Customer Service

Contact Customer Service: customerservice@ashleybrookedesigns.com 

Other FAQ’s

SHIPPING

Shipping rates are determined by weight, and are a direct reflection of what it costs to ship some ABD love right to your doorstep.

Orders are generally filled within 2-3 business days. All orders within the US & Canada are shipped USPS Priority Mail; generally, we expect 3-4 days delivery time once your order has left our studio. International orders are shipped using Standard Mail; shipping times vary. You will receive a shipping confirmation with tracking information to the email address associated with your order as soon as your package is on its way to you.

Please note that orders cannot be changed or cancelled once placed. Please verify your shipping address is correct during checkout. Should you use Paypal, please check your shipping address there as well. Ashley Brooke Designs is not responsible for orders shipped to incorrect addresses.

GIFT MESSAGES & GIFT WRAP

Gift messages are available at no additional cost to you. You will receive a prompt while placing your order that will allow for you to dictate your message. Each message is printed on the packing slip included with your order.

Orders are not available for gift wrap. However, we package every order with a little extra flair and sparkle, so you’re not to worry. Every square inch of your order will be like a party in a box – better than gift wrap!

ORDER ISSUES

Sometimes the site does things even we can’t understand. We apologize! If you are experiencing difficulties placing an order, email us at customerservice@ashleybrookedesigns.com with the following information:

• full details of your order
• mailing address associated with your order
• any other information you deem important (gift message, separate billing address, custom product information [i.e. Mug Gift sets, Tailored Collection design specifics, etc.], etc.)

We are more than happy to work up a personalized invoice for your full order/ Standard shipping rates, delivery time, return/exchange and waitlist policies still apply. Please note that design work and/or production will not begin until after invoices have been paid. Invoices are due upon receipt.

DAMAGED PRODUCTS

Occasionally, orders become damaged in transit. We work hard to package up everything carefully, but unfortunately, we lose control of packages as soon as they leave the studio. In the case of damaged products, save the box and merchandise and notify us at customerservice@ashleybrookedesigns.com with the following information:

• your order number
• an image of the damaged product
• your mailing address

We will do our best to replace the damaged product in a timely manner.

BACKORDERED & OUT OF STOCK PRODUCTS

Products that are indicated as backordered or out of stock cannot be purchased; this means you will be unable to add the item to your cart. We are unable to hold orders to include those products once they are back in stock. This is done in an effort to get all of our orders out the door in a timely manner, as well as manage our inability to control the oftentimes varying timeframes of freight deliveries.

Occasionally, some products may sell out and be labeled as Out of Stock in their product description. When this happens, generally, you will be able to add yourself to our Waitlist. This does not secure out of stock product for you, but rather adds you to a list to receive a notification once the product is back in stock, for you to then be able to purchase in your own time. Discounts, promotions, holds, or other exclusives at the time of your addition to the Waitlist may not be applied to orders once products are back in stock.

Should a product not be making a return to the Online Shop, it will be taken down and become unavailable for purchase indefinitely. ABD reserves the right to add or remove products as we deem necessary.

DISCOUNTS & PROMOTIONS

Discounts, promotions, and other exclusives may not be applied to orders placed prior to the date(s) the discount or promotion is valid; discounts & promotions are not applicable to orders placed previously, meaning we cannot adjust previous orders to reflect current discounts. Discounts and promotions are valid only for the timeframe announced at the time of promotion. Only one coupon code may be used per order.

LATE DELIVERIES/MISSING PARCELS

You will receive a tracking number via email for your order once it has shipped. Please refer to the tracking number sent to you to check the status of your order.

If a domestic parcel has not been received within 14 days of shipping, or an international parcel withing 45 days of shipping, please contact us at customerservice@ashleybrookedesigns.com with your order number & the name associated with your order.

ORDER STATUS

The best way for quick updates on the status of your order is to set up an account with us at the time of your purchase. This allows you to log in to your account at any time to receive information on your order as its status changes. For the status of your order in transit, please refer to the tracking information contained in the shipping confirmation sent to the email address associated with your order.

SALES TAX

Sales tax will be applied to any order shipped to the state of Florida.

COLORING & TEXT

All ABD products, unless otherwise noted, feature original, one of kind designs. They may not be altered or customized in any way. This applies, but is not limited, to phrase text, coloring, placement, or size. Exceptions to this are custom illustrations and The Tailored Collection, where applicable.

We have done our best to display as accurately as possible the colors of the products shown on the website. That being said, because the colors you see will depend on your monitor, we cannot guarantee that your monitor’s display of any color will be accurate.

PAYMENT METHODS

We accept the following payment methods: Visa, Mastercard, Discover, American Express, and Paypal. For security purposes, your billing name and address must match that of the credit card associated with your order. We reserve the right to cancel any order that does not meet these criteria. Please note that design work and/or production will not begin until after payment has been made, including personalized invoices.

RETURN & EXCHANGE POLICY

No returns or exchanges are accepted. All sales are final.

If you have received the incorrect product in your order, notify us at customerservice@ashleybrookedesigns.com and let us know. We will generate a return label for you to ship the item back to us, at no additional cost to you. We ask that you save all packaging materials for a quick return. We are happy to send you the correct product, provided the replacement product is in stock. Should your replacement product be out of stock or backordered, we will send out your replacement upon the return of out of stock or backordered product.