FAQ
How long does delivery take?
Orders are processed within 2–3 business days. Once your order has been dispatched, delivery typically takes 4–9 business days. The total estimated delivery time is 6–12 business days.
Please note that delivery times are estimates and may vary due to courier delays, public holidays or periods of high demand.
Do you offer free shipping?
Yes. We offer free shipping on all orders with no minimum spend required.
Can I track my order?
Yes. Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking information.
You can also track your order at any time using our Track Your Order page.
Where do you ship?
We currently ship throughout the United Kingdom.
Can I return my order?
Yes. We accept returns within 30 days of delivery, provided your item is unused, unworn, in its original condition and returned with all original tags and packaging.
Please see our Return & Refund Policy for full details.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrives damaged, faulty or incorrect.
When will I receive my refund?
Once we've received and inspected your return, approved refunds are processed to your original payment method within 10 business days.
Can I exchange an item?
Yes. If you need a different size or you've received an incorrect item, please contact our customer support team and we'll be happy to help arrange an exchange where possible.
How do I choose the right size?
Every product includes a detailed size guide to help you choose the best fit.
If you're between sizes, we generally recommend selecting the larger size for a more comfortable fit.
What payment methods do you accept?
We currently accept:
- American Express
- Apple Pay
- Diners Club
- Google Pay
- Klarna
- Maestro
- Mastercard
- Shop Pay
- UnionPay
- Visa
All payments are processed securely using SSL encryption and trusted PCI-compliant payment providers.
Is my payment information secure?
Absolutely.
Your payment is processed securely using SSL encryption. Amber & Ash never stores your full payment card information, ensuring your payment details remain protected throughout the checkout process.
Can I cancel my order?
If your order has not yet entered processing, we'll do our best to cancel it.
Please contact us as soon as possible after placing your order. Once an order has been dispatched, it can no longer be cancelled but may still be eligible for return under our Return & Refund Policy.
I entered the wrong shipping address. What should I do?
Please contact us immediately.
If your order has not yet been dispatched, we'll update your shipping address. Unfortunately, once an order has shipped we're unable to make changes.
My order arrived damaged. What should I do?
We're sorry to hear that.
Please email us within 48 hours of receiving your order and include clear photographs of both the damaged item and its packaging. We'll resolve the issue as quickly as possible.
I haven't received my order. What should I do?
Please check your tracking information first to view the latest delivery updates.
If your estimated delivery date has passed, contact our support team and we'll investigate the shipment with the courier.
How can I contact Amber & Ash?
Email: customer.support@amberandash.uk
Business Hours
Monday – Friday: 09:00 – 17:00 (GMT)
Saturday & Sunday: 11:00 – 16:00 (GMT)
We aim to respond to all enquiries within 24 hours on business days.
Do your products match the photos?
Yes. We strive to ensure all product images accurately represent the colour, style and fit of each item. Please note that slight variations may occur due to different screen settings and lighting conditions.
What if my item doesn't fit?
If your item doesn't fit as expected, you can return it within 30 days provided it meets the conditions outlined in our Return & Refund Policy. If available, we'll also be happy to arrange an exchange for another size.