FAQs

We understand that you may have questions regarding our services, policies, and procedures. To assist you, we have compiled a list of frequently asked questions along with detailed answers. We hope this section will provide you with the information you need.
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  • Orders & Payments
  • Delivery
  • Returns

Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 24-36 hours!

Orders & Payments

No, you don't need to create an account to shop with us. However, we'd recommend creating an account so you can add items to wishlist & easily track your orders.
We will send you an email to acknowledge that we have received your order. This is usually within 24 hours. Please note that this may go into your junk/spam email folder if you have not shopped with us online before. If you do not receive a confirmation email after placing an order, please contact us for further assistance.
If you need to change the contact details for an order which you have already placed, please contact us. If you'd like to change your account details, please sign in to your account.
While we may not always be able to make changes to your order, unwanted items can easily be sent back to us.
All orders will be packed and sent from our warehouse in the UK.
In some instances, we may have to cancel your order. Should this be the case, you will be notfied by email and issued a full refund shortly after. If you need further assistance, please contact us.
We currently accept VISA, Mastercard, American Express, PayPal, Apple Pay & ShopPay.
The currency that you will be charged in is determined by your shipping destination and will be displayed at Checkout before completing your purchase. If your local currency is unavailable, your order will be charged in USD at a competitive exchange rate.

We will take payment as soon as your order is placed on our website.

Please note: should your order be cancelled, we will immediately issue a refund. This can take 7-20 working days to reflect in your account.

For UK customers, local taxes and duties are included in the product price.

For all international customers outside of the UK, the price you pay to As-sumou London will exclude all relevant import duties and sales taxes. As the recipient of the order, you must instead pay any duties and taxes directly to our carrier to release your order from Customs. Since we are unable to advise you on the exact cost for the taxes and duties, we recommend contacting your local Customs office or tax authority for further information.

Delivery

We ship all over the world. Shipping costs will apply, and will be added at checkout.
Shipping Information

UK Orders:

  • Orders under £50.00 - Royal Mail 1st Class Signed Delivery - £4.50
  • Orders over £50.00 - Royal Mail 1st Class Signed Delivery - FREE

International Orders:

Tracked and Signed service is used on all orders.

  • Orders under £170.00
    • EU - £13.99
    • Rest of the world - £25.99
  • Orders over £170.00
    • EU - FREE
    • Rest of the world - FREE.

We primarily use Royal Mail for the shipment of our parcels to reach our customers efficiently, both within the UK and internationally.

For larger orders or those with specific requirements, we may opt to use an alternative carrier to best meet your needs.

We strive to process and ship orders within 1-2 business days. However, during busy periods or promotional events, it may take slightly longer. Once your order has been shipped, you will receive a confirmation email with tracking information.

Please note: delivery may be delayed due to situations beyond our control, for example adverse weather conditions or increase in demand. We will update you if anything changes with your order.

When your order is dispatched, we will send you a confirmation email. You can follow your order’s journey by selecting ‘My Orders’ when signed in to your online account. If you have used our ‘Guest Checkout’ option, you can visit the Track Your Order page. You can also track the parcel directly with the courier.

Returns

While we do not offer exchanges for online orders, you can easily return unwanted items to us for a refund and place a new order.

If you change your mind about your order or purchase, you have 14 days from the day of delivery to return your order. Your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please see our Returns Policy for a full list of non-returnable items.
The original delivery charges will not be included in your refund.
We ask that you return your item(s) in the original packaging provided. If you do not have the original packaging to return your item(s) in, please use alternative suitable packaging and enclose the returns inside. Please note that any damage caused to packaging may result in issues when processing the refund.

If you believe that you have received a faulty or damaged item, please contact us with your order number and details of the fault or damage. Please keep any images to support your claim.

Once we have received your query, we will be able to further assist you.

If you believe you have received the wrong item in your order, please contact us so we can resolve the issue. We kindly as you to provide as much information as possible upon contact.

From the day of return, it can take up to 7 days for orders for your parcel to be delivered back to our warehouse and processed. All returns are subject to our routine inspection. We will send you an email as soon as we've processed your refund.

Refunds will be automatically issued to the original payment method used to place the order. Refunds can take up to 10 working days to show in your bank account, depending on your payment provider. Please be aware that some banks take longer than others to process the funds back into your account, so please allow additional time for this to take place before contacting us.

Unable to find satisfactory answers ? Contact Customer Support