Refund policy
Refund & Returns Policy
At ACE Clothing, we want to make returns and exchanges as simple as possible. You can manage your return online using our self-service returns portal.
Refund Eligibility
We offer refunds within 30 days of receiving your order.
To be eligible for a refund, your item must be:
- In the same condition as received
- Unworn and unused
- Unwashed
- Free from stains, marks, odours or damage
- With all tags attached
- In the original packaging
- Accompanied by proof of purchase
Items returned outside the 30-day refund period or not meeting these conditions may be refused.
Exchange Eligibility
We offer exchanges within 120 days of receiving your order.
To be eligible for an exchange, your item must be:
- In the same condition as received
- Unworn and unused
- Unwashed
- Free from stains, marks, odours or damage
- With all tags attached
- In the original packaging
- Accompanied by proof of purchase
Exchanges are subject to stock availability.
How to Make a Return
Self-Service Returns
The easiest way to arrange your return is through our online returns portal:
Simply enter the email address you used when placing your order and follow the on-screen instructions to find your order and arrange your return.
The returns portal will guide you through the available return options and provide the information you need to send your item(s) back to us.
Important – Include Your Order Number
Please include a copy of your order number inside your return parcel. This can be a copy of your order confirmation, packing slip, or a clearly written note showing your order number.
We receive a large number of returns and need this information to correctly identify your order.
If your order number is not included inside the parcel, we cannot guarantee that your return will be identified or processed.
Please ensure your items are securely packaged and meet the return conditions above before sending them back.
Return In Store
You can also return eligible items directly to our store for:
- Refund – within 30 days of receiving your order
- Exchange – within 120 days of receiving your order
Please bring your item(s) along with your proof of purchase.
Damages, Faults & Incorrect Items
Please inspect your order when it arrives.
If your item is faulty, damaged or you have received the wrong item, please contact us as soon as possible at info@aceclothing.co.uk before arranging a standard return.
Please include your order number and, where applicable, photographs of the issue so that we can assess it and resolve the problem as quickly as possible.
Non-Returnable Items
We cannot accept returns for:
- Worn or used items
- Washed garments
- Items with stains, marks, odours or damage caused after receipt
- Items without their original tags or packaging
- Personalised or custom-made items
- Special order items
- Gift cards
This does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or otherwise not as described.
Refunds
Once we receive and inspect your return, we will notify you when your refund has been approved.
Approved refunds will be issued to your original payment method.
Please allow up to 10 business days after your refund has been processed for the funds to appear in your account, depending on your bank or card provider.
If more than 15 business days have passed since your refund was approved, please contact us at info@aceclothing.co.uk.
Original Delivery Charges
Where applicable, original delivery charges are not refundable unless required by law or the return is due to an error on our part, such as receiving a faulty, damaged or incorrect item.
Need Help?
If you're having trouble using the returns portal or have a question about your return, please contact us at info@aceclothing.co.uk.