Have you received my return parcel?

We have your parcel but due to high volumes, we are unable to notify you we've got your returned parcel. Once we've processed your return/ exchange, you will receive a email notification. Please allow us up to 20 days to process this. 

Do you have a size guide?

You can find our size guide in the following 'Size Guide' section.

My item is faulty, what do I do?

All information for returning faulty products can be found in the following ‘Returns Policy’ section.

Can I exchange my item for a new size?

If your item does not fit, you can easily have this exchanged by following our returns procedure.

(Please keep hold of your receipt as proof of return.)

Pack the item(s) you wish to return or exchange in their original condition, all original labels must be intact and, in a condition, to resell the product. 

We recommend returning your items back to us via Royal Mail Tracked service as we unfortunately can’t be held responsible for any items that do not reach us. Please return to: 

ASHINA ACTIVE
14 GROVE STREET
LLANBRADACH
CF83 8LN

Please note that you will be responsible for paying postage costs associated with your return.

If you have any further enquiries about refunds or returns for UK orders, please contact info@ashinaactive.com.

Can I make changes to my order?

Unfortunately, we cannot make changes to an order once it has been placed. If you would like to change your order, we advise making a new order and returning the previous order once you receive it following our returns process.

Can I cancel/amend my order?

Unfortunately, once the order has been placed we can't change the order.

This includes the following:

Changing the item/ Size/ Delivery/ billing address/ Adding other items to your order/ Shipping address/ Method

We're pretty quick at picking and packing your order, therefore we need to be quick to cancel your order once your purchase has been confirmed. After it has been processed, cancellations will follow the usual returns procedure.

Can I place an order by telephone?

All orders must be placed via the website through our secure payment process. If you are having any difficulty placing an order, email us at info@ashinaative.com and one of our dedicated team will help.

Can I add a discount code after placing my order?

Unfortunately, we are unable to amend your order or reimburse any fees if you forgot to add your discount code. Please make sure you add the discount code to your next order bearing in mind it may hold an expiry date.

What is my order number?

Your Ashina Active order number can be found within the confirmation email received at the time of placing your order.

Where is my parcel?

We use Royal Mail to deliver all our parcels within the UK who will send you an email and/or text message when your order is ready for dispatch. The delivery notification will give you a time and date of delivery which you can manually change following instructions (ie leave in safe place, leave with a neighbour or have this delivered to pick up shop)

Zip code/ Postcode does not match billing address

If in the event on the checkout page, you see your zip code/ postcode does not match with the billing address and it seems funds have been taken. It is most likely your order has not gone through and is unsuccessful.

Don't worry. Although payment looks like it has been taken, this is showing a pending transaction which will appear on your available balance within 24-48 hours. The most common reason for this is due to the billing/credit card address not matching the address registered with your bank.

Please make sure all your details match exactly as your registered bank before attempting payment again.

If the issue persists, you may try the alternative Paypal payment method with your credit card.