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, we have closed all stores and postponed all events until further notice. As more changes unfold we will be sure to keep you updated on the reopening or the elongated closure date.
We are open online. As always, aceandtate.com remains up and running so you can continue to shop online and try out our frames in your pjs using our Virtual Try-On service. Any orders that have already been placed aren’t affected. 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.
Stay safe, stay strong and let’s take care of each other.
Love from all of us at Ace & Tate.
We have closed all stores until further notice. We are monitoring the situation as it unfolds across different regions and will take swift and appropriate action when needed. As more changes unfold we will be sure to keep you updated on the extended closures and reopening dates.
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.
Eye tests We’ve paused eye tests in all countries.
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.
Can I still book and do an eye test? We’re not offering eye tests or frame adjustments at the moment to ensure all staff and customers remain safe and healthy by minimising close contact.
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 Virtual Try-On. 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.
Get in touch with our customer experience team with any questions at firstname.lastname@example.org.
Drop by your nearest store, get a free eye test, and get yourself some personal style advice. We look pretty good IRL — just sayin'.
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