Shipping and Returns

RETURN POLICY (USA AND CANADA)

Returns are on the house!

Holiday Gift Return and Exchange Policy:

  • Gifts purchased between November 16–December 24, 2020, are eligible for our extended holiday return policy (excluding final sale items).
  • Gifts purchased within that time frame can be returned by visiting your local shop or through our online returns process until January 17, 2021.
  • Original receipt and method of payment are required for a full refund and store credit is available with a gift receipt.
  • All garments must be unworn, unaltered, unwashed, undamaged and have both the original hangtag and blue care content label attached.
  • We do not offer price adjustments at any time.
  • No in-shop returns on Boxing Day, pretty please!

Markdown Merchandise:

  • Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments.

Sitewide Sale:

  • Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments.
  • Not valid on prior purchases.
  • Kit and Ace has the right to change, update, or discontinue sale at any time.

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:

  • 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. You can access your prepaid FedEx shipping label through the link provided in the email.

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

  5. Print and attach the shipping label. Please be aware that your shipping label is only valid for 10 days.

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

  7. 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)

Holiday Gift Return and Exchange Policy:

  • Gifts purchased between November 16–December 24, 2020, are eligible for our extended holiday return policy until January 17, 2021 (excluding final sale items).
  • Gifts purchased within that time frame can be returned by emailing returns@kitandace.com to request a return.
  • Original receipt and method of payment are required for a full refund and store credit is available with a gift receipt.
  • All garments must be unworn, unaltered, unwashed, undamaged and have both the original hangtag and blue care content label attached. Swimwear must be returned with hygienic liner intact.
  • We do not offer price adjustments at any time.

Markdown Merchandise:

  • Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments.

Sitewide Sale:

  • Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments.
  • Not valid on prior purchases.
  • Kit and Ace has the right to change, update, or discontinue sale at any time.

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:

  • 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) – $8*

*Orders over $75 qualify for free standard shipping

USA:

Standard (4-7 business days) – $8*

*Orders over $75 qualify for free standard shipping

Please note, you will be responsible for all duties, taxes and customs charges although orders under $800 are typically exempt.

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. All orders placed on kitandace.com will be processed and shipped within two business days (pending credit verification)*. Processing times do not include Saturdays, Sundays, Wednesdays, Thursdays or holidays. 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 pickup location.

ORDER CANCELLATIONS AND CHANGES

We process Kit and Ace orders very quickly so, unfortunately, we're not able to make changes once an order is placed. Please reach out to helpme@kitandace.com as soon as possible to request an order cancellation—will do our best to cancel it but cannot guarantee it.

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.