Frequently Asked Questions

Ordering and Payment

We accept all major credit cards, PayPal, Apple Pay, and Google Pay.

We offer a payment plan via Sezzle so that you can pay for your order in 4 interest-free installments over 6 weeks. This is offered at checkout and subject to approval from Sezzle.


We're committed to transparent pricing that's fair to our artisan suppliers, and we don't play games with pricing or offer site-wide discounts. What you see is what you'll pay!

We do have an awesome Outlet Sale going on all the time, where we discount our past-season and overstocked items. Sometimes we'll even buy overstock directly from our vendors and pass on the savings to you.

On the rare occasion that we offer a coupon, it will almost always be an extra percentage off sale items. Full price items are virtually never impacted by coupon deals, so you don't need to worry about missing out on a discount.

We always send our sale and coupon announcements via email, and if you sign up you'll be notified right away if there is any special offer currently available.

You won't find any other deals by scouring the internet for coupon codes - so there's no need to waste your time doing that when you shop with us!

For USA customers, we will calculate and collect any sales taxes due at checkout, and you'll be able to see exactly what you owe (if anything).

For international customers, we are not able to provide an estimate or an option to pre-pay taxes due. You are responsible for paying all taxes due to your country's government.

Please note that international shipping fees are non-refundable. If you refuse a package because you do not want to pay the tax bill, we will refund the order upon it's safe return to Ash & Rose, less your shipping fee (or actual cost, if the order shipped for free) and a 3% payment processing fee.


Yes! You can order a Digital Gift Card here. This will be delivered to you via email and you can forward the email to your recipient whenever you are ready to send it.

We also offer physical gift cards, by request! If you'd like to order a physical gift card and have it mailed to your recipient, please email info@ashandrose.com or use our contact form to get in touch. We'll send you an invoice to pay online, and shipping is always free on physical gift cards.

By default, we ship all orders with a packing slip that includes the name of the sender and recipient and a list of items in the shipment, but does not include any pricing or billing information.

If you wish to send your gift completely blind with no packing slip (such as a Secret Santa gift where you want to stay anonymous), just leave a comment in the "Order Note" box in your shopping cart, and we'll make it happen!

Want us to include a handwritten note? Just leave the message in the "Order Note" box in your shopping cart. We'll handwrite your note on an Ash & Rose notecard for free. If you choose to purchase one of our greeting cards, you may leave instructions to write your note on the card. Just be sure to explain what you want in your order notes and we'll make it happen!

Shipping

We're located in Framingham, MA, 01701. The vast majority of products are in-stock and ship from our location within one business day.

Certain jewelry, activewear, and footwear items are made-to-order or ship direct from the designer. This will always be noted in the item description, along with expected time to ship.


We ship anywhere in the United States, including APO/FPO and PO boxes.

We ship internationally to any location serviced by USPS or UPS. This includes most of Canada, Europe, Australia and more.

We ship almost all orders via USPS, but will occasionally substitute other delivery services such as UPS or FedEx based on current rates and service levels.

We are unable to accommodate requests to use a specific delivery service for your order.

We will ship most orders by the next business day after you place it. That means you should add one additional business day for processing to the shipping window you select.

If an item is not available for next-day shipment (such as custom or made-to-order items) this will be noted in the product description.

For domestic orders you may select from the following options at checkout: Standard Shipping (up to 5 business days but usually faster), 3-Day Shipping (up to 3 business days), and 1-Day Shipping (arrives next business day or Saturday after shipment).

We offer one shipping option for international orders and do not offer any expedited international shipping services. Most international orders will arrive within 2 weeks.

WE DO NOT GUARANTEE DELIVERY WINDOWS FOR DOMESTIC OR INTERNATIONAL ORDERS. We'll make sure your order ships on-time from our end, but we cannot prevent any delivery service delays that may occur.


We're sorry to hear that your order has gone missing - we know this is very frustrating!

The first step is to check the tracking info for your order, which you can access via your shipment confirmation email. If you can't find this email, please reach out to info@ashandrose.com or via our Contact Form.

If your order status is "Delivered" in the tracking info, but you can't find your package, please follow these steps: 1) Allow another 24 hours for the package to turn up. Sometimes orders get scanned as "delivered" before they are physically dropped off. 2) If you can't find the package after 24 hours, please check thoroughly with neighbors and family members (it's amazing how often this solves the problem) as well as building mailrooms, etc. 3) The next step is to contact your LOCAL post office - they are truly the best resource for locating missing packages at the local level. 4) If your local post office can't locate the package after 10 days, please reach out to us at info@ashandrose.com or via our Contact Form. Please note that we're unable to take action such as filing a missing package claim with USPS prior to the 10-day window.
If there are no tracking updates on your order, please follow these steps: 1) Wait 10 business days to see if tracking has updated. We realize this is a long time to wait, but this is the minimum required time before USPS will accept missing item claims, and most packages DO resurface within this window of time. 2) Contact you LOCAL post office (not the national USPS phone line), especially if tracking shows that your package has made some progress but is currently stalled. 3) Reach out to us at info@ashandrose.com or via our Contact Form. Please note that we're unable to take action such as filing a missing package claim with USPS prior to the 10-day window elapsing.
International orders can occasionally get stuck in customs processing, and in rare cases may take 30-60 days to be released from customs. Unfortunately there is very little that we can do to speed up this process. Please wait 3 weeks for your order to make it through customs, and if there is no progress after three weeks please reach out and we'll do everything we can to speed things along.
Unfortunately, significant mail delays beyond our control can happen, especially around major holidays. WE ARE NOT ABLE TO GUARANTEE DELIVERY TIMES. In almost all cases, orders that are experiencing delays DO eventually show up. Please follow the instructions outlined above, and we'll do everything we can to locate your order, or take appropriate action if it is lost.
If you've made an error in entering the delivery address, please contact us and we'll do our best to help get your order to the correct place. You are responsible for any additional costs associated with re-shipment to the correct address.









