Returns
Didn’t get the right size or model? No worries — at our store you have 30 days to withdraw from the purchase and return any products.
If you ordered more than one pair of shoes, you can return or exchange any selected pair(s) without sending back the entire order.
How to make a return — simple steps
- Within 30 days of receiving your package, let us know you want to return an item. Just send an e-mail to info@ashfordshoes.ca with your order number and the products you wish to return.
- After receiving your message, we will send you the address of the fulfillment center closest to your location.
- Within 14 days of notifying us about the return, send the products back at your own cost to the address we provide. Please ensure they are safely packed — ideally in the original box — to prevent any damage in transit.
Your refund will be issued within 14 days from the day you informed us of your decision to withdraw from the purchase. We may delay the refund until we receive the returned product or proof that it has been shipped back.
Products that show signs of excessive wear or damage caused by the customer may be refunded at a reduced amount or may not qualify for a refund.
Full return conditions are available in our Terms & Conditions. If you have any questions, write to us at info@ashfordshoes.ca.
Exchanges
Exchanging for a different size or style is quick and hassle-free — we’ll send your new pair at no additional cost.
How to exchange
- Email us at info@ashfordshoes.ca and tell us you’d like to exchange your item. Include your order number, the shoe name/model, and the size you want to exchange for.
- We will send you the address of the appropriate fulfillment center. Return the product at your own expense, making sure it’s packed securely.
- Send us proof of shipment (e.g., a photo of the receipt or tracking number).
- Once we receive your return, we will ship your new pair using the same delivery method, free of charge.
Claims & Complaints
If the item you received is defective or not as described, you have the right to file a complaint. We always aim to resolve such situations as quickly and comfortably as possible for you.
How to file a complaint
Please send your complaint by email to: info@ashfordshoes.ca.
In your message, it’s helpful to include:
- your order number,
- a description of the defect or issue (what it is and when you noticed it),
- photos clearly showing the problem (this speeds up processing),
- your preferred resolution (replacement, repair, price reduction, or refund),
- your contact details (name, email, phone number),
- the pickup address in case a courier needs to collect the item.
We will respond to your complaint no later than 14 days from the date we receive it.
Full details on complaint procedures can be found in our Terms & Conditions. If you have any questions, feel free to contact us at info@ashfordshoes.ca — we’re here to help.