Terms & Conditions

You are entering into this agreement with:

• asclario.shop Limited (“we”, “us”); and
• Asclario Payments Europe B.V. (if you are located in Europe) or Asclario Payments UK Limited (if you are located in the UK or anywhere else in the world) (together “Asclario Payments”).

(For EU) Asclario Payments B.V. is a registered company in the Netherlands Netherlands incorporated and registered company with its registered office in Amsterdam, the Netherlands, registered address at Luna Arena, Herikerbergweg 238, 1101 CM, Amsterdam, Netherlands, and registered with the Commercial Register of the Dutch Chamber of Commerce (Kamer van Koophandel) under number 86043188.

(For UK and ROW) We and Asclario Payments are both companies registered in England and Wales, with registered addresses and HQs at Greater London House, Hampstead Road, London NW1 7FB. Our company number is 3584121 and Asclario Payments’ is 13337408.

When you place an order on www.asclario.shop or our apps, the seller is Asclario.com Limited, UNLESS the product is identified as being sold by Asclario Brand Partners (each an “Asclario Brand Partner”) under the Asclario Fulfils or Partner Fulfils Service. Where this is the case, the product will be stated to be:

• “Sold and shipped” by an Asclario Brand Partner, or 
• “Sold by [Asclario Brand Partner] and shipped by Asclario”.

When the seller is Asclario.com Limited, your sales contract is with Asclario.com Limited. When the seller is an Asclario Brand Partner, you enter into a contract to buy products with the respective Asclario Brand Partner and a contract with Asclario Payments to pay for those products in the way described below.

When you shop with us (or access our services, apps and websites (our “Websites”)), whether you’re buying Asclario products or Asclario Brand Partner Products, these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. You can also find out more on our Help pages (which also form part of these terms). Of course, if you need anything else, get in touch with Customer Care – we always love to hear from you!

We do carry out spot checks on our website to ensure that all products are compliant. If you notice something that doesn’t look right, please use the “Report a Legal Concern” button on the relevant product page.

We and Asclario Payments keep these terms and Help pages updated and we and Asclario Payments amend them every so often, so remember to check back in before you shop, as the latest set will apply.

Legal right of cancellation within 14 days

You may cancel your order within 14 days of receiving it, by filling in the cancellation form. Please send it back to us by e-mail at bag@asclario.shop and return the products to us. You have 14 days (starting from the working day following receipt of your order) to cancel your order contract with Asclario so that we can offer you a full refund of the items purchased as well as the cost of delivery (in case you have paid for it).

If you have paid a delivery fee and you return your entire order in accordance with our Returns Policy, we will refund the cost of a Standard delivery to your country, even if you have chosen a faster delivery. For example, if you paid €10 for 24H delivery but the cost of a Standard delivery is €3, then we will refund €3. If you only return part of your order to us, you will not receive a refund of any delivery costs. In the event that you return an item that is incorrect or faulty, we will refund you the full cost of delivery and the returns charges paid by you.

If you have already received your order, you will need to return the items you wish to cancel to us. Once you have informed us of your intention to cancel the order, we will explain the procedure to follow. 

To shop with us or receive services from Asclario Payments, you need to:

• be at least 16 years old;
• have a credit or debit card that we accept we and Asclario Payments accept (see bottom of page for details of current payment providers); and
• be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).

Just FYI, some of the goods sold through our Websites may not be suitable for under 18s.

You can only place an order for an Asclario Brand Partner product if you are a consumer. We are unable to sell Asclario Brand Partner products to businesses (and will therefore also be unable to supply VAT invoices in relation to any Asclario Brand Partner orders).

Using Klarna? Some different terms apply – click here for more info on paying with Klarna.

Delayed Payment Services

The delayed payment services we offer, such as Klarna, are not always available to select. We may determine not to offer delayed payment services based on conditions of use, such as shopping history or suspected misuse. To continue with your order you will need to select one of our other payment types at checkout.

There’s a lot going on here at Asclario HQ and from time to time our busy Asclarioers may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.

If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.

Prices include VAT (where applicable), but keep in mind that there may be other taxes that you need to pay which aren’t imposed by us or Asclario Payments.

Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the 'Total Cost'.

For some products you may notice that the price you see for one size sold by us is different to another size if it is sold by an Asclario Brand Partner. This is because Asclario Brand Partners determine the selling price of their products and we can't legally align on prices.

