Shipping and Returns

RETURN POLICY (USA AND CANADA)

Returns are on the house!

Regular Priced Merchandise:

  • You have 30 days from the date you receive your order to visit your local shop to complete your return, or to process the return through our website.
  • Returns requested outside of the initial 30-day period will not be accepted and are considered final sale.
  • All garments must be unworn, unaltered, unwashed, and have both the original hang tag and blue care content label attached.
  • We do not offer price adjustments at any time.

Markdown Merchandise:

  • All marked down items are final sale and are not eligible for an exchange, refund, credit note, or price adjustment.

Exchanges:

  • We do not offer exchanges by mail.
  • You can return your regular-priced merchandise for a refund and re-order the correct item/size to be mailed back to you, or visit a local shop to complete the exchange.

Gift Purchases:

  • Gift purchases (excluding final sale items) can be exchanged or returned for a gift card at any shop within 30 days.
  • Online gift purchases (excluding final sale items) can be returned and refunded to the original payment method with the original receipt or to a gift card within 30 days.
  • Please contact returns@kitandace.com for support with online gift purchases.

Gift Cards:

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

Items Not Eligible for Return:

  • Lingerie and underwear
  • Lifestyle products
  • Tailored, hemmed, and monogrammed items
  • Gift cards
  • We do not accept partial returns on promotional orders
  • Shipping charges

RETURN PROCESS (USA AND CANADA)

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

  1. 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 the flag the top right corner of our website.

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

  3. Once you have completed these steps, you will receive an email confirming that your return has been set up and authorized.

  4. To access your prepaid FedEx shipping label, return to the Order Details page by either logging into your account or by clicking here. Scroll to the bottom of the page and click the blue ‘Return Label’ button. Please note it can take up to 30 minutes from the time you initiate your return for this button to appear.

  5. Your shipping label will open in a new window. Print and attach the shipping label. Please be aware that your shipping label is only valid for seven days.

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

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

  8. 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.
Questions about your return? Email returns@kitandace.com

RETURN POLICY (UK, AUSTRALIA, NEW ZEALAND, JAPAN, HONG KONG, NETHERLANDS)

Regular Priced Merchandise:

  • You have 30 days from the date you receive your order to email returns@kitandace.com to request a return.
  • Returns requested outside of the initial 30-day period will not be accepted and are considered final sale.
  • All garments must be unworn, unaltered, unwashed, and have both the original hang tag and blue care content label attached.
  • We do not offer price adjustments at any time.

Markdown Merchandise:

  • All marked down items are final sale (with the exception of the UK) and are not eligible for an exchange, refund, credit note, or price adjustment.

Exchanges:

  • We do not offer exchanges by mail.
  • You can return your regular-priced merchandise for a refund and re-order the correct item/size to be mailed back to you, or visit a local shop to complete the exchange.

Gift Purchases:

  • Online gift purchases (excluding final sale items) can be returned and refunded to the original payment method with the original receipt or to a gift card within 30 days.
  • Please contact returns@kitandace.com for support with online gift purchases.

Gift Cards:

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

Items Not Eligible for Return:

  • Lingerie and underwear
  • Lifestyle products
  • Tailored, hemmed, and monogrammed items
  • Gift cards
  • We do not accept partial returns on promotional orders
  • Shipping charges

RETURN PROCESS (UK, AUSTRALIA, NEW ZEALAND, JAPAN, HONG KONG, NETHERLANDS)

  1. To process a return from the United Kingdom, Australia, New Zealand, Japan, Hong Kong, or the Netherlands please e-mail returns@kitandace.com to request your return authorization number and let us know which item(s) will be sent back for return, and what the reason for the return is.

  2. Once you have emailed us to process your return request, you will receive an email with a return authorization number within two business days.

  3. We do not provide return shipping labels for orders shipped to the UK, Australia, New Zealand, Japan, Hong Kong or the Netherlands. Please contact your local post office to purchase one.

  4. Write your return authorization number on the outside of your package and then ship the package to:

  5. Kit and Ace Technical Apparel Inc.
    Kit and Ace Returns (NRI)
    19358 24 Ave
    Surrey, British Columbia, V3Z 3S9
    Canada

    *Your Return Authorization Number must be referenced on the package to ensure a refund

  6. Once the return has been received at the warehouse and approved (items are in perfect condition with tags attached) please allow three to five business days for your credit card company to process the refund.
Questions about your return? Email returns@kitandace.com

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 (4-7 business days) – Complimentary. Please note, you will be responsible for all duties, taxes and customs charges for single orders over $800.

Priority (next business day, if ordered before noon PST) - $20. Please note, you will be responsible for all duties, taxes and customs charges for single orders over $800.

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.

*Please note we are moving warehouses on October 19th. Only standard delivery will be available to Canada and US guests until October 22nd. Orders placed between 12pm on Friday October 18th – Monday October 21st will ship out on October 22nd.

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 pickup 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.