Frequently Asked Questions
1. How long does delivery take?
Orders are generally processed within 2 to 5 business days after payment has been confirmed.
After dispatch, delivery to the United States typically takes approximately 7 to 20 business days.
In exceptional circumstances, delivery may take longer due to customs procedures, courier delays, public holidays or other circumstances beyond our reasonable control.
Once your order has been dispatched, you will receive tracking information by email.
2. Are the watches original branded products?
No.
The watches offered by ASHCROFT&CO are independently manufactured, luxury-inspired timepieces whose designs may draw inspiration from recognised styles and traditions within the world of watchmaking.
They are not original products manufactured by the luxury brands that may inspire their designs, nor are they presented as official products of those brands.
Please review our Product Policy for further information regarding the nature of our products.
3. How much does shipping cost?
Any applicable shipping cost will be displayed during checkout before you complete your purchase.
Shipping costs may depend on factors such as:
- Delivery destination
- Package weight and dimensions
- Selected shipping service, where available
- Any active shipping promotion
From time to time, ASHCROFT&CO may offer Complimentary Shipping on eligible orders.
4. Can I return or exchange a product?
Yes.
For most online purchases, customers have the right to notify us that they wish to cancel their purchase within 14 calendar days from the day after the goods are received.
Products may be inspected as reasonably necessary to establish their nature, characteristics and functioning.
Where possible, returned products should include their original packaging, accessories and documentation.
Different conditions may apply to faulty, damaged, incorrect or misdescribed products.
Please review our Returns & Refunds Policy for complete information.
5. What should I do if I receive a faulty, damaged or incorrect product?
Please contact our Customer Support team as soon as reasonably possible:
contact@ashcroftandco.com
Please include:
- Your order number
- A description of the issue
- Clear photographs and/or videos where appropriate
Our team will review the information provided and advise you on the appropriate next steps.
Your statutory consumer rights are not affected by our commercial policies.
6. Does my watch include a warranty?
Yes.
ASHCROFT&CO provides a 90-Day Limited Warranty covering eligible manufacturing defects.
This is an additional commercial warranty and does not replace or limit any statutory consumer rights available under applicable United States law.
To submit a warranty claim, contact:
contact@ashcroftandco.com
Please provide your order number, a description of the issue and photographs or video where appropriate.
Once all required information has been received, we aim to provide an initial assessment within 5 business days.
Please review our Warranty Policy for further information.
7. Can I change my delivery address after placing an order?
If you notice an error in your delivery address, please contact us as soon as possible at:
contact@ashcroftandco.com
If your order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to update the address.
However, we cannot guarantee that an address can be changed once processing or fulfilment has begun.
Customers are responsible for checking that their delivery information is complete and accurate when placing an order.
8. Can I cancel my order?
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
contact@ashcroftandco.com
If fulfilment has not yet progressed too far, we will make reasonable efforts to stop the order before dispatch.
If the order has already been dispatched, you may still have cancellation and return rights under applicable United States consumer law.
For most eligible online purchases, you have the right to notify us of cancellation within 14 calendar days from the day after receiving the goods.
Please review our Returns & Refunds Policy for full details.
9. Which payment methods do you accept?
The payment methods currently available for your order will be displayed securely during checkout.
Depending on availability, these may include major credit and debit cards and other supported payment methods.
Payment information is processed through the payment providers available through our checkout.
10. Is my personal information secure?
Protecting customer information is important to ASHCROFT&CO.
Personal information is handled in accordance with our Privacy Policy and applicable data protection requirements.
For further information about how personal information is collected, used and protected, please review our Privacy Policy.
11. How can I track my order?
Once your order has been dispatched, tracking information will be sent to the email address provided when placing your order.
Please allow approximately 2 to 5 business days for tracking information to become fully active within the carrier's system.
You can use the tracking information provided to follow the progress of your shipment.
12. What should I do if my order hasn't arrived?
If your order has not arrived within the estimated delivery timeframe, please contact:
contact@ashcroftandco.com
Please include your order number so our Customer Support team can investigate the shipment and provide you with an update.
If a shipment is confirmed as lost following investigation with the carrier, we will provide an appropriate resolution in accordance with our Shipping & Delivery Policy and applicable consumer rights.
Still Need Assistance?
Our Customer Support team is available to assist with questions about your order, delivery or SOLLVIAN products.
contact@ashcroftandco.com
ASHCROFT&CO.
Curated Timepieces.
Crafted to Endure.