Ash and Timbers charged your card without your permission
If you see a charge from Ash and Timbers on your credit card statement and you did not make a purchase, you have three paths: contact the merchant directly to ask about the charge, dispute it with your credit card company, or do both. Most charges turn out to be legitimate purchases you forgot about, a duplicate charge from a technical error, or a subscription you signed up for and then forgot. Start by checking your email for order confirmations or receipts from Ash and Timbers.
If you recognise the charge but did not authorise it, or if you cannot find any record of ordering, the next step depends on whether you want to resolve it with the merchant first or go straight to your card issuer. Contacting the merchant is usually faster if they respond quickly. Disputing through your card company is the formal route and protects you if the merchant does not cooperate.
Key Takeaways
- Check your email for order confirmations or receipts from Ash and Timbers before assuming the charge is fraudulent.
- Contact Ash and Timbers customer service directly if you recognise the charge but did not authorise it, or if you cannot explain it.
- Your credit card company can reverse the charge through a dispute process if the merchant does not respond or refuses to refund you.
- Keep records of all communication with the merchant, including dates, names, and what was discussed.
- Fraudulent charges should be reported to your card issuer within 60 days to protect yourself under federal law.
How to contact Ash and Timbers about the charge
Look for a customer service phone number or email address on the Ash and Timbers website or on your credit card statement. Call or email them and describe the charge: the date it appeared, the amount, and whether you recognise it. Have your credit card statement in front of you so you can provide the exact transaction details. Be clear about what you want — a refund, an explanation, or cancellation of a subscription.
If you placed an order and received it, but the charge is wrong (for example, you were charged twice or charged the wrong amount), tell them that. If you never placed an order at all, say that clearly. Merchants often respond within one to three business days. Write down the date and time you contacted them, the name of the person who helped you (if they gave one), and what they said they would do.
Disputing the charge with your credit card company
If Ash and Timbers does not respond, refuses to refund you, or if you want to move faster, contact your credit card issuer. You can usually start a dispute online through your card's website or app, by phone, or by mail. Look for a "dispute a charge" or "report fraud" option in your account. You will need to describe the charge and explain why you are disputing it — for example, "I did not authorise this purchase" or "I was charged twice for the same order."
Your card issuer will assign the dispute a reference number and send you a confirmation. They will then contact Ash and Timbers and ask for proof that you authorised the charge. This process usually takes 30 to 90 days. During that time, the card company may issue you a temporary credit while they investigate. Keep all documentation: your dispute confirmation number, emails from the merchant, screenshots of your account, and anything else that supports your case.
What counts as an unauthorised charge
An unauthorised charge is one you did not permit someone to make on your card. This includes fraudulent charges (someone used your card number without permission), charges from a subscription you cancelled but were still billed for, and duplicate charges from a technical error. It does not include charges you made yourself and then regretted, or charges for items you ordered but did not like.
If you gave your card number to Ash and Timbers to make a purchase, that charge is authorised even if you later change your mind. However, if you cancelled a subscription and were still charged, or if someone else used your card without permission, those are unauthorised and you can dispute them. The distinction matters because your card company handles them differently.
Protecting yourself from future unwanted charges
Review your credit card statement every month, even if you think you know what is on it. Set a phone reminder or calendar alert to check on the same day each month. Look for charges you do not recognise, duplicate charges, or subscriptions you forgot you had. The sooner you spot a problem, the sooner you can resolve it.
If you sign up for a free trial or subscription, write down the date it starts and when it will be charged. Set a reminder to cancel before the trial ends if you do not want to be charged. Keep receipts and order confirmations in a folder (digital or paper) so you can refer back to them. If you use your card online frequently, consider using a virtual card number or a separate card for subscriptions and one-time purchases.
Your rights under federal law
The Fair Credit Billing Act protects you if you report an unauthorised charge to your card issuer within 60 days of the statement date. You are not responsible for charges you did not authorise, and your card company must investigate your dispute. You may be asked to sign an affidavit stating that you did not authorise the charge. Your card company must resolve the dispute within two billing cycles (usually 30 to 90 days) and notify you of the outcome in writing.
If the card company finds in your favour, the charge is removed and you owe nothing. If they find against you, they will explain why and you can ask for copies of the documents they used to make that decision. You have the right to dispute their decision, though this is less common. Keep records of everything: your dispute number, all correspondence, and the final outcome.
Frequently Asked Questions
How long does a credit card dispute take?
Most disputes are resolved within 30 to 90 days. Your card issuer must investigate within two billing cycles and notify you in writing. Some card companies issue a temporary credit within a few days while they investigate, so you may see the money back before the dispute is officially closed.
Will disputing a charge hurt my credit score?
No. Disputing a charge does not appear on your credit report and does not affect your score. Your credit score is based on payment history, credit utilisation, and other factors — not on disputes you file with your card company.
What if Ash and Timbers says I authorised the charge?
If you did not authorise it, tell your card issuer that. The merchant must provide proof of your authorisation — usually a signed receipt, email confirmation, or other documentation. If they cannot provide it, your dispute should be resolved in your favour. If they do provide proof and you still believe it is fraudulent, you can ask your card company to review the evidence.
Can I get my money back if I already paid Ash and Timbers directly?
If you contacted the merchant and they agreed to refund you, ask them how long it will take. Refunds typically appear in your account within three to five business days, though some take longer. If they said they would refund you but have not, follow up with them in writing and keep a copy of that communication.
What should I do if this is a subscription I forgot about?
Contact Ash and Timbers and ask them to cancel your subscription when ready. Ask whether they will refund the most recent charge. Many merchants will refund one charge if you cancel within a short window. If they refuse, you can still dispute the charge with your card issuer, though the outcome may depend on your card company's policy on subscription disputes.