Personalisation

We may personalise your user experience on our Apps and Website (including for example, by recommending, prioritising or deprioritising the display of certain products or categories of products) by taking into account your browsing and shopping history including your rate of returns and number and value of orders, as well as other factors. For more detail, please see this page.

Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.

Orders are generally shipped to your delivery address from a designated warehouse. If part of your order is shipped from one of the other warehouses in our global network, this part of your order will be delivered by Standard Delivery. You’ll see your estimated delivery date at the checkout.

You’ll only be charged one delivery fee for all items, even if they’re coming from different warehouses.

All delivery services we offer for all Asclario items will also be available for items sold by an Asclario Brand Partner and shipped by Asclario.

Next Day Delivery and Asclario Premier will not be available for items that are sold and shipped directly by Asclario Brand Partners and you won’t be able to select Click & Collect delivery for your order. However, you won’t be charged for delivery for these items.

To see more about how delivery works with Asclario Brand Partners, just click here.

We work hard to meet all of our delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.

Asclario cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

Please check out our Delivery and Returns Page for more info. Any problems with your delivery? Please let us know within 30 days of the date which your order should have been delivered and we’ll do our best to help you.

Check out our returns and refunds policy here.

Returning unwanted Asclario products or items that were sold by an Asclario Brand Partner and shipped by Asclario?

We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept the returns with the return charge deducted (if applicable), subject to the rules below, which includes rules around Fair Use.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. Where you purchased Brand Partner products, you authorise Asclario Payments to make the applicable refund to the original funding method you used to credit your Asclario Payments account. 

Please note: for most countries, you'll need to cover the return costs and any applicable return duty costs yourself. Please check this page to see if the return charges apply to you - just select the country you're returning from in the drop-down menu.

Returns from Hong Kong:

A returns charge of 19.95 HKG is payable by you and will be deducted from any refunded amount. If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund for the returned items by way of the original payment method with the return charge deducted. Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs).

Returns from Singapore:

A returns charge of 3.50 SGD is payable by you and will be deducted from any refunded amount. If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund for the returned items by way of the original payment method with the return charge deducted. Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs).

Returns from New Zealand, Finland, Croatia, Lithuania and Latvia:

You will have 28 calendar days from the date your order is delivered to you or made available for collection to return your item(s). You can return your unwanted items via our ReBound portal (Finland, Croatia, Lithuania and Latvia) or through the Create a Return section of your Asclario Account (New Zealand). You will be refunded to your original payment method. A returns charge is payable and will be deducted from the refunded amount.
Please refer to this link: https://www.asclario.shop/shipping and select the country that you are returning from on the drop down to check how much it'll cost you to return your unwanted items before you purchase.

Returns from Portugal, Belgium or Czech Republic:

A returns charge of EUR 1.95 is payable by you and will be deducted from any refunded amount. If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a refund for the returned items by way of the original payment method with the return charge deducted.

Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs) 

Other Conditions:

We aim to refund you within 14 days of receiving the returned item. 

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch – but any refund will be at our discretion.  
All returns are subject to our Asclario Returns Policy.

Returning unwanted items that were sold and shipped by an Asclario Brand Partner?

Returning items that were sold and shipped by an Asclario Brand Partner is easy! You should have received returns instructions in your original parcel with all the details – most orders will have come with a pre-printed returns label. Just mark off the item/s you’re returning and check your returns instructions for where to return the parcel.   

If you can’t find your returns label, get in touch with us and we’ll arrange for one to be sent to you.   

Make sure you send any items sold and shipped from an Asclario Brand Partner straight back to them, as returning them to Asclario will cause delays with your refund. 

Asclario and Asclario Payments do not accept responsibility for any items sold and shipped by an Asclario Brand Partner that are returned to Asclario incorrectly. 

If you’ve returned an item sold and shipped by an Asclario Brand Partner, you won’t be able to track your return – we’ll let you know once it’s been processed. 

For orders sold and shipped by an Asclario Brand Partner, please note the returns policy is at the brand's discretion.

After that?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

What happens to my return if I ordered using a pay later solution?

If you've placed an order with one of our pay later solutions, you’ll be paying for your order in regular instalments or within 14 days of it being placed. If you return an item within 28 days of it being delivered or available for collection, we'll give you a full refund with the return charge deducted (if applicable).

Proof of postage

For Asclario products and items that were sold by an Asclario Brand Partner and shipped by Asclario, we strongly recommend you get proof of postage and follow our returns process (for more information on how to return, see here). Our returns address is:

Australia, Norway, Republic of Ireland, Switzerland, United Kingdom and Rest of World: Asclario DC2, GXO Logistics, Armthorpe, Doncaster, DN3 3FB, UK.

