contact hello@ashwhite.com.au for all order queries. All purchases made on weekends and public holidays will be processed on the following business day.

Please note ash white is not responsible for any lost parcels during transit and we advise that you ensure your postal address is input correctly to ensure no errors. As our Mackay based HQ is considered rural to Australia Post, the overnight express delivery service is only guaranteed to Brisbane, Queensland. All other metropolitan cities can take up to 3 days to reach.

When filling out your shipping details, please be sure to enter a valid email address and contact number so we can reach you in case there are any delays in delivery.

Please note – no refunds on international orders, unless the garment is faulty or damaged beyond repair.

No signature is needed to receive parcels and you will receive delivery updates via SMS if a phone number is present with your order. Please note that for all International freight and delivery the customer is responsible for paying customs duties and taxes for the import of your parcel.

Express Shipping Rates:
Australia – $10.00 AUD (2-3 business days)
Free shipping for all orders over $400 AUD.
New Zealand – $25.00 AUD (3-5 business days)
UK – $30.00 AUD (5-7 business days)
Europe – $35.00 AUD (5-7 business days)
US – $25.00 AUD (5-7 business days)


exchanges & refunds 

our policy


ash white does not offer refunds on sale items or for change of mind. A refund will only be issued where the garment is deemed faulty beyond repair or if an alternative size in the same style is unavailable for exchange. We will happily exchange your item for something else if the fit is not right for you. For all faulty returns, we will assess the fault and we reserve the right to repair or replace the garment/s. If the item is no longer in stock, a full refund will be issued.

ash white has the right to deny returns and exchanges if the product returned does not meet our policy requirements. Returns will be credited to the original account used at time of purchase and for the invoiced purchase value.

If you wish to return or exchange your garment please email hello@ashwhite.com.au within 7 days (Australian orders) or 14 days (International orders) of the order delivery date stating your reason for return. 

Contact hello@ashwhite.com.au with your order number and the reason why you are returning the product to receive your Return Authorisation Number. Please do not send your garment/s without this authorisation number. Please ensure you package your return to prevent any damages during shipment.

Once your return is authorised the garment/s must be sent immediately. Please note returned garment/s will not be accepted 14 days after Return Authorisation date. Once we receive the returned parcel we will fulfil your request within 5 business days.

Your exchange request will only be accepted on the following conditions:

The garment/s are in saleable condition, in their original packaging, with all tags attached.
The garment/s have not been worn, damaged or washed.
The original invoice as proof of purchase is provided (printed or email)
A Return Authorisation Number has been allocated.
Sale items will not be accepted for return, exchange or credit note.

ash white does not cover the return postage costs and it is the expense of the customer. Returns will only be accepted once a return request has been lodged and approved, issuing a unique Return Authorisation Number.
We recommend using Registered Australia Post Express or Registered International Post to return garments to us, and we advise you to take note of your tracking number. ash white is not responsible or accountable for the loss of garments being returned.

HOW TO RETURN YOUR GOODS:

Request an exchange or refund by emailing hello@ashwhite.com.au

Use the email form on our contact page or email directly hello@ashwhite.com.au to request your Return Authorisation Number (RA) within 7 days (Australian orders) or 14 days (International orders) of receiving your order in the post.
Include in the email your customer order number, and which garment(s) you would like to exchange/refund and the reasons for your return.
Once your refund/exchange has been approved, you will receive an email with your unique RA number and the return address.
Once your return is received, we will notify you by email and process your refund/exchange within 5 business days (please allow an additional 3 days for your refund to appear in your account)
Faulty Returns:
If your product is damaged as a result of a manufacturing defect and is deemed faulty beyond repair, an exchange or refund can be made for the full purchase amount including shipping.
We will do our best to correct the problem and we can offer you a replacement (if available), exchange or store credit.



privacy policy

ash white recognises the importance of your privacy and it is of utmost importance to us that all information provided by you is secure.

All information collected is used solely for the purpose of assisting in providing you with the relevant information for your engagement with ash white i.e notify you of sales, offers and new products available. ash white will not share, sell or trade your personal information gathered online, such as email addresses or postal addresses.

 

contact ash white

Have a question? email us at hello@ashwhite.com.au and we’ll answer all your queries. Alternatively you can fill out the form on our contact page and we’ll get back to you as soon as we can.

 

size guide

sizechart-2017

How to Measure:
Bust – Measure under your arms at the fuller part of your bust. The tape should be level across your shoulder blades.
Waist – Measure around the smallest part of your waistline. The tape should sit comfortably loose.
Hips – Measure around the fullest part of your low hip. The tape should sit level across your backside.