Frequently Asked Questions

GENERAL

SHOPPING WITH US

SHIPPING

PAYMENT

ORDERS AND DELIVERY

RETURNS

TECHNICAL


GENERAL

What is My Asho?

My Asho is an online fashion concept designed to offer something different. We work with talented, contemporary, up-and-coming designers from around the world to bring you truly distinct pieces that can't be found on the high street.

Indulge yourself in luxurious, one-off designs as MyAsho.com encourages a sense of individuality. Opt for minimalism with finely tailored, structured pieces, or make a statement with our bold prints and colourful embellishments.  

Shopping on My Asho, you can be assured that any item you purchase is well-crafted and of high quality. All our pieces are ethically produced and support African-run businesses.

Click here to read our story.

I am a stylist and would like to feature your pieces. Who do I contact?

For press/sample enquiries, please contact pr@myasho.com

Does My Asho have a physical shop?

Not yet! But we are working towards it.

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SHOPPING WITH US

How do I find products?

My Asho stocks a small collection of high quality, boutique style clothing. To view the products that we stock, simply visit www.myasho.com and click on Clothing at the top (centre) of the page. A list of our products will appear. Alternatively, if you are looking for something specific, simply enter it in the search box provided on our homepage.

I am not shopping from the UK. How do I see the prices in a different currency?

My Asho accepts payment in different currencies including UK Pound Sterling (£GBP), United States Dollar ($ USD) and Euros (EUR). You can view prices in your preferred currency by going to the homepage and clicking on the relevant currency symbol at the top right hand of the page.

I see something that I like. How do I get more information about it?

We give detailed product descriptions on our product pages. We also have a size guide which breaks down our sizes. However, if you require further information about specific items, please do contact us.

I'm not sure about UK Sizes. How do I know that this product will fit me?

Please refer to our Size Guide for information about our sizing.

Oh no! The item I wanted says "out of stock". Will it ever be restocked?

As most of our items are handmade in limited quantities, we can run out of stock quite quickly. However we are able to restock some items. Please contact us if you would like further information about an Out of Stock item.

Ok. I found the product I want. How do I buy it?

Once you are on the product page, select the size (or colour) where applicable and simply click on "add to shopping bag". This will direct you to your shopping cart. Once here, you can continue shopping and add other items to your shopping bag. If you have finished shopping, you can enter any promo codes which you have, select the country where you want the items delivered and proceed to checkout. During checkout you will be provided with an option to add a gift message (if the item is a gift) or special delivery instructions.

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SHIPPING

How do you ship your items?

All our items are shipped via UPS. All items can be tracked and will require a signature on delivery. We will require a contact telephone number to provide to the courier, to ensure they can reach you for delivery. Please click here for more information about our Shipping

How quickly will I get my order and how much will this cost me?

Items ordered are typically dispatched within 24 hours, provided the item is in stock, delivery address has been verified and payment has been processed.

We deliver to most countries worldwide. You can calculate your shipping costs and view shipping times on the shopping cart page.

All items are shipped on a DDP (Delivery Duty Paid) basis. This means that we add the costs of import duties and taxes to your order, so no charges are payable when the item is delivered to you. These charges will apply to items shipped outside of the EU above a certain value and will be clearly listed on the shopping cart page.

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PAYMENT

Ok. I have the items in my shopping cart. How do I pay?

My Asho is happy to offer multiple currency options for payment. We accept UK Sterling, Euros and US Dollars. You can view your total amount in your preferred currency by visiting www.myasho.com and clicking on the relevant currency symbol at the top right hand corner of the page.

Ways to Pay

We accept most international credit and debit cards including Visa, Mastercard, American Express, Delta and Maestro. We also accept payments via PayPal.

Alternatively, you can call us on the telephone and make a payment. We are available 24 hours a day, 7 days a week.


Hmm... I'm a bit skeptical. Is it safe for me to order online?

Online security is our biggest priority. We use SSL encryption technology to safely transmit your personal information through our systems. Our orders are processed securely via SagePay. For additional seurity we also use 3D Secure verification (Verified by Visa, MasterCard SecureCode and American Express Safekey). Alternatively, you can make payments using PayPal by securely logging in to your PayPal account or call us and make a telephone payment.

 

My payment has been declined. What happened?

First of all, don't worry. This could be due to a number of reasons.

Please check the data you input into the system, especially the billing address, credit card start date, expiry date and card type. Please note, for American Express cards, the security code numbers are the 4 digits on the front of the card.

Alternatively, it could be that you have not registered with Master Card SecureCode or Verified by Visa. To use this service, you will need to register with your bank or organisation which issued your card. To find out more, please visit the MasterCard SecureCode or Verified by Visa websites.

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ORDERS AND DELIVERY

Ok. I placed my order. Did you get it?

We will send out an order confirmation email once we receive your order. Once you receive this email, please check your order and delivery details are correct.

Has my order been dispatched?

We will send you an email when your order has been dispatched from our distribution centre. This email will contain your tracking number.

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RETURNS

I got my items, thank you. Unfortunately, I would like to return or exchange something. How do I do that?

We are sorry that you are unhappy with your item.

To return/exchange an item, please email us at customercare@myasho.com within 48 hours of receipt of goods to advise that you would like to make a return or exchange. Please clearly indicate in the email subject heading your intention to RETURN or EXCHANGE item(s). Please provide your order number and product description. For exchanges, please state the item you would like instead. Exchanges will be subject to product availability.

My Asho offers a FREE COLLECTION SERVICE to customers on our luxury boutique site. Once you notify us of your intention to return an item, we will liaise with you to organise a suitable time and date for the item to be picked up. Please note, this would need to be within the specified return allowance period (within 14 days of you receiving the items).

Once a suitable collection time and date has been arranged, our customer care team will email you a UPS air waybill (where applicable, and which must be signed), which will need to be attached to your securely wrapped package. Please ensure that that the Returns form received with your order is enclosed within your package.

You also have the option to send the item to us directly yourself, in which case please deliver to:

Returns
My Asho
47 Pembridge Road
London
W11 3HG
United Kingdom

To view our full Returns Policy, please click here

 

I returned some items. Have you received them?

It can take up to 7 days for us to process returned items once received. It can take even longer if a Returns Form is not included with the item, so please ensure you enclose a completed Returns Form. If you do not have, or have misplaced the Returns Form, please contact us.

Once processed, the refunded amount will be issued to the card used to make the original purchase.

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TECHNICAL

I can't sign in to my account. Help!

Please ensure you are using the correct email address and password which you registered with. If you have forgotten your password, please visit www.myasho.com, click on login and then enter your email address and click "forgot password". Your password will be reset for you.

If you are still having difficulties accessing your account, please try deleting the cookies in your browser. For further assistance, please contact us.

I have a discount code, but it's not working. Why is this?

Our promo codes have expiry dates. Please ensure that your promo code is still valid. If it is valid and you are still experiencing difficulties, please contact us.

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