FREQUENT QUESTIONS
1. Contact us
You can contact us at +51 999 663 095
We are at your disposal from Monday to Friday, from 9:00 a.m. to 6:00 p.m. (Lima), except holidays.
You can send us an email by completing the contact form.
We will respond to your email as soon as possible from Monday to Friday, from 9:00 am to 6:00 pm (Lima), except holidays.
– New Year’s Day (January 1)
– Holy Week (Holy Friday and Thursday)
– Labor Day (May 1)
– Independence Day (July 28 and 29)
– Christmas Day (December 25)
2. Buy online
To browse our catalog, select a category from the menu or click the search icon and type one or more keywords.
To view full product details, click on the item image to open the product page, where you will find all available sizes and colors, images and other description information.
When you have made your choice, select the size and color on the product page and click “add to cart”.
To continue with your order, click on the cart in the upper right corner of the screen and then on “checkout”.
Once you have completed our purchase, you will receive a confirmation email with the details of your order.
If you don’t receive a confirmation email, please check your spam folder. If you still can’t find it, please contact us.
If you have any doubts or questions, you can contact us at +51 999 663 095, or via e-mail by completing the contact form.
We are at your disposal from Monday to Friday, from 9:00 a.m. to 6:00 p.m. (Lima), except holidays.
You can complete your purchase on ascendía.pe by logging into your account or continuing as a guest.
You can use your account to log in from all the countries listed on the site.
Be sure to log in from the same country you wish to send to.
By creating an account on the Ascendia website, you can easily access your order details and speed up the checkout process.
Our customer service is available from Monday to Friday, from 9:00 am at 6:00 p. m. (Lima), except holidays.
You can contact us at +51 999 663 095 or via e-mail by completing the form that you will find in the Contact Us section.
If you wish to cancel or change your order, please contact us a few minutes after placing your order at +51 999 663 095 or by email by completing the form found in the Contact Us section.
Unfortunately, once we start processing your order, you will no longer be able to cancel or change it.
If the system rejects your order, please verify that all information entered is correct.
If all the information is correct, contact your credit card issuer and then, if necessary, inform our customer service.
If you have any doubts or questions, you can contact us at +51 999 663 095 or via e-mail by completing the contact form.
We are available from 9:00 am to 6:00 pm (Lima), Monday through Friday, except holidays.
Pre-ordering allows you to purchase an item that is not yet in stock, but will be soon.
An estimated delivery date is listed on the product page for all pre-order items.
This date may be subject to change for production reasons.
– For orders containing currently available and pre-ordered items, products will be shipped separately, but you will only be charged once for shipping.
– For orders containing reserved only items that have different delivery dates, the items will be shipped together on the latest estimated delivery date.
You will receive a confirmation email as soon as your package has been shipped.
You will be charged when you place the order.
The “Search in store” section allows you to check if the item is available in one of our stores.
Once you have selected your size, you will see a list of stores where the item is available.
We suggest you contact the store to ensure the item is available in stock.
Please note that availability listed in the “Find the Store” section is subject to change.
When an item is not available for direct purchase on the website, you can check its availability in Ascendia stores by clicking the ‘Find in Store’ button on the product page.
Once you have selected the size you require from the menu on the right, you can click the ‘Reserve in Store’ button to send a reservation request to the appropriate store.
When your message is received, the store will respond to confirm your reservation and arrange for the collection or shipment of the reserved item.
Please note that availability listed in the “Reserve in Store” section is subject to change.
Our customer service team is available from 9:00 a.m. to 6:00 p.m. (Lima), Monday through Friday, except holidays.
You can contact us at +51 999 663 095 or by email by completing the form found in the Contact Us section.
Purchasing on Ascendia is reserved for private end customers.
Our prices include VAT in Peru, where applicable.
An invoice is issued for each order and will be sent with the package.
You can also download it by signing in to your account.
Note: Once your order has been confirmed, it is not possible to change your billing details or issue a new receipt that is different from the one already issued.
All of our orders are delivered in Ascendia-branded gift packs.
By selecting the gift option you can include a personalized message for the person receiving the gift.
All of our orders are delivered in Ascendia-branded gift packs.
3. Account and registration
Creating an account on the ascendía.pe website allows you to:
- Receive special promotions
- Save billing and shipping addresses to speed up the order process
- Save credit card details to speed up the payment process
- Save the contents of your cart
- Create a wish list
- Easily access your data and order history.
You can update your account details at any time by logging into your account and accessing the account details section.
You can change all the details except the country you are registered in.
Click “save” to save all changes.
To create an account, simply enter your first name, last name, email address, a password, and your date of birth.
The details you entered at checkout will be saved to your account.
To delete your account, please contact our customer support team from 9:00 am at 6:00 p. m. (Lima), from Monday to Friday, except holidays.
You can contact us at +51 999 663 095 or by email by completing the form found in the Contact Us section.
4. Payments and refunds
Ascendia accepts the following payment methods: Visa, Mastercard, Visa Electron, PayPal, American Express, etc.
Ascendia.pe offers a quick purchase service, which allows you to save your credit card information for future purchases.
Payment details are collected through the most technologically advanced encryption system (SSL) and our online store uses a secure server certified by Trustwave and GeoTrust to ensure maximum protection.
Payment is usually processed in two steps:
- Authorization: the customer’s payment details are verified and the amount of the order is reserved.
- Purchase: the reserved amount is transferred from the customer’s account to Ascendia’s account.
By default, payments are captured immediately after authorization.
The payment will appear on your statement as Ascendia.
Once we have received your return at our warehouse and verified that it is eligible for a refund, you will receive a confirmation email.
