FAQ's

 

SHIPPING, EXCHANGES & SIZING

 

EXCHANGES

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

To begin an exchange:

  • Click here to start your exchange or return: You will be directed to our Exchange and Returns Portal, where you can enter your order number and email address.
  • Follow the steps: The portal will guide you through the process of highlighting the return or exchange reasons.
  • Approval and shipping: Once reviewed and approved by our team, you will receive a returns label and instructions for sending the item back.
  • Important notes: We reserve the right to refuse items that have been worn, washed, stained, or have damaged/removed tags. Please try on clothes with caution, as we will not accept items with scents, makeup marks, or any defects from your end.

To report a defect and be considered for a full refund, please follow the same steps on the portal. If your item is deemed eligible for a refund, the process will begin promptly, although refunds may take up to 10 business days to appear in your account, depending on your bank's processing times.

 

SIZING ISSUES

Please refer to the size guide to ensure you select the correct size for your order. Most of our garments are true to size:

 Size UK Size US Size
XS 6-8 4-6
S 8-10 6-8
M 10-12 8-10
L 12-14 10-12
XL 14-16 12-14
2XL 16-18 14-16

 

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

To request a size exchange:

  1. Visit our Exchange and Returns Portal to begin your exchange request.
  2. Enter your order number and email address, and follow the on-screen instructions.
  3. Once your request is reviewed and approved, you will receive the return address and further instructions.
  4. Send the item back to us, and once received and inspected, we will issue your preferred size

Important Notes:

  • We reserve the right to refuse items that:
    • Have been worn, washed, or damaged.
    • Contain perfume scents, makeup stains, or any defects caused after delivery.
  • Please handle the garments with care when trying them on, as we will not accept items that fail to meet our return requirements.

Out-of-Stock Items:
If your requested size or item is out of stock, we will issue you a Credit Note that can be used within 180 days (6 months) of your original purchase.

Shipping Costs:

  • Customers are responsible for the shipping cost of returning items for a size exchange.
  • Asante Studios will cover the cost of shipping the replacement item back to you.

Proof of Postage:
Please keep proof of postage when sending items back. Asante Studios is not liable for any items lost in transit.

For any other enquiries, please contact us at contact@asantestudios.co.uk.
Please allow 24-48 hours for a response.

 

SHIPPING

UK Shipping:
We ship all UK orders via Royal Mail Tracked Services. Please check your email for tracking information once your parcel has been dispatched. If you miss your delivery, your parcel may have been sent to your local delivery office. Please contact Royal Mail directly for further assistance.

International Shipping:

  • US & Canada: We use UPS to ensure reliable and efficient delivery.
  • Europe: We use DPD for fast and secure delivery across Europe.
  • Tracking information will be provided via email once your order has been dispatched.

Return to Sender Policies:

  • If a package is refused or returned to us due to:

    • Unpaid taxes, customs duties, or fees.
    • Incorrect addresses provided during checkout.
    • Failed delivery attempts.

      A return shipping fee will be deducted from your refund or store credit.

  • For parcels returned to us due to incorrect addresses:

    • We will endeavour to resend the parcel if the correct address is provided.
    • Alternatively, we can issue store credit for the value of your order.

Shipping Delays and 3rd Party Responsibility:

Our trusted delivery partners (Royal Mail, UPS, DPD) are third-party providers, and while we work closely with them, we cannot control unexpected delays on their end. Please allow a few extra working days beyond the estimated delivery timeframe in case of unforeseen circumstances.

  • Express Shipping Fees: If an express parcel does not arrive within the allocated timeframe, we will reimburse the express shipping fee. However, please note that our exchange policy still applies.

Responsibility for Delays:
Unless the delay is caused by Asante Studios (e.g., a late dispatch), we cannot be held responsible for late delivery due to third-party shipping delays.

  • In such cases, refunds for delayed parcels will not be offered.
  • We can offer an exchange or store credit as a resolution.

    PRE-ORDER SHIPPING

    • Once pre-orders have been placed, items and sizes cannot be amended or cancelled, unless requested via email and agreed upon.

    • Production Timeline:
      Items marked as pre-order take approximately 4-6 weeks to produce. Your selected shipping service time (e.g., standard or express) will begin once the production of the item is complete.

    • Exchange Policy:
      Pre-orders are exchange-only and cannot be refunded due to the nature of them being made to order.

     

    IMPORT DUTIES

    • For EU and international customers, your order may be subject to import duties and taxes (including VAT), which are incurred once the shipment reaches your destination country.

    • Responsibility for Fees:
      Asante Studios has no control over these charges and is not responsible for paying them. These fees are the customer's responsibility.

    • Declined Shipments:
      If a package is declined due to unpaid customs duties or taxes, and the item is returned to us:

      • Any fees paid by Asante Studios for the return will be deducted from your store credit or gift card.

    We recommend checking with your local customs office for further information on potential charges before placing an order.