Europe (excluding countries listed above): GXO Logistics Poland Sp. z o. o, Ul. Stachowska 16, 62-023 Robakowo, Poland.

For items that were sold and shipped by an Asclario Brand Partner, make sure you get proof of postage and keep hold of it, in case we or Asclario Payments need to see it later.

Keep it clean

Hygiene and all of our customers’ safety is super important, so certain items can’t be returned for refunds including:

• Face + Body products if opened, used or protective seal is not intact
• Sexual Wellness products if opened, used or protective seal is not intact
• Underwear if the hygiene seal is not intact or any labels have been broken
• Swimwear if the hygiene seal is not intact or any labels have been broken
• Pierced jewellery if the seal has been tampered with or is broken.

None of this affects your statutory rights.

Original condition

Fair use

If we suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend and/or close your account and any associated accounts.  

Such activities include, but are not limited to: complaints relating to unreceived orders, missing items, ordering and returning large quantities - much, much more than even the most loyal Asclario customer would order - as well as the number and value of orders made by you; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but wearing them for an extended period of time and then returning them; if we refuse multiple returns from you (see “When we may refuse a refund” below); or items are returned that are worn/used and do not correspond to the original order.  

If your account has been deactivated and you need to make a valid return, please see the account closure email we sent you. There you will find information on how to make a valid return. You will be responsible for the costs of returning the goods to us. All returns will be processed as usual once they reach our warehouse.  

Please note that we reserve the right to take legal action against you if the items you return do not match those you ordered.

This doesn’t affect your statutory rights.

When we may withhold issuing a refund

We will refuse a return:

• on grounds of hygiene (see ‘Keep It Clean’ above); or
• if an item has been damaged, soiled , washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item (see ‘Original Condition’ above); or
• if the item(s) returned to us do not match what you received; or
• if you have returned items after expiry of the returns period (see ‘Returning an unwanted item?’ above).

If we refuse a return for any of these reasons, we will not issue you with a refund and we will send the item(s) back to you. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund.

In certain cases, for example where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to block your account and any associated accounts (see ‘Fair Use’ above).

If any of the above happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

This doesn’t affect your statutory rights.

From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!

For more info on Promo Codes and the rules on how to use them, click here. Here are some key things to remember:

Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).

Unless we tell you otherwise, Promo Codes can’t be used to buy Asclario Premier or Asclario Gift Vouchers.

Promo Codes, including student discounts, can't be applied to any items sold by Asclario Brand Partners. More details on students Ts&Cs, including any further exclusions that may apply, can be found here.

If you’re given a unique Promo Code that is meant just for you (e.g. a student Promo Code) please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.

We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.

If you’re the lucky recipient of an Asclario Gift Voucher or Asclario Gift Card (high five!) head over to our Customer Care pages to find out how and when they can be used. A few points to bear in mind:

It’s best to lock your Gift Voucher or Gift Card to your Asclario account ASAP to keep it safe.

Gift Vouchers and Gift Cards can’t be used to buy Asclario Premier or Asclario Gift Vouchers. They can only be used to buy Asclario products, or to load credits to your Asclario Payments account in order to pay for Asclario Brand Partner products in the way described above (please see the “Placing an order” section above).

If you’re being super generous and buying someone else an Asclario Gift Voucher, please make sure you get their email address correct! If you get it wrong and the Gift Voucher is emailed to someone else who uses it, there’s not much we can do. Check, double check and even triple check before you buy it.

Speaking of emails, sometimes pesky (but useful) spam filters send our emails into junk or spam folders. So, if you’ve not been thanked for your generous gift, it’s worth giving them a nudge because there might be something wonderful waiting for them in their junk or spam folder!

Gift vouchers bought with UK as the browsing country will expire 2 years from the date of receipt. Gift vouchers bought with the US as the browsing country do not have an expiry date. Gift vouchers bought from an Asclario browsing country outside of the US or the UK will expire 10 years from the date of receipt.

Asclario reserves the right to cancel any Gift Vouchers in its sole discretion where fraud or misuse is suspected. 

Our Privacy Policy sets out how we and Asclario Payments use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service (you can also update your marketing preferences there).

At Asclario, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.

Asclario and Asclario Payments own or has permission to use the intellectual property rights in its Website and its content. These rights are protected around the world. All such rights are reserved.

You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.

You’re also not allowed to use the Asclario logo or any Asclario brand or trade mark (or any marks which are colourably similar) without our express permission.