Your refund will be issued the same day as confirmation.
The refund will be issued through our payment gateway upon receipt of the return confirmation email and will take up to 7 business days to process.
The time it takes for the credit to show in your account will depend on your credit card issuer.
5. Shipping and returns
Express shipping (DHL courier)
Estimated delivery time:
United States: express shipping with delivery in 2-6 business days $45.00.
You will receive a tracking number as soon as your package has been shipped.
Deliveries will be made during business hours from Monday to Friday, except holidays.
If the package cannot be delivered on the first attempt, the courier will try to deliver it twice more.
All orders are automatically processed and associated with the selected shipping method.
If you wish to receive more information about your shipment, you can contact us at +51 999 663 095, or via e-mail by completing the contact form.
We are available from 9:00 am to 6:00 pm (Lima), Monday through Friday, except holidays.
It is not possible to place orders with a shipping country other than the country you have chosen to browse the website.
Ascendia ships to 80 countries.
You can choose your shipping country by clicking on the top right corner of the website.
The order must be placed on the website of the country you wish to ship to.
If you select another shipping country, your shopping bag may be changed or emptied.
It is currently not possible to deliver or return products purchased online at any of our stores.
We can only ship to private or business addresses.
Currently it is not possible to send an order to more than one address.
If you wish to ship to two or more different addresses, please place a separate order for each destination.
We are currently unable to ship orders to general delivery and PO Boxes.
Orders placed for this type of address will be automatically cancelled.
For security reasons, all purchases made on ascendía.pe will require the customer, or a delegate over 18 years of age, to sign for the delivery.
If the delivery is not successful on the first attempt, the courier will try to deliver the package two more times.
If all three attempts fail, the package will be sent back to our warehouse.
The courier will ask the person picking up the package to present a valid identity document.
You can track the shipment of your order through the tracking number provided in the shipping confirmation email.
If you are a registered user, you can check the status of your order and the tracking number in the order status in your account.
Unfortunately, it is not possible to choose a specific delivery date and time.
You can contact DHL (www.dhl.com) directly to find out if it is possible to request a specific delivery date.
You can return, exchange or request a refund for any item ordered from ascendía.pe within 15 days from the delivery date.
Items must be returned in their original condition and in their original packaging.
To make a return or exchange request, follow the instructions below:
- Please make sure the items are in the same condition that you received them, with all tags and security seals intact and attached. Boxes, dust bags, and other packaging must be returned with the items. It is not possible to return or exchange personalized items, publications and the leather cream. This does not affect the customer’s legal rights.
- Fill out the return request form in the orders and returns section of your account if you are a registered user, or in the customer service section of the website if you do not have an account, to activate the return and refund or exchange process. A confirmation message will be displayed to confirm that the return/exchange request has been completed successfully.
- Put the items you wish to return or exchange in a box, preferably the original, and make sure it is properly sealed.
- Attach the prepaid, preprinted return label that was inside your original package to the box. If you have lost your return label, please contact our customer service team.
- Please contact DHL to arrange package collection at https://www.logistics.dhl/global-en/home/contact-us.html.
- You can check the status of your return at any time in the customer service section in order status, or in the orders and returns section of your account.
- Your refund will be issued as soon as our warehouse has received and verified the return. Ascendia reserves the right not to accept returns that have not been duly requested or sent within the return period or if they are not in the same conditions in which they were delivered (see point 1).
We also remind you that if you choose to return the product without using the DHL label provided by Ascendia, the return shipping costs will be borne by you and will not be reimbursed.
In this case, we recommend that you entrust the return shipment to a secure courier service and keep your receipt as proof of postage.
If you are a registered user, you can complete the return request form in the returns and exchanges section of your account to activate the return and refund process.
If you are not a registered user, you can go to the returns and exchanges section to activate the return and refund process.
Make sure you have the order number from your order confirmation email as it will be needed to complete your return/exchange request.
Items must be returned to the courier within 15 days of the delivery date of your order.
Once we have received your return and verified that all the requirements are met, you will receive a confirmation e-mail.
For orders over $2400, you may be asked to provide your social security number.
This information is required by US Customs for the import declaration.
For more information, contact DHL ( www.dhl.com ) directly or check the US Customs and Borders website.
6. Product information and sizes
For information on sizes, we suggest you consult our “size guide” by clicking on the link on the product page.
The sizes shown on the women’s product pages are European sizes.
To check what size you need, you can check our “size guide” link on the product page
Ascendia sells its merchandise exclusively through the following limited distribution channels:
- boutiques
- Ascendia online store at ascendía.pe
- Stores in the area
- Authorized department stores and their websites
- Authorized specialty stores
- Authorized online retailers
Ascendia does not sell its merchandise through private individuals, street vendors, unauthorized retail stores, or unauthorized websites.
In an effort to protect its valuable brand and loyal customers, Ascendia reserves the right to refuse the sale of Ascendia products to persons involved in reselling or transshipment activities.
Please contact us to report counterfeiters and unauthorized dealers of Ascendia merchandise.
Regarding the authenticity of items sold online or in store:
We do not authenticate products over the phone or by email.
The only way to ensure that the items you purchase are authentic and safe is to purchase them at Ascendia boutiques and online store (ascendía.pe) or through our authorized distribution network.
For items purchased on ascendía.pe, contact our customer service team by calling +51 999663 095, or by email by completing the contact form.
We are available from 9:00 am to 6:00 pm (Lima), Monday through Friday, except holidays.
For items not purchased from ascendía.pe, please refer to the Ascedia store or authorized retailer where the item was purchased.
7. Distribution Network
London, UK
Caracas, Venezuela
Mexico City, Mexico
San Diego, USA