To make a change to your order, please email info@ashandrose.com as soon as possible. We cannot guarantee we'll read your message before we ship your order, and once it's shipped we can't make any changes and the order will be subject to our standard return policy (below).

If you'd like to cancel your order, please email info@ashandrose.com to make the request. We charge a 3% cancellation fee to cover our actual cost of payment processing. Once we have shipped your order, it is not eligible for cancellation, and we cannot guarantee that your request will be received prior to shipment.

Returns & Exchanges

Returning your order is easy, and exchanges are free for USA customers! Print your own shipping label from our Returns Portal.

You may return any item that is not clearly marked "Final Sale" within 30 days of purchase for money back, or 90 days for store credit or exchange. Please read on for instructions in the USA vs. international.

We are a very small, low inventory company, and returned items will be sold again after you send them back. Returned items must be unworn, unwashed, with original tags attached as you received them. Items showing signs of wear will be donated and no refunds or credits will be granted.

If you've received an incorrect or damaged item, please contact us as soon as possible at info@ashandrose.com so that we can make it right!

For orders shipped in the United States:

We have three options available to you via our Returns Portal:

1. Return for a store credit and receive a FREE pre-paid return shipping label. We'll send you a gift card for use towards a future purchase that will never expire.

2. Request an exchange for another in-stock item and receive a FREE pre-paid return shipping label. If possible, we'll reserve your exchange items and ship out once we've received your return. We'll send a bill for any balance due, or a store credit for any excess after your exchange.

3. Request a refund to your original form of payment, and we'll generate a pre-paid return shipping label. When we process your return we'll deduct our flat $7.99 return fee (if our label is used) or $2.99 (if you ship the package yourself). The return fee partially subsidizes our shipping and credit card processing expenses and it does not cover our full cost.

If you do not wish to print your return label within our Returns Portal, you may use a carrier of your choice to ship your return. If you choose to handle your own shipment, please include:

Your original packing slip OR a note with your name and order number OR a note with your name and email address associated with the order

We are not responsible for returns that are lost or damaged in transit using your own carrier, and we encourage you to purchase insurance on high value returns. Send your return parcel to:

Ash & Rose
305 Prospect St
Framingham, MA 01701

You may return any item that is not clearly marked "Final Sale" within 30 days of purchase for money back, or 90 days for store credit or exchange.

We are a very small, low inventory company, and returned items will be sold again after you send them back. Returned items must be unworn, unwashed, with original tags attached as you received them. Items showing signs of wear will be donated and no refunds or credits will be granted.

If you've received an incorrect or damaged item, please contact us as soon as possible at info@ashandrose.com so that we can make it right!

For all international orders:

Please use our Returns Portal to start the return process and gain approval for your return. We are not able to provide a pre-paid return shipping label for any international orders at this time. You are responsible for selecting the best return shipping option available to you, and sending your package back within our 90-day return window.

We are not responsible for returns that are lost or damaged in transit, and we encourage you to purchase insurance on high value returns. Send your return parcel to:

Ash & Rose
305 Prospect St
Framingham, MA 01701

Please include:

Your original packing slip OR a note with your name and order number OR a note with your name and email address associated with the order.

We do not handle any logistical concerns such as seeking a refund for customs duties or local taxes. We are unable to offer support in seeking reimbursement for these types of expenses which you'll need to handle directly with your local government or postal system.

International orders returned for a money-back refund will be assessed a $2.99 restocking fee. This fee is waived if you choose to return for a store credit or exchange.

We are unable to offer free exchange shipping on international orders. We'll bill you for the additional shipping expense.

When you choose to return for an exchange or store credit, we'll extend our return window from 30 to 90 days and pay for your return shipping and processing. We'll also ship exchange items for free!

To request an exchange or store credit, simply visit our Returns Portal and follow the prompts.

We are not able to guarantee availability on exchange items that you request. If we can't complete your exchange as requested, we'll contact you right away to find a solution.

To track the status or your return package in transit, we recommend using one of our pre-paid return shipping labels or choosing a service on your own that provides tracking.

Once we receive your package back at our facility, please allow up to five business days for processing your refund, store credit, or exchange (we're usually much faster).

