Refund policy
Return & Refund Policy
Last Updated: July 7, 2026
At ACE – Aeromia Coffee Emporium, every item is made to order specifically for you. This allows us to reduce waste and create premium-quality products on demand. Please read our return policy carefully before placing your order.
Damaged, Defective or Incorrect Items
If you receive a product that is damaged, defective, or incorrect, we will gladly replace the item or issue a refund at no additional cost.
Claims must be submitted within 30 days of receiving your order.
To process your claim, please email ops@aceaeromia.com with:
- Your order number
- A description of the issue
- Clear photographs showing the defect or damage
- Photos of the packaging (if applicable)
Once your claim has been reviewed and approved, we will arrange a replacement or refund.
Lost Packages
If your tracking information indicates that your package has been lost in transit, please contact us within 30 days of the estimated delivery date.
We will investigate the shipment with our fulfillment and shipping partners and, where appropriate, arrange a replacement or refund.
Returns
Because all products are made to order, we do not accept returns or exchanges for:
- Incorrect size selection
- Change of mind
- Buyer’s remorse
- Ordering the wrong color, design, or product
Please refer to the sizing guide available on each product page before placing your order.
Size Exchanges
As every item is produced specifically for each order, we are unable to offer free size exchanges.
If you require a different size, a new order will need to be placed.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address.
If an order is returned due to an incorrect or incomplete address supplied during checkout, the customer will be responsible for any reshipping costs.
Unclaimed Shipments
If a shipment is returned because it was unclaimed or not collected, additional shipping charges may apply to resend the order.
Unclaimed returned items may be donated or otherwise disposed of after the holding period set by our fulfillment partner.
Health & Hygiene Products
For health and hygiene reasons, certain products (where applicable) cannot be returned once opened or used.
European Union Customers
For customers within the European Union, products that are custom-made or personalized are generally exempt from the standard 14-day withdrawal period in accordance with applicable consumer protection laws.
This includes products manufactured specifically after an order has been placed.
Return Address
Returns that have been approved should be sent only after receiving instructions from our customer support team.
Please contact us before returning any item. We will provide the correct return address and instructions based on your order.
Please do not send items back without first contacting us, as unauthorized returns may not be accepted or processed.
Refunds
If your refund is approved, it will be processed back to your original payment method.
Please allow 5–10 business days for your financial institution to complete the transaction after the refund has been issued.
Contact Us
If you have any questions regarding your order or this policy, please contact us.
ACE – Aeromia Coffee Emporium
📧 Email: ops@aceaeromia.com