Customer care

RETURNS POLICY- IMPORTANT INFORMATION

At Ace + Jet we want you to be happy with your purchase. If you are unhappy with your chosen item, we will issue you with a credit note or exchange within 7 days of purchase. Items returned outside of this period may not be accepted.

Refunds are only accepted if for any reason you deem your Ace + Jet leather piece to be faulty due to a manufacturing fault. All claims for faulty leather pieces will be assessed on an individual basis and the outcome of a refund is at Ace + Jet's discretion. Credit notes are valid for use from 1 year of issue date. Ace and Jet do not offer returns for change of mind so please choose your bag carefully.

If you do deem an item to be faulty, please send an email to lisa@aceandjet.com to inform us of your concern prior.

Return Address > Include your Name and address on the parcel & ship to: 

Ace and Jet

7 Regatta Avenue

Caringbah, South, NSW

FAULTY ITEMS

If you believe you have received a faulty item, please contact us within 7 days of receiving it and we will be happy to assist you.

If your item is clearly faulty, you have two options 1. Return it and swap it for a new bag of the same style, or return it and request a refund.

To submit a claim for an exchange or refund for a faulty item the below conditions must be met:

  • You must contact us within 7 days of receiving your bag.
  • You must provide us photographic evidence of the fault
  • Returned to us within 14 days of it's arrival to you
  • In it's original Ace + Jet dust bag

Please note refunds are only offered if there is a clear fault with the bag. The following do not qualify as faults:

  • Too heavy
  • Too big
  • Too small
  • Strap length
  • Material preference
  • Looks different to images
  • Natural marks in the grain of the leather, not including scratches.

If all the criteria are met then you will be issued a refund to your original payment method.

SHIPPING COSTS OF FAULTY ITEMS

Shipping costs for the return of obviously faulty items will be paid by Ace and Jet and you will be emailed a shipping label to attach to your box. If you decide to swap your bag for another bag, your new bag will be shipped to you free of charge.

EXCHANGES

If you are wishing to exchange a leather piece, we will happily fulfill this provided that it is within 7 days of purchasing. The leather piece must be in its original and unused condition. It must be returned in it's dust bag.  It is your responsibility to cover the costs for return postage.

To ensure the return process is easy, please provide a postage bag with the return address information and contact details inside the bag your item is being returned in. If you cannot find any other of our pieces that is of interest to you for an exchange, we will offer you a credit note to the value of the original purchase. The credit note is valid for 12 months from the date of issue. Prior to returning any Ace + Jet piece, please kindly send an email through to lisa@aceandjet.com to notify us of your request/concern.

If you exchange your bag for a bag of greater value: you will be issued a PayPal request for the difference owing. If you exchange your bag for a bag of lesser value: the remaining amount owing to you will be issued to you in a gift card.

SHIPPING COSTS OF EXCHANGES

Shipping costs for exchanges and returns are the responsibility of the customer and are non-refundable.

When returning your Ace and Jet bag, it is advisable to use registered post as we cannot be held liable for any parcels lost in the mail.

Ace and Jet does not offer free shipping on change of mind exchanges. So, if you decide to exchange your bag for another style, you will be charged the fee of shipping your new bag to you, from our Warehouse in Sydney. You will be sent a PayPal request for the shipping fee which will be calculated based on your location and its proximity to our warehouse. 

Once this shipping fee (and any other amounts owing) are paid, your new bag will be shipped to you.

 

SALE ITEMS

Please note there are no exchanges, returns or refunds on sale items for any reason.

AFTERPAY RETURNS

Paid with Afterpay or ZipPay? The return policy stays exactly the same. If it's for a refund, once the return has been processed, Afterpay/ZipPay will cancel the amount off the end of your payments/refund your credit card depending on what you've paid to date.

INTERNATIONAL RETURN POLICY

Ace and Jet accepts either refund on faulty items or store credit on full priced items. Items need to be returned to Ace and Jet in the original packaging, tags attached & in its original condition within 14 days of the purchase date. Shipping cost is non-refundable & return shipping is at the customers expense.

Ace and Jet can not take responsibility for lost or
damaged goods once your order has left us and is in the hands of Australia Post. Extra cover/insurance can be purchased for 10% of the total cost of your order.