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FAQ

 

Orders

How do I place an order?

Ordering at Theo&Ash is easy. Click on the product you wish to purchase and add it to your shopping bag. You can continue shopping for more products or choose to check-out. On the check-out page, enter your shipping address and choose your favoured method of payment. You will now be redirected to the payment gateway, where you can make your payment and you’re home. If you need any assistance, please write to orders@theoandash.com and we will help you through the process.

How will I know if my order is placed successfully?

Once your Order is successfully placed, you will receive a confirmation over email from Theo&Ash. This mail will have all the details related to your order. Order details can also be viewed at My Account -> My Orders

How will my order be delivered to me?
Your order will be delivered to you through reputed courier companies at your doorstep.
Can I place an order over the phone?
Yes, you can place an order over the phone. Call us at 044-26742300 between 10 a.m and 5 p.m and we can help you with process.
Can I place an order over E-mail?
Yes, we accept orders placed on email.
Place an order by writing to orders@theoandash.com with the style name , product code, colour, size and quantity of the product you wish to purchase. On confirmation of your order, you will be required to deposit a payment in our bank account, the details of which you will receive in our confirmation email. Your order will be shipped immediately after we have been notified of your payment by our bank.
I tried placing my order using my credit/debit card but it isn’t working. Can you help me place an order?
Yes. If your debit/credit card isn't working, we urge you to try purchasing the product using another card or net banking. However, if the problem persists, please e-mail us at orders@theoandash.com. We will help you place your order over email.
I tried placing my order using my debit card/ credit card/ net banking but the order was not successful. What happens to the money deducted from the card?
Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details.
If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:
  • Net Banking 2-4 business days
  • Debit Card 5-7 business days
  • Credit Card 7-21 business days
How do I check the status of my order?
Theo&Ash keeps you updated about your order at every step - Order Placement, Shipment and Delivery. Please check your spam for the status of your order, if you do not see any updates in your inbox. If you do not receive any updates on your order you can contact us at sales@theoandash.com .
Can I cancel my order?
Yes, you can cancel your order within 12 hours of having placed the order. To cancel an order please send an email to sales@theoandash.com with the order number clearly stated in the subject.
What happens when I cancel my order?
  • If a request for cancellation is made within 12 hours of having placed the order, an email will be sent stating that your request for cancellation has been accepted and refund will be initiated
  • If a request for cancellation is made after 12 hours of having placed the order, an email will be sent stating that your request for cancellation cannot be accepted and we will proceed to ship your order as per the regular process
I got a confirmation call for my order. Why is that?
You receive a confirmation call for your order to verify that there isn't any change with your order.
Can I place a bulk order of Theo&Ash products?
Any order of more than 5 products is classified as a bulk order. In order to place a bulk order please drop a mail to orders@theoandash.com with your requirements and the sales team will get back to you at the earliest.
I am placing an order as a gift to my loved one. Will he/she receive the price tags and invoice?
Yes. Prevalent regulations deem it necessary that we send the invoice along with the product being shipped. Price tags are placed so that the product can be returned if your loved one wishes to exchange or return the product.
Can I add a product to my order after I have placed my order?
No, you cannot modify your order once the order has been placed and paid for. Please place a separate order for the product you wish to purchase.

Payments

What payment methods do you accept?
We accept payments via: i. Debit Cards ii. Credit Cards iii. Net Banking iv. Cash on Delivery v. Physical deposits
Is it safe to shop online using my Debit card/ Credit card?
All credit card, debit card and net banking transactions are processed over a secure encrypted connection. It is safe to shop on theoandash.com.
Do you offer the Cash on Delivery facility?
Yes, we offer cash on delivery facility. However, a few geographies are not eligible for cash on delivery orders. We will get in touch with you if we are not able to process your cash on delivery order.
Are there any hidden charges?
Shipping within India is free. There are absolutely no hidden charges. Any Octroi or sales tax is borne by Theo&Ash. You pay exactly what you see in your order summary.
What should I do if my payment fails?
In case of a payment failure, please retry ensuring:
  • Information entered on the payment gateway is accurate i.e. account details, password etc.
  • Your Internet connection is not disrupted in the process
If your account has been debited after a payment failure, it will be rolled back to your bank account within 7 business days. Please email us on customercare@theoandash.com for assistance with failed payments.
I see debit transactions from Theo&Ash in my bank statement but I have never shopped with Theo&Ash. What do I do?
  • If you see any charges on your credit/debit card for purchases made on www.theoandash.com, but you have never created an account or signed up, please check with your family members or business colleagues authorized to make purchases on your behalf.
  • If you're still unable to recognize the charge, please report the unauthorized purchase within 60 days of the transaction so that we can look into it.

