Return Policy

Last updated: June 6, 2026

At Ashford Madison, we do everything we can to keep our customers satisfied. However, there may be times when you wish to return a product. Below, we clearly explain our return policy. We’re happy to help—if you have any questions, please contact us first at support@ashfordmadison.com.

1. How We Operate

Ashford Madison operates on a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not maintain a large inventory of our own: items that are out of stock are shipped directly from our supplier (based in China). This means that returns must also be sent to our supplier’s return address in China.

2. Timeframe and Notification

●       You can request a return within 14 days of receiving the item via support@ashfordmadison.com.

●       You can only request a return after you have physically received the item.

●       When submitting your return request, always include your order number and a valid reason for the return.

●       Once approved, we will provide you with our supplier’s return address.

3. Terms and Conditions

●       A valid reason for the return is always required.

●       Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags still attached.

●       Trying on is allowed, but wearing is not.

●       Discounted (sale) items cannot be returned without a valid reason.

●       Intentionally ordering multiple sizes with the intention of returning (some of them) is not permitted.

●       Certain items are excluded from returns for hygienic reasons (such as underwear, swimwear, and jewelry), unless they are unopened and unused.

4. Return Costs and Process

●       Return shipping costs are entirely the customer’s responsibility, including international shipping and any customs fees.

●       The item must be returned to our supplier’s return address in China.

●       The customer is responsible for shipping, the costs, and tracking the return shipment.

●       We always recommend using a shipping method with track & trace; without proof of shipment, we cannot process a return.

5. Customer-Friendly Interim Solution

Since international returns can be expensive and time-consuming, we’d be happy to work with you to find a suitable interim solution (such as a partial refund or discount), which we’ll agree upon by email after mutual consultation. Please always contact us first at support@ashfordmadison.com before returning anything.

6. Defective, Incorrect, or Damaged Item

If something is wrong with your order—for example, the size, fit, or quality—please send us an email within 14 days of receipt, including clear photos and a description of the problem. Without photos and a description, we cannot process your complaint, and you will not be entitled to a return or refund. With this information, we will find a suitable solution as quickly as possible.

7. Refund

A refund can only be issued after the item has been received and approved at the return address in China. Upon approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refundable.

8. Cancellations

It is not permitted to cancel an order after it has been placed and is being processed. No refund or chargeback can be initiated before the item has actually arrived and been received. If you have a question or issue with your order, please contact us first at support@ashfordmadison.com instead of immediately initiating a chargeback or refund.

9. Liability

●       We are not responsible for lost packages if the tracking information indicates that the item has been delivered to the address provided by the customer.

●       An incorrectly provided address is the customer’s responsibility.

●       Address errors must be reported within 24 hours of placing the order via support@ashfordmadison.com.