Refund policy
Order Cancellations
You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.
Return Conditions
We offer returns under the following conditions:
Return Window: Items can be returned within 30 days of delivery.
Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
Receipt or Proof of Purchase: Required for all returns.
Return Instructions
Step 1. Contact Customer Service: Email info@rowan-ash.co.uk with your order number, reason for return, and any supporting photos if applicable.
Step 2. Receive Return Authorization: Our team will respond and provide a return authorization and detailed instructions.
Step 3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
Step 4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or by us if defective or incorrect.
Refund Policy
Processing Time: Approved refunds will be processed to your original payment method within 5 days. Your bank or credit card provider may require additional time to post the refund.
Confirmation: You will receive a confirmation email once the refund is processed.
If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at info@rowan-ash.co.uk.
Exchange Policy
We do not offer direct exchanges. If you want another size or color, please return your item and order the size or color you want through the website.
Exceptions and Special Cases
Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference. Without photo evidence, we cannot guarantee a replacement.
Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
Lost Orders: In most cases, delivery is on time. However, if your order has not arrived after the regular delivery time plus 3 additional days, please contact our customer service.
For larger orders, your items may be shipped in multiple packages for logistical reasons. In this case, you will usually receive the missing products within 1 to 3 business days after the first package.
Contact Information
Store name: Rowan Ash
Company name: Reylogistics
Company address: Runmolenstraat 68, 1333AR, Almere
Company number: 84299363
Email: info@rowan-ash.co.uk
Fulfilment centre:
18 Floral St
London WC2E 9DS
United Kingdom
Business Hours
Monday – Friday: 08:30 – 17:30 (GMT)
Saturday - Sunday: 09:00 – 15:00 (GMT)
Response time: within 24 hours