RETURNS POLICY
Any returns or exchanges MUST be arranged within 14 calendar days of delivery, and MUST be posted back to us no later than 30 calender days after the return has been arranged. We will not grant any refunds or exchanges after these time frames have passed.
We hope that you are happy with your purchase. However, if you’re not, email
us with your order number somewhere in the message to aceofironapparel@gmail.com or send us a message on Facebook or Instagram.
We will then check you are in adherence to this returns policy. Once confirmed, we will reply with a returns address, where you can send your item(s) back to us. Once we receive and inspect the item we'll issue a refund or fulfil the exchange. Please note that refunds (once issued) should take 5-7 working days to process, although in extreme cases this may extend to 14 working days (its not our admin, its the banks).
Any return postage costs are the responsibility of the customer, and any returned item(s) must be un-used (dont sweat in them) 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.
If you want an exchange and the item is of equivalent value, we'll send it out free of charge (obviously you cant swap a £20 t-shirt for a £32.99 hoodie).
In reference to our PDF training programmes: We WILL NOT issue any refunds after the point of email dispatch. This is because, unlike a physical item of clothing, we cannot regain control of an email, and "we'll just delete it mate" 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.
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DELIVERY INFORMATION
Below are our FAQ's regarding our delivery operations and step by step instructions on how to arrange any returns.
Below are our FAQ's regarding our delivery operations and step by step instructions on how to arrange any returns.
*The free U.K. delivery code 'THATSACE' is only applicable to orders over £70, and is ONLY valid for use within the United Kingdom. If you use this code for delivery to any other country, we reserve the right to hold your order until we receive the correct postage fee.
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FAQ's
WHAT IF I HAVEN'T RECEIVED MY ITEM?
Although this is a super rare event, we kindly ask that you allow up to 1 week for delivery before getting in touch (mainly because that's all the postie says to us). 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 (tapping this automatically redirects you to the tracking website). If something on there doesnt 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, because we're normal humans who just want to help out those who choose to support us, and are always more than happy to chase anything up for you. We're also gen faster than the banks - we've never understood how it takes them a week to send an email...
WHAT DELIVERY SYSTEM DO YOU USE?
We use the 'Royal Mail Tracked 48' service for U.K. orders. This allows end-to-end tracking for your peace of mind, and means your orders should 'normally' be with you within 2-3 working days from the date of dispatch. You will receive a tracking number with your order confirmation, as well as an SMS and/or email (depending on what you provided during the checkout process) with a predicted day and time of the delivery. For overseas orders, we will continue to use the 'Post Office International Tracked' service.
PLEASE NOTE: We are a very small business and are only 'normally' able to make deliveries to our Royal Mail collection point at 09:00hrs on Mondays, Thursdays & Saturdays (subject to unexpected changes). Any orders placed after Mondays cut off time, or on a Tuesday for example might not be dispatched until Thursday. We will however make every effort to facilitate deliveries on Tuesdays, Wednesdays & Fridays, but please bare with us. If we have to delay your order for any reason, we will post this out at the earliest oportunity, and let you know via email.
FAQ's
WHAT IF I HAVEN'T RECEIVED MY ITEM?
Although this is a super rare event, we kindly ask that you allow up to 1 week for delivery before getting in touch (mainly because that's all the postie says to us). 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 (tapping this automatically redirects you to the tracking website). If something on there doesnt 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, because we're normal humans who just want to help out those who choose to support us, and are always more than happy to chase anything up for you. We're also gen faster than the banks - we've never understood how it takes them a week to send an email...
WHAT DELIVERY SYSTEM DO YOU USE?
We use the 'Royal Mail Tracked 48' service for U.K. orders. This allows end-to-end tracking for your peace of mind, and means your orders should 'normally' be with you within 2-3 working days from the date of dispatch. You will receive a tracking number with your order confirmation, as well as an SMS and/or email (depending on what you provided during the checkout process) with a predicted day and time of the delivery. For overseas orders, we will continue to use the 'Post Office International Tracked' service.
