Welcome to the FAQ section where you can find answers to the most frequently asked questions. If you have any other queries please use the 'Contact Us' form which you can find at the bottom of this page. We aim to respond to your query within 1 working day.
Shopping with us
How do I shop at A-SHU.CO.UK?
We have made shopping even easier by demonstrating a step-by-step guide of 'How to Shop' at A-SHU.CO.UK which you can find at the bottom of ths page.
Shopping at A-SHU.CO.UK cannot be easier with our 3-step order system. Simply select the type of item you want from the categories at the top of the page and then refine your selection if required.
Alternatively, type in the product name or code in the search bar at the top of the page to find a specific item.
Once you have selected your item(s) click 'Add to bag' and follow the 3 easy steps to confirm your order and complete the check out process.
How do I search for a specific item?
You can search for a specific item by entering the product name or product code in the Search bar at the top of this page. What is the Pink and Black Code System?We want to make your eShopping experience as easy and as enjoyable as possible. So that’s why we’ve conjured up a simple and effective coding system based on your feedback! - Any items across the website with no tag mean that they are available now and in-stock.- Any items with the black tag “Sold Out” means that the item is fully out of stock and no further stock is available. - Alternatively any items with the pink tag “I Want It” means that the item is currently out of stock, however may be available to order again upon your request - If you spot any item with a pink tag and just have to have it, simply email us at iwantit@a-shu.co.uk with your request for the item and we’ll see what we can do for you! Why do you not delete items from the website that are "Sold Out?"When you make a purchase with us, you automatically create a personal user account area which you will be able to log into at any time. Not only can you track the status of all your orders but you can also view your entire order history (a bit like an eWardrobe of everything you’ve bought from A-SHU.CO.UK). If we delete items from the website, these items in your account area will no longer be available.
What is the Pink and Black Code System?
We want to make your eShopping experience as easy and as enjoyable as possible. So that’s why we’ve conjured up a simple and effective coding system based on your feedback! - Any items across the website with no tag mean that they are available now and in-stock.
- Any items with the black tag “Sold Out” means that the item is fully out of stock and no further stock is available.
- Alternatively any items with the pink tag “I Want It” means that the item is currently out of stock, however may be available to order again upon your request - If you spot any item with a pink tag and just have to have it, simply email us at iwantit@a-shu.co.uk with your request for the item and we’ll see what we can do for you! Why do you not delete items from the website that are "Sold Out?"When you make a purchase with us, you automatically create a personal user account area which you will be able to log into at any time. Not only can you track the status of all your orders but you can also view your entire order history (a bit like an eWardrobe of everything you’ve bought from A-SHU.CO.UK). If we delete items from the website, these items in your account area will no longer be available.
Why do you not delete items from the website that are "Sold Out?"
Can I place an order from within the UK to be delivered internationally?
Certainly - All orders from within the UK can be placed on our website to be delivered internationally, however the cost of shipping will vary depending on the destination country and weight of your purchased goods. At the checkout page you must select the 'Internatinal Shipping' option. Once you have placed your order with this shipping option, we will contact you directly via email and inform you of the shipping cost to your required destination.
Alternatively, you may use the 'Contact Us' form found on the bottom of this page to find out the cost prior to placing an order with us. Please make sure you mention the product(s) name, product(s) code, the quantity required, the country of delivery and your contact details. We aim to get back to you within 1 working day to discuss your requirements.
Can I place an order from outside the UK to be delivered internationally?
Certainly - All orders from outside the UK can be placed on our website to be delivered internationally. You must be aware of and agree to the following terms for international orders:
- At the checkout stage where it asks for the 'Billing' information you must enter the required fields with information that matches the details of the Registered Card Holder.
- It is essential that the Billing details exactly matches your name, address and post code as they appear on your payment card bank statement. We use this information as part of the validation process of your payment card. To ensure security and prevent fraud, all payment cards are subject to validation and authorisation by both us and the card issuer.
- At the checkout stage where it asks you to select your 'Shipping' option, you must select the 'International Shipping' option.
- The cost of shipping will vary depending on the destination country and weight of your purchased goods. Once you have placed your order we will contact you directly via email and inform you of the cost of shipping to your required destination.
