Dear Ace & Tate community,
As the international effort against the spread of COVID-19 evolves, it’s crucial that we continue to look out for one another. Keeping our team and our customers safe is naturally at the top of our agenda and we're following government guidelines in every country we operate in.
All our stores are open for eye tests and our full range of services with strict safety measures in place — make sure to check our individual store pages for the most up-to-date opening hours.
We look forward to seeing you,
Love from all of us at Ace & Tate.
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 firstname.lastname@example.org.
Check out our services to help you buy glasses.
Is there a store open in my region?
Yes all our stores are open — check our stores pages for the most recent information and to see if there's a store near you. Our stores have extra safety measures in place to keep everyone healthy and 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.
Do I need to reserve a spot to visit a store?
As an essential healthcare provider, we are open as (sort of) normal. That means you don't need to book if you just want to shop (but you will need to reserve in advance for an eye test). Due to limits on the the number of people allowed in the store at a time, please expect that you may have to queue outside.
Is it safe to do an eye test?
Following local guidelines, we are offering eye tests in all countries. We are taking strict precautions to ensure the safety of those involved, by providing staff with protective face masks to wear during the test. 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.
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.