Shipping

What is the Shipping Philosophy at Theo&Ash?
Theo&Ash promises to provide you the best-in-class shopping experience, every step of the way. We assure you that all due precautions are taken to ensure that your package reaches you intact. We take pride in delivering on time, every time. If you have shopped with us earlier, we are confident that you already vouch for us.
How long will my order take to arrive?
Expect your order to reach you between within 7 to 10 days after date of order. An estimated delivery time is displayed on the Order Summary page. On placing your order, you will receive an email containing a summary of the order and the estimated delivery time to your location. Under certain unforeseen circumstances, delivery may take longer due to bad weather, flight delays, political disruptions etc. In such cases, we will proactively reach out to you and ensure that you are informed about the status of your order. Please check your emails regularly for such updates.
Are there any shipping charges?
All Theo&Ash products are shipped free of charge to any location within India
If I order more than 1 product, will I receive my order in a single package?
Each product is packed separately. You may receive each package together or separately, depending upon the courier service provider. Each package will have a separate tracking code and can be tracked individually.
Can I expect delivery on all days of the week?
You can expect delivery of your order on business days. Business days are defined as all working days from Monday to Saturday, excluding national and state holidays.
Do you ship internationally?
Yes, we do ship internationally. For international shipping, please reach out to us through one of the below mentioned channels:
Email: sales@theoandash.com
Phone: +91 9841019054

Tracking

How do I track my order?
After the order has been shipped, an email containing the tracking number and name of the logistics provider is sent to you. Visit the website of the logistics provider and enter the tracking number for your shipment details. Below is the list of logistic providers:
JaVashttp://gojavas.com
Fedexhttp://www.fedex.com/in/
Aramexhttp://www.aramex.com
India Posthttp://www.indiapost.gov.in
Dotzothttp://www.dotzot.in
I should have received my order by now but I still haven’t. What should I do?
You can track your order on the courier service provider’s website. The tracking information (reference number and name of the Courier partner) will be provided to you in the shipment email. You can call the courier partner with your reference number for clarification. If you are not happy with the information, do send us a mail with the order number at sales@theoandash.com and we will be happy to help you.

Return Policy

What is the Return Policy at Theo&Ash
“Hassle Free Returns, Just for You” 

At Theo&Ash, the customer is king, always. If at all you are not 100% satisfied with your purchase, you can return your order and we will refund the entire amount paid. All you need to do is drop an email at sales@theoandash.com within a period of 15 days, from the date of delivery. We hate to see you go, but we will wait for the chance to spread the leather jacket love sometime soon. Please note that the entire refund amount will be given to you in the form of a Theo&Ash gift voucher valid for 6 months from date of return.
When you return your jacket, you must ensure that the merchandise is returned to us in an unused, unwashed, saleable condition with the tags intact and in the original packaging. This protects us from losses and helps us serve you better and longer. Custom-made leather jackets cannot be returned or exchanged. Return shipping cost is borne by the customer. Please note that certain conditions apply when offers are availed. 
Can I return part of my order?
In case of multiple items in an order, you may return a part of the order. The product must be returned to us in the original packaging in an unused, unwashed, saleable condition with the tags intact, along with the complimentary gift if any. However, if your purchase was made in the period of a special promotional offer, contests or any special scheme then special rules might apply for returns. Under such circumstances, please contact us at sales@theoandash.com.
The return process step by step
  • The customer initiates the return process by sending an email to sales@theoandash.com clearly mentioning the order number and stating the reason for return
  • Theo&Ash on verification sends the acceptance for the return
  • The customer is asked to ship the product through a reputed courier service
  • The customer must ship the product for return within 72 hours from the receipt of acceptance from Theo&Ash and send us a scanned copy or a photograph of the courier airway bill
  • The returned product is subject to inspection by the quality control team. Once the goods pass a basic inspection, they are formally accepted as a returned product and the gift voucher is sent through email
  • The entire process will take 7-10 business days from the date of receipt of the returned product from the customer
  • If the returned product does not pass the quality inspection of Theo&Ash, the customer is informed of the same and the goods are shipped back to the customer.
  • In case of any dispute the customer may write to customercare@theoandash.com and we will resolve this issue amicably.How will I receive my refund?
A gift voucher of the same purchase value as the product returned will be emailed to the customer
How do I return a product?
You can return a product; hassle free, in a few simple steps:
  • Place your item in its original packaging along with the original invoice, price tags and complimentary items
  • Ensure that you seal the package securely and safely, so that the product does not get damaged in transit
  • Mention your Name, Order Number, and Mobile Number, on the top of the box
  • Send the package to our warehouse located at: No 4, Vasantha Garden Street, Ayanavaram, Chennai 600023
  • Scanned copy / clear photograph of courier slip needs to be emailed to us within 10 days of opening the return request
Where do I return my product to?
Products are to be returned to the following address:
No 4, Vasantha Garden Street, Ayanavaram, Chennai 600023
I was supposed to receive my refund by now but I haven’t. What do I do?
We update our customers through emails at every step of the returns process. Please check for the last update from us in your email. If the last update states that the refund has already been initiated please wait for the refund process to complete. If you haven't received any update from us please write to us at sales@theoandash.com and we will ensure that your money is returned to you at the earliest.

