On 1 August 2026, a security incident occurred at a logistics partner of Ace & Tate, involving unauthorized access to a portion of their systems. After the logistics partner became aware of the incident, access to those systems was immediately blocked, additional security measures were taken and external cybersecurity specialists were engaged to investigate the cause and impact.

Consequently, this could have the folliwing impact for our customers: Processing of orders, returns, and refunds will take longer than our customers are used to from us. Our physical stores remain open however, online orders, with the exception of contact lenses who are shipped from a different logistics partner, are temporarily available for store pickup only. Customer data from Ace & Tate may potentially be involved in this incident. Further investigations must show whether, and if so which, data is affected. As a precaution, we have informed our customers and reported the incident to the Dutch Data Protection Authority and the UK ICO.

Based on the current information we have, the following data may be involved:

Name and contact details, such as email address, postal address, billing address, phone number, delivery method, tracking details, information about your order (such as the product ordered and its price).

No payment details, bank account numbers (IBANs), credit card details, usernames, or passwords are involved in this incident.

The investigation is still ongoing. It is not yet clear which data was stored in the affected systems of the logistics partner at the time of the incident.

Pending orders might be delayed and will be informed through email with more specific updates.

Be extra alert to phishing messages. Check the sender, watch for typos, and look at what comes after the @ in an email address.

Be alert to fake delivery or track & trace messages. Because order and track & trace details may be involved, messages could be received that appear to come from our delivery partner about a parcel or order. Don’t click links in unexpected delivery notifications – check the status of your order via your account on aceandtate.com instead. Don't share your password and payment details by email, phone or text.

Not sure about a message? Don’t click links or open attachments in messages from senders you don’t know or trust.

Payment details or credit card information are not shared with our logistics partner and therefore are not involved in this incident.

Yes! Our stores are open as usual, and you are very welcome to visit. We're also allowing purchases on our website with store delivery and you can still book your eye test at your nearest store.

We're working hard behind the scenes to process all outstanding orders. There might be some delay and we can't guarantee tracking, but we'll make sure to update you on your order as soon as there is more information to share.

Returns are still possible. However, the processing of returns sent to our logistics partner is currently taking longer, which means refunds will also take longer. If you are planning on returning your order you can also do so at one of our physical stores. Your refund will be processed immediately.

After becoming aware of the incident, we immediately investigated whether our own systems were affected: based on the current information, we have no indications that this is the case.

That cannot be determined at this time. The investigation into the cause of the incident by the logistics partner is still ongoing. As soon as we know more, we will carefully review the findings and take further action where needed.

If the answer to your question was not found on this page, you're always welcome to reach out to our customer service. We will make sure to update this page and email affected customers when more information is known.

We want to be as transparent as possible. Since we cannot rule out that personal data has been viewed or copied, we want to make customers aware and advise them to be alert to possible misuse.