Return Policy

Aspen Mae Collective

Return Policy

Last updated 7 August 2026

Your satisfaction matters to us. If something isn't right, you may request a return under the terms below — please read them before submitting a request.

Which policy applies to my order?

We fulfil our collection in two different ways, and the return process differs between them. Please check which category your item falls into before submitting a request.

Section A

Made-to-Order Pieces

Items from our custom design collection, printed and finished individually for you after you order. Marked made-to-order on the product page.

  • 14 days to tell us
  • Nothing to post back
  • No return postage, ever

Section B

General Collection

Items from our wider range, shipped from our international fulfilment partners. Not made to order.

  • 14 days to request
  • Return shipping varies by reason
  • Special option for sizing issues

If your order contained items from both categories, each item follows the policy for its own category. Items from both categories may also arrive in separate parcels, on different dates.

Not sure which you have? Email info@aspenmaecollective.com with your order number and we'll confirm.

Section A

Made-to-Order Pieces

These items are produced individually for you after your order is placed. Nothing is made in advance, and no two orders share stock. For that reason we handle them differently — and, in most respects, more generously.

A1 14-Day Guarantee

You have 14 days from delivery to tell us that something is not right — whether the fit is wrong, the item arrived faulty, or it simply isn't what you hoped for.

Email info@aspenmaecollective.com with your order number and let us know whether you'd prefer:

  • A replacement, in a different size if needed, produced and shipped free of charge
  • A full refund to your original payment method

Nothing needs to be returned

You will not be asked to ship made-to-order items back to us, and you will never pay return postage on them. Because each piece is produced for one person and cannot be resold, a return journey serves no purpose. Keep the original, pass it to a friend, or donate it.

A2 Replacement & Refund Timings

Replacements are produced within 1–3 business days and typically reach you 3–7 business days after approval.

Refunds are issued to your original payment method, usually within 5–10 business days of approval.

A3 Damaged, Faulty or Incorrect Items

Please email us within 14 days of delivery with your order number and clear photographs of the issue. Once reviewed, we will produce a replacement at no cost, or refund you in full if you'd prefer not to wait.

If you notice a manufacturing fault slightly after the 14-day window, please still contact us — we will do what we reasonably can.

A4 Colour & Print Variation

Printing is a chemical process, and minor variation in shade between production runs is normal and expected. Screens also render colour differently from one device to the next, so a garment may not match your monitor exactly.

Significant printing faults are covered under this policy. Subtle colour variation within normal tolerance is not considered a defect.

A5 Statutory Rights for Custom-Made Goods

Made-to-order items are produced to your specification and are, in most jurisdictions, exempt from statutory cooling-off and withdrawal rights that apply to ready-made goods.

The 14-day guarantee described above is offered voluntarily by Aspen Mae Collective and is more generous than we are legally obliged to provide. It does not limit any rights you hold in relation to goods that are faulty, misdescribed, or not as ordered.

Section B

General Collection

The following applies to items from our general collection, shipped from our international fulfilment partners and not made to order.

B1 Return Eligibility

Products may only be returned after they have been physically received by you. To qualify, items must meet the following conditions:

  • The item must be unused and unworn
  • The item must not be washed, damaged, altered, or stained
  • All original labels, tags, packaging and accessories must remain attached where applicable
  • Trying on an item is permitted; regular use or extended wear is not
  • Products must be returned in original condition, suitable for resale

Returns that do not meet these conditions may be refused.

B2 Return Window

Customers must submit a return request within 14 days of receiving the order. Requests submitted outside this period may not be accepted.

To initiate a return, contact info@aspenmaecollective.com.

B3 — Return Shipping: Three Scenarios

Scenario 1

Standard Return (You Changed Your Mind)

If you ordered the wrong size or colour and wish to return an eligible item:

  • Return shipping cost: You pay
  • Refund timeline: 14 days after we receive and inspect the item
  • Condition: Must be unworn with all tags and packaging intact

We strongly recommend Track & Trace and insured shipping. Aspen Mae is not responsible for returns lost in transit without tracking confirmation.

Scenario 2

Damaged or Faulty Product

If the item arrived damaged, faulty, or with a printing/manufacturing defect:

  • Return shipping cost: We cover it
  • What happens: Free replacement shipped to you immediately
  • Documentation: Email us within 14 days with clear photos of the damage

No need to wait for postage reimbursement — we'll send your replacement straight away.

Scenario 3

Our Mistake (Wrong Size Packed)

If we packed the wrong size or item:

  • Return shipping cost: We cover it
  • What happens: Free replacement of the correct size shipped to you immediately
  • Documentation: Email us within 14 days with your order number

This is our error, so we handle all costs.

Special Option: Keep It & Buy at Supplier Cost

If you ordered the wrong size (customer error, not our mistake), you have a choice:

Option A: Return it and get a refund (you pay return shipping).

Option B: Keep the item free and purchase a replacement at supplier cost — significantly discounted below retail. Much faster than returning to China and reordering, and saves everyone time and money.

Email us to discuss which option works for you.

B4 Return Procedure (Standard Returns)

Step 1

Submit your return request

Email info@aspenmaecollective.com within 14 days after delivery, including:

  • Order number
  • Product(s) being returned
  • Reason for return
  • Photos, if applicable (e.g., damage or defect)

Step 2

Get return instructions & assessment

We'll assess whether the return is standard (you pay shipping), covered (we pay), or eligible for the supplier-cost option. You'll receive the return address and next steps.

Do not send items without approval first — this may delay or invalidate your return.

Step 3

Ship the product

For standard returns, you arrange shipping to the address provided. Use Track & Trace and consider insurance.

For covered returns (damage/our mistake), follow the replacement instructions we provide.

Step 4

Receive your refund

Once we receive and inspect your return, refunds are issued to your original payment method within 14 days.

B5 Non-Returnable Situations

Returns may be refused in situations including but not limited to:

  • Used or worn products
  • Damage caused by customer handling
  • Missing tags or original packaging
  • Items returned outside the 14-day window
  • Products returned without prior approval
  • Items ordered in excessive quantities solely for selection purposes with intent to return most items

Section C

Applies to All Orders

C1 Delivery & Address Responsibility

Customers are responsible for entering accurate shipping information during checkout.

  • We are not responsible for orders delivered successfully to the address entered by you
  • Incorrect address submissions remain your responsibility
  • Address corrections must be reported within 24 hours of placing the order
  • Once an order enters production, processing or shipping, address changes may no longer be possible

Made-to-order items enter production quickly, so address changes on those pieces must reach us as early as possible.

C2 Lost Packages

If tracking confirms successful delivery to the address provided at checkout, Aspen Mae Collective cannot accept responsibility for missing packages after delivery. We encourage you to:

  • Verify the delivery location
  • Check with neighbours or household members
  • Contact the shipping carrier directly

If tracking does not show delivery and your parcel appears lost in transit, contact us within 30 days of the estimated delivery date and we will arrange a replacement or refund.

C3 Orders Returned to Sender

Parcels may be returned to sender if the delivery address is incomplete, if delivery is refused, or if the parcel goes unclaimed at a collection point.

In these cases the original item cannot be recovered or resold. We will contact you to arrange a reshipment, for which shipping charges may apply.

Get in touch

We're here to help

For return questions, refund requests, or any support regarding your order, contact our customer service team. We reply within one business day, Monday to Friday.

Aspen Mae Collective
Lange van Ruusbroecstraat 135
2018 Antwerp, Belgium
info@aspenmaecollective.com