top of page
ACE Accessories® - New AI Logo.png

Shipping & Delivery Policy

Last updated: 11/12/2025

This Shipping & Delivery Policy explains how ACE Accessories® (“we”, “us”, “our”) handles order processing, shipping and delivery.

This Policy should be read together with our Website Terms and Conditions of Sale and our Refunds and Returns Policy. If there is any conflict between this Policy and those documents, the Terms and Conditions will prevail.

ACE Accessories® is based in the United Kingdom and ships to customers in the UK, EU and selected countries worldwide.

1. Order processing times

1.1 We aim to process and dispatch orders within [1–3] working days of payment being received and cleared, unless a different timeframe is stated on the product page (for example, for pre-order or back-order items).

1.2 “Working days” means Monday to Friday, excluding UK bank/public holidays.

1.3 During busy periods (such as promotions, seasonal peaks or unforeseen events), processing times may be slightly longer. We will take reasonable steps to keep you informed of any significant delays.

2. Shipping methods and delivery times

2.1 We offer a range of shipping options which may include, for example:

  • UK Standard Delivery – typically [2–5 working days] from dispatch

  • UK Express Delivery – typically [1–2 working days] from dispatch

  • EU and International Standard – typically [5–14 working days] from dispatch (destination-dependent)

The exact options available, estimated delivery times and charges will be shown at checkout.

2.2 Delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by:

  • Royal Mail or other couriers

  • Customs clearance processes

  • Incomplete or inaccurate delivery information

  • Events beyond our reasonable control (see Section 9)

2.3 Some remote or hard-to-reach locations may experience longer delivery times or may not be serviceable by certain shipping methods.

3. Shipping charges

3.1 Shipping costs are calculated at checkout based on:

  • Delivery address (country/region)

  • Shipping method selected

  • Order weight, size and/or value where applicable

3.2 From time to time we may offer free or discounted shipping promotions. Any such offers will be subject to the specific terms stated (for example, minimum order value, limited time, specific countries).

3.3 Shipping charges are normally non-refundable unless:

  • The item is faulty, damaged or not as described; or

  • We are required to refund them under applicable law or our Refunds and Returns Policy.

4. Delivery address and information

4.1 You are responsible for ensuring that the delivery address and contact details provided at checkout are accurate and complete.

4.2 We cannot be held liable for delayed or failed deliveries where the address or instructions supplied by you are incorrect or incomplete.

4.3 If a parcel is returned to us due to an incorrect address, failure to collect from a depot, or refusal of delivery, we may:

  • Refund the price of the products (subject to any deductions under our Refunds and Returns Policy) minus any shipping and return charges incurred; or

  • Re-send the parcel at your request, subject to payment of additional shipping costs.

5. Risk, title and proof of delivery

5.1 Risk of loss or damage to the products passes to you when the products are delivered to the address provided at checkout or to any person who reasonably appears to be authorised to receive the parcel at that address.

5.2 Title (ownership) of the products passes to you only once we have received full payment for the order.

5.3 We may use delivery confirmation, tracking information or courier records as proof of delivery.

6. Tracking and delivery confirmation

6.1 Where available, we will provide tracking information once your order has been dispatched. Not all shipping methods or destinations offer full tracking.

6.2 You are encouraged to monitor tracking updates and contact the courier or us promptly if there appears to be a problem with delivery.

6.3 If tracking shows an order as delivered but you have not received it, please contact us as soon as possible so we can investigate with the courier. We may ask you to:

  • Check safe places, neighbours or building reception;

  • Confirm that the address details provided were correct; and

  • Provide a written statement for the courier’s investigation, if required.

7. International shipping, customs and duties

7.1 We offer shipping to various countries outside the UK. Availability of international shipping and applicable shipping fees will be shown at checkout.

7.2 For orders delivered outside the UK, you are responsible for:

  • Ensuring that the products can be legally imported into your country; and

  • Paying any import duties, taxes, customs fees and handling charges that may be applied by your local customs authority or the courier.

7.3 We do not control these charges and cannot predict their exact amount. Customs policies vary widely from country to country; if you are unsure, you should contact your local customs office before placing an order.

7.4 If you refuse to pay customs charges or fail to comply with customs requirements, resulting in the parcel being returned or destroyed, we may:

  • Refund the product price minus any shipping, return, customs or handling charges we incur; or

  • Not be able to refund at all, where the goods cannot be returned to us in a resalable condition.

7.5 When returning goods to us from outside the UK, you must clearly mark the parcel as “returned goods” to help minimise further customs charges. Any charges incurred by us due to incorrect labelling may be deducted from your refund.

8. Lost, delayed or damaged parcels

8.1 If your parcel is significantly delayed beyond the estimated delivery window, please contact us at:

We will liaise with the courier and keep you informed.

8.2 A parcel will not normally be considered lost until the courier’s own investigation and timeframe for loss have been completed. This timeframe varies by courier and destination (for example, often 10–20 working days after the expected delivery date for international shipments).

8.3 If your order arrives damaged:

  • Please keep all packaging and contents;

  • Take clear photos of the damage; and

  • Contact us promptly with your order number and photos.

We will work with you and the courier to resolve the issue, which may involve a replacement or refund in line with our Refunds and Returns Policy.

9. Events outside our control

9.1 We are not responsible for delays or failure to deliver where this is due to events outside our reasonable control, including but not limited to:

  • Strikes, labour disputes or industrial action

  • Civil unrest, war, terrorism, or related events

  • Natural disasters, extreme weather, fire or flood

  • Epidemics, pandemics or public health restrictions

  • Disruptions to transport networks or customs operations

9.2 Where such an event occurs, we will take reasonable steps to:

  • Minimise its impact on your order; and

  • Notify you if your delivery is likely to be substantially delayed.

If there is a risk of significant delay, you may contact us to cancel the order and receive a refund for any products you have paid for but not received.

10. Pre-orders and back-orders

10.1 From time to time, certain products may be offered as pre-order or may go on back-order when temporarily out of stock.

10.2 Estimated dispatch and delivery dates for pre-orders or back-orders are provided in good faith but are not guaranteed and may be affected by supplier or manufacturing delays.

10.3 If we are unable to fulfil a pre-order or back-order within a reasonable timeframe, we will:

  • Notify you and provide revised estimates; and

  • Offer you the option to keep the order open or cancel it for a full refund of any amounts paid for that product.

11. Returns and exchanges

11.1 If you wish to return or exchange a product after delivery, this will be handled in accordance with our Refunds and Returns Policy, which sets out:

  • Your rights and time limits for returns and cancellations

  • Any non-returnable items (for example, personalised or hygiene-sensitive products once used)

  • Who pays for return shipping in different scenarios (faulty vs change-of-mind, etc.)

11.2 Nothing in this Shipping & Delivery Policy affects your legal rights as a consumer.

12. Changes to this Shipping & Delivery Policy

12.1 We may update this Shipping & Delivery Policy from time to time, for example:

  • To reflect changes in our shipping arrangements, carriers or pricing structures; or

  • To comply with changes in law or regulatory guidance.

12.2 Any updates will be posted on this page with an updated “Last updated” date. The version in force at the time you place your order will apply to that order.

13. Contact us

If you have any questions about this Shipping & Delivery Policy or your order’s delivery, please contact:

ACE Accessories
Cedar Lawn
76 Wickham Road
Beckenham
Kent
BR3 6QH
United Kingdom

bottom of page