Exchange Policy

What is the Exchange Policy at Theo&Ash?

15 day Hassle Free Exchanges

At Theo&Ash, the customer is king, always. We strive to give you a great customer experience each time you shop with us. If at all you are not 100% satisfied with your purchase, you can exchange your order. All you need to do is drop an email at sales@theoandash.comwithin a period of 15 days, from the date of delivery. Theo&Ash loves happy customers.

However, you must ensure that the merchandise is returned to us in an unused, unwashed, saleable condition with the tags intact and in the original packaging. This protects us from losses and helps us serve you better and longer. In all cases except for manufacturing defect in the product, shipment cost to the Theo&Ash warehouse is borne by the customer. Custom-made products cannot be returned or exchanged. Please note that certain conditions apply when offers are availed.What items can I buy in exchange?You can exchange your purchased product for a new one of either the same value or higher value than the purchased product.

In case you choose to exchange your purchased product for a product of higher value, you can pay the differential amount by depositing the extra amount in our bank account, the details of which will be sent to you by e-mail.The Exchange Process step by step
  • The customer initiates the exchange process by e-mailing us at sales@theoandash.com. In the mail the customer must clearly mention the order number and state the reason for exchange and also indicate what new product(s) he/she would like to get in exchange
  • Theo&Ash sends the acceptance for the exchange
  • The customer is asked to ship the product through a reputed courier service
  • The customer must ship the product for exchange within 72 hours from the receipt of acceptance from Theo&Ash and send us a scanned copy or a photograph of the courier airway bill
  • The product sent for exchange is subject to inspection by the quality control team. Once the goods pass a basic inspection, they are formally accepted as valid for exchange and the customer is requested to confirm the address, where the new product must be delivered to
  • If the new product(s) is of a value greater than that of the exchanged product, the customer is requested to deposit the balance amount in our bank account. Details of the bank account will be sent to the customer once the inspection is completed
  • The entire process will take 7-10 business days from the date of receipt of the product sent for exchange from the customer
  • If the returned product does not pass the quality inspection of Theo&Ash, the customer is informed of the same and the goods are shipped back to the customer.
In case of any dispute the customer may write into customercare@theoandash.com and we will resolve this issue amicably.How soon can I expect the exchanged product?The product will be dispatched as soon as the returned item(s) has passed the inspection by our quality control department. Generally your chosen product is dispatched within 7 business days of the receipt of the product to be exchanged. In case of any unexpected delay, we will keep you informed by email.Can I buy multiple items in exchange for a single product?Yes. You can buy multiple products in exchange. 
In case your new order is of higher value than the exchanged product, you will be required to deposit the difference amount in our bank account, the details of which will be sent to you by e mail.Can I cancel the exchange?If you wish to cancel your exchange order, get in touch with us through sales@theoandash.com as soon as possible with your order number. As long as your order has not been dispatched we can cancel it and refund your amount as per our returns policy.Is exchange possible if my delivery and return addresses are different?Yes this is possible. Please send an email to sales@theoandash.com clearly mentioning that the delivery and return addresses are different, along with the address that the required product needs to be shipped to.

Miscellaneous

The item I bought is now available at a lower price. What do I do?
Unfortunately there is not much that can be done now. Please subscribe to our newsletter and 'like' us on Facebook to know about the latest styles and all the current deals. Here’s a link to our facebook page: https://www.facebook.com/TheoAndAsh
Can I place a bulk order of Theo&Ash products?
Any order of more than 5 products is classified as a bulk order. In order to place a bulk order please drop a mail to sales@theoandash.com with your requirements and the sales team will get back to you at the earliest.
What are the steps involved in manufacturing a Theo&Ash leather garment?

