01 · Change of mind
101 days from the day it lands
Ordered the wrong size, or changed your mind after it arrived? Send it back within 101 days of delivery.
- Unworn, unwashed, clean and resaleable
- Tags and packaging attached
- Proof of purchase
- $25 flat return label per order - free if you bring it to the Melbourne showroom
Sale and promotional orders are included
Buy 5 Get 5 Free and Bulk & Save orders can be returned, unless an item was marked Final Sale before you bought it. On a multi-buy order the refund is worked out across the whole bundle rather than the ticket price of what you send back, and we show you the numbers before we process anything.
Not eligible: Final Sale items, custom and special-order products, embroidery, screen printing, alterations, personalisation, gift cards, and anything that can't be resold for hygiene or safety reasons where we told you before purchase.
02 · Something's wrong with it
Faulty, damaged or not what you ordered
This is a different thing entirely, and none of the change-of-mind conditions apply to it. We'll assess it under the Australian Consumer Law, and depending on what we find you may be entitled to a repair, a replacement or a refund.
No time limitNo tags neededNo packaging neededNo fee
It doesn't matter if the item was on sale, customised, or has been worn on the floor for a year. If your parcel turns up damaged or doesn't turn up at all, that's ours to fix — you won't be sent to chase the courier.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Buying for a restaurant, hotel, aged care or a hospital? Your venue has the same rights as an individual shopper — these goods cost well under $100,000.
03 · Timing
How long it takes
| Step | We aim to |
|---|---|
| Acknowledge your claim | 2 business days |
| Review your photos | 3–7 business days |
| Complete a physical assessment | 10–15 business days |
| Start an approved refund | 5 business days |
| Dispatch an approved replacement | 3 business days |
These are targets, not promises we hide behind. If something is going to take longer, we tell you before you have to ask. Your bank may take a few days more to post a refund once we've sent it.
04 · Cost
What it costs
| Situation | Cost to you |
|---|---|
| Change of mind, posted back | $25 per order |
| Change of mind, at the showroom | Free |
| Fault confirmed | Nothing |
| We sent the wrong thing | Nothing |
| Damaged in transit to you | Nothing |
Original delivery charges aren't refunded on a change-of-mind return. Free standard shipping applies to orders over $199 to Australia and New Zealand, calculated after discounts - so a partial return that drops your order under $199 may adjust it.
05 · Talk to us
Contact
| Phone | 1300 308 655 |
| International | +61 2 8551 8088 |
| sales@acechefapparels.com.au | |
| Showroom | 11/50 Princes Highway, Eumemmerring |
| Human support and the shop | Mon–Fri, 9am–4pm |
| Our AI assistant | 24 hours, every day |
Closed weekends and public holidays. Outside those hours our AI assistant can answer questions and take your details, and we'll come back to you on the next working day. It won't assess a claim or decide an outcome - a person does that.
Not happy with a decision?
Ask us to escalate it - a senior team member reviews it and we aim to respond within 5 business days. You can also get free advice from Consumer Affairs Victoria on 1300 55 81 81 or at consumer.vic.gov.au.
The detail
Worked examples, the assessment process, international returns and repair terms. Effective 5 August 2026.
Ace Chef Apparels · 11/50 Princes Highway, Eumemmerring, Melbourne VIC 3177 · acechefapparels.com.au