FAQ
FAQ (Frequently Asked Questions)
1. Orders
Q: Can I change my order?
For Exclusive Print Collection (Made-to-Order) Items:
A: Orders can only be modified before production begins.
Since these items are custom-made after your order is placed, once production starts, we cannot change the order. If you need any modifications, please contact us as soon as possible via support@ashosora.com.
For Curated Collection (Pre-Stocked) Items:
A: Please contact our support team immediately if you need to make any changes.
Q: Can I cancel my order after placing it?
A: Yes, you can cancel your order within 24 hours of purchase. Please contact us at support@ashosora.com as soon as possible.
- If you cancel within 24 hours, you will receive a full refund to your original payment method.
- If more than 24 hours have passed, we cannot guarantee cancellation, as the order may have already been processed for fulfillment.
If your order has already been fulfilled or shipped, it cannot be canceled. In this case, please refer to our Return & Refund Policy for further details.
Q: I ordered multiple items. Will they arrive together?
A: We strive to ship all items together. However:
- Exclusive Print Collection (Made-to-Order) items may be produced in different facilities and could be shipped separately. In such cases, you will receive separate tracking numbers for each package.
- Curated Collection (Pre-Stocked) items are usually shipped together unless an item is on backorder.
2. Shipping
Q: How long does shipping take?
For Exclusive Print Collection (Made-to-Order) Items:
A: Since these items are made after you place your order, the total delivery time includes:
- Production time: 3–8 business days
- Shipping time (USA only): 5–7 business days
Depending on the production queue, your order may take 8–15 business days to arrive.
For Curated Collection (Pre-Stocked) Items:
A: Pre-stocked items are typically shipped within 1–3 business days after the order is placed. Shipping time varies based on the carrier and location.
Q: Do you offer international shipping?
A: Currently, we only ship within the United States. We do not offer international shipping at this time.
Q: How can I track my order?
A: Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. Click the tracking link to check your order’s status.
3. Returns & Exchanges
Q: What is your return policy?
For Exclusive Print Collection (Made-to-Order) Items:
A: Since these items are made specifically for you, we do not accept returns or exchanges.
However, we will make exceptions in the following cases:
- You received the wrong item (different from what you ordered)
- The item arrived defective (e.g., misprint, damage)
If you experience any of these issues, please contact us within 7 days of delivery with photos of the item via our Contact Us form.
For Curated Collection (Pre-Stocked) Items:
A: Returns for pre-stocked items are accepted within 30 days of receiving your order if the item is unused and in its original condition.
- The customer is responsible for return shipping costs.
- If the return is due to our error (wrong item sent or defective product), we will cover return shipping.
To initiate a return, please contact us before sending back any items.
Q: Can I exchange an item if I ordered the wrong size or color?
For Exclusive Print Collection (Made-to-Order) Items:
A: Unfortunately, we do not offer size or color exchanges since these items are made individually after the order is placed.
Please check the size guide on the product page carefully before placing your order.
For Curated Collection (Pre-Stocked) Items:
A: Yes, exchanges are possible if the item is still in stock. Please contact us to check availability and arrange the exchange.
4. Product Information
Q: Where can I find details about materials and sizes?
A: Each product page includes detailed information about materials, sizes, and specifications. If you need additional details, feel free to contact us.
Q: Do you offer gift wrapping?
A: At this time, we do not offer gift wrapping due to our fulfillment process. However, you can add a personalized gift note at checkout.
5. Payment
Q: What payment methods do you accept?
A: We accept the following payment methods:
- Credit Cards: Visa, MasterCard, American Express
- Digital Payments: PayPal, Apple Pay, Google Pay
Q: Can I get a receipt for my purchase?
A: A receipt is included in your order confirmation email. If you need an additional copy, please contact our support team.
6. About Asho Sora
Q: What does "Asho Sora" mean?
A: "Asho" is derived from the founder’s name, while "Sora" means "sky" in Japanese, symbolizing openness and possibility.
7. Customer Support
If you have any other questions, feel free to contact us via our Contact Us form.