Shipping and Returns

SHIPPING COSTS

We offer the following shipping options:

Canada:

Standard (4-7 business days) – Complimentary

Express (2-3 business days) - $10

Priority (next business day, if ordered before noon PST) - $20

USA:

Standard (3-5 business days) – Complimentary

Priority (next business day, if ordered before noon PST) - $20

From time to time, we may not be able to offer express and priority shipping methods.

Australia and New Zealand:

Express (3-7 business days) - $29 USD Please note, you will be responsible for all duties, taxes and customs charges.

United Kingdom, Netherlands, Hong Kong and Japan:

Express (3-7 business days) - $29 USD Please note, you will be responsible for all duties, taxes and customs charges.

Shipping times kick in when your item(s) have left our warehouse. For priority orders, we process your order on the same day if ordered before noon local time. All other orders placed on kitandace.com will be processed and shipped by the following business day (pending credit verification). Processing and delivery times do not include Saturdays, Sundays and holidays.

We will do our best to ship by the selected method, but if we cannot, you will not be charged.

WHERE WE SHIP

We ship within Canada, USA, United Kingdom, Australia, New Zealand, Netherlands, Hong Kong and Japan.

We do not ship to PO boxes or freight forwarders. Please contact helpme@kitandace.com for more information.

HOW WE SHIP

We ship through FedEx.

If you are not available at the time of drop off, FedEx will leave a note at your door with the next delivery attempt date or details of the closest pick up location.

TRACKING YOUR ORDER

Once a purchase has been made on kitandace.com, an email confirmation will be sent to the email address provided at checkout. Another email containing your tracking number will be sent once your order has been shipped and is en route to your door. Your tracking number is also available in your account. Check the status of your order at any time on FedEx.com

LOST AND DAMAGED ITEMS

Please contact helpme@kitandace.com immediately with any issues or concerns regarding your order – include a photo in your email if it is regarding a damaged item.

RETURN POLICY (USA AND CANADA)

Returns are on the house. You have 30 days from the day you receive your order to request a return on an item. Returns that are requested outside of the initial 30 days will not be accepted and are considered final sale.

All garments must be unworn, unaltered, unwashed and have both the original hangtag and care content label attached.

All marked down items are a final sale (with the exception of the UK) and are not eligible for an exchange, refund or credit note. Foundations (lingerie and underwear), lifestyle products and tailored and monogrammed items are all final sale. Note that we cannot refund any express shipping charges.

We do not accept partial returns on promotional orders.

Gift purchases (excluding items purchased as a final sale) can be exchanged or returned for a gift card at any shop in Canada within the return window. Online gift purchases with receipt can be returned and refunded to the original payment method or to a gift card within the return window. Please contact returns@kitandace.com for support with online gift purchases.

Gift cards may not be redeemed for cash or refunded unless required by law.

RETURN POLICY (UK)

Returns are on the house. You have 30 days from the day you receive your order to request a return on an item. Returns that are requested outside of the initial 30 days will not be accepted and are considered final sale.

All garments must be unworn, unaltered, unwashed and have both the original hangtag and care content label attached.

For a full refund we will need the original receipt and method of payment. Note that we cannot refund any express shipping charges.

Gift purchases with receipt can be returned and refunded to the original payment method or to a gift card within the return window. Please contact returns@kitandace.com for support with online gift purchases.

Gift cards may not be redeemed for cash or refunded unless required by law.

RETURN POLICY (AUSTRALIA, NEW ZEALAND)

Returns are on the house. You have 30 days from the day you receive your order to request a return on an item. Returns that are requested outside of the initial 30 days will not be accepted and are considered final sale.

All garments must be unworn, unaltered, unwashed and have both the original hangtag and content care label attached.

All marked down items are a final sale (with the exception of the UK) and are not eligible for an exchange, refund or credit note. Foundations (lingerie and underwear), lifestyle products and tailored and monogrammed items are all final sale. Note that we cannot refund any express shipping charges.

We do not accept partial returns on promotional orders.

Gift purchases with receipt can be returned and refunded to the original payment method or to a gift card within the return window. Please contact returns@kitandace.com for support with online gift purchases.

Gift cards may not be redeemed for cash or refunded unless required by law.

RETURN POLICY (JAPAN, HONG KONG, NETHERLANDS)

You have 30 days from the day you receive your order to request a return on an item. Returns that are requested outside of the initial 30 days will not be accepted and are considered final sale.

All garments must be unworn, unaltered, unwashed and have both the original hangtag and content care label attached.

All marked down items are a final sale (with the exception of the UK) and are not eligible for an exchange, refund or credit note. Foundations (lingerie and underwear), lifestyle products and tailored and monogrammed items are all final sale. Note that we cannot refund any express shipping charges.

We do not accept partial returns on promotional orders.

Gift purchases with receipt can be returned and refunded to the original payment method or to a gift card within the return window. Please contact returns@kitandace.com for support with online gift purchases.

Gift cards may not be redeemed for cash or refunded unless required by law.

RETURN PROCESS (USA AND CANADA)

1. To make a return to one of our Canadian shops, please visit our Locations page to find the shop nearest to you. If you do not live near one of our Canadian shops or would prefer to mail back your return, please follow the steps below.

2. If you have an account, login and click on My Orders to access your Order Details page. If you do not have an account, go to the Order Status/Returns page and enter the Order ID number and email address used to place the order. Please ensure that the website is in the country/currency that you ordered from. You can change this by clicking on the top right corner of our website.

3. Click on the Request Return button and follow the steps for the items that you would like to return.

4. Once you have completed these steps, you will receive an email confirming that your shipping label is ready on your Order Details page. This email can take up to 30 minutes to appear in your inbox. You cannot access the label until this email is received.

5. To access your pre-paid FedEx shipping label, return to the Order Details page by either logging into to your account or clicking here. Scroll to the bottom of the page and click the blue “Return Label” button. Your shipping label will open in a new window.

6. Place the item(s) in the original package.

7. Print and attach the shipping label. Please be aware that your shipping label is only valid for 7 days.

8. Please drop off your return package at the nearest FedEx Ground location.

9. Once we have received your package we will email you to confirm receipt. Your refund will be issued to the original method of payment. Please allow up to five business days for your credit card company to process the refund.

RETURN PROCESS (AUSTRALIA, NEW ZEALAND, UK)

1. Email returns@kitandace.com to request your return authorization number and let us know which item(s) you will be sending back for a return.

2. Our Guest Experience Team will arrange shipping back to the warehouse.

3. Once the return has been received at the warehouse and approved (items are in perfect condition with tags attached and are within the return period), please allow 3-5 business days for your credit card company to issue a refund into your account.

RETURN PROCESS (JAPAN, HONG KONG, NETHERLANDS)

Your order will be processed and shipped within two business days of the order being placed. It will arrive within 3-7 business days.

Our shipping fee to Japan, Hong Kong and the Netherlands is $29 USD.

Please note, you will be responsible for all duties, taxes and customs charges. If your order is then refused, you will still be responsible for charges incurred in shipping the package.

Returns

1. Email returns@kitandace.com to request your return authorization number and let us know which item(s) you will be sending back for return.

2. We do not provide return shipping labels for orders shipped to Japan, Hong Kong or the Netherlands. Please contact your local post office to purchase one. You can ship the return package to:

Kit and Ace Returns

140 – 16131 Blundell Rd. Richmond, BC, Canada V6W 0A3

3. Once the return has been received at the warehouse and approved (items are in perfect condition with tags attached and are within the return period), please allow 3-5 business days for your credit card company to issue a refund into your account.