Refund policy

Returns & Refunds

Everything you need to know about returns, cancellations and refunds at Ace & Burlington.

Your return window: 30 days

You have 30 days from the day your order is delivered to return it. That single 30-day window is made up of two parts:

• Days 1–14 — your statutory right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel for any reason at all. We refund what you paid for the goods together with the standard delivery cost.
• Days 15–30 — our goodwill extension. We extend the same right by a further 16 days as a service to you, on the terms set out below.

Both periods start on the day you receive your order, so your total return window is 30 days — the two do not add together.

Talk to us first — you often don't need to send anything back

Before you post anything, email us. In many cases we can settle the matter without a return at all. Depending on the circumstances we may offer:

• a partial refund
• a discount on a future purchase
• a gift card
• a replacement product at no extra cost

The solution is always agreed with you, and for minor defects or lower-value items we will often simply refund you without asking for the item back — quickly, and with no extra hassle or cost for you.

Conditions for a return

To be accepted, a return must meet the following conditions:

• The item includes all of its original parts and components, and the packaging is in the same condition as when you received it.
• Trying an item on is fine — you may handle goods as you would in a shop. Damage caused by careless handling or use beyond that is not covered.
• Items where hygiene matters must be clean when returned.
• Any defect must be reported to us as soon as reasonably possible after delivery.
• Returns are processed within 7 working days of the parcel arriving back with us, once the conditions above have been checked.

We reserve the right to refuse a returned item, or to deduct a reasonable amount from your refund, if the item shows signs of use or damage beyond what is necessary to establish its nature, characteristics and functioning. We will always explain our assessment to you if this applies to your return, and any deduction will be itemised — never an automatic flat percentage. We never charge a restocking fee.

How do I return my order?

Step 1 — request your return. Email info@aceandburlington.com before sending anything back. Please include:

• Your order number
• The reason for the return
• A photo of the product (if there is any damage)
• Your first and last name
• Your address

Step 2 — wait for our confirmation. We will reply with the correct returns address and full instructions on how and where to send your parcel. Items sent back to us without first requesting a return cannot be accepted — parcels sent without our confirmation can go missing and we are unable to process them.

Step 3 — send it back. Pack the item well in its original packaging, include a note with your order number, and send it using a tracked service. Keep your proof of postage and tracking information until the return is settled.

Who pays for return postage?

Return postage is paid by you, the customer, unless the law says otherwise — that is, unless the item is faulty, damaged, or not what you ordered. In those cases Ace & Burlington covers all costs associated with the return.

Please note that our fulfilment centre is located outside the United Kingdom, so return postage may cost more than a domestic return. This is exactly why we ask you to contact us first: in many cases we can resolve it without a return, which saves you that cost entirely.

Refunds

Once we have received and approved your return, your refund is processed without undue delay and no later than 14 days after we receive the returned item back, or after you provide proof that you have sent it — whichever happens first.

Refunds are made using the same payment method you used for the purchase. No fee is charged for issuing a refund.

If you cancel within the first 14 days, we refund everything you paid us, including the standard delivery cost. Where you chose a more expensive, non-standard delivery method, the extra cost above our standard delivery is not refunded. Where a whole order is returned within days 15–30, we refund the price of the goods.

Faulty, damaged or incorrect items

If your item is faulty, damaged or not what you ordered, email us at info@aceandburlington.com with clear photos showing the problem. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery for a full refund, and after that you are entitled to a repair or replacement. Where goods are faulty, damaged or wrongly supplied, we cover every cost involved in putting it right, including return postage.

Exceptions to the right to cancel

For hygiene reasons, sealed goods cannot be returned once the seal has been broken. This applies to items such as underwear, swimwear, pierced jewellery and any personal care or beauty products. This exception is set out in the Consumer Contracts Regulations 2013 and does not affect your rights if an item is faulty.

Cancelling an order before it ships

If you want to cancel an order, contact us as soon as possible at info@aceandburlington.com. If you cancel within 24 hours of placing the order and it has not yet been dispatched, we cancel it free of charge and refund the full amount.

Once an order has been dispatched it can no longer be stopped. In that case, please wait for the parcel to arrive and return it under the returns process above. This 24-hour window is offered as a service and does not limit your right to cancel after delivery.

How to tell us you are cancelling

Tell us by a clear statement by email to info@aceandburlington.com. You may use our model cancellation form, but you do not have to. Once you have told us, you must send the goods back without undue delay and in any event within 14 days of your notification.

Orders in transit

Because our products ship from an overseas fulfilment centre, delivery times can be longer and are partly outside our direct control. If your order has already been dispatched we cannot stop it before delivery — you are welcome to notify us of your intention to return in advance, and then send the item back as soon as it arrives.

General

If a returned item is lost in transit, or cannot be recovered through circumstances outside your control, we will not deduct anything from your refund. If loss or damage occurs because the item was inadequately packed by you, a reasonable and itemised deduction may apply — never an automatic flat percentage.

Contact

For any question about returns, faults or cancellations you are always welcome to contact us at info@aceandburlington.com. We normally reply within 24 hours.
Monday–Friday: 08:00–20:00 · Saturday–Sunday: 08:00–16:00