Return Policy

Last updated: 06/06/2026

At Ashford Madison, we do everything we can to satisfy our customers. However, there may be times when you wish to return a product. We clearly explain our return policy below. We’re here to help—if you have any questions, please don’t hesitate to contact us first at support@ashfordmadison.com.

1. How We Operate

Ashford Madison operates on a “direct-from-supplier” model. To combat waste and reduce our CO₂ emissions, we do not maintain a large inventory: 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. Return Deadline and Request

●                 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.

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

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

3. Conditions

●                 A valid reason for the return is always required.

●                 Items must be unused, unwashed, in perfect condition, and in their original packaging, with all tags and boxes still attached.

●                 You may try them on, but not wear them.

●                 Sale items cannot be returned without a valid reason.

●                 It is prohibited to intentionally order multiple sizes for the purpose of returning (part of the order).

●                 For hygiene reasons, certain items cannot be returned (such as underwear, swimwear, and jewelry), unless they have not been opened or used.

4. Return Fees and Procedure

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

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

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

●                 We always recommend using a tracked shipping method; without proof of shipment, we cannot process a return.

5. A mutually beneficial compromise for the customer

Since international returns can be costly and time-consuming, we’d be happy to work with you to find a suitable compromise (such as a partial refund or a discount), which we’ll agree upon via email. Please always contact us first at support@ashfordmadison.com before returning an item.

6. Defective, Incorrect, or Damaged Item

If there is a problem with your order—such as the size, fit, or quality—please email us within 14 days of receipt, including clear photos and a description of the issue. Without photos or a description, we cannot process your claim, and you will not be eligible for a return or refund. With this information, we will work to find a suitable solution as soon as possible.

7. Refund

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

8. Cancellations

You may not cancel an order after it has been placed and processed. No refunds or payment disputes may be initiated until the item has actually arrived and been received. If you have a question or issue regarding your order, please contact us first at support@ashfordmadison.com instead of immediately initiating a payment dispute or refund request.

9. Liability

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

●                 An incorrect address is the customer’s responsibility.

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