Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to Start a Return
To start a return, contact us at info@acegroup.uk.com. Once your return is requested and accepted, we'll email you a return shipping label to print, along with instructions on how and where to send your package. Items sent back to us without first requesting a return cannot be accepted.
UK Returns
We offer free returns on all UK orders. Once your return is approved, we'll send you a Royal Mail returns label to print at home. Simply attach it to the outside of your repackaged parcel and drop it off at the Post Office.
Please note: you will need to retain your proof of postage receipt from the Post Office. Ace Group cannot be held liable for any missing returns where no proof of postage is available.
Damages & Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (e.g. food, flowers, plants)
- Custom or personalised products (e.g. special orders)
- Personal care goods (e.g. beauty products)
- Hazardous materials, flammable liquids, or gases
We also cannot accept returns on sale items or gift cards. If you have any questions about a specific item, please get in touch.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
EU 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days for any reason, without justification. As above, the item must be returned in its original condition — unworn or unused, with tags, and in its original packaging — along with the receipt or proof of purchase.
Refunds
We'll notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since we approved your return and you haven't received it, please contact us at info@acegroup.uk.com.