Deliveries and Returns
At ACES Couture, we appreciate the importance of speedy and cost-effective delivery. All our deliveries are tracked and signed for to ensure our products arrive in perfect condition and on time for you.
Christmas and New Year 2019
In order for your products to arrive in time for Christmas, please note our latest shipping dates:
United Kingdom – Monday 23rd December
Ireland – Wednesday 18th December
Offshore and Scottish Highlands – Friday 20th December
EUROPE 1 – DPD
Belgium, Germany Netherlands, France, Luxembourg, Austria, Denmark, Czech Republic, Slovakia, Hungary, Poland, Slovenia, Latvia, Lithuania – 16th December
EUROPE 2 – Royal Mail
Bulgaria, Croatia, Estonia, Romania, Bosnia and Herzegovina, Serbia – 11th December
Greece – 12th December
Italy, Sweden – 14th December
Switzerland, Spain, Portugal, Switzerland, Norway – 16th December
Africa, Asia, South America, North America – 9th December
Russia, Ukraine – 11th December
Australia, Turkey – 12th December
Iceland – 16th December
Orders placed from 24th December – 26th December will be despatched on 27th December.
No orders will be despatched on 31st December until 2nd January.
Standard Delivery Times and Charges
For our UK customers, order before 17:00 (Mon-Thurs) to a mainland address and your order will be dispatched the same day for next working day delivery. You will receive an order confirmation e-mail at the time of your purchase. A second e-mail with the tracking details for your order will be sent by 21:00 on the day of dispatch. Orders placed after 17:00 (Mon-Fri) are processed the following working day. Orders placed after 17:00 on Friday will be dispatched the following Monday. UK orders are shipped using DPD next day delivery and you will receive a one hour time slot on the morning of delivery. We provide FREE next working day delivery on UK orders over £60.
For our European and International customers, we offer Royal Mail Tracked + Signed or DPD Classic shipping options. You will receive an order confirmation e-mail at the time of your purchase. A second e-mail with the tracking details for your order will be sent within 24 hours (Mon-Fri). Orders placed after 17:00 on Friday will be dispatched the following Tuesday. We provide FREE Royal Mail Tracked + Signed or DPD Classic delivery on European orders over £100 and International orders over £150.
Delivery charges and transit times are listed below inclusive of VAT (if applicable). Whilst we endeavor to deliver your parcel within the below transit time guidelines, occasionally a parcel may be subject to delay due to circumstances out of control such as customs checks. European and International parcels may also be subject to local duties and taxes, please check with your local customs office before placing an order.
UK & IRELAND
- DPD – FREE (orders over £60)
- DPD – £4.95 (next working day)*
- DPD by 12pm – £9.50 (next working day before 12 noon)
- DPD Saturday – £9.95 (for orders placed on Friday before 17:00 only)
- Ireland – Royal Mail Tracked + Signed– £10.00 (3-4 working days)
- Ireland – Royal Mail Tracked + Signed– FREE (orders over £100)
- DPD Offshore UK – £20.00 (2 working days)
*Mon-Thurs only, orders placed after 17:00 on Friday are dispatched the following Monday.
- DPD Europe 1 – £10.00 (2-3 working days)
- DPD Classic Europe – FREE (Orders over £100)
Belgium, Germany, Netherlands, France, Luxembourg – 2-3 Days
Austria, Denmark, Czech Republic, Slovakia – 3-4 Days
Hungary, Poland, Slovenia, Latvia, Lithuania – 4-6 Days
- DPD Europe 2 – £15.00 (3-4 working days)
- DPD Classic Europe – FREE (Orders over £100)
Italy, Switzerland, Spain, (3-4 Days)
Bulgaria, Portugal, Sweden, Switzerland, Croatia, Estonia,Finland (4-5 Days)
Romania, Bosnia and Herzegovina, Serbia, Bulgaria, Greece, Norway (4-6 Days)
Africa, Asia, North America, South America, Australia, Oceania, Russia, Iceland, Ukraine, Turkey
- Royal Mail Tracked + Signed – £15.00 (7-10 working days)
- Royal Mail Tracked + Signed – FREE (orders over £150)
- DHL Express – £35.00 (3-4 working days)
Receipt and Signature
All deliveries must be received in person at the delivery address and signed for. If the delivery attempt is unsuccessful, our delivery service providers will attempt re-delivery or leave a card at the address with instructions on how you may collect your product. These instructions include a time limit for collection.
If you experience any problems with a delivery, please contact us by e-mail: firstname.lastname@example.org
Exchanges and Returns
We understand that from time to time you may wish to exchange or return a product. This 30 day returns policy applies to all our customers.
You are entitled to return a product and receive an exchange or refund, when we receive the returned product within 30 days following the date of delivery of the product, the returned product is unused, in its original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new. The following products may not be returned under this policy: Goods that have been used, worn, washed, modified or damaged in any way. Please note sale items are non-refundable and may only be exchanged for another item.
To exchange or return an item, please e-mail email@example.com with your exchange or refund request and send your product back to the below address using a signed for delivery service only.
ACES Couture, Bebe House, Dukesway, TVTE, Gateshead, NE11 0PZ, UK.
We will process your exchange request as quickly as possible, usually within 2 working days of receipt of the item(s) back at our warehouse. You will receive an e-mail to confirm your return has been processed. A second e-mail will confirm once your exchange has been dispatched by next working day delivery. If you have not received it within 5 working days, please contact us.
I have made an order and need to cancel before dispatch
Depending on where your order is in our dispatch process we may be able to cancel your order for you. Please e-mail firstname.lastname@example.org quoting your order reference and we will assist with your request.
I have received an incorrect item
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail email@example.com quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed. You have 2 days from receipt of your parcel to inform us of any discrepancies with your order.
I have received a faulty item
If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail firstname.lastname@example.org quoting your name, order number and details of the product received. We will then advise on how to proceed.
Consumer Contracts Regulations 2013
Under the United Kingdom’s Consumer Contracts Regulations 2013 you have the right to cancel your order for any item purchased from ACES Couture for a full refund no later than 14 days from the date you receive your goods. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 14 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of cancellation. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a signed for delivery service. For full details of the Consumer Contracts Regulations 2013 click here.
We will give you a refund for the full price of any product properly returned by you in accordance with the returns policy. We will refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, payment within 14 days following the day we received the returned product. Please e-mail email@example.com if you have any queries or experience any problems.