Frequently Asked Questions

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Have a question:

Here is a selection of our most frequently asked questions. If you have a question that isn’t answered here please don’t hesitate to ask – we are here to help. Email us on info@aceclothing.co.uk.

Ace Clothing over 25 years providing school uniforms

The Shop

Where is the Ace Clothing shop?

Ace Clothing,
5a Courtenay Road,
East Lane Business Park,
East Lane,
Wembley,
HA9 7ND.

What are your opening times?

Our normal opening hours are 9.30 to 5.00 Monday to Friday. We also open on Saturdays in August and September – check web site for times.

Are there queues at your store?

We are usually asked this question in August and September – our busiest time. The answer is often 'yes' so if you do not like queuing please order early or order online.

During peak periods we operate a ticket-entry system (last ticket issued at 4.30): please take a ticket from the dispenser and wait for your number to be called.

Do I need to make an appointment for a fitting?

No. If you need to arrange a fitting for your child just come along whenever it is convenient - our experienced staff are always happy to help. We always recommend a fitting if you are unsure of sizing.

Fittings can take a while so we ask you to arrive at our store an hour before we close. Please be aware that we may not have your child’s size in stock, especially during peak times, so it is best to come in for a fitting several days in advance of when you need the uniform for, in case we need to order it in.

Products

Are there any washing/cleaning TIPS?

Our website includes guideline Washing instructions but you should always follow the manufacturer's instructions/washing symbols, which are normally on a label inside the garment. These washing symbols are widely used and there are plenty of online web resources that can tell you what they mean.

If you need three quick Ace tips on looking after your uniform:

  • Wash at 40 degrees
  • Do not tumble dry
  • Do not use fabric conditioner
Do you have a size guide?

We provide size guides on individual garments across our web site. Measurements are normally stated in inches. These are a good starting point but different manufacturers may have slight variations so please also try checking the measurements yourself with our fitting guide.

If you still need help then our staff have many years of experience so bring your child in when it suits you and we'll be pleased to do the fitting for you.

I need a size '6-7'' but your web site only shows '5-6' and '7-8' – is a size missing?

No. Different manufacturers offer different age guidelines for their garments so if it is not shown it does not exist. Please just select the nearest available option. Don’t be afraid to allow a little room for growth – it will save you having to buy another one in the short term.

Ordering

What's the best way to place an order?

You can order in-store but we also highly recommend ordering online from our web site: it’s quick, easy and secure; available 24/7; there are pictures of all the uniform and you get an ongoing record of your child’s sizes for future reference. Online orders are downloaded first thing every morning and you get email status updates as your order is being processed.

What forms of payments do you accept?

Card (anytime) or cash (in-store only). We do not accept cheques and you cannot leave cash at the school for us to collect. All items must be paid for before delivery; any returned or exchange items must be received back by us before we can arrange a refund or replacement.

When will I receive my order? Can I get it faster?

Please allow up to 7-10 working days for your order to be processed, except for our peak period (August and September) when our processing times may be extended. For the sake of fairness, all orders are processed on a first-come, first-served basis.

We will send you a text or email to notify you when your order is ready.

If you need your uniform urgently, you can come into our shop and take whatever items we have in stock away with you. We will try our best to ensure your child has what they need for their first day of school.

We are unable to reserve any items unless you have made an order either online or in store.

If I opt for a 'Collection from the Store' where do I go to pick up my order?

If you have received a message to say your items are ready for collection there is no need to join the queues, which mainly occur during peak times. Just go to the special Collection Point, which you will find along the passageway to the right of our store. Knock on the door or ring the doorbell, then give us your child’s name, school and ideally your receipt/online order reference so that one of our staff can retrieve and hand over your order.

Delivery

What delivery options do I have?

We offer Free Delivery to nearly all of our schools* in term time. The uniform is supplied in an individual protective bag marked with the child’s name, which we use as the order reference.

At all other times you can choose to Collect from our store (free) or have items delivered to your home or work address by Courier (flat rate £5.99 charge applies).

*Except Capital City Academy: Collect from Store or Courier delivery only

Where is my order?

Please allow us a minimum of 7-10 working days before chasing your order. If you want us to check an order, please call us on 02080450296 or send an email to info@aceclothing.co.uk. Please provide us with your child’s name, school and how and when you placed the order (including an order number if placed online).

If I choose Courier Delivery what happens if I am not in?

We will tell you when an order is ready. DPD is currently our courier partner. You will get a notification from DPD on the day that your delivery is due stating the approximate time you can expect your order. You are able to alter delivery dates directly via the courier’s website using the link sent in the notification.

I’ve received my order but one of the items is missing – where is it?

If an item is out of stock then we use a pink Out-of-stock card and write on any items 'to follow'. Please look out for this card in your package – it means we are aware of this and just waiting for the missing item(s) to arrive.

Returns

What should I do if an item seems faulty?

Please bring the item back to our store or send it back to us for inspection - it is difficult for us to comment until we have seen it ourselves. We have a reputation for supplying quality school wear so you can rest assured that we will follow up any complaint and if necessary, send the garment back to our manufacturer for further comment and analysis. In the case of a genuine supplier’s fault we aim to replace the item.

I ordered the wrong item – can I replace it?

Yes, you can. We ask that items are returned in original packaging with all labels attached. Items must be unworn with the original receipt provided. Returns made within 30 days will be fully refunded (using the payment method of the original transaction). Returns made after 30 days will be offered an exchange only. If you wish to exchange an item, we ask that you do so within 120 days of purchase

Please see our ‘Return’s Policy’ for further information.

Can I arrange my return through the school?

In term-time most schools* will accept your returned goods and hand them to our driver on your behalf. Please make sure items are bagged and a completed Returns Form is enclosed.

*Except ARK Elvin/Capital City Academy/Preston Park/Mora Primary/Wembley High Technology College/Uxendon Manor and Newman: returns/exchanges for these schools must be brought to our store – they will not be accepted at the school.

What is the time frame for returns/exchanges?

Our hope is that you are entirely satisfied with your new uniform, but if for any reason you need to return a garment we are here to help.

We ask that items are returned in the original packaging with all labels attached. Items must be unworn with the original receipt provided.

Returns made within 30 days will be fully refunded (using the payment method of the original transaction). Returns made after 30 days will be offered an exchange only.

If you wish to exchange an item, we ask that you do so within 120 days of purchase

If you need to return our products we offer the following:

  • Refunds - please contact us within 30 days
  • Exchange - please contact us within 90 days

HAPPPY CUSTOMERS

We have thousands of happy customers.

DELIVERY OPTIONS

We deliver to your home, school or you can collect.

PAYMENT OPTIONS

We accept all major credit cards, except for AMEX.

30 DAY RETURNS

Return within 30 days for a full refund.