FAQ
Frequently Asked Questions
Have a look through the sections below to find answers to your questions. If you can't find what you're looking for, or you have something else on your mind, you are always very welcome to get in touch. We're here for you.
1. General questions
What is your returns policy?
We want you to be completely happy with your purchase from Ace & Burlington, which is why we offer returns on all items within 30 days of delivery. The first 14 days of that window are your statutory right to cancel; the remaining days are our own goodwill extension. Full details are on our Returns & Refunds page.
How can I track my order?
Once your order has been dispatched you will receive a tracking number by email. You can follow your delivery through our Track My Order page or on the carrier's website.
Can I cancel or change my order?
We understand that plans change. Contact our customer service as soon as possible if you want to change or cancel an order and we will do our best to help. If you contact us within 24 hours and the order has not yet shipped, we cancel it free of charge.
2. Product questions
What size should I order?
To help you find the right size we provide a clear size guide on every product page. Please check it before ordering — our sizing can differ from standard UK high-street sizing, so measuring first is always worth the two minutes.
What material is this product made from?
Material information is listed in the “Product description” section of each product page. If you have further questions, don't hesitate to contact us.
How should I care for this product?
Care instructions are listed under “Product description” on the product page. We recommend following them so your item lasts as long as possible.
Can I get this product in other colours?
If other colours are available, they are shown directly on the product page. Looking for a particular colour? Get in touch and we'll gladly help.
3. Payment questions
Which payment methods do you accept?
You can pay by major credit and debit card, including Visa, Mastercard and American Express. All available payment methods are shown at checkout.
Is my payment information secure?
Yes. Your security matters to us. We use industry-standard encryption and trusted payment providers to protect your information on every transaction. We never see or store your full card details.
What currency are prices in?
All prices are shown and charged in pounds sterling (GBP).
4. Delivery questions
How long will my order take?
Orders are dispatched within 24 hours. Delivery then usually takes 5–15 working days, with final delivery in the UK handled by Royal Mail. More detail is on our Ordering & Delivery page.
Do you offer free delivery?
Yes — delivery is free on all orders within the United Kingdom, with tracking included.
Where do you ship from?
Our main warehouse is in China, and your parcel is handed over to Royal Mail for final delivery in the UK. This is also why our delivery window is 5–15 working days rather than next-day.
Do you ship outside the UK?
Not at the moment. We currently deliver to addresses within the United Kingdom only.
Do you deliver to PO boxes?
Yes, we deliver to PO boxes. Please make sure you enter a correct and complete address to avoid delays.
5. Contact questions
How can I contact customer service?
The easiest way is by email at info@aceandburlington.com.
What are your opening hours?
Monday–Friday: 08:00–20:00 and Saturday–Sunday: 08:00–16:00. We always aim to reply within 24 hours, including evenings and weekends.
How can I leave feedback?
We appreciate all feedback — it helps us get better. Send your thoughts to info@aceandburlington.com.
Do you have a physical address?
We do not currently have a physical shop. To keep our prices as low as possible we work with an external warehouse partner. Our registered company address is Christiaan Huygenshof 43, 1185 XH Amstelveen, The Netherlands — please note this is not a returns address.