Return Policy
At Ash and Silver, we’re truly so grateful you’ve chosen one of our pieces. Every design is thoughtfully handcrafted just for you, created with intention, artistry, and so much love. Supporting our small atelier means the world to us.
To ensure clarity and transparency, please take a moment to read through our policy before purchasing.
Made to Order
(Including Fantasy & Film-Inspired Pieces)
Each made-to-order piece including our fantasy and film-inspired designs - is individually handcrafted once your order is placed. Because of the time, materials, detailing, and craftsmanship involved, all made-to-order sales are considered final.
This includes:
• Custom made-to-order designs
• Fantasy-inspired pieces
• Film and screen-inspired creations
However, we understand that occasionally something may not feel quite right when your piece arrives. While we are unable to offer refunds or cancellations once production has begun, return requests may be considered under the following strict conditions:
Return Conditions for Made-to-Order Pieces
• You must contact us at info@ashandsilver.com.au within 48 hours of receiving your order
• Security tags must remain attached and untampered
• The item must be returned in its original Ash and Silver packaging
• The piece must not have been worn, altered, tampered with, or intentionally damaged
• Return shipping costs are the responsibility of the customer
Once received, your piece will be carefully inspected by our team.
If there are any signs of wear, intentional damage, alteration, or mishandling, we will be unable to approve a refund. In such cases, we are happy to offer a repair service at the customer’s expense wherever possible.
If your item arrives damaged due to a production fault or shipping issue, please contact us immediately. After inspection and approval, we will issue a full refund.
If your return is approved, you will receive confirmation via email with the next steps. Approved refunds are processed within 2–7 business days, and you will receive an email confirmation once completed.
Sale Items
All sale items are strictly final sale.
Because these pieces are offered at a reduced price, they cannot be returned, exchanged, or refunded. We kindly ask that you choose carefully.
If you’re unsure about sizing, styling, or details before purchasing, please reach out - we’re always happy to help you feel confident in your decision.
Our ready-to-buy pieces are pre-made and ready to ship.
Returns may be considered if:
• You contact us within 48 hours of receiving your item
• The item is returned in its original packaging
• All security tags remain securely attached
• The piece has not been worn, altered, or damaged
• Return shipping costs are covered by the customer
All returned pieces will be inspected before approval.
If approved, you will receive confirmation via email with further instructions. Approved refunds are processed within 2–7 business days, and a confirmation email will be sent once completed. Please note that original shipping costs are non-refundable.
Ready to Buy Items
Bespoke Atelier Items
Our Bespoke Atelier is where your vision becomes a one-of-a-kind creation. Each bespoke piece is individually designed and handcrafted specifically for you - from initial concept to final detailing. Because of the time, artistry, and customization involved, all bespoke orders are final sale and cannot be refunded or cancelled once production has begun.
We pour immense care into every custom creation. However, if your piece arrives with damage due to shipping or a production fault, please contact us within 48 hours of receiving your order at info@ashandsilver.com.au.
All bespoke items will be carefully inspected upon return. If we determine the damage was not caused by customer wear, misuse, or mishandling, we will gladly offer:
• A full refund, or
• A complete remake of your bespoke piece at no additional cost
If damage is found to be caused by wear or mishandling, we are still happy to assist with repairs, which will be completed at the customer's expense.
All approved refunds are processed within 2–7 business days, and a confirmation email will be sent once your refund has been completed.
We are always here to guide you through the bespoke process and answer any questions before you order - we want you to feel completely confident and excited about your custom piece.