Find answers to common queries below. Still can't find what you're looking for? Reach out on live web chat, or complete the contact form below and the Team at Asiela will be happy to help

FAQs

ORDERS

What payment methods do you accept?

We accept VISA, Mastercard, AMEX, Discover, Diners Club, Maestro, Union Pay, Shop Pay, Apple Pay, Google Pay and Paypal.

We also offer buy now, pay later options with Clearpay and Klarna.

Can I cancel/amend my order?

As a more sustainable approach to apparel, all of our items are printed/embroidered to order. Therefore, once your item has hit production we are unable to amend or cancel orders once they have been placed. You can return any unwanted items to us within 30 days of delivery by contacting us at returns@asiela.com.

I haven’t received my order

You will receive an email notification as soon as your order is shipped. If you have not
received a dispatch confirmation email for your order, please get in touch with our Customer Care team through our 'Contact' page, and one of our team members will be happy to investigate this for you.

SHIPPING

Do you ship worldwide?

Currently Asiela only sell/ship to the UK.

Do you offer free shipping?

We are happy to offer free standard delivery on all orders over £75.

No code required, this will automatically be applied at checkout.

You can find more information and specific shipping costs here.

RETURNS

What is your Returns Policy?

We are pleased to offer returns within 30 days of your order delivery.

Upon approval of your return request, you will receive a link to generate a prepaid QR code or return label. A £3.50 fee will be deducted from your refund to cover the cost of this service.

To qualify for a return, the item must be unused and in the same condition as when it was received, free from any signs of wear, washing, or alterations. Please note that returns will not be accepted if the original swing tag has been removed.

We aim to process all returns within 5-10 working days.

I need to return my order

Please email us at returns@asiela.com and we will get back to you with further instructions of how to return your order.

We gladly accept returns within 30 days of the order being delivered to the customer. To be eligible for a return, your item must be unused and in the same condition that you received it. It must not be worn, washed or altered in any way. Returns will not be accepted if the original swing tag has been cut off.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be
processed, and a credit will automatically be applied to your credit card or original method of payment.

Please allow 5-10 working days for returns to be processed once we have received them.  

Do you offer exchanges?

Unfortunately, we do not offer exchanges. If you have items you wish to change, kindly initiate a return for a refund and then proceed to repurchase the desired size or colour.

I’m outside of the 30-Day return period, can I still return my item?

Items received more than 30 days ago cannot be accepted for a refund or replacement. Our company policy mandates that all returns must be initiated within 30 days of the purchase date.

When will I receive a refund for my returned item?

Once you have returned your item(s) it should take no longer than 14 days for your return to be processed. You will receive an email from us once your refund has been issued.

If you believe your refund should have been processed, please contact our Customer Care team via our 'Contact Us' page with your proof of postage showing the tracking number, weight and destination postcode so that we can look into this further for you.

If you are unable to provide us with the above, or you returned your parcel to us using a courier of your choice, we kindly ask for your patience while we process your return.

DISCOUNTS

How do I get 10% off my first order?

To receive 10% off your first order along with updates on discounts, restocks and new releases, subscribe to our emails at the bottom of this page.

Your discount code will be sent to you via email. If you do not receive this within 24 hours, please contact our Customer Care team via our 'Contact Us' page or live web chat and a member of the team will look into this for you.

Can I use a discount code along with Free Shipping?

Yes, all orders over £75 are eligible for free shipping. No code required, this is automatically applied at checkout. If you have other eligible discount codes, you can still apply these.

PRODUCTS

Where are your products made?

While we cannot disclose the precise information about our manufacturers due to confidentiality concerns, we are pleased to affirm that Asiela is wholeheartedly dedicated to ensuring excellent working and living conditions for all our staff. Furthermore, all our items are printed, embroidered, and shipped from the UK. 

What are your activities towards sustainability? 

Statement from our manufacturer:

Producing eco-friendly, modern clothing that respects people and the planet is one of our core values. We only work with 100% GOTS-certified organic cotton and recycled materials such as recycled polyester and modal.

Our entire production chain is certified by various independent bodies and meets several different industry standards.

Placing focus on sustainability is no longer an option, it’s a must.  

Sustainability is part of our core values and is fully integrated in our business culture. We believe that a fairer and more sustainable fashion industry is possible and that it’s our shared responsibility to continuously improve how we create and operate. From the cotton field to our collection, to how we manage our waste, our objective is always to act with transparency for people, our planet, and for society.

Human activities such as burning fossil fuels, clearing forests, and cultivating land for agricultural use contribute to climate change by emitting CO2 and other greenhouse gases (GHGs) that are devastating for the earth.  

We recognise that we have a responsibility to mitigate and reduce our impact on the environment, and we place a specific focus on CO2 emissions across our supply chain and on water use.

All orders are shipped using eco friendly 100% plastic-free packaging.

What size should I order?

In most cases, our products run true to size, but your choice of sizing up or down may depend on your preferred fit. For specific measurements and to find your ideal fit, kindly refer to our size guide

Where can I find product wash/care instructions?

We provide washing guidelines on all product descriptions and within the garments themselves, and, whenever feasible, recommend hand washing to minimize friction with other fabrics.

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