Refund policy
We hope you love your ACE HOUSE order. If you change your mind, you have the right to cancel and return eligible items in accordance with UK consumer law.
CANCELLATIONS
You may cancel your order before it has been dispatched by emailing info@ace-house.co.uk with your full name and order number.
If your order has already been dispatched, you will need to follow the returns process below.
RETURNS
You must notify us that you wish to return an item within 14 days of receiving your order. After notifying us, you have a further 14 days to send the item back.
To request a return, email info@ace-house.co.uk with your full name, order number and the item you wish to return. We will then provide the return instructions and return address.
Items should be returned:
• Unworn, other than being tried on
• Unwashed
• In their original condition
• With all original tags attached, where applicable
• Free from marks, makeup, odours, pet hair or other damage
You may inspect and try on an item as you would in a shop. We may reduce the refund if an item has been handled beyond what is reasonably necessary and its value has been reduced.
RETURN POSTAGE
Customers are responsible for return-postage costs when returning an unwanted item or an item that does not fit.
We recommend using a tracked postal service and keeping proof of postage, as you remain responsible for the parcel until it reaches us.
If an item is faulty, damaged or incorrect, ACE HOUSE will cover the reasonable return-postage cost.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item is faulty, damaged or incorrect, email info@ace-house.co.uk as soon as possible with your order number, a description of the issue and clear photographs where appropriate.
Nothing in this policy affects your statutory rights under UK consumer law.
REFUNDS
Once we receive and inspect your return, we will notify you whether the refund has been approved.
Approved refunds will be made to your original payment method. We will process the refund within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, where applicable.
For eligible cancellations, we will also refund the original standard delivery charge. Any additional amount paid for an enhanced or express delivery service will not normally be refunded. If your original delivery was free, there will be no delivery charge to refund.
Banks and payment providers may require additional time to show the refund in your account.
EXCHANGES
If you require another size, please contact us at info@ace-house.co.uk. Exchanges are subject to stock availability. If an exchange cannot be provided, you may return the item for a refund and place a new order.
SALE ITEMS
Sale items can be returned under the same conditions and statutory cancellation rights as full-price items unless they were clearly sold as faulty and that specific fault was disclosed before purchase.
NON-RETURNABLE ITEMS
We cannot accept change-of-mind returns for personalised or custom-made items unless they are faulty, damaged or not as described.
PRE-ORDERS
Pre-orders may be cancelled for a full refund before dispatch. Once dispatched, the standard return terms in this policy apply.
CONTACT
For cancellations, returns or refund questions, email: