Returns & Exchanges
Our returns policy is easy, as it should be. We’re not here to catch anybody out, but don’t hesitate to ask if you have any questions. The gist of it is in bold below, but it’s on you to read the rest.
Any returns or exchanges MUST be arranged within 14 calendar days of delivery, and MUST be posted back to us at the expense of the customer within 30 calendar days after the return has been arranged. We do not offer free returns unless your item is damaged or otherwise faulty (see below)*, nor do we offer refunds on postage where a delivery service was provided to you. We will not grant any refunds or exchanges after the above time frames have passed, nor will we grant any refunds for our training programmes after the point of email dispatch. ANY returned item(s) must be unused, undamaged, and in their original packaging. ANY item(s) returned to us MUST include a note with your order number; if you do not do this, there is no guarantee we will be able to process your refund or exchange successfully (we need to know who you are to help you).
*If your item is damaged or found to be incorrect on arrival, send it back to us and we will refund your return postage costs once we receive and confirm everything, 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).
We obviously hope that you are happy with your purchase. However, if for any reason you’re not and want to arrange a return or exchange, please get in touch via the 'contact us' page, or email info@aceofironapparel.com (you can also use the semi-live chat button), just be sure to include your order number somewhere in the message. Alternatively, feel free to get in touch on Facebook or Instagram. We will then check that you are in adherence to this returns policy. Once confirmed, we will reply with a returns address so you can send your item(s) back to us. Once we receive your return, we will then inspect it for damage or wear. If all is well, we will then issue a refund or fulfil the exchange. Please DO NOT send any item(s) back to us until you have been given the returns address.
Please note that refunds (once issued) should take 5-7 working days to process, although in extreme cases this may extend to 10-14 working days (it's not our admin, it’s the banks).
As mentioned previously, any return postage costs are the responsibility of the customer, and any returned item(s) must be undamaged, unused (don't sweat in them - we can tell if they've had a crafty wash), and in their original packaging like anywhere else on the internet... we also recommend using a tracked delivery method, as we cannot be held responsible for any item(s) lost in transit back to us (more details on this can be found further down). The item is your responsibility until it reaches our location.
If you want an exchange and the item is of equivalent value, we'll send one out free of charge in the first instance (obviously you can’t swap a £20 t-shirt for a £28 cap). Although if you do want to exchange your item for something of higher value, we will simply charge you the difference. Easy.
In reference to our PDF training programmes: We WILL NOT issue any refunds after the point of purchase and email dispatch. This is because, unlike a physical item of clothing, we cannot regain control of an email, or the download link that populates after your purchase is successful, and "we'll just delete it mate" or “I just won’t press the download button” doesn't count either… It's your responsibility to read the individual training programme description to ensure this product is suitable for you before making a purchase. Remember, you can always ask us any questions you may have before purchasing via our social media platforms or email. We're always on hand to help. We work night shifts for the NHS too, so we might even respond if you have a burning desire to ask us something in the early hours.
ACTIONS IF YOUR ORDER HAS BEEN "RETURNED TO SENDER":
If your order was marked as “returned to sender”, there was likely an issue with your shipping address that made your order undeliverable. You can check your tracking history for details that might explain what exactly went wrong in this case. These orders eventually make their way back to our address (Ace of Iron Apparel Ltd) and will be refunded as a return, at which point we will be in touch to update you. This process usually takes around 7-14 working days for UK orders, or 28 days for international orders, but can take longer during busy periods. If your order was returned to us due to an incorrect shipping address, or reasons such as, but not limited to the fact that you were not known at the address provided, or that you failed to collect the item from the courier in the required timeframe, we will only refund the cost of the item(s) and not the initial shipping costs, as we have fulfilled our duty to provide a delivery/shipping service to you as per your instruction. Please note that we're unable to re-deliver once this status has appeared on your tracking link. If you would still like to purchase your chosen item(s), you will need to process a new order directly through our website.
Nothing in this "Returns & Exchanges Policy" affects your statutory rights.
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POST OFFICE (UK) RETURNS/EXCHANGE PROCESS
Please note, should you choose to return your parcel via the Post Office, this cost is met by you, the customer (unless your item is damaged or otherwise faulty as outlined above). Once you've arranged the return/exchange with us. Follow the step-by-step guide below. The same process applies to any other U.K. courier service.
- Re-pack and seal the item in the original packaging (because recycling and all that).
- Return your item(s) using the Post Office counters and be sure to obtain proof of postage (keep the receipt they give you). DO NOT post your item(s) without it. We advise our customers to return items using a tracked service such as 'second class signed for'. This is because the 'signed for' services insure your items value should you need to make a claim against the Post Office if they lose your parcel (more details on that can be found below)
- As mentioned, keep your receipts & certificate of postage safe as you will need this to prove your return. Once your return is received, and if you have requested a refund, it will take 5-14 working days for the funds to return to your account (it's not us, it's the banks). You will then receive an email stating your account has been credited. Please note, we do not cover any return shipping costs, this cost is met by the customer, nor do we refund any original shipping costs. If you have requested an exchange, we will dispatch your exchanged item to you ASAP following receipt and inspection (as per our returns policy). We will keep you continually updated via email in either case.
- Please note that Ace of Iron Apparel Ltd cannot be held responsible should your returned items be ‘lost in the post’ en-route back to us. Please allow 3-5 working days for U.K. delivery back to our address. If you suspect that your item has been ‘lost in the post’, we ask you to allow a maximum of 28 calendar days for delivery to us (claims against the Post Office/Royal Mail must be made within 100 calendar days of original postage). If you have not heard from us within 28 calendar days, please recheck your tracking number. If the item is still suspected ‘missing’, you will then need to contact your local Post Office to begin the claims process for a lost item (you will need your proof of postage receipt for this, which is why we've harped on about it so much... so do not lose it, the Post Office/Royal Mail will deny any claim without it). You will also be required by Royal Mail to prove your items value, which can be done so by sending them a copy of your original order confirmation email (the one we sent you after your purchase. If you’ve lost it, don’t panic, we can easily resend it). The Post Office/Royal Mail online claim-form can be accessed by clicking HERE