Shipping policy

 

Thank you for shopping at aceprob.shop.

This Shipping Policy explains how orders placed through aceprob.shop are processed, shipped, tracked, and delivered. It also explains what customers should do if an order is delayed, lost, damaged, returned to sender, or delivered incorrectly.

aceprob.shop offers women’s fashion clothing, including dresses, mini dresses, fashionable jeans, playful skirts, slim-fit trousers, and other related apparel.

By placing an order through aceprob.shop, you agree to the shipping arrangements described in this policy.

1. Shipping Destinations

aceprob.shop currently provides standard delivery to valid residential and business addresses within the United Kingdom.

Customers must provide a complete and accurate delivery address during checkout.

We may be unable to deliver to:

• Addresses outside our available delivery area;

• Incomplete or invalid addresses;

• Certain restricted or remote locations;

• Mail forwarding services;

• Freight forwarding addresses;

• Hotels or temporary accommodation without sufficient recipient information; or

• Locations that our delivery partners are unable to service.

If we cannot deliver an order to the address provided, we will contact the customer using the email address or telephone number submitted during checkout.

2. Free Standard Delivery

All eligible orders placed through aceprob.shop receive free standard delivery.

There is no minimum purchase amount required to qualify for free standard delivery.

Customers will not be charged a standard shipping fee at checkout unless an alternative paid delivery service is clearly selected and accepted by the customer.

Free standard delivery does not include:

• Redelivery charges caused by an incorrect address;

• Charges resulting from repeated failed delivery attempts;

• Costs associated with unauthorised return shipments;

• Premium or expedited shipping services;

• International forwarding charges; or

• Additional services requested directly from a delivery provider.

Any additional charge that applies to an order will be clearly disclosed before the customer completes payment.

3. Estimated Delivery Time

The estimated delivery time for standard orders is 15–20 days from the date the order is successfully confirmed.

This timeframe is an estimate rather than a guaranteed delivery date.

The estimated delivery period includes the time reasonably required to:

• Confirm the order;

• Verify payment;

• Prepare the products;

• Complete quality checks;

• Package the order;

• Transfer the parcel to the delivery provider; and

• Transport the parcel to the delivery address.

Orders containing multiple products may require additional preparation or may be delivered in separate parcels.

Delivery may take longer during:

• Public holidays;

• Seasonal sales;

• Promotional periods;

• Periods of unusually high order volume;

• Severe weather;

• Carrier network disruption;

• Transport strikes;

• Customs or security inspections where applicable;

• Public emergencies;

• Technical system interruptions; or

• Other events outside our reasonable control.

We will make reasonable efforts to keep customers informed where we become aware of a significant delay.

4. Order Confirmation

After an order is successfully placed, the customer will normally receive an order confirmation email.

The confirmation email may include:

• The order number;

• The products ordered;

• The delivery address;

• The amount paid;

• The selected delivery method; and

• Other relevant transaction information.

Customers should review the confirmation email promptly.

If any information is incorrect, contact us immediately at info@aceprob.shop.

Receiving an order confirmation does not necessarily mean that an order has already been dispatched.

5. Order Processing

Orders are processed after payment has been successfully authorised or received.

Before dispatch, we may carry out reasonable checks relating to:

• Payment authorisation;

• Fraud prevention;

• Delivery address accuracy;

• Product availability;

• Order quantity;

• Customer contact details; and

• Website security.

An order may be delayed if additional verification is reasonably required.

If we need more information, we will contact the customer using the details provided during checkout.

Failure to respond to a verification request may result in the order being delayed or cancelled.

6. Order Changes

Customers should carefully review the following information before completing checkout:

• Product;

• Size;

• Colour;

• Quantity;

• Recipient name;

• Delivery address;

• Postcode;

• Email address; and

• Telephone number.

To request a change, contact info@aceprob.shop as soon as possible.

We will make reasonable efforts to assist, but changes cannot be guaranteed after an order has entered processing, packaging, or dispatch.

Once a parcel has been handed to the delivery provider, we may be unable to change:

• The delivery address;

• The recipient;

• The delivery method;

• The products ordered;

• The size or colour; or

• The number of items.

aceprob.shop is not responsible for delays or delivery failures caused by information entered incorrectly by the customer.