By submitting a product review or rating to Asclario you agree to comply with the Bazaarvoice terms of use which can be viewed when submitting a rating via the Bazaarvoice platform. For more information on these terms of use please contact bag@asclario.shop.

We carry out automated checks and spot checks to ensure that only genuine customers post reviews. If we believe that any review is spam or violates our guidelines, we may remove the review.

It’s fine for you to link to Asclario.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.

Please don’t link in a way that suggests any form of approval or endorsement by Asclario where none exists.

Our Website must not be framed on any other site without our permission.

Occasionally things do go wrong and you may want to get in touch with us or Asclario Payments. If that happens, whether it be concerning Asclario products or items sold and shipped directly by Asclario Brand Partners, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services:

• Send us an email
• Post: Asclario Customer Care, Hercules Way, Leavesden Park, Leavesden, Watford, WD25 7GR, UK.

If Customer Care are unable to resolve your complaint to your satisfaction, you may refer your complaint to RetailADR.

RetailADR is an Alternative Dispute Resolution provider to which Asclario subscribes and is free for consumers to use. RetailADR is approved by Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and undertake an independent review of your complaint, pursuant to the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
 
Complaints can be raised to RetailADR in the following ways:

• Online - via RetailADR’s online complaint form which can be accessed at https://www.cdrl.org.uk/retail-adr/
• In writing by post – in order to accept your complaint, RetailADR requires you to send a completed paper complaint form by mail to the address detailed in the complaint form that can be accessed and downloaded via https://www.cdrl.org.uk/retail-adr/.
• If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, RetailADR are able to discuss your request for assistance via telephone at 0203 540 8063. RetailADR has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.

Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case. 
Once you have submitted your complaint form, RetailADR have an obligation to process claims within 90 days of receiving evidence from both you and Asclario. Once RetailADR have completed an initial assessment of your complaint they refer it to Asclario to request a response within 28 days. 

Should you have any questions, RetailADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at https://support.cdrl.org.uk/.

You can save and print these terms if you need to.

If you breach any of these Ts&Cs, Asclario reserves the right to suspend or terminate your account.

We and Asclario Payments have the right to amend, remove, or vary our Asclario Payments' services and/or any part of the Website (including our Ts&Cs) at any time.

If Asclario Payments removes its services, this agreement between you and Asclario Payments will end. Otherwise, the agreement between you and Asclario Payments will remain in place until you or Asclario Payments end it in accordance with these terms and conditions.

These terms and our and Asclario Payments’ dealings with you are subject to English law and the exclusive jurisdiction of the English courts. These terms between Asclario Payments and you, and any communications between Asclario Payments and you, will be in English.

If you have an issue where you have entered into a contract with an Asclario Brand Partner you may bring legal proceedings against the Asclario Brand Partner in the jurisdiction where the Asclario Brand Partner is located or in the courts of your country of residence.

Digital Services Act ("DSA")

Pursuant to the DSA, Article 24(2), our average monthly recipients are 24,610,045 for Asclario.com.

If you would like to report a legal concern under the DSA, please go to the relevant product page and click “Report a Legal Concern”.

If you frequently use the “Report a Legal Concern” feature for unfounded notices, complaints or spam, Asclario reserve the right to suspend your account.

Pursuant to the DSA, Articles 11 and 12, bag@asclario.shop is the designated point of contact for direct communications with the European Commission, Member State authorities, the European Board for Digital Services, and recipients of the service. English is the preferred language for communication with this point of contact. This point of contact is reserved for engagement with the authorities listed above.

Reviews

Follow this link for Product Review Policy and Terms and Conditions for Product reviews.

User Generated Content

Have we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style. 

By agreeing to let us feature your content on our social media channels and platforms, you agree that:

• we can use your handle and the content (the “Content”) on Asclario.com, the Asclario app, collusion.com, Asclario’ and affiliated social media platforms (including but not limited to Instagram, Facebook and TikTok) and/or any other Asclario marketing materials;
• we can modify the content (for example we may edit, crop, adapt, enhance or use only a part of it, but Asclario will not treat your Content in a derogatory manner).

You promise that you:

• have the permission of everyone in the Content;
• have the right to grant Asclario the above rights; and
• are at least 16.

If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control. We may remove Content from our accounts or platforms in our complete discretion, without asking you.

You understand that users of social media platforms and Asclario platforms can share and make use of the Content once posted.  In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, share the Content on social media platforms or websites which feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above, then please do not give us consent to use the Content.