FAQ

SHIPPING, EXCHANGES & SIZING

 

EXCHANGES

Each garment is checked before it is sent off, but we understand oversights can happen, so in the case of receiving defective items, we offer an exchange only policy for defects and damages only within the first 7 days for UK customers and 14 days for international customers. So please ensure you select your order carefully, with intent as we currently don’t offer refunds, but exchanges only.

To begin an exchange

  1. Send an email to contact@asantestudios.co.uk with the subject being "Exchange Request" 
  2. Include your name, order number and the garment name on the site.
  3. Please provide us with a description and a picture of the defect/damages
  4. Once we have received your request for the new preferred size / exchange item, we will then provide you with the address the garment needs to be sent back to, along with a pre-paid returns label.
  5. Once we have received your item we will send a new replacement out to you.
  6. Please note we reserve the right to refuse any items sent back that have been worn or has had tags damaged or removed.
  7. Item(s) used, washed, stained or containing fragrance or oils will be refused and sent back to the address listed on your order. 
  8. Please try on the clothes with caution, as we will not accept clothes that have acquired a scent, makeup marks or any defects from your end. 

Should you decide not to exchange a defective item, we offer the discretion of a full refund. It is important to note that the eligibility of an item for a refund is determined by our team upon inspection and at our discretion. Simply returning an item does not automatically qualify it for a refund.

To report a defect and be considered for a full refund, please adhere to the following within 7 days of delivery for all customers:

  1. Send an email to support@asantestudios.co.uk with the subject "Refund Request - Defective Item".

  2. Include your full name, order number, and the garment name as it appears on our site.

  3. Provide a detailed description and attach a picture that clearly shows the defect.

Upon receiving your email, we will verify the defect. If the item is deemed eligible for a refund, we will initiate the refund to your original payment method. The process will begin promptly, however, please be aware that refunds may take up to 10 business days to appear in your account, subject to your bank's processing times. For more detailed information, we recommend contacting your bank directly, as processing times can vary and are beyond our control.

SIZING ISSUES

Please refer to the size guide. Most of our garments are true to size.

XS = UK 6-8 - // US 4-6

S = UK 8-10  // US 6-8

M = UK 10-12 // US 8 - 10

L = UK 12-14 // US 10-12

XL = UK 14-16 // US 12-14

XXL = UK 16-18 // 14-16

We hope every piece fit you perfectly, but we understand the the right size may not always be ordered, so for this reason we offer an exchange policy for incorrect sizing within the first 7 days for UK customers and 14 days for international customer.

  1. Send us an email at support@asantestudios.co.uk stating the garment item name on the site, the size you ordered and the size you would prefer.
  2. Once we have received your new preferred size we will provide you with the address the garment needs to be sent back to.
  3. Once we have received your item we will check it has met all our requirements for exchanges and issue you with your preferred size and send this out to you.
  4. Please note we reserve the right to refuse any items sent back that does not adhere to our exchange policy.
  5. Item(s) used, washed, or damaged will be sent back to the address listed on your order.  
  6. Please try on the clothes with caution, as we will not accept clothes that have acquired a scent of perfume and/or makeup stains. 

If your original choice of item is no longer in stock we will issue you a Credit Note which can be used within 180 days (6months) of your original purchase. 

Please note Asante Studios does not cover any exchange shipping costs for sizing issues, however we will be responsible for the cost of sending back your replacement only.

Please keep proof of all postage documents as Asante Studios will not be liable for any lost items sent back. 

For any other enquiries please email us at support@asantestudios.co.uk 

Please kindly allow 24-28 hours for a response.

 

SHIPPING

UK Shipping via Royal Mail

Please check your email for tracking information as all items are sent via Tracked Services. Please contact Royal Mail if you miss your tracked parcel as it may have been sent to your local delivery office.

Packages which are refused and sent back to us for any reason including unpaid taxes and failed delivery due to incorrect addresses will incur a return shipping fee which will be deductible from your refund or store credit. 

Please note we are not liable for the delivery partners not being able to deliver your parcel due to incorrect addresses input into the order by customers. If parcels are returned to us because of this reason, we will endeavour to re-send you the parcel, or offer store credit. 

Please note our trusted delivery partners are 3rd party and as such we're unfortunately unable to control delays of any shipments due to unforseen circumstances on their end. Please allow a few extra working days from your expected delivery just in case of rare occasional freight/shipping delays. We will endeavour to reimburse express shipping fees, if the parcel does not arrive in the allotted time frame, however please note the same exchange policy still applies.

Please note: unless we 'Asante Studios' ship your parcel out late, we do not hold any responsibility for delayed parcels and as such they will not be eligible for refunds if arriving late due to 3rd party delays. We can offer exchange only or store credit in such circumstances.

     PRE ORDER SHIPPING
    Once pre-orders have been placed, items/sizes can not be amended or cancelled unless expressed via email.

       
    Items titled as pre order take approx 4-6 weeks to produce and will ship once production is complete. Your selected shipping service times become effective once the item production is completed. 

    Pre-Orders are exchange only and cannot be refunded due to the nature of them being made to order.

    IMPORT DUTIES

    Your order may be subject to import duties and taxes (including VAT) if you are an EU or international customer, which are incurred once a shipment reaches your destination country. Asante Studios unfortunately has no control over these fees and is not responsible for these charges. They are your responsibility as the customer. If the package is declined due to these charges and we pay a fee when it comes back to us, it will be taken out of your gift card upon receiving your store credit.