Connecting with us

For shopping and order-related questions, please reach out to info@ashandrose.com or connect via our Contact Form.

We're a really tiny business and we're unable to offer phone or live chat support. Please rest assured a real human will respond to your email message within one business day!

Members of the press, please send your inquiry to mary@ashandrose.com.

We love collaborating with bloggers and website owners who focus on fashion, lifestyle, creativity, motherhood, feminism, and sustainability. We generally do not collaborate with influencers on a social-media-only basis and prefer to work with those who have an active website or blog. We receive way more inquiries than we're able to respond to, but we do read everything that's submitted.

To connect with us, email info@ashandrose.com and we'll respond if we're interested in collaborating.

If you'd like to share our brand or products on your own terms and earn a cash commission for your referrals, you can sign up for our Affiliate Program via ShareASale. We'd love to have you on board!

Ash & Rose carries ethical and sustainable brands that are committed to our "More Beauty, Less Waste" mindset. This includes brands that are Made in USA, Fair Trade certified, and/or eco-friendly.

Please send your pitch and linesheets to info@ashandrose.com for consideration. We aren't able to respond to everyone but we'll reach out if and when we want more information.

If you're a new brand just starting out, we highly recommend you read our blog post on How to Pitch Your Brand to Ash & Rose.

Ash & Rose Boutique

Our Boston brick-and-mortar store location is closed for now due to severe flood damage. We're searching for a new location to open post-pandemic.

In the meantime, we're open for online shopping 24/7!

Our Values

Ash & Rose creates and curates extraordinary ethical and sustainable designs, so that you can experience more beauty with less waste.

As a baseline rule, every product sold at Ash & Rose is made without sweatshop or child labor, and meets at least two of our Impact criteria for brand ethics and sustainability.

Within these parameters, we're always looking for accessibly priced goods that deliver amazing value. We look for amazing quality goods without the luxury pricetag.

Beyond that...when we're hunting for new designers and brands, we have to fall in love!

Our customers are creative, dynamic women who inspire everything we do. Each piece we bring into the shop needs to be aesthetically beautiful, a little bit unusual, and designed to work with your active daily life.

Fashion is among the top five most heavily polluting industries in the world, and mainstream fashion brands are known for exploiting both the environment and the people who work in their factories.

We label a product "ethical" and "sustainable" when the manufacturer is actively working to reduce the environmental footprint of production, and improve the livelihoods of every person along the supply chain, whether it's farmers growing cotton or sewers on a factory floor.

There are many things a brand or designer can do to be more ethical and sustainable. These include using recycled or organic materials, reducing the use of toxic chemicals and dyes, manufacturing locally, or following fair trade principles.

None of our suppliers are perfect, but all are making an effort to do the right thing for people and the planet. To see a full list of the ways our brands are working towards ethical business practices and sustainability, visit our Impact Page.

Ash & Rose is both a boutique and a brand. We make our own "Ash & Rose Collection" products locally here in the Boston area. We also sell goods from other brands from all over the world!

Check individual products to find out more about where and how they are made. You can also use our "Shop by Impact" filter to show only products that are made in the USA, or made in Massachusetts.

Ash & Rose carries products from many different designers and brands, many of whom carry certifications from organization such as the Fair Trade Federation or Global Organic Textile Standard.

Because we represent so many different brands with so many unique processes, we don't carry any overarching certifications for our whole shop. For example, products made in the USA can't be certified fair trade, and recycled products can't be certified organic.

We have a long list of impact criteria and every product in our shop meets at least two. Click here to learn more about our criteria.

Visit individual product pages to learn more about the designer or brand behind that item, and what certifications that product holds.

This really is one of the most "frequently asked questions" so we want to be sure we address it.

Paying a living wage and taking extra steps to protect the environment is more expensive than exploiting human and natural resources. The fact is that you will always be able to find cheaper goods that are made with less quality and integrity elsewhere.

We're working hard to source products that are more accessibly priced, like fair trade tees starting at $18, and our price point is deliberately lower than a lot of sustainable boutiques out there.

If you can't afford to buy from ethical and sustainable shops like Ash & Rose, you can still take action! Here are a few quick steps:

1. Buy less. Make a game plan before you shop and try to purchase fewer, higher quality items that will last longer. Choose clothes that match your taste and style, and don't worry about what's trending every moment. Consider renting instead of buying formalwear for special occasions.

2. Learn to care for and mend clothing. You can make your wardrobe last so much longer with gentle laundering practices and basic repair skills. We'll be posting more on this topic in our blog so keep an eye out...

3. Embrace the power of thrifting and swapping. It's entirely possible to build a beautiful, high quality wardrobe that's cheap or even free! Engage friends who wear a similar size, or look to resources like "Buy Nothing" groups on Facebook.

4. Shop the sale section. If you're having sticker shock when shopping sustainable labels, make sure you take a hard look at what's on sale and sign up for email alerts to be the first to know about upcoming sales and markdowns.

We're trying to do our part by empowering our customers with information and inspiration to choose ethical and sustainable products. Regardless of your budget, we hope you'll join the movement!