PLEASE NOTE: We are a very small business and are only 'normally' able to make deliveries to our Royal Mail collection point at 09:00hrs on Mondays, Thursdays & Saturdays (subject to unexpected changes). Any orders placed after Mondays cut off time, or on a Tuesday for example might not be dispatched until Thursday. We will however make every effort to facilitate deliveries on Tuesdays, Wednesdays & Fridays, but please bare with us. If we have to delay your order for any reason, we will post this out at the earliest oportunity, and let you know via email.
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.
I HAVE ENTERED THE WRONG DELIVERY ADDRESS, WHAT DO I DO NOW?
Please ensure that you enter the correct delivery address when placing your order. If the wrong address is entered, the customer will be charged to have the parcel sent back to us and to the correct address. Please note, the original shipping cost is none 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, we will chase you to confirm (via email/text though... not literally)
HOW DO I ARRANGE A RETURN?
Scroll down another couple of inches... we have literally wrote you a step by step guide. Scroll a bit further than a few inches for PayPal returns instructions or BFPO related information.
WHAT ARE YOU DOING TO BE MORE ECO FRIENDLY?
We use eco-friendly mailing bags that are produced from sugar cane, the greenest material on the market (gen). 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.
HOW DO I ARRANGE A RETURN?
Scroll down another couple of inches... we have literally wrote you a step by step guide. Scroll a bit further than a few inches for PayPal returns instructions or BFPO related information.
WHAT ARE YOU DOING TO BE MORE ECO FRIENDLY?
We use eco-friendly mailing bags that are produced from sugar cane, the greenest material on the market (gen). 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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POST OFFICE (UK) RETURNS
Please note if you choose to return your parcel via the post office this cost is met by the customer. Please get in touch for return delivery address information (this can be done via our instagram, facebook, or 'contact' section of the website). If you're super switched on, you'll notice that we wrote our returns address on the delivery bag under your address details. Once complete, 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 delivery bag with labels and tags still attached.
- Return your item(s) by using the Post Office counters and obtain proof of postage (the receipt they give you). Do not post your item(s) without it. We advise our customers to return items using a tracked service (e.g., '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 loose your parcel (more details can be found at #5)
- As mentioned, keep your receipts & certificate of postage safe as you will need this to prove your return. Once your return is received it will take 7-21 working days for the funds to return back 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.
- WORLDWIDE shipping returns should be arranged as per the above methods, but utilising your local or preferred postage provider if the 'Post Office' is not available to you in your country.
- Please note that Ace of Iron Apparel cannot be held responsible for the incredibly rare occasion when your returned items are ‘lost in the post’. Please allow 3-5 working days for U.K. delivery and 7-14 working day’s for worldwide delivery back to us. If your item is suspect to being ‘lost in the post’, we ask you to allow a maximum of 28 working day’s for delivery to us. If we have not received your item by that point, please recheck your tracking number. If the item is still suspected as ‘missing’, you will then need to contact your local post office to begin the post office/Royal Mail claim process for a lost item (you will need your postage receipt as proof of purchase for this, which is why we've harped on about it so much... so don't loose it). The Royal Mail online claim form can be accessed by clicking HERE
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PAYPAL RETURNS
Bought something but it didn’t fit, or simply changed your mind? Don’t worry. Send it back and PayPal will refund your return shipping cost*. Activate now via your Paypal account to enjoy this service on your next purchase. Please click the link for further information HERE
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BFPO ADMIN & ADVICE
HOW TO ADDRESS BFPO MAIL
Please seek advice from your chain of command regarding BFPO orders. Best practice has been to route orders through HQ BFPO in London.
Write a return address on the back of the mail. Use a BFPO postcode 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. Write ‘GB’ after the BFPO number or postcode if your order will be sent outside the UK. Do not write anything else - your mail may be delayed or sent to the wrong place and we cannot be held responsible.
ADDRESS FORMAT FOR SERVICE PERSONNEL
- Your service number, rank and name
- Your unit or regiment
- Operation or location name (if applicable)
- BFPO number
- 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 recipiant, 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 e.g. British contractors working at a British military establishment:
- 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
- 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
- Your name
- Your unit/department (school name)
- Location name (if applicable)
- BFPO number
- Your unit/department (school name)
- Location name (if applicable)
- BFPO number
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