We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we'll gladly accept the return of unused/unworn items.

IMPORTANT

In order for your return to be valid, YOU MUST NOTIFY US OF YOUR INTENT TO RETURN PRIOR TO SHIPPING THE ITEM BACK. Failure to do so will risk the items being lost, and your return will not be accepted (parcels from customers that did not notify us will not be accepted and will be returned to you).

ANY COSTS INCURRED (INCLUDING CUSTOMS DUTIES AND TAXES) AS A RESULT OF A FAILURE TO FOLLOW THE RETURN INSTRUCTIONS PROVIDED BY US VIA EMAIL OR HEREIN, SHALL BE DEDUCTED FROM THE REFUND OR CREDIT AMOUNT.

In addition, purchased items can only be returned at the place of purchase. For returns of items purchased in stores, please contact the respective stores. Likewise, we do not accept returns of items purchased on our website in stores.

Return Policy

Return Period: 

Returns and exchanges must be initiated within 7 days of receiving your order, and items must be received by ACE within 14 days from the date of purchase, barring any customs-related delays for returns from outside Japan.

Condition of Items:

  • All returned items must be in their original condition: unused, not hemmed, unwashed, unworn, and with tags attached.
  • All accessories and originally included items (such as cases, user manuals, and spare parts) must also be returned.
  • No returns or exchanges for discounted items are accepted.
  • For orders that include free gift promotions, no returns or exchanges will be accepted.
  • For the health and hygiene of all customers, certain items such as packing cubes and suitcase covers cannot be returned for any reason.

Exclusions:

  • Returns that do not meet these requirements will not be accepted.

  • Damages to the exterior incurred during potential customs inspections are exempt from returns and compensation.

Shipping Costs:

Defective item due to manufacturing issues or incorrect item received:

  • You will receive a full refund, and we will cover the return shipping cost.
    Please use the shipping label issued by us or follow the instructions provided by Customer Care.

Customer-initiated Returns (e.g., item not as expected, incorrect size, accidental order):

  • If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs from the refund. However, if you choose to be refunded via a cash coupon, we won't deduct the original shipping costs.
  • You will be responsible for all costs related to returns/exchanges, including return shipping, duties, and taxes.

 

How to Return/Exchange

Initiate a Return/Exchange

Within 7 days of receiving your order, please send your return/exchange request to customer service via global.clientcare@acejpn.com or live chat with the following details:

  • For Returns: Provide your order number, details of the item you want to return, and the reason for your return. We will get back to you with return instructions.
  • For Exchanges: Provide your order number, the item you would like to exchange, and the model/size of the item to be exchanged. We will reserve your desired item so it does not sell out while we await your package.

Package the Item(s)

Pack your item(s) and invoice into a bag or box.

Select Shipping Method

  • Use any courier service that offers tracking and signature on delivery to send the parcel back within the specified time to the address provided by Customer Care.
  • On the air waybill, include your invoice number and note "Return shipment to Japan".
  • All costs related to returns/exchanges shall be borne by you. The shipping fee quoted on our website for purchases under the free shipping threshold is not a reference for actual return costs.
  • We can arrange return shipping labels and pickup if preferred, with the return shipping costs deducted from your refund.

Send Return Tracking Number

Prepare a photo or scanned copy of the return invoice/receipt and the tracking number, then send it to global.clientcare@acejpn.com.

Refund Process

You may choose to receive your refund in the original form of payment or as store credit/coupon.

Once we receive the returned item(s), your refund will be initiated within 3-7 business days.

Refunds in the original form of payment may take up to 30 business days to reflect in your account, depending on your payment provider. If you do not receive your refund after 30 business days, please contact customer service via global.clientcare@acejpn.com or live chat for assistance.

Our store policies are also available in Traditional Chinese and French for reference purposes. However, please note that the English version is considered the official and most up-to-date version in the case of any discrepancies.