Delivery Information
We are pleased to announce that we can now offer worldwide shipping. However, please note that we DO NOT pay or collect duties and/or import taxes for countries foreign to the United Kingdom of Great Britain. These taxes and duties are required (if applicable) to be paid for by the customer.
Regarding delivery dispatch timings: We are a very small business operating quite literally out of a converted garage... bougie right! However, because of this, we are 'normally' only able to make deliveries to our local Royal Mail collection point on Mondays, Thursdays & Saturdays (subject to unexpected changes - we're only human). We will try to facilitate deliveries on Tuesdays, Wednesdays & Fridays, but please bear with us (we do still work full-time for the NHS, so naturally our shift patterns can present some logistical challenges). If we must delay your order dispatch for any reason, we will always notify you via email. Thank you for your understanding.
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DELIVERY RELATED FAQ's
Below are our FAQ's (frequently asked questions) regarding our delivery operations. If you're here for information on returns & exchanges, you've come to the wrong place (you want this page)
WHAT DELIVERY SYSTEM/COURIER DO YOU USE?
We use the “Royal Mail Tracked 48” service for all U.K. clothing orders. This means your item(s) should 'normally' be with you within 2-3 working days from the date of dispatch (Friday afternoons and weekends don't count). You will receive a Royal Mail tracking number with your shipping confirmation email (clicking it will redirect you to the tracking website). You will also receive occasional SMS and/or email updates related to your delivery from Royal Mail (depending on what information you provided during the checkout process). You also have the option to sign up for ‘shop pay’ at the checkout, which will also allow end-to-end tracking for your piece of mind. For accessories, we use the “Royal Mail Untracked Second Class” service. International orders are sent utilising the "Post Office International Tracked" service, with a delivery timeframe of 7-14 working days depending on the customs department of the recipient country, this can be extended to 28 working days in extreme circumstances.
Please note, we will not issue a refund for the original postage/shipping costs if any orders that we fulfil and dispatch are eventually "returned to sender" i.e., Ace of Iron Apparel, for reasons not related to our operations, such as; you (the customer) were not able to take delivery and failed to collect your item(s) from the courier in the required timeframe; you provided any incorrect address information; or any other reasons including, but not limited to the fact that you were not known at the address provided. This is because we have fulfilled our duty and contractual obligation to post the item to the address you provided to us, and have incurred the costs to do so. In these circumstances, we will refund your order as a return, and will only issue a refund for the cost of the item(s) purchased and not the original shipping costs. A repeat order would then need to be completed for another delivery attempt to be made. More details on this can be found in our returns & exchanges policy
WHAT ARE YOUR DELIVERY/POSTAGE FEES?
United Kingdom (excluding Channel Islands) shipping is charged at £4.50 for all clothing items (fully tracked), £2 for small accessory products like stickers and PVC patches (untracked), and free for our training programmes or orders over £70 (your cart total, after any discount applied, must be greater than £70 to qualify for free shipping). Please note that we do not ship to UK "PO Box" addresses. International (worldwide) shipping is charged at an initial flat rate of £25 for letters and parcels weighing up to 2 kilograms (2kg), which for context, is approximately 10x t-shirts. This price will then increase in £25 increments for every 2kg of items added thereafter (for example, a 3kg order will cost £50 to ship worldwide). These £25 international shipping increments will progress to a maximum parcel weight of 9kg (which would cost £125 to ship worldwide). For reference, any international orders over 2kg may be shipped in separate parcels.
DO YOU SHIP TO BFPO ADDRESSES?
Yes we do. However the postage rates differ slightly. Standard shipping is £4.50 for all clothing items, £1.50 for small accessories as mentioned above, and £10 for orders over £70 in value to ensure your products are insured. In the interests of clarity, we only charge ‘cost’ for this postage method so that we can provide you with a delivery service whilst on deployment (to keep morale high and all that). There is more information of BFPO at the bottom of this page.
CAN I ASK FOR MY PARCEL TO BE DELIVERED TO A 'SAFE' PLACE?
You have the option to leave any special instructions or comments for our delivery courier during the checkout phase of your purchase (in the free text box). For example, to leave it with a neighbour or in a 'safe place' if you're not in. However, if you instruct our courier 'Royal Mail' to leave your parcel in any alternative 'safe' or 'special' place, you accept any and all responsibility if it is then lost, stolen or damaged. This is because your parcel has been delivered correctly as per your instructions; if it then goes missing or is damaged 'after the fact', we cannot be held responsible. This does not apply to international orders.
WHAT IF I HAVEN'T RECEIVED MY ITEM?
If you need to get in touch with us to request an update on your orders whereabouts, you must provide us with your order number, shipping address, and the email you used during the checkout process. This is so we can crossmatch your details against the order system to verify your purchase, without these details we cannot conduct an investigation for you, and we will not be able to offer you a replacement if your product has indeed been lost in the post (just like any other physical shop, you need to provide proof of purchase). Although this is a super rare event, we kindly ask that you allow 7-10 working days for delivery before getting in touch (mainly because that's all the postie says to us when we ask earlier than 7-10 days). For international orders, please allow a maximum of 28 working days for delivery. We are aware that the British postal service can be somewhat 'tedious', so if you find yourself asking "where's my order?", please check your 'order dispatched' email for your tracking number (remember the green button we mentioned earlier - click that). If something on there doesn’t look right, i.e., a few days have passed since the latest update, please get in touch with us ASAP and we will investigate this for you. We always try to avoid any formal disputes, mainly because we're normal humans who just want to help those who choose to support us. We are always more than happy to chase anything up for you. We're also gen faster at investigating this sort of thing than the banks if you did raise a dispute through them - we've never understood how it takes them a week to send an email...
