Refund policy
At INDI+ASH, your satisfaction is our top priority. We strive to make the return and refund process straightforward, transparent, and customer-focused. If you’re not completely satisfied with your purchase, we’re here to help.
Return Window
We offer a 14 business days return policy. You have 14 business days from the date of delivery to request a return. To be eligible, your item must be:
- Unused, and in its original condition.
- Complete with all tags and original packaging.
- Accompanied by a receipt or proof of purchase.
Items sent back without prior return authorization will not be accepted.
How to Initiate a Return
- Contact Us: Email our customer support team at hello@indi-and-ash.com to request a return. Provide your order number and the reason for the return.
- Receive Instructions: Customer is responsible for shipping items back to us unless there is a special circumstance. Please use the return address below.
- Ship the Item: Securely package the item in its original packaging and send it to the provided return address using a trackable shipping service.
Return Address:
380 Atlantic Avenue, Brooklyn, NY, 11217, US
For any questions, please reach out to us at hello@indi-and-ash.com or call (929) 340-2717 during support hours Monday to Saturday: 11 AM – 6 PM (GMT-05:00) Eastern Standard Time (New York)
Damages and Issues
Please inspect your order upon receipt. If you receive an item that is defective, damaged, or incorrect, contact us immediately at hello@indi-and-ash.com with your order number and photos of the issue. We will promptly evaluate the matter and provide a replacement or refund, including any applicable shipping costs, at no additional cost to you.
Exchanges
To exchange an item for a different size, color, or style, please initiate a return following the steps above. Once the return is accepted, place a new order for the desired item to ensure the fastest delivery, as exchanges are subject to availability.
Please note that the shipping cost incurred under this circumstance will be the responsibility of the customer.
Order Changes
Order modifications are possible within 2 hours of placing your order. Please contact us immediately at hello@indi-and-ash.com to request changes. After this timeframe, orders enter processing and cannot be altered.
Lost Packages
If your package is lost in transit, we will replace it at no cost, provided we have the item and the correct shipping address was provided at checkout. Alternatively, if you prefer a refund, we will process it after 30 business days to account for potential delayed deliveries. Our customer service team will keep you updated throughout the process.
Refunds Timeframe
Once your return is received and inspected, we will notify you via email regarding approval or rejection. If approved:
- Refunds will be processed within 5 business days to your original payment method.
- Refunds cover the cost of the item(s), excluding return shipping fees (unless the return is due to our error).
- Additional time may be required for your bank or credit card provider to process and post the refund.
Return Shipping Costs
Customers are responsible for return shipping costs, except in cases of defective, damaged, or incorrect items, where INDI+ASH will cover the cost.
Restocking Fee
We charge 20% a restocking fee for returns after the return window.
Cancellation Policy
You may cancel your order within 1 day of purchase, provided it has not yet been processed or shipped. Once an order is processed or dispatched, it cannot be canceled. To request a cancellation, contact us at hello@indi-and-ash.com
Non-Returnable Items
The following items are not eligible for return:
- Items that are damaged, altered, or show signs of wear.
- Gift cards or promotional items.
- Sample Sale purchases are final.
Contact Info
Store Name: INDI+ASH
Business Address: 380 Atlantic Avenue, Brooklyn, NY, 11217, US
Phone: (929) 340-2717
Email: hello@indi-and-ash.com
Business Hours: Wednesday to Sunday : 11 AM – 6 PM (GMT-05:00) Eastern Standard Time (New York), Monday and Tuesday : Closed
Order Cut-off Time: 11 PM (GMT-05:00) Eastern Standard Time (New York)