Frequently Asked Questions (FAQ)

Welcome to Ashberry! We're so happy that you're here. Below are answers to some of the most common questions we receive. If you still have questions, don’t hesitate to reach out. We’re happy to help.

About Our Collections

Q: What does it mean to have a limited ordering window?
A: Some of our dresses are released as limited-time collections, which means you can only place your order during the specified window.
We produce these pieces in small batches using carefully sourced fabrics, so once the order window closes, the style might not return.
 If you fall in love with a piece, don’t wait! These are designed to be rare and special.

Q: Where and how do I place an order?
A: You can shop directly on our website: ashberry.shop
 If you have any questions, use the chat window or email us at hello@ashberry.shop. We’re here for you!

 

Product & Customization

Q: What’s the difference between Ready-to-Wear and Made-to-Order?
A: Ready-to-Wear items are in-stock items that ship within 1-3 business days. Made-to-Order are dresses made just for you after you place your order. These take about 14-21 business days for production before shipping.

Q: What can I customize in a Made-to-Order dress?
A: You can request adjustments in:
-Size 
-Dress length (e.g. short or maxi)
-Sleeve design (e.g. short, ¾)

 Need something more specific? Just message us. We’ll see what’s possible!

Q: How do I know my size?
A: Each product page includes a size chart. If you’re still unsure, message us for a personalized size recommendation.

Shipping & Delivery

Q: Where do you ship to?
A: We ship worldwide! Shipping fees vary depending on your location and will be calculated at checkout.

Q: Is shipping free?
A: Free shipping is only available for Hong Kong at the moment, but sometimes we will have promotions that include free shipping for other regions as well. Shipping fees are calculated based on your location.

Q: How long does shipping take?
A: Ready-to-Wear items ship within 2-5 business days. Made-to-Order items take 14-21 business days to produce before shipping. Delivery time depends on your destination. You'll receive a tracking number once the items are shipped.

Returns & Exchanges

Q: Can I exchange or return an item?
A:

For Ready-to-Wear:
You can exchange for a different size or return your order within 7 working days of receiving it. Items must be unworn, unwashed, with tags attached. If the size you want is out of stock, we’ll issue a full refund instead.

For Made-to-Order:
These are custom-made and cannot be returned or exchanged unless there’s a verified manufacturing defect. Please notify us within 7 days of receiving your order.

Please note: We cannot offer returns for the following:
-Slight measurement variances (1–3cm)

-Items that have been worn, washed, altered, or have tags removed

-Minor imperfections that are not considered defects

Q: What if I receive a defective item?
A: We truly apologize for the inconvenience! If you believe your item may be defective, kindly reach out to us within 7 days of delivery with clear photos. Once our team confirms the issue, we’ll be happy to offer you a full refund or arrange an exchange, whichever you prefer. Your satisfaction means the world to us.

 

Payment & Cancellations

Q: I paid by credit card, how are refunds processed?
A: If your payment hasn't been captured, we’ll cancel the authorization. If you’ve already been charged, we’ll issue a refund to your original payment method. Refunds are processed within 7 working days after confirmation.

Q: Can I cancel my order?
A: For Ready-to-Wear items, you may cancel before the item ships. For Made-to-Order items, cancellations are not possible as production begins right away.

Still Need Help?

We’re always happy to chat! Reach out to us via our website chat function or by email hello@ashberry.shop.