- Alternatively, you may use the 'Contact Us' form found on the bottom of this page to find out the cost prior to placing an order with us. Please make sure you mention the product(s) name, product(s) code, the quantity required, the country of delivery and your contact details. We aim to get back to you within 1 working day to discuss your requirements.
- Once you have completed the Checkout and Payment of your goods, you will receive an automated conformation email from us which shows you all the items you have ordered.
- We will then contact you directly via email to confirm the cost of your shipping and instruct you on how to complete your shipping payment via our website to complete your order.
An item I want is unavailiable in my size. Will you be getting any more?
If you want an item that is sold on the website but not showing in your size, we will do our best to get it for you. Simply email us using the 'Contact Us' link at the bottom of this page with your request and we aim to get back to you within 1 working day. Alternatively email your request to iwantit@a-shu.co.uk. We may well be able to re-order more stock in your size. Also check our website reqularly for stock updates.
You may also want to try our general Search facility to find similar items to the one you are looking for. Type the item you require into the Search bar found at the top of this page.
Alternatively try our detailed 'Refine the List' search, which can be found under all main headings at the top of this page.
Do you have a footwear size guide?
Certainly, women's footwear sizes are as follows:
UK 2 = US 4 and European 35 UK 3 = US 5 and European 36 UK 4 = US 6 and European 37 UK 5 = US 7 and European 38
UK 6 = US 8 and European 39 UK 7 = US 9 and European 40 UK 8 = US 10 and European 41
Men's footwear sizes are as follows:
UK 6 = US 6.5 and European 40 UK 7 = US 7.5 and European 41 UK 8 = US 8.5 and European 42 UK 9 = US 9.5 and European 43
UK 10 = US 10.5 and European 44 UK 11 = US 11.5 and European 45 UK 12 = US 12.5 and European 46 UK 13 = US 13.5 and European 47
UK 14 = US 14.5 and European 48
Ordering
What is the process once I place my order online?
Please Note: The above question and below answer is for UK orders only - please read section above for all International orders.
Once your order has been submitted to us from A-SHU.CO.UK you will receive an email which confirms we are processing your order. Once your order has been processed and dispatched in the post, your 'Order Status' in your personal user account area will change from 'Pending', to 'Processed'.
We cannot be held responsible for items lost during delivery after they have been dispatched from us. For this reason we strongly advise you select to have your items posted as Recorded Delivery during check out.
Can I track my order?
You can check the status of your order at any time in the 'My Account' section which you can sign into at the top of this page.
We currently cannot provide a postal tracking service, as once an order has been dispatched it becomes the responsibility of the courier.
However if you have chosen Recorded Delivery or Next Day delivery and wish to check the status of this posted order, please contact us to request your reference number which you can then use on the Royal Mail website at the following address: http://track.royalmail.com/portal/rm/track?catId=400145&keyname=track_home. Please use the 'Contact Us' form found on the bottom of this page to request this.
Am I able to change or cancel my order once placed?
Unfortunately, once an order has been placed on our system it cannot be changed or cancelled. If you are not fully satisfied with your purchase, you have the option of returning it to us - please see the return policy for further details.
My Account / Sign In
What information is in 'My Account'?
Once you have created an account, you will be able to log into My Account at any time. This is your own user area where you will be able to track the status of all your orders. This is where you go if you want to change your billing and shipping details. You may delete these details at any time if you wish to do so.
Do I have to 'Sign In'?
Once you have created an account you will need to sign into this account to proceed to checkout. Having already created an account has the benefit of saving you time the next time you want to purchase from the website, as you will not need to provide your personal details and billing/shipping preferences again.
I want to receive exclusive promotional offers and trend information via the A-SHU.CO.UK eNewsletter. How do I do this?
The quickest way is to enter your email address at the top of this page. You will be added to our mailing list to receive our newsletter from time to time.
Alternatively, you can create an account by clicking 'My Account' at the top of this page, where you can then opt-in to receive our eNewsletters. Creating an account will save you time when you want to purchase items.
