FREQUENTLY ASKED QUESTIONS (FAQ)

Table of Contents

FREQUENTLY ASKED QUESTIONS (FAQ)

We have provided a list of answers to the most frequently asked questions in the FAQ section. If you have further questions, please contact us.

ONLINE PURCHASE

  • My order didn’t go through. What can I do?

    Please contact our Customer Care Team via live chat, contact form or ace@lingble.com.

  • My order has been declined – do I need to place a new order?

    Please contact our Customer Care Team via live chat, contact form or ace@lingble.com.

  • Why should I set up an account?

    Creating an account on the ACE website comes with several benefits. By signing up, you will be able to move through the checkout process more quickly, manage your personal information, and track your orders. In addition, members receive exclusive discount campaigns and promotions.
    Create your account here.

  • How to redeem coupon code?

    The ''Enter Promo Code'' box is inside your shopping cart. Click on the shopping cart icon and it will bring you to the page where you can apply the coupon code under ''Enter Promo Code'' box.

  • Can I change my order after it is placed?

    If you need to make any changes to your order after it has been shipped, it may be difficult to do so. However, you can contact the ACE Customer Care Team for assistance. You can reach out to them through live chat, the contact form, or by emailing ace@lingble.com. The team will do their best to help you with your request and provide you with information on any available options.

  • Can I choose the currency that I prefer?

    The currency depends on the ship-to-country and is fixated automatically upon check-out.

  • What forms of payment does ACE accept?

    We accept the following forms of payment: MasterCard, VISA, American Express, JCB, DinersClub, Discover card, Alipay, WeChat Pay, and PayPal.
    *Please note that some payment options might not be available in your area. If you encounter any issues with payment, kindly contact our Customer Care Team via live chat, contact form, or ace@lingble.com.

  • When will my credit card be charged?

    Your credit card will immediately be charged upon purchase.

  • How do I reset my account password?

    Please access the login page, click on "Login" and then select "Forgot your password?" Next, enter your email address to receive a password reset link.

  • How can I receive the latest news and updates?

    Without logging-in:
    You can either subscribe when you get the newsletter pop-up box, or you can scroll down to the bottom of each page until you see the ''Subscribe Newsletter'' box on the right-hand side.
    After logging-in:
    Go to 'My account' >> ''Email Subscription'' and click ''Edit''

  • How can I unsubscribe to newsletter?

    After logging-in, go to 'My account' >> ''Email Subscription'' and click ''Edit''.

  • How can I cancel my order?

    Once we ship out your order, it would be difficult. Please contact our Customer Care Team first via live chat, contact form or ace@lingble.com.

  • How do I order online at ACE global ?

    To start shopping on the ACE website, first select your preferred delivery country using the "Shipping Destination" option at the bottom left of the website. Browse through the available categories, such as luggage or accessories, and select the item you want to purchase. Click the "Add to cart" button to add the item to your shopping cart and proceed to checkout.
    You can also use the search function to find your preferred item. During checkout, you can choose to place your order as a guest or sign into your ACE account for a faster and more efficient checkout process. Enter your data, including shipping and billing addresses and payment information. Once you have entered all the necessary information, click "Place Order" to complete your purchase.
    If you have any questions, please don’t hesitate to reach out to our Customer Care Team by via live chat, contact form or ace@lingble.com. They will be happy to assist you with any inquiries you may have.

SHIPPING & DELIVERY

  • How fast is the delivery?

    Our customers typically receive their orders within 4-6 days of shipping.
    Most East Asian countries and North America: 4-5 days
    Rest of World: 5-6 days

  • Where do you ship my order from?

    Japan.

  • I cannot find my country on the country selector. Can I still order from you?

    Certainly. If your country is not listed on the country selector, please select 'Other Locations'. Please note we do not ship to below countries from global site:
    Afghanistan
    Belarus
    Congo
    Crimea
    Cuba
    Iran
    Iraq
    Japan (For purchase, please visit the official Japanese website)
    Lebanon
    Liberia
    Libya
    Moldova
    North Korea
    Russia
    Somalia
    Sudan/South Sudan
    Syria
    Tajikistan
    Yemen
    Zimbabwe

CUSTOMS/TAXES

  • Do I need to pay taxes and duties to the courier upon delivery?

    We ship on a DDP (Delivery Duty Paid) basis, which means that all custom duties are included in the product price. There may be instances in which additional taxes need to be paid. Any such additional taxes will be calculated according to your specific address and itemized at checkout.

  • What should I do if the courier asks me to pay taxes and duties

    Please contact our Customer Care Team first via live chat, contact form or ace@lingble.com.

STOCK

  • Can you check the availability of a product in local store?

    Please contact respective stores for such enquiry:
    https://www.ace-dot.com/english/store/

  • How can I be notified if the product I want is back in stock?

    When a particular size/color of an item is out-of-stock, you can click on the size/color selector and ''Notify Me'' link will show up. Please enter your email address and then click ' Submit'. You will not receive any confirmation email upon submission but will receive a notification when the item is back in stock.

RETURNS/EXCHANGES

  • What is the return policy?

    - Returns and exchanges must be initiated within 7 days of receiving your order and items must be received by ACE within 30 days from the date of purchase, barring any customs-related delays for returns from outside Japan.
    - All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.
    - All accessories and items accompanied by items originally (such as cases, user manuals, and spare parts) must also be returned.
    - No returns or exchanges for discounted items are accepted.
    - For orders that enjoy free gift promotions, no returns or exchanges will be accepted.
    - Returns that do not meet the above requirements will not be accepted.
    - If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged 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 in relation to returns/exchanges, including return shipping costs, duties and taxes.
    - For the health and hygiene of all customers, certain items such as packing cubes and suitcase covers cannot be returned for any reason. We appreciate your understanding and kindly ask that you take note of this policy before making a purchase.
    - Please note that damages to the exterior incurred during potential customs inspections are exempt from coverage and compensation. We appreciate your understanding of this policy.
    - Learn More: https://www.ace-bags.com/default/returns.html

  • Can I return a product that was bought during sale?

    No returns or exchanges for discounted items are accepted. Only product exchange due to product defects is possible. If you have received the wrong item, please contact us immediately at ace@lingble.com.

  • Do I have to bear the return shipping costs?

    Yes and you will need to contact your preferred courier with tracking service and arrange the return shipment. Unless the product has a defect or you receive the wrong one, you have to cover the shipping fees.

  • What is the estimated return shipping costs? Is it close to the shipping fee quoted on the website when the order is below free-shipping threshold?

    Please contact your preferred courier with tracking service to your quote. The shipping fee quoted on the website under free-shipping threshold is not a reference for the actual return costs.

  • How can I return my order?

    First check if your order fulfills the return policy and contact our Customer Care Team via live chat, contact form or ace@lingble.com next.

  • How long does it take for a refund to be issued?

    Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact Customer Care Team via live chat, contact form or ace@lingble.com next.

  • What should I do if the product I have just received seems defective?

    Please contact Customer Care Team via live chat, contact form or ace@lingble.com immediately.