Ashley Stewart Customer Care: A Complete, Practical Guide

Ashley Stewart’s customer care is designed to support every step of your shopping experience, from sizing and fit questions to order tracking, exchanges, and billing. While policies can change, the information below reflects widely used practices and what you can expect when working with a major U.S. apparel brand focused on plus-size fashion. Always verify any time-sensitive details in the Help/Customer Service area on the official site.

Start at the source: the official website is https://www.ashleystewart.com. Look for Help, Customer Service, or Contact Us links in the footer. If you manage your order through an online account, most routine issues—order status, returns initiation, and address updates before shipment—are fastest there. Ashley Stewart was founded in 1991, and its modern care teams typically blend live support (phone/chat) with self-service tools to keep turnaround times short.

How to Reach Customer Care Quickly

Use the site’s Help Center or Contact Us page to choose among live chat, email/web form, or phone. Live chat (when available) is usually the quickest for straightforward questions like promo code eligibility, size/fit guidance, or checking whether an item can be returned. Email/web forms are best when you need to attach evidence (photos of defects, packing slips) and don’t need an immediate answer. For payment problems, delivery exceptions, or order changes on time-sensitive purchases, phone is typically the fastest path to resolution.

Typical support hours for U.S. apparel retailers run Monday–Friday during normal business hours in Eastern Time, with limited weekend coverage; peak call volumes are weekdays from 12 p.m.–4 p.m. ET. Response time targets you can expect: live chat under 5–10 minutes during open hours; email/web form acknowledgments within minutes and substantive replies in 24–48 business hours; phone queues vary with season. Always capture your case number from the agent—it speeds follow-ups and escalations.

• Before you contact support, have ready: order number, the email used at checkout, item SKU(s), size/color, and photos for quality issues. For delivery disputes, include the carrier tracking number, delivery timestamp, and any proof of non-receipt (e.g., building camera logs or carrier case ID).
• If you used a promo or gift card, keep the exact code, card number, and remaining balance. For buy-online-pickup-in-store questions, note the store location and the pickup notification time.

Returns and Exchanges: What to Expect

In fashion retail, return windows commonly range from 30 to 60 days from shipment or purchase date, with items required to be new, unworn, unwashed, and with tags attached. Final sale items, intimate apparel, and clearance priced below certain thresholds are typically non-returnable—check product pages and your receipt for flags like “Final Sale.” If you start a return online, you’ll often be offered a prepaid label; most merchants deduct a small fee for the convenience when refunding (industry norm is about $6–$10), while store returns are typically free.

Refund timing generally breaks into two steps: once the carrier shows your return delivered, warehouse processing takes about 2–5 business days; your bank or card issuer then takes about 3–7 business days to post the credit (debit cards can take slightly longer). If you need an exchange, ask customer care whether they support direct exchanges (reserve new size now, send back old) or require a return-and-reorder. Keep your return tracking number until the refund appears.

Shipping, Tracking, and Delivery Issues

Standard shipping across the continental U.S. often takes 3–7 business days after an order ships, with expedited options available at checkout. You’ll receive a shipment confirmation email with tracking; if you created an account, tracking also appears under Order History. If an address needs correction before shipment, contact customer care immediately; once a package is moving, address changes depend on the carrier and may incur fees or be unavailable.

For a “delivered” scan where you can’t locate the package, first check your mailbox, leasing office, neighbors, and any alternate delivery doors. Then file a carrier inquiry the same day and contact customer care with the carrier’s case number. Many retailers require 24–48 hours after the initial scan to investigate with the carrier. For high-value orders, ask about signature-required options on future purchases to prevent porch theft.

Promotions, Price Adjustments, and Gift Cards

Promo codes often have exclusions (e.g., certain brands, doorbusters, or clearance). Codes generally cannot be stacked unless explicitly stated, and they apply before tax and shipping. If a promo didn’t apply, take a screenshot of the offer’s terms, confirm your items aren’t excluded, and contact support promptly—agents can often honor a valid promo if contacted within the same day.

Price adjustments are limited: many retailers honor a one-time adjustment if an item goes on sale within 7–14 days of your purchase, provided the item and size are still in stock. You usually need the original receipt or order number. For gift cards and eGift cards, keep the card number and any PIN separate from your email—customer care can help with balance checks and issues with delivery of eGift cards to recipients.

Billing and the Ashley Stewart Credit Card

If you paid with a major credit/debit card, refunds return to the original form of payment. For split tenders (e.g., part gift card, part credit card), the refund follows the same split. If a card was closed or replaced, your bank typically reroutes the refund to the new card; if the account is fully closed, ask your bank about refund-by-check procedures.

Ashley Stewart offers a store credit card issued and serviced by Comenity. For account-specific help (payments, late fees, fraud alerts, address changes, and credit limit questions), go directly to the issuer’s portal at https://comenity.net/ashleystewart or use the phone number on the back of your card. Store customer care can’t see your card details for security reasons but can coordinate on order-level questions tied to your credit card transaction.

In-Store Customer Care and Accessibility

For buy-online-pickup-in-store purchases, bring the pickup email, a government-issued photo ID, and the credit card used (if the store requires it). Most stores hold orders for a limited window—commonly 3–7 days—before canceling and refunding. If you need someone else to pick up the order, ask customer care or the store in advance whether they accept authorized pickups and what documentation is required.

For fit help, store associates can provide try-on guidance, fabric notes, and style comparisons across collections. If you rely on accessibility accommodations, call the store prior to visiting to confirm parking, fitting room accessibility, or assistance services. If you need further accessibility help online, look for an Accessibility link in the site footer to request assistance or report issues with screen readers or keyboard navigation.

• Common issues and the fastest resolution path: change shipping address before shipment (call or chat immediately), cancel an order right after placing (act within minutes; cancellations may be impossible once processing begins), duplicate charge (check for a temporary authorization; it should drop within 3–5 business days), missing item in a multi-box shipment (verify tracking shows additional packages in transit), defective item (send photos of the defect, the packing slip, and the exterior label).
• Documentation to keep: order confirmation email, shipping confirmation with tracking, return label receipt and tracking, case numbers from both the retailer and carrier, and screenshots of promotions or advertised prices at the time of purchase.

Escalations, Case Management, and Privacy

If an issue isn’t resolved after the first contact, ask politely for a supervisor review and provide your full case history. Summarize in writing: dates, who you spoke with, what was promised, and deadlines. If a promised refund window passes (e.g., 10 business days after warehouse receipt), follow up with the original case number to avoid re-explaining the issue. For delivery disputes, provide the carrier case ID and any third-party evidence (building logs) to speed investigations.

Protect your data. Customer care won’t ask for your full credit card number or password. Never share one-time passcodes over unsolicited calls. For privacy requests (access, deletion, or “do not sell/share” under state laws such as CCPA), use the privacy link in the site footer or the dedicated web form; responses typically arrive within 30–45 days depending on request type and applicable law.

Where to Start Right Now

Begin at https://www.ashleystewart.com and navigate to Help or Customer Service to open a case or chat. If your issue involves billing with the store credit card, manage it directly via the issuer at https://comenity.net/ashleystewart for the fastest, most secure assistance. Keep your order number handy, document each step, and ask for a case number—those two habits resolve most issues in a single touch.

With the right preparation and channels, most concerns—returns, delivery hiccups, promo questions, and billing clarifications—are resolved in a few business days. If you need more than routine help, escalate with a concise, documented history and clear desired outcome; that’s the professional path to a timely resolution.