FAQs

Orders & Delivery

Which countries do you deliver to?

We deliver to the United Kingdom; in Europe to Ireland, France, Germany, Austria, Switzerland, Belgium, the Netherlands, Luxembourg, Monaco, Andorra, Spain, Portugal, Italy, Greece, Denmark, Sweden, Norway, Finland, Estonia, Lithuania, Poland, the Czech Republic, Hungary, Romania, Turkey and Georgia; to the United States and Canada; to Australia and New Zealand; and in Asia to Japan, Hong Kong, Singapore, the Philippines, Vietnam, Thailand, Indonesia and China. See our Shipping Policy for full delivery details.

Where do you ship from?

We don't hold stock locally. Orders are dispatched from our partner warehouse overseas and delivered to your door by your local postal service or courier (Royal Mail in the UK). There are no import duties, customs charges or extra taxes to pay on delivery, in any country we deliver to.

How long will my order take to arrive?

Orders are processed within 3 working days and delivered within 2–4 working days of dispatch, so please allow 5–7 working days in total. You'll receive an email with tracking details as soon as your order ships.

How much is delivery?

Delivery is free on every order, to every country we deliver to, with no minimum spend.

How do I track my order?

Use the tracking link in your shipping confirmation email, visit our Track Your Order page, or log in to your account to view your order status.

Can I change or cancel my order?

Email support@ashbypine.com or call +44 7480 259087 as soon as possible. If your order hasn't shipped yet, we'll do our best to update or cancel it.

Returns & Refunds

What is your returns policy?

You have 30 days from the day you receive your order to return it for a refund. Items should be new, unused and returned in their original condition and packaging. There is no restocking fee. See our full Returns & Refunds policy.

Where do returns go?

Returns go to our UK returns address, not to our overseas warehouse:

Ashby & Pine Returns
28 Neville Street
Newcastle upon Tyne
NE1 5DH
United Kingdom

Who pays for return postage?

Return postage is paid by the customer. If your item arrived faulty, damaged or incorrect, contact us and we'll cover the cost of putting it right.

How do I start a return?

Pack the item securely, include a note with your order number, and post it to the returns address above using a tracked service. You're welcome to email support@ashbypine.com to let us know it's on its way.

When will I get my refund?

Refunds are issued to your original payment method within 14 days of us receiving your return.

Products

How do I choose the right size?

Check the size guide on each product page. If you're between sizes, we generally recommend sizing up for boots and outerwear, especially if you plan to layer up or wear thicker socks.

How are heated products powered?

Most heated clothing and accessories are powered by USB, either from a power bank or a built-in rechargeable battery. Any mains-powered products come with a UK 3-pin plug, so check the product page if you live outside the UK. Each product page lists its power source, charging time and heat settings.

Can I wash my heated products?

Many heated clothes can be washed once the battery or power bank is removed. Always follow the care instructions on the label. Never wash mains-powered products.