Shipping policy

Shipping Policy
Last updated: May 21, 2026

Handcrafted in India
Every Ashwell copper piece is handcrafted by hand in India — a unique, one-of-a-kind item rather than a mass-produced product, shaped and finished in workshops specializing in traditional copper craftsmanship in the Rajasthan region. Your order is dispatched directly from our workshops in Rajasthan to your home. Because each piece is shaped by hand rather than manufactured on an assembly line, small natural variations in texture and finish may occur — this is part of what makes each piece unique, not a defect.

Delivery Time
Delivery takes between 10 and 21 working days, depending on your region. This lead time is a natural part of our process: production and dispatch simply take longer for a handcrafted item than for a mass-produced one. We choose not to shorten this timeline at the expense of quality or authenticity — we see it as part of the Ashwell experience, not a drawback.

Order Processing
Orders are processed within 1-3 business days of confirmation, before your piece is prepared for international dispatch.

Logistics & Tracking
After production, orders are routed through our international logistics network before final delivery. As a result, tracking information may temporarily show a transit country or hub that differs from India — this reflects the shipping route only, not where your product was made. A brief pause in tracking updates right after your label is created is normal and does not mean your order is stuck.

Possible Delays
Delivery estimates are based on standard conditions. Occasional delays may occur due to high order volumes, handcrafted production timelines, customs processing, courier disruptions, weather, or circumstances beyond our reasonable control. A reasonable delay does not automatically entitle a customer to cancellation or refund. For a significant delay, contact us at info@theashwell.com for an update.

Shipping Confirmation & Tracking
Once your order ships, you'll receive a confirmation email with your tracking number and a link to follow your shipment. Your parcel may pass through more than one courier internationally, so the tracking number may be updated or replaced by the local courier responsible for final delivery.

Delivery Address
You're responsible for providing an accurate, complete delivery address — including recipient name, street, postal code, city, and any access details needed for delivery (apartment number, intercom name, phone number). Contact us immediately at info@theashwell.com if you notice an error — we'll do our best to correct it before dispatch, but cannot guarantee changes once an order is in production or transit. The Ashwell is not responsible for delivery delays or failures caused by incorrect or incomplete address information provided by the customer.

Undelivered, Refused, or Returned Parcels
Parcels that cannot be delivered due to an incorrect address, repeated unavailability of the recipient, unjustified refusal, or failure to collect within the courier's window may be returned to our facility. If non-delivery is attributable to the customer, reshipment costs may apply before a new delivery attempt is made.

Package Marked as Delivered but Not Received
If tracking shows your order as delivered, The Ashwell considers the order successfully fulfilled and takes no further responsibility for the parcel. It is the customer's sole responsibility to ensure the delivery address provided at checkout is complete and correct — we are not liable for non-delivery, loss, or misdelivery resulting from an incorrect, incomplete, or outdated address supplied by the customer. If you believe your parcel was lost or stolen after being marked delivered, please check your mailbox, building entrance, with neighbors or household members, and any secure drop locations used by the courier. You may contact us at info@theashwell.com, and we may, at our discretion, assist by opening a carrier investigation — however, this does not guarantee a refund or replacement, as responsibility for a correctly addressed, marked-delivered parcel lies with the customer from the point of delivery.

Items Damaged in Transit
Please inspect your order upon arrival. If an item is damaged, incomplete, or different from what you ordered, contact us as soon as possible at info@theashwell.com with your order number, a description of the issue, and photos of the product and packaging. Please do not return an item before receiving instructions from our team.

Order Changes & Cancellations
To change or cancel an order, contact us as soon as possible at info@theashwell.com. We'll do our best to intervene before your piece enters production or is handed to our shipping partner, but we cannot guarantee changes once that process has started. If your order has already shipped, please wait for delivery and refer to our Return & Refund Policy.

Returns
Please do not send returns to the address listed below — this is our business address, not a returns address. Contact us at info@theashwell.com before returning any item, and our team will provide the correct return instructions. Full terms are available in our Return & Refund Policy.

Transfer of Risk
Risk of loss or damage to a product passes to you once the product is delivered into your physical possession (or that of a person you have designated to receive it, other than the courier).

Contact
For questions about order processing, shipping, or delivery tracking:
Email: info@theashwell.com
Marsae Commerce LLC
30 N Gould St Ste 6985
Sheridan, WY 82801
United States