Tip: You may experience restricted viewing and access to links within the eNewsletter if you provide a webmail based email address. Examples of webmail based email applications include the likes of AOL or internet service provider, company, work or university email addresses. Fully functional email addresses include Hotmail, Live, Yahoo etc, which will enable you to view fully functional eNewsletters.
Payment
What payment options can I use to purchase my order?
We accept the following payment cards: Mastercard, Visa, Maestro, Maestro UK, Solo, Visa Debit and Visa Electron.
Please ensure that your billing address exactly matches your name, address and post code as they appear on your payment card statement. We use this information as part of the validation process of your payment card. To ensure security and prevent fraud, all payment cards are subject to validation and authorisation by both us and the card issuer.
Please ensure the shipping and billing addresses are valid UK addresses (PO boxes are not accepted).
In case we need to contact you regarding your order, your phone number and email address is required.
What currencies can be used?
We currently can only accept UK Sterling (£).
Delivery
What are the delivery options?
- UK Standard Delivery: 3-4 working days £3.29
- UK Standard Recorded Signed For Delivery (Recommened): 3-4 working days £3.95. A signiture will be obtained from whoever receives the item(s); this may not be the person named on the address label. If there is no one available to sign for the item and the item is not collected or redelivery arranged within seven calendar days, it will be posted back to us.
- UK Special Delivery Next Day: Next Day £6.59. Available for Womenswear products only. Orders must be placed before 3pm Monday - Thursday (excluding Bank Holidays). Orders placed after 3pm on Thursday - Sunday will arrive the following Tuesday. A signiture will be obtained from whoever receives the item; this may not be the person named on the address label.
- UK Royal Mail 48 Hour Special Delivery: 48 Working Hours £6.59. Available for Menswear products only. Orders must be placed before 5pm Monday - Thursday and will arrive on the second working day (excluding Bank Holidays). Orders placed after 5pm on Thursday - Sunday will arrive the following Tuesday. A signiture will be obtained from whoever receives the item; this may not be the person named on the address label.
- International Shipping (Worldwide): £0.00. The price for this option is via quotation on receipt of your order and your required delivery address.
- Jewellery Only Orders: UK Royal Mail Recorded Delivery, 3-4 Working Days, £2.95 (reduced rate shipping for orders containing jewellery items only).
Can I change my delivery address after I have placed my order?
Unfortunately once you have placed your order it is processed immediately, therefore is not possible to amend.
What happens if I am not around to accept my delivery?
If you are unable to accept your delivery, the driver may leave it with a neighbour or in a hidden place if they feel it is safe to do so. A note will be posted through your door to let you know this has been done. If the parcel cannot be left with a neighbour or in a safe place, the delivery driver will take it back to the nearest deport and leave you instructions on how you can collect it or re-arrange delivery.
Can my order be delivered to a different address other than my home?
Yes of course. We advise you have your order delivered to where you will most likely be during the hours of 8.30am to 5.30pm Monday to Friday. However the delivery address you provide is entirely up to you.
Returns
What is the Returns Policy?
We try our best to ensure your complete satisfaction with your purchase and want to offer you the highest standard of customer service.
The A-SHU.CO.UK return address is as follows: A-SHU.CO.UK Returns, 43 Junction Road, Archway, London N19 5QU, U.K.
On the reverse of your eReceipt, please indicate the reason for your returns (this is purely used for feedback purposes).
What if I would like an Exchange instead?
What happens if I do not return items as per the Returns Policy?
If items are returned to us outside the 14 day returns policy, we reserve the right to make a late fee charge of £5.00 per returned item.
Please also be advised that items must be returned in their original packaging; if they are not returned in their original packaging you will incur a £3.00 fee per returned item.
If items returned to us are not via Recorded Signed For Delivery (Royal Mail) or similar, and they do get lost in the post, we cannot issue a refund or exchange.
I received a Faulty Item
We apologise if any item you received was faulty. In this case please use the 'Contact Us' form found on the bottom of this page, quoting your order number and contact details. Please state in which way the item is faulty and whether you want a refund or if possible an exchange.
We aim to get back to you within 24 working hours and will then advise on how to return the faulty item. You are entitled to return the faulty item to us within 30 days of your order date.