Shipping policy

UK DELIVERY

ACE HOUSE currently delivers to addresses within the United Kingdom.

Our standard UK delivery service is:

Royal Mail Tracked 48
Estimated delivery: 2–3 working days after dispatch
Standard delivery charge: £3.65

Royal Mail Tracked 48 aims to deliver within 2–3 working days, but this is an estimated timeframe and is not guaranteed.

FREE SEPTEMBER DELIVERY

Eligible UK orders placed during September 2026 will receive free standard delivery.

This offer applies automatically at checkout and ends at 11:59 PM on 30 September 2026. No discount code or minimum order value is required.

After the promotion ends, our normal delivery charge will apply.

PRE-ORDERS

Products marked as pre-order are not available for immediate dispatch.

Items included in our current pre-order are expected to be available for dispatch by 15 September 2026. The Royal Mail delivery estimate begins once the order has been dispatched, not when the pre-order is placed.

If your order contains both in-stock and pre-order items, they may be held and dispatched together when all items are available unless we tell you otherwise.

If a pre-order is delayed, we will contact you using the details provided with your order. You may accept the revised dispatch date or cancel the affected order for a full refund.

ORDER PROCESSING

Orders are processed on working days, excluding weekends and UK bank holidays.

You will receive an order-confirmation email after placing your order. A further email will be sent when your order has been dispatched.

Please check your junk or spam folder if you do not receive these emails.

TRACKING

When your order is dispatched, you will receive tracking information by email where available.

Tracking may take a short time to update after Royal Mail receives the parcel.

DELIVERY ADDRESSES

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please contact info@ace-house.co.uk immediately if you notice an error. We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

If an order is returned to us because the address supplied was incorrect or incomplete, the customer may be required to pay an additional delivery charge before it is sent again.

DELIVERY DELAYS

Delivery estimates are provided in good faith but can be affected by circumstances outside our reasonable control, including severe weather, Royal Mail disruption, industrial action and unusually busy periods.

If your tracking has not updated or your parcel has not arrived within a reasonable period, please contact info@ace-house.co.uk with your name and order number. We will check the tracking information and, where appropriate, raise an enquiry with Royal Mail.

LOST OR DAMAGED PARCELS

ACE HOUSE remains responsible for your order until it has been delivered to you or to someone you have nominated to receive it.

If your parcel arrives damaged, please contact us as soon as possible and include clear photographs of the packaging and item.

If Royal Mail confirms that a parcel has been lost, we will arrange an appropriate replacement or refund.

MISSED DELIVERIES

If delivery cannot be completed, Royal Mail may leave instructions, deliver to a safe place or neighbour where permitted, or hold the parcel for collection or redelivery.

Customers are responsible for following the carrier’s instructions. If an uncollected parcel is returned to ACE HOUSE, an additional delivery charge may apply before it is sent again.

INTERNATIONAL DELIVERY

International delivery is not currently available unless an international shipping option is displayed and can be selected during checkout.

RETURNS

This Shipping Policy relates to delivering your order. For information about sending an item back, please read our Return and Refund Policy.

CONTACT

For delivery questions, please contact:

ACE HOUSE
Email: info@ace-house.co.uk