FAQs

We aim to dispatch all orders within 1-2 working days, although there may be a slight delay during our sale period or CNY holidays. You will then receive an email with the tracking number provided.

Hong Kong / Macau / Mainland China / Taiwan – Delivery usually takes 2–5 working days.

Asia – Delivery usually takes 5–14 working days.

Europe / Canada / Australia / New Zealand / United Arab Emirates –

• Standard Shipping: Usually takes 7–14 working days.
• Express Shipping: Usually takes 3–7 working days, depending on the destination.

Important Note:

• Pre-orders: If your order contains a mix of in-stock and pre-ordered items, your entire order will be held and shipped together once the pre-ordered item is ready for delivery. If you wish to receive your in-stock items earlier, please place a separate order.
• Personalised orders: Please allow an additional 3-5 working days on top of the above estimated delivery times. If a specific cut-off date has been applied, urgent orders will NOT be accepted.
• Possible Delays: Samuel Ashley will not be held responsible for delivery delays caused by peak sales periods, customs clearance, or other unforeseen circumstances beyond our control.

Hong Kong / Macau / Mainland China / Taiwan –  

• Orders over HK$500: Free of charge
• Orders below HK$500: HK$30

Asia – 

• Orders over HK$800: Free of charge
• Orders below HK$800: The shipping charge will be calculated upon weight as well as destination

Europe / Canada / Australia / New Zealand / United Arab Emirates –

• Orders over HK$2,500: Free of charge
• Orders below HK$2,500: The shipping charge will be calculated upon weight as well as destination

Please be noted that custom fees, duties or import taxes may occur for overseas orders. Customer is responsible for paying the corresponding charges.

For more information, please visit our Delivery & Returns page.

We ship to most countries, though some geographical exceptions may apply.

Please note that we may not be able to deliver to certain areas. We suggest that you select a different shipping destination or contact our Customer Services Team for further assistance. 

Order cancellations are NOT guaranteed, as our team processes your orders quickly to ensure that they arrive to you as soon as possible. 

You are welcome to return or exchange your order once received as indicated in our Product Refund & Exchange Policy. For further assistance, please contact us.

Important Note:

• Personalised orders CANNOT be cancelled, returned, refunded or exchanged.

Please contact us for further assistance.

If there are quality problems, product refund or exchange is available within 7 days of order receipt date. Please contact us stating your order number and send us some pictures of product flaws. We will be happy to help with your request. 

You can return an item* purchased on samuelashley.com within 7 days of order receipt date. If you need to return an item, please feel free to get in touch with us via email at info@antipear.com stating your order number and reason for the return. 

Products can only be refunded or exchanged provided that they have been unworn or unused, and are in their original selling conditions with all tags and packing (if applicable) intact. 

*Exceptions apply: sale items, personalised products.

For more information, please visit our Delivery & Returns page.

To ensure your Samuel Ashley leather goods in good conditions, please observe the following care instructions.

Avoid prolonged exposure to direct sources of light and heat. To retain the shape, store your leather goods in a dust bag that should not be over-filled. Avoid contact with alcohol wipes, oils, perfumes and cosmetics. In case of contact with water, absorb the liquid with a light-coloured, soft dry cloth. Place in a cool dry place and leave to air dry.

Variations in tone, marks or grains are natural features of leather and should not be considered as imperfections.

We may use different engraving or printing techniques on leather and it will develop a unique patina on each product. Avoid rubbing the leather. A slight transfer of colour can occur, particularly in humid environments.

Designed to retain the suppleness and silky touch, our natural US cowhide leather products have not been coated. A slight colour transfer may occur and this natural feature should be appreciated. Avoid wearing light-coloured garments with intensely coloured leather.

Apply leather protective cream if needed.

Do not hesitate to ask for advice on care instructions at Samuel Ashley stores, we are at your disposal to provide you after-sales service.

Customers are entitled to enjoy complimentary repair and maintenance service for 6 months from the date of sales invoice. Please keep your sales invoice as proof of purchase. Customers shall bear the cost of repairing after maintenance period, and/or failed to provide any valid receipt.

Our repair and maintenance service is eligible for zipper or hardware replacement. The service does not cover any damage caused by misused or unreasonable use, improper care, exposure to extreme temperatures, solvents, alcohol, humidity, sunlight, natural variations in tone, stains (such as oil, grease or ink), scratches or normal wear.

Sale, discontinued items and SAMO ONDOH products are NOT eligible for repair and maintenance service. 

For details, please see our Repair & Maintenance Service page.