Frequently Asked Questions
Please find below answers to the questions that we are asked most often. Of course there are many other more specific ones - do feel free to email us with your question if you cannot find it here.
Click a question to reveal the answer.
Our normal opening hours are 9.30 to 5.00 Monday to Friday. We also open on Saturdays in August and September – check web site for times.
Ace Clothing, 5a Courtenay Road, East Lane Business Park, East Lane, Wembley, HA9 7ND.
No. If you need to arrange a fitting for your child just come along whenever it is convenient - our experienced staff are always happy to help. We always recommend a fitting if you need to order a blazer or a pair of secondary school trousers.
Fittings can take a while so we ask you to arrive at our store an hour before we close. Please be aware we may not have your child’s size in stock, especially at peak times, so it is best to come several days in advance of your deadline in case we need to order it in.
You can order in-store but we also highly recommend ordering online from our web site: it’s quick, easy and secure; available 24/7; there are pictures of all the uniform and you get an ongoing record of your child’s sizes for future reference. Online orders are downloaded first thing every morning and you get email status updates as your order is being processed.
Card (anytime) or cash (in-store only). We do not accept cheques and you cannot leave cash at the school for us to collect. All items must be paid for before delivery; any returned or exchange items must be received back by us before we can arrange a refund or replacement.
Please allow up to 7 working days for delivery, except for our peak period (August and September) when deliveries can take at least 7-10+ working days. For the sake of fairness all orders are processed on a first-come, first-served basis irrespective of order value.
We will send you a text or email to notify you when your order is ready.
If you need something faster then you can come to our shop and take the item away with you if we have it in stock. Sorry but we are unable to reserve any items.
We offer Free Delivery to nearly all of our schools* in term time. The uniform is supplied in an individual protective bag marked with the child’s name, which we use as the order reference.
At all other times you can choose to Collect from our store (free) or have items delivered to your home or work address by Courier (flat rate £8.99 charge applies).
*Except Capital City Academy: Collect from Store or Courier delivery only
If you have received a message to say your items are ready for collection there is no need to join the main queue (peak times). Just go to the special Collection Point, which you will find along the passageway to the right of our store. Knock or ring the doorbell then give us your child’s name and school and ideally your purchase receipt or order reference so that one of our staff can retrieve and hand over your order.
We will tell you when an order is ready. If you order by courier you will get an additional notification from the courier giving advance notice of approximately when the order will be delivered. If you are out the courier should leave a card so that you can contact the courier directly to arrange a re-delivery.
If you want us to check an order you need to give us your child’s name, school and how and when you placed the order (including an order number if placed online).
No. Different manufacturers offer different age guidelines for their garments so if it is not shown it does not exist. Please just select the nearest available option. Don’t be afraid to allow a little room for growth – it will save you having to buy another one in the short term.
If an item is out of stock then we use a pink Out-of-stock card and write on any items 'to follow'. Please look out for this card in your package – it means we are aware of this and just waiting for the missing item(s) to arrive.
Yes you can exchange or return any item within 28 days of receipt. The item must be returned in original, undamaged condition including bags, tags and labels as applicable. Please complete and follow instructions on the grey Returns/Exchanges form supplied with the goods – you can also download/print one from the 'Delivery & Returns' page of our web site.
Note that on certain items – normally special or unusual sizes – we may specify that these are non-returnable. If in doubt please bring your child into our store for a fitting.
If we have arranged a refund you may need to allow 5-7 working days for the money to appear back in your account (varies by card).
In term-time most schools* will accept your returned goods and hand them to our driver on your behalf. Please make sure items are bagged and a completed Returns Form is enclosed.
*Except ARK Elvin, Capital City Academy and Preston Park: returns/exchanges for these schools must be brought to our store – they will not be accepted at the school.
Our web site includes guideline Washing Instructions but you should always follow the manufacturer's instructions/washing symbols, which are normally on a label inside the garment. These washing symbols are widely used and there are plenty of online web resources that can tell you what they mean.
If you need three quick Ace tips on looking after your uniform:
- Wash at 40 degrees
- Do not tumble dry
- Do not use fabric conditioner
Please bring it or send it back to us for inspection - it is difficult for us to comment until we have seen it ourselves. We have a reputation for supplying quality schoolwear so you can rest assured that we will follow up any complaint and if necessary send the garment back to our manufacturer for further comment and analysis.
We are usually asked this question in August and September – our busiest time. The answer is often 'yes' so if you do not like queuing please order early or order online.
During peak periods we operate a ticket-entry system (last ticket issued at 4.30): please take a ticket from the dispenser and wait for your number to be called.