Ordering and payment
1. Q: How do I order?
A: You can order easily using our online platform. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive an order summary to your email. Your order summary will also be stored to your account.
You can also easily reorder your favourites afterwards by clicking the “reorder” button on any of your previously made orders. After clicking the “reorder” button the cart will open and you can change quantities and/or products.
2. Q: Why should I buy online?
A: Speeding up the process. By ordering online you will get prices faster and you will be able to go through the order confirmation and payment process much faster. This could shave days off your time.
Traceability: You will have easy access to all of your previous orders any time you want.
Reordering: You can reorder your personal favourites at anytime based on your previous orders with just a couple of clicks! This will save you from having to search through your email invoices and receipts from the past.
3. Q: What information should I input when ordering?
A: Our online ordering system will ask for all the important information you should submit.
4. Q: What payment methods can I use?
A: You can use all the major credit cards, as well as Paypal.
Also, If you are a customer with an established customer relationship with Ace and Jewels, you are able to use invoice as a payment method on our online shopping checkout process. If the invoicing option is not activated for you although you are a repeated customer, please contact hello@aceandjewels.com and notify us.
5. Q: Can I pay with invoice?
A: If you have already established customer relationship with Ace and Jewels, you will be granted ability to pay using invoice. If you have ordered several times from Ace and Jewels but you don’t see the invoice as a paying option at the checkout, please contact hello@aceandjewels.com and we will check why the invoice is not activated on your account.
6. Q: Is HST and GST charged? (where i stopped editing)
A: This is computed on all orders prior to checkout.
7. Q: What should I do if the payment is not accepted?
A: Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can’t make the payment, please contact hello@aceandjewels.com notify us about the problem. We can manage the order manually.
8. Q: Rentals : What is a Security Deposit?
A: This is 20% of the rental cost of the veil that is added to the rental price of the veil on checkout. The full amount paid for security deposit will be refunded as soon as the item is received in good condition.
9. Q: How can I change the delivery address?
A: Sign in to your account and go to “my account”. On “my account” you can change all your contact information.
10. Q: How do I return rented Items?
A: Once your dream wedding is complete, returns are on us. Ship it back to us using the complimentary return label we provided and drop it off at your nearest Canada post. Cleaning the item is also on us for any reasonable wear and tear. Be sure to package the items no later than 1pm on the return day to ensure it gets sent out. If your return date falls on a weekend or a holiday, the item must be sent first thing the following business day. It is important to return all items on time as another bride is counting on you to allow her dream wedding be a reality.
11. Q: Can I cancel or switch my order?
A: If you want to cancel your order, please do so as soon as possible as cancellations are allowed up to 24 hours after placing an order. Rentals are allowed to be switched up to 24 hours after placing the first order only.
12. Q: Do I have to order online?
A: Online ordering is preferred in most cases as it allows for you tol save time, have an easier payment and tracking process and all the information about the order will be accessible for you at any time. Also if you want to make the same order later, you can use the “reorder” feature.
15. Q: Do you have the product in stock?
A: All the products which are shown on our site are available. Order lead time depends on the products and quantities.
16. Q: How to contact customer service?
A: If you have question regarding our online store (ordering, account questions, technical questions), please contact hello@aceandjewels.com.
17. Q: Where is my order being shipped from?
A: We’re proud to say we’re a home grown, female owned and operated business! All of our products are shipped out of Ontario, Canada.
Delivery
1. Q: Can I track my order?
A: We will send you the tracking code of the shipment when the parcel has been sent.
2. Q: My order has not arrived, what do I do?
A: If there is a delay in your tracking, please email us immediately at hello@aceandjewels.com. Please keep in mind that we do our best to ensure shipment in a prompt manner, but sometimes Canada posts delays in services are out of our control. This is why we advise our brides to ensure they book their dates at least 48 hours before the big day!
3. Q: Shipping time?
A: Shipping time will be confirmed on the order confirmation document. Due to COVID, for product purchases instead of rentals please allow up to 3 – 5 weeks.
4. Q: Shipping cost?
A: Shipping costs are fixed at $14.99 CAD, as we offer to ship across Canada at this moment. Our online store shows the shipping fee automatically at checkout.
5. Q: Changing the shipping address?
A: You can easily change your shipping address on your account. To do so, login and click “my account” and “edit”. You can also change the shipping address during the checkout process if you need to, Just click “edit” below “shipping address”. Once your item has been shipped, you are no longer able to change your shipping address.
Your account
1. Q: How do you create an account?
A: Visit https://www.aceandjewels.com/my-account/ and click “Create a new account”, then just fill in all the needed information and click “create”. After submitting the form, your account will be confirmed and you will be notified.
2. Q: How can I retrieve my password?
A: You can retrieve your password by clicking “Forgot Password?” on our login page. Instruction on password retrieval will be sent to your email.
3. Q: How do I change my personal details or email address?
A: You can easily change all your information on your account. Go to the login page (https://www.aceandjewels.com/my-account/) and log in, then click “my account” and “edit”. Here you can change all your contact information.
4. Q: Security
A: Our web store is secured with an SSL certificate. This means the information you input is encrypted and it will not be available to third parties.
Policies
1. Q: What if I lose or damage my rental order?
A: We understand that some wear and tear may occur which we cover for – a rip in a veil smaller than a dime size. However, in the very unlikely and unfortunate situation that a rental has experienced irreparable damage or is lost, you will be charged the full retail value which is acknowledged in the rental agreement when you check-out.
2. Q: What if I return my rental late?
A: Reliable and timely returns are what make all Ace and Jewels rentals possible! A late fee of 5% of the retail price per each additional day will be charged to the renter. We are thankful and thrilled to be a part of your special day and appreciate you being considerate of the next bride.
3. Q: Will you purchase my previously used accessories?
A: At the moment, to keep consistency in all our products, we only purchase accessories from our in house designers. However don’t throw them out! There are many websites who do 🙂
4. Q: How are all rental pieces cleaned before I receive them?
A: We take pride in our cleaning and sanitization process to ensure each rental gets a *clean* slate. All pieces are hand cleaned and detailed, while all veils are steamed to remove any imperfections. We inspect all accessories before we send them out so that our brides will have nothing to worry about on their special day.
