As our stores reopen and things settle into a new normal, it’s crucial that we continue to 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.
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 reopened most of our stores, following each country’s official guidelines and with strict safety measures in place.
Stay safe, stay strong and let’s take care of each other.
Love from all of us at Ace & Tate.
When you enter our stores, we ask you to clean your hands — gel will be provided for you. We also disinfect our surfaces, products and equipment regularly — any frames that are tried on are separated so we can clean them before returning them to the shelves. Our team also washes their hands and changes their gloves regularly.
We will be keeping enough distance between people at all times in stores and ask all visitors to do the same. To ensure distance is maintained, we are also limiting the number of people allowed in store at a time, based on each location’s size.
Protective face masks
In some countries it is required to wear protective face masks or a scarf at all times. Our team will be provided with masks and we ask all visitors to also wear one.
Distance will be maintained and face masks will be worn by team members during eye tests.
Please be aware of your local government guidelines and follow instructions from our team for your safety.
To make your shopping experience quick and easy, why not check our entire collection online before you visit? Give our frames a spin with our Virtual Try-On and save your favourites to your wishlist, so you can find the frames you like when you're in-store.
If you can, please shop alone — we won’t deny entry to people you’re shopping with if they follow the guidelines, but do consider other visitors. If you have any cold or flu symptoms, we ask you to stay at home.
As always, aceandtate.com remains up and running so you can continue to shop online, and take advantage of our online services. Our brilliant customer experience team is working remotely and will be happy to help you with any queries you may have.
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. Reach out to us at email@example.com.
Eye tests Following local guidelines and taking strict safety precautions, we’re offering eye tests in most countries, except for Switzerland. If you live in Germany or the Netherlands, you can also get your eyes checked virtually with our Online Eye Tests.
Style Advice Pop in store or book an online appointment with a member of our team here.
Virtual Try-On You can easily try out our frames in your PJs here.
Home Try-On Home Try-On is available in Austria, Belgium, Germany, the Netherlands, the United Kingdom, the Netherlands and Spain.
Adjustments You can get your frames adjusted for free in any of our stores.
Same Day Glasses Get your prescription frames within a few hours (restrictions apply, check here).
We did it! With your help, we’ve surpassed all expectations and are donating over 19,000 pairs of safety goggles to frontline medical workers and volunteers in Europe — many of them have already reached the people who need them most.
Is there a store open in my region? We have reopened most of our stores with limited hours — find out more here. At the moment, all our services are available: new frame purchases, adjustments, exchanges, repairs, returns and in-store pick-ups in most stores. We're also carrying out eye tests in every country, except for Switzerland. 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 most countries and stores, except for Switzerland. 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 order with us and we'll deliver right to your house. We 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.
Visit a store to try our entire collection, get style advice from our team, or have your eyes tested for free. Find out more about opening times and available services near you on our individual store pages.
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