Shipping policy
Ordering & Delivery
Last updated: 2 September 2026
We want every order to arrive safely, on time and with no surprises. This policy explains where we deliver, how long it takes, what it costs, and what to do if something goes wrong with your delivery.
Where we deliver
We deliver to addresses within the United Kingdom only. We are unable to ship anywhere else at this time.
Ace & Burlington is an online store and does not operate a physical shop or a walk-in customer service point.
Where your order ships from
We want you to know exactly how your order reaches you. In many cases we ship products directly from our trusted suppliers rather than routing them through a warehouse of our own first. This means your parcel may be dispatched from overseas, including from China.
We work this way because it cuts out a handling step and keeps our prices down, and it is also the reason our delivery window is 5 to 15 working days rather than next-day. Your parcel is handed to a UK carrier for the final stage of delivery, and there is never anything to pay on arrival.
Handling and delivery times
Order cut-off. Orders placed before 17:00 (UK time) are usually processed the same business day. Orders placed after 17:00, at weekends or on public holidays are processed on the next business day.
Handling time. Orders are picked, quality checked and dispatched within 24 hours of being received by us, Monday to Friday.
Transit time. After dispatch, delivery normally takes 4 to 14 working days, depending on your address, the carrier used and the item ordered.
Estimated total. Most orders arrive within 5 to 15 working days from the day the order is placed.
These times are estimates. Delays can happen during busy periods or through circumstances outside our control, such as carrier delays, severe weather, local disruption or incorrect delivery information.
Delivery costs
We offer free standard delivery on every order within the United Kingdom, with tracking included on every parcel. There are no additional delivery charges at checkout, and nothing to pay on arrival.
Carriers
We work with external fulfilment and delivery partners. For the final stage of delivery within the UK, parcels are normally handed to Royal Mail, though another recognised carrier may be used depending on your order and the available shipping route.
Tracking your order
Once your order has been dispatched you will receive a shipping confirmation email containing your tracking number, normally within one working day. You can follow your parcel on our Track My Order page or on the carrier's own tracking page.
Please allow a little time for tracking to update after dispatch — carrier systems do not always update immediately, and tracking can pause for a few days while a parcel is in transit. That is normal and does not mean anything has gone wrong.
Responsibility for your parcel
Your order remains our responsibility until it is delivered into your hands, in line with the Consumer Rights Act 2015. If your parcel is lost or damaged in transit, contact us and we will resend your order or refund you in full.
Delivery problems
If your parcel is delayed, missing, damaged, or marked as delivered but not received, contact us and we will help. Before you get in touch, it is worth checking:
- your tracking information
- the delivery address on your order
- safe places around your property
- whether someone else at the address accepted the parcel
- any delivery card or notice left by the carrier
If that does not resolve it, email info@aceandburlington.com with your order number and any relevant detail. We will review it and take it up with the carrier or fulfilment partner where needed.
Damaged parcels
If your parcel arrives damaged, contact us as soon as possible and include:
- your order number
- photos of the damaged packaging
- photos of the damaged item, if the product itself is affected
- a short description of the problem
Where an item is damaged, faulty or incorrect, we handle it under our Returns & Refunds policy and we cover every cost involved in putting it right.
Incorrect or incomplete addresses
Please make sure your delivery address is complete and correct before you place your order. Ace & Burlington is not responsible for delays, failed deliveries or losses caused by an incorrect, incomplete or out-of-date address supplied at checkout.
If you spot a mistake in your address, email us at info@aceandburlington.com as quickly as you can. We cannot guarantee that an address can be changed once an order has been processed or dispatched, but we will do our best.
If a parcel is returned to us because the address was wrong or incomplete, we will offer you either a refund less the delivery costs we have incurred, or a re-shipment to a corrected address against a new delivery fee.
If the parcel is delivered to the address you supplied, but that address turns out to be the wrong one — a previous home address, or the wrong recipient — the delivery is treated as completed on our side, and we are unable to offer a refund or a free replacement.
Failed delivery and uncollected parcels
If a delivery attempt fails or your parcel is taken to a collection point, it is your responsibility to follow the carrier's instructions and collect it, or rearrange delivery, within the time the carrier allows.
If a parcel is returned to us because it was not collected, or because delivery could not be completed, contact us and we will look at the next steps with you. An additional delivery charge may apply if the order needs to be sent again.
Customs, duties and import charges
We deliver to the United Kingdom only, and UK orders carry no customs charges, import duties or handling fees. All prices are shown and charged in pounds sterling (GBP), and there is nothing further to pay when your parcel arrives.
Returns and cancellations
Information about cancelling an order, returns and refunds is on our Returns & Refunds page and in our Terms & Conditions.
Questions about delivery
Any question about delivery times, tracking, carriers or costs: email info@aceandburlington.com. We normally reply within 24 hours.
Monday–Friday: 08:00–20:00 · Saturday–Sunday: 08:00–16:00