Complimentary shipping and returns - more details
Complimentary shipping and returns - more details

Shipping And Returns

Shipping Costs

We offer the following shipping options:

USA and Canada:

  • Standard (4-7 business days) – Complimentary
  • Express (2-3 business days) - $10
  • 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 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 and Japan. Additional countries coming soon.

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.
Return Policy (North America)
We happily refund full-priced items within ten days from the date when you receive your package. The easiest way to exchange or return an item is in a shop with the original receipt (email or hardcopy). 

If you can’t make it into a shop, follow the Process for Returns below. Returns and exchanges are on the house. 

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

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

Gift items (excluding items purchased as a final sale) can be returned to any shop for an exchange with a gift receipt. A full refund can only be processed with the original receipt and method of payment, when the item is returned in the same country it was purchased from. 

Gift cards may not be redeemed for cash or refunded unless required by law.
Return Policy (UK)
Returns are on the house. You have 14 days from the day you receive your order to request a return on an item. From then, we will need to receive the item within 14 days of this request in order to process a return. Returns that are requested outside of the initial 14 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.

All marked down items are a final sale and are not eligible for an exchange or refund. Foundations (lingerie and underwear) and lifestyle products are all final sale. Note that we cannot refund any express shipping charges.

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 ten days from the day you receive your order to request a return on an item. Returns that are requested outside of the initial 10 days will not be accepted and are considered final sale.

All marked down items are a final sale and are not eligible for an exchange or refund. Foundations (lingerie and underwear), lifestyle products are all final sale.

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

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

Process For Returns (USA and Canada)
  1. Email returns@kitandace.com request your return shipping label and let us know what item(s) you plan to return.
  2. Place the item(s) in the original shipping package and place the return shipping label on the outside of the package. Write the return authorization number provided to you on the outside of this package.
  3. If you live in the USA, visit a FedEx Ground location or USPS to drop off your package. If you live in Canada take your package to a FedEx Ground location or arrange collection by calling 1 800 463 3339 (1 800 GoFedEx) or visiting FedEx.com.
  4. Once we have received your package, your refund will be issued to the original method of payment.
Process for Returns (UK, Australia, New Zealand)
Easiest way to return your order is through your closest showroom. 
  1. Drop off your return at your closest shop. Our showroom specialists will begin a return for you.
  2. Once the return has been 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.
If you don't live around a showroom, you can return your order through The Service.
  1. Email returns@kitandace.com to request your return authorization number and let us know which item(s) you will be sending back for exchange or return.
  2. Our Service Specialists will create a shipping label for you and provide instructions for arranging return shipment.
  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.
Process for Returns (Japan)

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 is 3200 Y

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 with Japanese orders. 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.