7. Order Cancellations Before Dispatch

To request cancellation before dispatch, email info@aceprob.shop as soon as possible.

Please include:

• Your full name;

• Your order number;

• The email address used for the order; and

• A clear statement requesting cancellation.

We will attempt to stop the order where reasonably possible.

However, cancellation cannot be guaranteed once the order has entered processing or has been dispatched.

If the order has already been dispatched, the customer may need to receive the parcel and follow the return procedure described in our Return and Refund Policy.

This section does not limit any statutory cancellation rights available under United Kingdom consumer law.

8. Dispatch Confirmation and Tracking

When tracking information is available, customers will normally receive a dispatch confirmation email containing a tracking number or tracking link.

Tracking information may take several days to update after the parcel has been transferred to the delivery provider.

A temporary lack of tracking updates does not necessarily mean that the parcel has been lost.

Possible reasons for delayed tracking updates include:

• The parcel is awaiting its first carrier scan;

• The parcel is moving between distribution centres;

• The delivery provider has not uploaded its latest data;

• The tracking system is undergoing maintenance;

• The parcel is being transferred between delivery partners; or

• The parcel is awaiting local delivery processing.

Customers should allow a reasonable period for tracking information to update before contacting customer service.

9. Separate Shipments

An order containing multiple products may be divided into two or more parcels.

This may happen where:

• Products are stored at different fulfilment locations;

• Products become ready for dispatch at different times;

• A parcel would otherwise exceed carrier size or weight limits;

• Separate delivery is more efficient; or

• Operational circumstances require separate fulfilment.

Separate parcels may arrive on different dates.

Customers will not be charged additional standard shipping fees when we divide an order into multiple shipments.

A customer should not assume that an item is missing until all expected parcels have been delivered or the estimated delivery period has passed.

10. Delivery Providers

We may use different postal, courier, fulfilment, and logistics providers depending on:

• The delivery address;

• Product availability;

• Parcel size;

• Operational capacity;

• Delivery network availability; and

• Other practical considerations.

We do not guarantee that a particular courier will be used.

A parcel may be transferred between more than one delivery provider before final delivery.

The final-mile delivery provider may contact the customer by email, telephone, text message, or delivery notification where required.

Customers should use caution when receiving delivery messages and should not provide passwords or unnecessary financial information to anyone claiming to represent a courier.

11. Delivery Attempts

The delivery provider may:

• Deliver the parcel directly to the recipient;

• Leave the parcel in an agreed safe place;

• Deliver it to a neighbour where permitted;

• Redirect it to a local collection point;

• Leave instructions for redelivery; or

• Make another delivery attempt.

The available options depend on the delivery provider and local delivery conditions.

Customers are responsible for following any reasonable collection or redelivery instructions issued by the carrier.

Where a parcel is not collected within the carrier’s permitted collection period, it may be returned to sender.

12. Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address.

The address should include:

• Recipient’s full name;

• House or building number;

• Street name;

• Flat or unit number where applicable;

• Town or city;

• Postcode;

• Country; and

• Any necessary delivery instructions.

If the address is incomplete or incorrect, the parcel may be:

• Delayed;

• Delivered to the wrong location;

• Held by the carrier;

• Returned to sender; or

• Declared undeliverable.

Contact info@aceprob.shop immediately if you identify an address error.

We cannot guarantee that an address can be corrected after processing has started.

Where an order is returned because the customer provided an incorrect or incomplete address, reasonable redelivery costs may apply where permitted by law.

13. Failed Delivery and Unclaimed Parcels

A parcel may be returned to sender where:

• Delivery is repeatedly unsuccessful;

• The customer refuses delivery;

• The address is incomplete;

• The recipient cannot be located;

• The parcel is not collected;

• The delivery provider cannot access the property; or

• The parcel is rejected by a forwarding service.

If a parcel is returned to us, we will review the circumstances after it has been received and inspected.

Where appropriate, we may offer:

• Redelivery;

• A refund for eligible products; or

• Another reasonable resolution.

Any eligible refund may be reduced by reasonable costs directly caused by an incorrect address, refusal, failure to collect, or another matter for which the customer is responsible, where such a deduction is lawful.

