FAQs

i. Order Confirmation

Will I get confirmation of my order?
As soon as you put through an order via our website, we will send an order confirmation email to the email address you've provided. This is to confirm that we have received your order in our system and pre-authorised your payment method, ready for your purchase.

I placed my order but did not receive a confirmation email. Why?
If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:

Our emails might be going to your junk or spam folder
There might have been a misspelling when you entered your email address during checkout
Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.
What happens after I receive my order confirmation?
We check our warehouse or with our suppliers to make sure that your item(s) are available and can be dispatched as soon as possible. If your item(s) are available for shipping, we'll process the charges and prepare to ship your order.

In the event that your item(s) are unavailable for immediate dispatch, we will reach out to you via email or telephone to offer you an alternative. If you decide not to go ahead with any of the alternatives we've offered, we will remove the pre-authorization from your payment method.

ii. Privacy and Security

Why do you need my phone number?
Most of our delivery couriers require a contact number to ensure smooth delivery of your order. You will likely be contacted to arrange for a delivery time-slot most convenient to you. We do not disclose your information to anyone else, it is kept private and confidential. Plus if there are any issues with your order we can contact you quickly and easily.

Is it safe to buy online through your website?
Absolutely. Ash & Co strives to provide our customers with a safe and smooth customer experience. This site uses SSL encryption technology so that you never have to worry about credit card safety.

 

Shipment processing time:
Please note: No shipping time is guaranteed due to the possibility of freight delays beyond our control. However, below is what should be expected if there are no delays.

All orders placed before 1pm on weekdays are processed and dispatched on the following day. Orders are not shipped or delivered on weekends or holidays.
If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

All North Island (non-rural) orders will be delivered 1-2 business days following the order (if placed prior to 1pm).

Please allow an extra day for North Island rural and South Island deliveries. Please allow 3-4 days for South Island rural deliveries.