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HELP & FAQ

  • What methods of payment do you accept?
    MasterCard Visa Visa Delta Maestro PayPal
  • Can I send an order to more than one delivery address?
    If you'd like to have items sent to separate UK addresses, please complete a separate order for each address. A separate delivery charge will be made for each address if applicable
  • Why is my promotional code not working?
    1. Check that your promotional code has been correctly entered: - Is the case correct? - Are there spaces? 2. Make sure to add the required items to your basket and that you have only one promotional code in your basket. 3. Check that the offer has not expired. 4. If your offer code is for a discount, check that your basket does not contain an advent calendar, gift set or other promotional collection. If you have checked all the above points and your promotional code has not been accepted, please contact us.
  • I forgot to add my promotional code to my order - can I add it?
    Promotion codes do have to be entered at the time of placing the order. They cannot unfortunately be added on after the order process has been completed.
  • How will I know if you have successfully received my order?
    Once the order has been processed a confirmation email will be sent to you. 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.
  • Can I cancel or change my order including shipping address?
    Any amendment you would like to make must be sent via the contact form before you receive the fulfilment email. Which is usually by 09.00am the next working day. Make sure to include your order number in the form with clear instructions.
  • Can I amend the delivery option for my order?
    As there is a price difference in the delivery options we offer, we unfortunately cannot change the delivery option once an order is placed.
  • I didn't get an invoice in my parcel
    We've gone paperless so you won't receive any paperwork in your parcel. You'll still get your order confirmation and dispatch via e-mail.
  • I haven't received my order yet?
    We will always endeavor to resolve any delivery issues as quickly as possible. It can take a little longer for our couriers to get your order to you. Please wait for 7 days before contacting us. If your parcel has bounced back to the warehouse due to incorrect address provided or customs have not been paid. Then the order will be refunded the total minus shipping costs and 10% admin fees. And you will need to place the order again if the items are still wanted.
  • My order is showing as delivered but I haven't received it?
    If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can't locate it, contact us.
  • What if I'm not home for my delivery?
    If you’re not home when Royal Mail try to deliver they will locate a safe place to leave your parcel, or leave it with a neighbour (usually either opposite or either side of your property). If they can’t find a safe place or neighbour to leave it with, they’ll leave a calling card for you so you know what’s happened to your parcel.
  • Where do you deliver to?
    We ship worldwide, please check the link below for a full list of countries and territories we cover. https://www.royalmail.com/international-zones/
  • What are the delivery charges?​
    Orders must be placed by 10am Monday-Friday to guarantee same day dispatch. Please note there is no dispatch on Sunday and Bank/Public Holidays. UK orders: Orders under £50.00 Royal Mail 1st Class Signed Delivery - £4.50 Orders £50.00 - £75.00 Royal Mail 1st Class Signed Delivery – FREE Orders over £75.00 Royal Mail Special 1pm Next Business Day – FREE Available for orders placed before 10:00 AM UK time. *This service is available from Monday-Thursday. Orders over £80.00 Royal Mail Special 1pm Saturday Guarantee - FREE Available for orders placed before 10:00 AM FRIDAY UK time. **Next Business Day Delivery Service is not applicable to the Scottish Islands: HS2 Lewis, PA61 Colonsay, PA62-75 Mull, PA78 Coll, KW16-17 Orkney, PH30 Corrour, Mallaig PA78, PH42 Eigg & Muck, PH43-44 Rhum & Canna, ZE2-3 Shetlands. International Orders: Customers are responsible for paying all custom fees. International Tracked 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 International Tracked service. Rest of the world - FREE International Tracked service.
  • Which carrier do you use to send your parcels?
    We use Royal Mail to send our parcels. However, we may use an alternative carrier for large orders or specific requirements.
  • What items are returnable?​
    All items must be: UK orders excluding perfumes. In original packaging​. Resaleable condition​. Unworn or unwashed​.
  • What items are not returnable?​
    Sale items​. Free gifts​. Promotional items​. International Orders- PLEASE NOTE WE DO NOT ACCEPT RETURNS FROM OUTSIDE OF THE UK. For international orders, we have no control over custom fees and they vary from country to country.
  • How to return an online order
    Please contact us with the order number and please specify the item(s) which you would like to return and somebody will be in touch within 3 working days. Returns need to be received by As-Sumou within 14 days of receipt of your shipment. As-Sumou are not responsible for delays caused by Royal Mail or other couriers when returning items.
  • How long will my refund take?
    Once your items have arrived at our warehouse, your return will be processed in up to 10 working days. Once your order has been refunded you will receive an email to confirm. 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.
  • How are refunds paid?
    Refunds will be paid onto the same method of payment used on the original order. The refund value will be for the price paid when the order was placed minus shipping costs and 10% admin free. Refunds will only be processed once the item is received back and inspected.
  • Can I exchange any of my order?
    If you have received the order and all the items are correct and you simply wish to exchange, you will need to return the item(s) that you no longer require and complete a new order on our website with the items you want.
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