Refusing delivery does not automatically complete a cancellation request. Customers should also contact info@aceprob.shop to confirm that they wish to cancel.

14. Delayed Orders

The 15–20-day delivery period is an estimate, and occasional delays may occur.

If an order has not arrived within the estimated period, customers should:

1. Review the latest tracking information;

2. Check the delivery address in the order confirmation;

3. Check with household members, neighbours, reception staff, or the designated safe place;

4. Check whether the carrier has left a collection or redelivery notice; and

5. Contact us at info@aceprob.shop.

When contacting us, include:

• Your full name;

• Your order number;

• Your delivery address;

• The email address used for the order; and

• Any available tracking information.

We will review the order and, where appropriate, contact the relevant fulfilment or delivery provider.

15. Significantly Late Delivery

Where delivery is significantly delayed beyond the agreed timeframe, customers may have rights under applicable United Kingdom consumer law.

Depending on the circumstances, the customer may be entitled to:

• Request delivery within an additional reasonable period;

• Cancel the order if delivery remains incomplete;

• Cancel immediately where delivery by a specific date was essential and this was agreed before purchase; or

• Receive a refund for products that were not delivered.

Nothing in this policy limits any mandatory legal right relating to late or failed delivery.

16. Parcels Marked as Delivered but Not Received

If tracking states that a parcel has been delivered but the customer cannot locate it, the customer should first:

• Check all entrances and safe places;

• Ask household members;

• Ask neighbours;

• Contact building reception or management;

• Review any delivery photograph;

• Review any location information provided by the courier; and

• Allow a short period in case the tracking status was updated early.

If the parcel still cannot be found, contact info@aceprob.shop promptly.

We may ask the customer to provide:

• Confirmation of the delivery address;

• A statement that the parcel was not received;

• Relevant correspondence with the carrier; or

• Other reasonable information required to investigate.

We will review the delivery records and work with the delivery provider to determine the appropriate resolution.

17. Lost Parcels

A parcel is not automatically considered lost merely because tracking has temporarily stopped updating.

A parcel may be treated as potentially lost where:

• The estimated delivery period has passed;

• Tracking has remained unchanged for an unreasonable period;

• The delivery provider confirms that the parcel cannot be located; or

• Other available evidence indicates that delivery is unlikely to occur.

Where an order is confirmed as lost before delivery, aceprob.shop will provide an appropriate remedy in accordance with applicable law.

The remedy may include:

• A replacement, subject to availability; or

• A refund to the original payment method.

Customers should not submit false non-delivery claims. Fraudulent claims may be rejected and investigated.

18. Damaged Parcels and Products

Customers should inspect the parcel and products as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact info@aceprob.shop promptly.

Please provide:

• Your full name;

• Your order number;

• A description of the damage;

• Clear photographs of the product;

• Photographs of the outer packaging;

• Photographs of the shipping label; and

• Photographs of any internal protective packaging.

Customers should retain the damaged product and packaging until we confirm whether they are required for inspection or return.

Requesting photographs does not remove or restrict statutory consumer rights. The information helps us assess the damage and raise a claim with the delivery or fulfilment provider.

19. Incorrect or Missing Products

If an order contains an incorrect product, incorrect size, incorrect colour, or missing item, contact info@aceprob.shop promptly.

Please include:

• Your order number;

• The product received;

• The product expected;

• Photographs of the product;

• Photographs of the product label;

• Photographs of the packaging; and

• Any other relevant details.

Do not return an incorrect item until you have received return instructions from us.

Where we confirm that an incorrect item was supplied or an item was missing, we will provide an appropriate remedy without unlawfully charging the customer for our error.

20. Risk of Loss or Damage

For consumer orders, responsibility for accidental loss or damage normally remains with aceprob.shop until the goods are delivered into the physical possession of:

• The customer; or

• A person identified by the customer to receive the goods.

Where a customer independently appoints a carrier that was not offered by aceprob.shop, responsibility may pass when the goods are handed to that carrier, where permitted by law.

Nothing in this policy limits rights that cannot legally be excluded.

21. Safe-Place and Neighbour Deliveries

Where the customer authorises a parcel to be left in a safe place or delivered to a neighbour, the customer should ensure that the nominated location is appropriate and secure.

