Ashro Customer Service — Practical, Expert Guide

Overview and what to expect

Ashro is a specialty retailer known for women’s special-occasion and plus-size apparel; customers interact with the brand both online and in-store. For consumers, the most important customer-service touchpoints are order support (pre-sale questions, order changes, cancellations), returns and exchanges, sizing and alterations guidance, and post-purchase issue resolution (damage, missing items, or refunds). This guide explains how those processes typically work, what information to have ready, and how Ashro’s customer experience can be navigated effectively.

For the most current, authoritative details about store locations, hours, and official policies, always consult the company’s website (www.ashro.com) and the Contact Us page. Policies (shipping carriers, return windows, pricing, and promotions) change seasonally; when an exact policy matters for a transaction, verify via the live site or an official store representative before relying on it.

Key customer-preparation steps before contacting support

When you contact Ashro customer service, prepare concise, relevant data to speed resolution: order number, order date, billing/shipping ZIP code, exact SKU or product name, size and color, screenshots or photos of any defect, and your preferred remedy (exchange, return, repair, refund). Having that information reduces back-and-forth and improves first-contact resolution (FCR).

Ask for and record the representative’s name, a case or ticket number, and a projected SLA (for example: “I will escalate and follow up within 48 hours”). If you’re contacting about a shipment, have tracking numbers and carrier names available (UPS, FedEx, and USPS are commonly used by national retailers).

Contact channels and practical details

• Official website: www.ashro.com — the Contact Us page and order lookup tools are the fastest route for account- and order-specific inquiries.
• Phone and in-store support: Use the store locator on the website to find the nearest physical location and its phone number; in-store staff can handle returns, exchanges, and sizing/alteration referrals directly.
• Live chat / email forms: When available, live chat is optimal for quick order lookups and simple policy questions; email or web form submissions are appropriate for attaching photos and receiving written case histories. Expect an initial email acknowledgement within 24–48 hours on average for web forms.
• Social media: Public messages (Twitter, Facebook) can flag urgent service breakdowns but for privacy and detailed order work, the channel will typically redirect you to the website/contact form.

Tip for international customers: if shipping outside the U.S., confirm duties, taxes and international shipping cutoffs before placing an order — these costs and timelines are often outside the retailer’s control and subject to customs processing.

Returns, exchanges, and refunds — what to expect

Most apparel retailers operate a clearly defined return window and condition requirements. Before initiating a return with Ashro, inspect the garment tags and original packaging, retain receipts and the order confirmation email, and photograph any defects or damage. If a return is initiated online, follow the step-by-step portal instructions: you’ll typically receive a return authorization and a return label or instructions on where to drop off in-store.

Refund timelines for card payments generally require the retailer to process the return first; after processing, refunds often show on bank statements within 3–10 business days depending on the payment processor and issuing bank. If you need an exchange for a different size or color, state that preference immediately so the agent can check inventory and reserve stock if possible.

Sizing, fit guidance, and alterations

Ashro’s customer-service teams and in-store associates are valuable for fit advice, especially for special-occasion dresses. Ask for exact garment measurements (bust, waist, hip, length) rather than relying solely on numerical sizes, and request comparison against a similar garment you already own. For formalwear, consider ordering two adjacent sizes when a precise fit is critical, returning the one that doesn’t fit.

Many stores provide alteration referrals or in-house tailoring recommendations; always ask the store whether alterations are recommended for the dress style and approximately how long typical changes take (common turnaround for basic hemming or minor take-ins is 7–14 days through third-party tailors). Retain receipts for alteration work when seeking compensation for manufacturing defects.

Escalation path and complaints — step-by-step

• First step: Contact customer service via the website or local store and request a case number. Provide detailed documentation (photos, order number).
• Second step: If unresolved within the SLA given, ask for escalation to a supervisor or the customer-care manager; note the time and name of each contact.
• Third step: If the issue remains unresolved after two escalations or 7–10 business days, request written confirmation of the company position and consider contacting corporate customer relations via the website. For purchase disputes, keep bank statements and receipts to support chargeback or consumer protection claims if required.

Keep a clear paper trail — dates, times, names, and ticket numbers — which is essential if you need to escalate formally or seek resolution through payment disputes or consumer protection channels.

Operational KPIs, best practices, and what excellent service looks like

From an operational perspective, excellent retail customer service typically targets certain KPIs: First Contact Resolution (FCR) of 80–90%, average handle time (AHT) on phone of 4–6 minutes, chat AHT of 8–12 minutes, CSAT scores above 85%, and Net Promoter Score (NPS) in positive territory (20–50 for niche retailers). Monitoring these metrics helps keep turnaround and quality consistent across stores and channels.

Customer-facing best practices include: empowering front-line staff to issue pre-authorized return labels under defined thresholds, providing training and a central knowledge base for fit/alteration questions, and ensuring inventory visibility across stores and online in real time. For customers, the single most useful tactic is to document everything and to use the official site’s contact form for complex issues so there is a centralized record of the interaction.

What is the customer service number of Astro?

03 9543 3838
What can I do? Please contact our Customer Contact Centre at 03 9543 3838.

How long does Ashro take to deliver?

Expedited usually arrives in 3-5 business days. Express Delivery — add $24.99 per address and must be ordered by 11:00 p.m. Central Time. Express delivery usually arrives in 1-2 business days.

How do I contact Superbank customer service?

Customers can file complaints to Super Care verbally through call at 1500 333, in writing through email at [email protected], Help Center form, in-app chat in the Superbank app, or visit Superbank branch.

How do I contact Ashro customer service?

You can also contact Customer Service at 866-243-3114 and one of our representatives will be happy to assist you.

Who is Ashro owned by?

Colony Brands
Colony Brands owns many different catalog companies, including Ashro, Montgomery Ward, AmeriMark, The Swiss Colony, Wisconsin Cheeseman, Midnight Velvet, Ginny’s, Monroe and Main, Country Door, Tender Filet, and Seventh Avenue, the latter of which is considered their flagship catalog.

Are Ashro and Midnight Velvet the same company?

Based in Monroe, Colony Brands is one of the nation’s largest direct marketers. The parent company of The Swiss Colony, LLC, its family of catalogs also includes Seventh Avenue, Midnight Velvet, Ginny’s, Through the Country Door, ASHRO and more.