Frequently asked questions
How long does delivery take?
Orders are processed within 1–3 business days and delivered within a further 6–8 business days. Most orders arrive within 9–15 days of being placed. Our daily cut-off is 11:00 UK time, Monday to Friday.
How much is delivery?
Free on every order, wherever you are.
Where do you ship?
Worldwide. Delivery times are broadly the same wherever you are, because every order travels the same route from our maker. A small number of destinations cannot be served by our carriers; you will see that at checkout before you pay.
Will I pay import duties?
If you are in the European Union: no. We are registered for IOSS, so VAT is charged at checkout on orders under €150 and there is nothing further to pay on delivery. Outside the EU and the UK, your customs authority may charge import duties or taxes on delivery. Those are set by your own government and are the responsibility of the recipient.
Why does it take 9–15 days?
Every piece is shipped direct from our maker rather than held in a warehouse here. That is why an order arrives in 9–15 days instead of overnight, and it is also why we can offer wool and merino at this price.
Can I track my order?
Yes. You will receive an email with a tracking number as soon as your order is dispatched.
What if I want to return something?
You have 30 days from delivery. Email info@ashfordandwinslow.com with your order number and we will confirm the return address and the next steps. Items must be unworn with tags attached. We never charge a restocking fee.
How long does a refund take?
Once your return reaches us and has been checked, we refund you within 7 days to the original payment method.
Can I change or cancel my order?
Yes, within 24 hours of placing it, as long as it has not been dispatched. Email us as soon as you can.
How do I contact you?
Email info@ashfordandwinslow.com or use the form on our contact page. We are here Monday to Friday 8:00–17:00 and Saturday and Sunday 9:00–16:00 (UK time), and we reply within 12 hours on business days.