Claims and Returns

Please note all claims and returns must be processed with in writing by email or post. Please do not ask Customer Services to process any claims or returns over the telephone.

Claims, Shortages and Damages

Damages: Whilst every effort is made to ensure you receive your goods in perfect condition, in a small number of cases damages can occur during transit. Any signs of damage MUST be noted whilst the driver is present, and you must inform us and sign for the goods as 'damaged' straightaway. We cannot process claims where it has been signed for without comment or as 'unchecked'. For pallets, if there is significant damage to the goods you can refuse delivery, but please contact us first. For both cases please ensure to take photgraphic evidence.

Shortages: All deliveries are accompanied by an invoice (unless you are a dropshipping customer and have specifically requested no invoice with goods). Please check deliveries to this invoice and not your original web order as occasionally some items may sell out or be discontinued between the time of you placing your order and it being dispatched. If goods appear on your original order but not on the invoice received with the goods then they are out of stock and will have to be re-ordered at a later date when they are available. We apologise for any inconvenience this may cause. You will only ever be charged for what we dispatch. If you cannot find this invoice please contact us and we will supply a copy (please ensure you have checked thoroughly before requesting a new copy, including inside the cardboard flaps of all the boxes or attached to the exterior wrap on pallets).
If after you have received your order and checked it to the invoice with it, you still believe items are not present or damaged please contact us in writing within 3 working days from the date of delivery.



Unless your order was agreed on "ASF" or "All Sales Final" terms which will be stated on the invoice, you have the right to cancel your order within 14 days of order placement. Please note unfortunately we will not be able to offer refunds or exchanges on the following product categories:

  1. Consumables and perishable products including: bottled water, foods that deteriorate or expire
  2. Health and hygiene products: deodorant & fragrances, air-fresheners, sanitary items, personal protective equipment, face masks, face visors
  3. Liquid, cleaning or household items examples including Astonish and hand sanitizers
  4. Diaries, calendars or dated items
  5. Any unsealed or opened electrical accessories including: batteries, cable and charger cables
  6. Goods manufactured or ordered in specifically to your specifications, or tailored for individual needs

Returning goods before order dispatched: If you cancel your order before it is dispatched, you will be charged a warehouse restocking fee of £10.00 or 20% (whichever is greater).

Returning goods after order dispatched: If you cancel your order after it is dispatched, you will be charged the delivery to you and also a warehouse restocking fee of £10.00 or 20% whichever is the greater. It is the customer's responsibility to pack and return goods to the following address:

Ashby Emporium, MX Wholesale, 18 Commercial Square, Leicester, LE2 7SR U.K.

Returned items should be new and unused, with all labels and tags intact in their original packing condition. The return should include a valid purchase invoice and must be returned within a 14 day period. When received and upon abiding by the above conditions we will offer you either an exchange or refund. Please note we do not reimburse carriage costs for goods being returned to us. 

Returns Form

Before returning goods to us, please get authorisation from Customer Services by emailing In this email you must include the following information:

  1. Name
  2. Your telephone number
  3. The name the order was placed in (if different)
  4. Your order number and invoice number
  5. Notes describing your claim details


Unavailable for Delivery or Refusal of Delivery

Deliveries will be made Monday to Friday between 8am and 6pm. DPD will provide you with a one hour delivery window on the day of your delivery so you can carry on with other parts of your day as normal.

In the case where a delivery attempt is unsuccessful, DPD will hold your order for you to collect from their nearest depot. Redelivery options are available, charges may apply. If collection is not made within 7 days the goods will be returned to us at a charge that will be passed on to you. If orders are cancelled as a result of Delivery Refusal a restocking fee of £10.00 or 20% whichever is the greater



Keeping the above in mind please do not arrange delivery to a location where you will not be able to accept it.



Please note recipient will be required to sign for all Pallet Deliveries.