HOW LONG HAS THE ACE BEEN AROUND FOR?
THE ACE was created in early 2018 in UK. This year we are expanding into merchandising products.
WHY DO YOU ONLY SHIP TO THE UK?
We ship worldwide.
I’M NOT SURE WHICH SIZE TO PURCHASE?
Please email us at hello@theaceagency.co and we will be able to help you with sizing. We try to respond within a couple of hours. Don’t worry, if the sizing isn’t quite right when you receive your order we are more than happy to exchange your items.
MY MESSAGE ON INSTAGRAM HAS NOT BEEN RESPONDED TO. We try our absolute hardest to keep up with Instagram messages; however, due to the number of messages we get every day we ask that you email us all enquiries at hello@theaceagency.co or marielou@theacexperience.com. We aim to respond to all emails within 24 hours of receipt.
I DID NOT RECEIVE AN ORDER CONFIRMATION EMAIL. Unfortunately this can happen, please send the full name the order was made under and a description of the ordered items to hello@theaceagency.co We will check the status of your order and will resend your confirmation email manually.
WHEN WILL I RECEIVE MY ORDER? All domestic orders received by 1pm on a business day are packed & dispatched the same day. Orders received after 1pm will be dispatched the next business day. Orders placed over the weekend or on a public holiday will be dispatched the next business day.
MY ORDER HAS NOT ARRIVED YET. If you have received confirmation that your order has been dispatched, please check your tracking number and/or contact us at hello@theaceagency.co
If you have not received any confirmation from us – please contact us & we will check the status of your order and resend tracking details to you.
HOW DO I TRACK MY ORDER? Once we receive your order and it has been processed, you will automatically be sent a tracking number.
I DID NOT RECEIVE A TRACKING NUMBER. Please send your name and order number to hello@theaceagency.co, we will check the status of your order and send you your tracking number manually.
CAN I AMEND MY ORDER? Unfortunately once an order is placed it is unlikely that we will be able to change it. However, if you do wish to amend an order, please email us at hello@theaceagency.co with details of your order and the change you require as soon as possible and we will do our best to help you.
I ENTERED THE WRONG DELIVERY ADDRESS, CAN I CHANGE IT?
Unfortunately once an order is placed it is unlikely that the address can be changed. However, if you do wish to amend your address, please email us at hello@theaceagency.co as soon as possible and we will do our best to help you.
CAN I CANCEL MY ORDER? We can cancel your order if it hasn’t yet been shipped. To cancel your order or for more information please contact us on hello@theaceagency.co as soon as possible. The sooner you contact us the greater the chance of cancelling your order.
I NEED TO RETURN AN ITEM. Please follow instructions to return on our returns page. All returned items must be in original condition, with tags attached and in their original packaging. Please enclose the returns card you received with your package completed with reasons for return.
I DID NOT RECEIVE A RETURN CARD WITH MY ORDER. No problem – just enclose a note with your return detailing your name, email, order number and reason for returning.
CAN I RETURN A SALES ITEM? You can return a sales item for an exchange or store credit note only.
HAVE YOU RECEIVED MY RETURN? Please check the status of your return using your returns tracking number before contacting us. We aim to process all returns within 48 hours of receiving the item(s). If the tracking shows that your order was delivered to our warehouse and it’s been over 48 hours and you haven’t received an email, please contact us and we will follow it up for you.
WHEN WILL I RECEIVE MY REFUND? We aim to issue refunds within 48 hours of receipt of your returned items using the same payment method you used to purchase. However, the refund can take up to 10-business days to appear in your account depending on which bank you are with– this is out of our control.
CAN I GET A REFUND ON MY GIFT CARD? Sorry no. Gift cards are non-refundable once issued; however, we can offer an exchange or a store credit note.
I AM MISSING AN ITEM FROM MY ORDER. Please send us an email to hello@theaceagency.co with your order number and the product name of the missing item. Sometimes orders can be sent out in multiple packages, especially if your order contains a pre order item or your order is too big to fit into one mailing bag.
I HAVE RECEIVED THE WRONG ITEM OR SIZE. So sorry, we try our best but we are human and mistakes can happen. Please return the incorrect item back to us in the original packaging with tags attached; once received, we will send out the correct item/sizing at our expense and refund you the cost of shipping the incorrect item back to us.
MY ITEM IS FAULTY. Oh no, we’re really sorry to hear this. Product quality is of paramount importance to us. Please contact us on hello@theaceagency.co with details of the issue. Alternatively, you can simply return the item under our Returns and Exchanges Policy.
Please return in the original packaging with the tags still attached and include a brief explanation of the fault. We will send out a new item for you immediately and refund you the cost of shipping the faulty item back to us.
WHAT IS A PRE-ORDER? A pre-order is an item that is currently out of stock but awaiting delivery from our manufacturers that we have made available for early purchase. If you pre-order an item, it ensures you secure that item in advance; you won’t miss out. Please note that the estimated delivery date for pre-orders is an estimate only based on information from our manufacturers and shipping company. .
CAN MY ORDER BE SENT TO A PO BOX OR PARCEL LOCKER. Absolutely – please include all of the delivery information in the shipping address.
WHAT METHODS OF PAYMENT DO YOU USE? We accept payments using Visa/Mastercard credit and debit cards.
I HAVE ORDERED SEVERAL ITEMS – ONE OF THEM BEING A PRE-ORDER – WILL I RECEIVE MY IN-STOCK ITEMS FIRST? If you wish to receive your in-stock items immediately, please submit separate orders for pre-order and in-stock items.
I AM HAVING PROBLEMS PROCESSING MY ORDER. Please refresh the page in the first instance. If problem still occurs – contact us on hello@theaceagency.co and we will help you process your order.
I HAVE PLACED SEVERAL SEPARATE ORDERS – CAN I COMBINE THEM? Once your orders have gone through – they go directly to our shipping department so it is unlikely that we will be able to combine them. However, if you contact us immediately on hello@theaceagency.co we might be able to help but no guarantees.
WHAT IS THE ACE SECRET DISCOUNT CODE? RISE