FAQ
Shipping
Where do you ship from, and how long does delivery take?
All orders ship from our warehouse in China. Orders usually arrive about 15 days after you place them. Actual delivery may be a little shorter or longer depending on your region and customs clearance.
Delivery times are estimates, not guarantees. Customs checks, holidays and bad weather can cause delays.
How much is shipping?
| Region | Shipping fee | Free shipping on orders of |
|---|---|---|
| Japan | US$20 | JPY13,000 |
| United States | US$20 | US$100 |
| Canada & Mexico | US$20 | US$100 |
| Europe | US$20 | US$100 |
| United Arab Emirates | US$20 | US$100 |
| Hong Kong, Macao & Taiwan | US$20 | US$100 |
| Southeast Asia | US$20 | US$100 |
| Australia & New Zealand | US$20 | US$100 |
| Brazil | US$20 | US$100 |
Standard shipping is US$20 for the destinations listed above. For delivery to Japan, orders with a merchandise subtotal of JPY13,000 or more after discounts qualify for free standard shipping. For all other destinations listed above, the free-shipping threshold is US$100 after discounts. The Japanese threshold is fixed in Japanese yen. Shipping fees and other destinations' thresholds are set in US dollars and converted to your checkout currency where applicable. The exact shipping fee is shown at checkout. Delivery times are estimates, not guarantees. We currently ship only to the countries and regions listed above.
Will I have to pay customs duties or import taxes?
For deliveries to the United States, Canada, Mexico, Europe (including Poland and Switzerland), Japan and the United Arab Emirates, duties and import taxes are included in the displayed price. We pay these import charges for you, including import VAT where applicable, so there are no additional import charges on delivery.
For other destinations, import duties and taxes may apply under local customs rules. Unless collected at checkout, these charges are paid by the recipient on delivery. Clothing and accessories delivered to Hong Kong or Macao are generally not subject to import duty.
How can I track my order?
When your order ships, we email you a tracking number and link. Tracking may take 1–3 days to show updates after dispatch. You can also check your order status by signing in to your account.
Returns & Exchanges
What is your return policy?
You can request a return within 14 days of receiving your order. Items must be unworn and unwashed, with all tags attached. Please contact us before sending anything back: we will confirm your return and send you the return address (parcels sent without contacting us first cannot be accepted).
- Defective, damaged or wrong item: free return or replacement. We cover the shipping.
- Change of mind or wrong size: return shipping is paid by the customer.
Refunds are issued to your original payment method within 5–10 business days after we receive and inspect the item. See our Refund Policy for full details.
Can I exchange for a different size or color?
Yes. Contact us within 14 days of receiving your order and we will check stock for the size or color you want. For size or color exchanges, the customer pays the return shipping.
My item arrived damaged or I received the wrong item. What should I do?
Please email us within 14 days of delivery with your order number and photos of the item and packaging. We will send a replacement or a full refund, and we cover the shipping costs.
Sizing
How do I choose my size?
Every product page has its own size chart in centimeters. Please use it first, as sizes vary between items. Many of our pieces follow Asian sizing, which can run one size smaller than US or EU sizing. The easiest way to choose is to measure a similar garment you already own and compare it with the chart. Our Size Guide explains how to measure and includes general conversion tables. Not sure? Email us your height, weight and usual size and we will help.
Orders & Payment
Which payment methods do you accept?
We accept major credit and debit cards, Shop Pay, Apple Pay and Google Pay. The options available to you are shown at checkout. All payments are processed securely, and we never see or store your full card details.
Can I change or cancel my order?
Contact us as soon as possible. If your order has not shipped yet, we can usually change the size, color or address, or cancel it with a full refund. Once an order has shipped, it can no longer be cancelled, but you can return it under our return policy.
Contact
How can I contact you?
Email us at hello@ashsurge.com or use our contact page. Please include your order number if you have one. We aim to reply within 1–2 business days.