Several steps go into manufacturing a leather garment. It starts with the assortment of raw hide by our team of expert assorters who pick only the best quality hide. These raw hides are then tanned at our tannery to obtain the finished leather. The finished leather is shipped to the crafting unit where the skin is hand cut by highly trained cutters. Cut bundles are then passed on to expert tailors. The entire garment is hand crafted by a single craftsman, including the placement of trims and accessories. The finished garment then goes through 3 stages of stringent quality control before it is deemed fit to be shipped.

What is faux leather or synthetic leather?

Faux leather is artificial leather made from poly-urethane, that merely looks like genuine leather. Although marginally less expensive than genuine leather, faux leather is weaker, prone to tearing and fades away easily. Faux leather products do not present the look, feel or the sophistication of a genuine leather product. An investment in genuine leather is an investment for life.

How does Theo&Ash manage to keep leather jackets affordable?

The entire process at Theo&Ash is backward integrated. From the sourcing to shipment, the product does not change hands. There is no middle man. Our direct to customer model and well established back end helps keep prices low.

Why should I buy a Theo&Ash product?

Theo&Ash delivers leather products of the highest quality at affordable prices. The high standards that we set are unmatched. Months of research, numerous test fits and stringent quality control go into the manufacture of each Theo&Ash leather jacket. The backward integration of all processes helps us deliver highly standardized products in quickest possible time.

What is the difference between a Theo&Ash product and the rest?

You pay for genuine leather, expert craftsmanship and a quality garment from Theo&Ash. Established processes and extensive research help us deliver the best product money can buy. Products available at cheaper prices may just be well disguised faux leather or export rejects. Theo&Ash is confident that you will be happy with your purchase from us.

How does one maintain a leather jacket?

Please refer to our leather care page.

What is the Return Policy at Theo&Ash“Hassle Free Returns, Just for You” 

At Theo&Ash, the customer is king, always. If at all you are not 100% satisfied with your purchase, you can return your order and we will refund the entire amount paid. All you need to do is drop an email at sales@theoandash.com within a period of 15 days, from the date of delivery. We hate to see you go, but we will wait for the chance to spread the leather jacket love sometime soon. Please note that the entire refund amount will be given to you in the form of a Theo&Ash gift voucher valid for 6 months from date of return. 

When you return your jacket, you must ensure that the merchandise is returned to us in an unused, unwashed, saleable condition with the tags intact and in the original packaging. This protects us from losses and helps us serve you better and longer. Custom-made leather jackets cannot be returned or exchanged. Return shipping cost is borne by the customer. Please note that certain conditions apply when offers are availed. Can I return part of my order?In case of multiple items in an order, you may return a part of the order. The product must be returned to us in the original packaging in an unused, unwashed, saleable condition with the tags intact, along with the complimentary gift if any. However, if your purchase was made in the period of a special promotional offer, contests or any special scheme then special rules might apply for returns. Under such circumstances, please contact us at sales@theoandash.com.The return process step by step

  • The customer initiates the return process by sending an email to sales@theoandash.com clearly mentioning the order number and stating the reason for return
  • Theo&Ash on verification sends the acceptance for the return
  • The customer is asked to ship the product through a reputed courier service
  • The customer must ship the product for return within 72 hours from the receipt of acceptance from Theo&Ash and send us a scanned copy or a photograph of the courier airway bill
  • The returned product is subject to inspection by the quality control team. Once the goods pass a basic inspection, they are formally accepted as a returned product and the gift voucher is sent through email
  • The entire process will take 7-10 business days from the date of receipt of the returned product from the customer
  • If the returned product does not pass the quality inspection of Theo&Ash, the customer is informed of the same and the goods are shipped back to the customer.
  • In case of any dispute the customer may write to customercare@theoandash.com and we will resolve this issue amicably.

How will I receive my refund?A gift voucher of the same purchase value as the product returned will be emailed to the customerHow do I return a product?You can return a product; hassle free, in a few simple steps:

  • Place your item in its original packaging along with the original invoice, price tags and complimentary items
  • Ensure that you seal the package securely and safely, so that the product does not get damaged in transit
  • Mention your Name, Order Number, and Mobile Number, on the top of the box
  • Send the package to our warehouse located at: No 4, Vasantha Garden Street, Ayanavaram, Chennai 600023
  • Scanned copy / clear photograph of courier slip needs to be emailed to us within 10 days of opening the return request

Where do I return my product to?Products are to be returned to the following address: 
No 4, Vasantha Garden Street, Ayanavaram, Chennai 600023I was supposed to receive my refund by now but I haven’t. What do I do?We update our customers through emails at every step of the returns process. Please check for the last update from us in your email. If the last update states that the refund has already been initiated please wait for the refund process to complete. If you haven't received any update from us please write to us at sales@theoandash.com and we will ensure that your money is returned to you at the earliest.