A delivery instruction may increase the risk of loss or theft after delivery.

However, nothing in this section removes responsibility that remains with aceprob.shop or the delivery provider under applicable law.

Customers should not select an exposed, publicly accessible, or unsuitable safe place.

22. Theft After Delivery

If tracking and delivery evidence confirm that a parcel was correctly delivered but it is subsequently stolen, customers should:

• Check with household members and neighbours;

• Contact the building manager where applicable;

• Review available security footage;

• Contact the delivery provider; and

• Report the matter to the police where appropriate.

We will reasonably assist with available delivery information.

The appropriate resolution will depend on the evidence, the delivery circumstances, any safe-place authorisation, and applicable consumer law.

23. Weather, Emergencies, and Events Outside Our Control

Delivery may be affected by events outside our reasonable control, including:

• Severe weather;

• Flooding;

• Fire;

• Natural disasters;

• Public health emergencies;

• War or civil unrest;

• Government restrictions;

• Industrial action;

• Transport disruption;

• Cyber incidents;

• Power failures;

• Carrier network failures;

• Supply chain interruptions; or

• Other extraordinary events.

Where such an event occurs, we will make reasonable efforts to minimise disruption and resume delivery as soon as reasonably possible.

If the delay becomes substantial, customers may have the right to cancel and receive a refund for products not supplied.

24. Returns

Shipping a product back to an address printed on the original parcel does not automatically constitute a valid return.

The original dispatch address may belong to:

• A warehouse;

• A fulfilment provider;

• A supplier;

• A logistics centre; or

• A carrier facility that does not accept customer returns.

Before returning any product, contact info@aceprob.shop and follow the instructions provided.

Returns, exchanges, cancellation rights, faulty products, and refund procedures are governed by our Return and Refund Policy.

25. Refunds for Shipping Issues

Where a refund is due because an order was not delivered, was lost before delivery, or was cancelled in accordance with applicable law, the refund will normally be issued to the original payment method.

Because standard delivery is free, no separate standard shipping charge will be refunded.

Once a refund has been issued, the customer’s bank or payment provider may require additional time to credit the funds.

Payment processing times are outside our direct control.

26. Customer Responsibilities

Customers are responsible for:

• Providing accurate order information;

• Providing a valid delivery address;

• Monitoring order and tracking communications;

• Following reasonable carrier instructions;

• Collecting parcels within the required period;

• Contacting us promptly about delivery issues;

• Providing accurate evidence when making a claim; and

• Treating delivery personnel and customer service staff respectfully.

Customers must not:

• Provide false delivery information;

• Submit fraudulent loss claims;

• Manipulate tracking evidence;

• Claim non-delivery after receiving the order;

• Use an unauthorised forwarding address to evade delivery restrictions; or

• Abuse refund, replacement, or chargeback procedures.

We reserve the right to investigate suspected fraud while respecting all legitimate statutory rights.

27. Contacting Customer Service

For shipping questions, contact:

aceprob.shop
Email: info@aceprob.shop

Please include your order number when contacting us about an existing order.

Customer service can assist with:

• Order status;

• Delivery estimates;

• Tracking issues;

• Address concerns;

• Delayed parcels;

• Missing parcels;

• Damaged deliveries;

• Incorrect products;

• Failed delivery attempts; and

• Parcels returned to sender.

We aim to respond as promptly as reasonably possible.

Response times may be longer during weekends, public holidays, promotional events, and periods of high customer demand.

28. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect:

• Changes to delivery providers;

• Changes to fulfilment procedures;

• Changes to available delivery destinations;

• Operational improvements;

• Changes to our products or services;

• Legal or regulatory developments; or

• Website and checkout updates.

The latest version will be published on aceprob.shop with an updated revision date.

Changes will not unlawfully reduce rights relating to orders already accepted.

29. Statutory Rights

This Shipping Policy explains our standard delivery procedures.

Nothing in this policy excludes, restricts, or replaces any mandatory right or remedy available to customers under applicable United Kingdom consumer law.

Where any part of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take priority.

30. Contact Information

For questions concerning shipping, delivery, tracking, delayed parcels, missing products, damaged parcels, or returned shipments, contact:

aceprob.shop
Email: info@aceprob.shop