WHAT IF MY ITEM IS SHOWN AS "DELIVERED", BUT I DON'T HAVE IT?
If your order has been marked as "delivered" by our courier (Royal Mail), but you genuinely do not possess it and believe this information to be false, please get in touch with us ASAP. This issue is incredibly rare, but we live in a world where these things can happen. It isn't necessarily because of anything sinister either; it can merely be due to a simple mistake made by the courier, for example. Either way, this is a very important issue that needs to be handled sensitively, efficiently, and quickly. If applicable, please check with your neighbours and those in your household who may have taken in the item(s) on your behalf, and without teaching you to suck eggs, please check around your property in the first instance. If you still cannot find the item(s) and need to raise the issue with us, WE WILL in EVERY instance, ask you to first complete, sign, and return to us a "Denial of Receipt (DOR)" document. NOTHING will be progressed in terms of refunds or exchanges without this form being completed in its entirety. If you believe a crime has been committed, you must notify the police, who will handle the matter. If you do not believe a crime has been committed, we will handle the matter. After completion of the DOR form, we will post a replacement out to you to ensure you get the item(s) you originally ordered. Cash refunds WILL NOT be granted for "lost items" when an exact replacement is stocked and readily available to resend; we will fulfil the original sales contract only. If a replacement item is not stocked and available, we will offer you an exchange or a cash refund. If your item is eventually found, please notify us.
WHAT IF MY ITEM IS DAMAGED?
If there is any fault with your item, please notify us within 24hrs of receiving the goods so we can investigate this. If you don’t, that’s on you..
If your item is damaged on arrival, send it back to us and we will refund the return costs once we receive it and confirm the damage, up to the value of your original shipping charge (i.e., no more than £4.50 on the condition that you provide a receipt as proof of postage). To that end, please only use either the Post Office “1st or 2nd Class Signed For” services, or the closest alternatives if you use another courier. If you return the item to us by the Royal Mail “special delivery service”, or any other service that costs more than £4.50, you will still only be refunded a maximum of £4.50 (as specified above).
I HAVE ENTERED THE WRONG DELIVERY ADDRESS (MY BAD), WHAT DO I DO NOW?
Obviously, please ensure that you enter the correct delivery address when placing your order. However, if the wrong address is entered (and if this is after the point of dispatch), the customer will be charged to have the item(s) sent back to us and then on to the correct address. Please note, the original shipping cost is non-refundable. This is a cost met by the customer to have goods shipped to them. Although if we notice any obvious mistakes such as dodgy post codes (or if the computer says no - which it often does if your address is wrong), we will chase you (not literally) to confirm your address via email or automated text. Failure to respond within 7 days will result in an immediate refund and your item being returned to our stock.
WHAT ARE YOU DOING TO BE MORE ECO FRIENDLY
We gen use eco-friendly mailing bags that are produced from sugar cane, the greenest material on the market. They are all fully recyclable, and the 50-micron material makes it an improved environmental solution. They're the same strength as standard polythene bags and carbon neutral, as the CO2 taken from the atmosphere in the growing process offsets the emissions of production and transport.
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BFPO RELATED ADMIN & ADVICE
We will ship to BFPO addresses using the Post Office. Just note that this service is not known for it’s reliability. There is also a slim chance that any parcel sent using BFPO may be returned to us as the sender. So please allow 2-4 weeks for delivery or updates (note: we cannot track BFPO parcels). Please also seek advice from your chain of command regarding BFPO orders. Use a BFPO postcode or number if you’re ordering goods online. If you use a BFPO postcode instead of a BFPO number, it’ll still arrive but it may take longer.
ADDRESS FORMAT FOR SERVICE PERSONNEL:
Please provide us with the following information at the checkout:
- Your service number, rank, and name
- Your unit or regiment
- Operation or location name (if applicable)
- BFPO number
ADDRESS FORMAT FOR FAMILY/FRIENDS/PARTNERS ETC:
Use this format if you are sending an item to a family member/partner/friend etc who is a serving member of the British Armed Forces, and is deployed overseas or on operations whereby a BFPO system is in place (please confirm with the recipient, they will know). It may also be used if the recipient is a non-serving member of the British Armed Forces who have been informed that they are entitled to use the BFPO system.
Please provide us with the following information at the checkout:
- Name of recipient
- The recipients service number, rank and name
- The unit or regiment they are deployed with
- The operation or location name (if applicable)
- BFPO number
ADDRESS FORMAT FOR NON-SERVICE PERSONNEL ENTITLED TO USE THE BFPO SYSTEM:
Please provide us with the following information at the checkout:
- Your name
- Your unit/department (school name)
- Location name (if applicable)
- BFPO number
If you're not entitled to use BFPO (i.e., you try pulling a fast one) and your parcel goes missing, that's on you buddy. The above guidance is taken directly from the government website. Customers wanting to order from BFPO addresses are advised to read all relevant information at the following link: www.gov.uk/bfpo