At times like these, when everything seems uncertain, it’s crucial that we look out for one another. Keeping our team and our customers safe, and doing our part to help stop COVID-19 from spreading, is naturally at the top of our agenda. On that note, based on customer demand and following each country's official guidelines, we have reopened most of our stores, while taking strict safety measures into account. As more changes unfold, we will be sure to keep you updated.
We are open online.
As always, aceandtate.com remains up and running so you can continue to shop as normal. We offer free online appointments and services with our styling assistants, get your eyes checked virtually with Online Eye Tests, or try on frames using Virtual Try-On — and you don't even have to wear pants. Please stay tuned as things develop through our social channels — we’ll be thinking of ways to keep you positive.
We’re here to help.
In the meantime, our brilliant customer experience team is working remotely and will be happy to help you with any queries you may have. Please get in touch at firstname.lastname@example.org to let us know how you’re feeling and to tell us if there’s anything you’d like to hear from us. Due to the current situation, we’ve been getting a lot more emails and phone calls than usual. We’re really sorry if we’re taking a little longer to reply, but the team is working hard to make sure they get back to you as soon as humanly possible.
Stay safe, stay strong and let’s take care of each other.
Love from all of us at Ace & Tate.
As an eyewear brand, we’re aware that the products and services we offer — particularly prescription glasses — are essential for many people. That’s why we’ve decided to reopen stores in selected countries, for limited hours and services.
We are following advice from each country’s official guidelines and will keep you updated with further store reopenings.
You can find out more information here.
As always, aceandtate.com remains up and running so you can continue to shop online, and all orders will be fulfilled. Our brilliant customer experience team is working remotely and will be happy to help you with any queries you may have. Reach out to us at email@example.com.
Due to the current situation, we’ve been getting a lot more emails and phone calls than usual. We’re really sorry if we’re taking a little longer to reply, but the team is working hard to make sure they get back to you as soon as humanly possible.
Eye tests Following local guidelines and taking strict safety precautions, we are offering eye tests in selected countries and stores.
Style Advice Book an online appointment with a member of our team here.
Virtual Try-On You can still easily try out our frames in your pjs here.
Home Try-On We still offer Home Try-On in the United Kingdom, the Netherlands, Belgium, Germany and Austria.
We did it! With your help, we’ve surpassed all expectations and are donating over 15,000 pairs of safety goggles to frontline medical workers and volunteers in Europe. A big thank you to everyone who has supported this initiative — we’re so proud of what we’ve achieved together.
But, not all good things must come to an end. You can continue to donate via our website whether you’re purchasing our products or not.
Is there a store open in my region? We have reopened some of our stores with limited hours and services — find out more here. At the moment, the following services are available: new frame purchases, adjustments, exchanges, repairs and returns and we're also carrying out eye tests in selected stores. To limit the number of people in-store, we are not offering in-store pick-ups. We are following advice from each country’s official guidelines and will keep you updated with further store reopenings. Can I still book and do an eye test? Following local guidelines, we are offering eye tests in selected countries and stores. We are taking strict precautions to ensure the safety of those involved, by providing staff with protective face masks to wear during the test (in Germany and Austria, customers are required to wear masks, too). We also take extra time to disinfect equipment and surfaces between each appointment. Find your local store to see what services we’re currently offering.
Is it possible to extend the 30-day return period? We fully understand that you can’t return or exchange your order within 30 days. We have therefore decided to increase our 30 day return period to a 60 day return period.
Can I still order glasses online? Yes, you can still order with us. Our website remains online and you can order our full collection to be delivered right to your house. We still offer all our online services, including Home Try-On and Style Advice. Our customer experience team is ready to help with any style advice or to assist with orders.
Deliveries might be a little delayed, but we’ll keep you updated on your order via email.
Can I change my store pick-up to a home delivery? We are currently working hard to find a solution for orders that are being sent to our stores for an in-store pick-up. If your order has not been shipped to one of our stores yet the shipment has been paused and you’ll be contacted in the next few days to update your shipping address of choice.
Please note that this is a big operational process and your delivery might be delayed. Thanks for your understanding.
I’m not able to return my Home Try-On package, what should I do? If you are unable to return your package, don’t worry. Please let our customer experience team know if you can’t return the package, so we can take note that we expect the frames back a little later.
I've returned my order and my tracking code shows that the package has arrived, but I haven't received a refund/exchange yet. Due to increased pressure on the logistical system, our couriers are taking a bit longer than usual to ship returns. This process normally takes five days, but at the moment, it can take up to 14 days. Even if your tracking code shows that the package has arrived at our consolidation location, it still takes us some time to process the return. Please bear with us and get in touch if you don't receive your refund after 14 days.
Why is my order taking longer than usual to be delivered? Due to the circumstances around COVID-19, we're receiving more online orders and our couriers are a lot busier than normal. As a result, we're experiencing some shipping delays and your order might take 1-2 days longer to arrive at your door. Not to worry, you can still track your package online and reach out if you've got any questions.
Get in touch with our customer experience team with any questions at firstname.lastname@example.org.
Most of our stores are open for limited services. Check the individual store pages for current opening times and available services.
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