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Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
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1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

Being a small boutique with inventory constantly changing, we offer store credit only for items returned within 14 days of purchase. Any reduced-price items or merchandise marked "SALE" "Final Sale" OR "Vintage" cannot be returned. 

All footwear returns must include the original shoe box in its original condition, without postal labels.


Of course, we build in some extra days for transit time (we’re not monsters).

 

Customers are responsible for all return postage by either:

  • a) Purchasing a pre-paid label during the return process
  • b) Receiving a return authorization and shipping via their preferred method. 

Please head to https://www.ascotandhart.com/pages/returns to process your return.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Do you have a physical store?

Yes! Our retail location is located at:

 

1002 North Central Expressway 

#351

Richardson, TX 75080

2. Product Questions

What size should I order?

We have a size chart available for each product to help you find the best fit. Please refer to the size chart on the product page for more information.

What is the material of this product?

The material for each product is listed on the product page, under the "Details" section. If you have further questions about the material, please don't hesitate to contact us.

How do I care for this product?

Care instructions for each product are also listed on the product page, under the "Details" section. Please follow the care instructions to ensure the longevity of your product.

Can I see this product in other colors?

If the product is available in other colors, they will be listed on the product page. If you don't see the color you're looking for, please contact us and we will do our best to assist you.

 

The item I want is sold out - are you going to restock it? 

In the event that you missed out on something you absolutely have to have, simply enter your email on the item’s product page and we will send you a Fulfillment Notification once it’s back and available for purchase.

 

Proposition 65

The following is a notice to residents of California regarding Proposition 65:

 

California’s Proposition 65 entitles California consumers to special warnings for Products that contain chemicals known to the State of California to cause cancer and birth defects or other reproductive harm if those products expose consumers to such chemicals above certain threshold levels. Some of our products such as wallets, handbags, purses, clutches, clothing, jewelery or shoes made of vinyl or imitation leather may contain traces or lead. In accordance with Proposition 65, We issue the following warning to our California customers:

 

WARNING: Some Products on our Online Store from time to time may contain chemicals that are known to the State of California to cause cancer and birth defects or other reproductive harm and may be included on the Proposition 65 chemical list. If you need additional information to make your purchase, please email us at: info@ascotandhart.com We will respond as soon as possible to provide you with the information We possess about the materials within our products.

 

For more information on Proposition 65, please visit here. To learn more on lead-related FAQs, visit here.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

 

How do I use a promo code?

Add your selections to your shopping cart and continue to checkout. On the right-hand side, you’ll see “Have a promo code?” Just click the plus sign, type in the code and hit “Apply.” Your promotion code will be automatically applied to your order and will be reflected under your order total.The amount of your discount will be listed in the “Promotions” line. Please be advised that only one code can be used per order. Codes cannot be applied to previous purchases. Some exclusions may apply. 

 

How do I use my gift card?

During the checkout process, input your gift card code in the box under ‘Have a gift card? Enter it here:’ and click the “Apply” button. 

 

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Standard ground shipping inside the USA is $9 for orders under $100
 Please refer to our shipping policy for more details.

Do you offer free shipping?

Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing shipping@ascotandhart.com or by calling our team at 469-828-1781.

What are your business hours?

Our business hours are Monday through Friday from 10:00am to 5:00pm CST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at shipping@ascotandhart.com.

Do you have a physical address?

Yes, we do have a physical address. Our headquarters is located at Yes! Our retail location is located at:

Ascot + Hart

1002 North Central Expressway 

#351

Richardson, TX 75080
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