Shipping policy

Free standard shipping on Australian orders over $199, calculated after discounts.

Free shipping does not apply to New Zealand orders. New Zealand orders are always charged the shipping rate shown at checkout.

For Australian orders under $199, most are charged a flat $24.99. Some are quoted at live carrier rates instead, so the cost can vary with the delivery address, the size and weight of the order and the service used — remote and regional deliveries in particular. The exact amount is always displayed at checkout before you pay.

Because the $199 threshold is calculated after discounts, an order that falls under $199 once a discount is applied is charged shipping. If you later return part of an order and the retained value drops under $199, the free shipping may be adjusted in your refund — see clause 3 of our Returns Policy.

Free shipping is a benefit of keeping your order. If you return the entire order for a change-of-mind refund and that order received free shipping, we deduct the actual amount we paid our carrier to deliver it — worked out from our carrier invoice for that specific order, never a flat rate — in addition to the $25 return fee. We tell you the exact amount in writing before your return is processed. This never applies to a faulty, unsafe or incorrectly supplied product — those are refunded in full. See clause 3 of our Returns Policy.

Promotional orders. Buy 5 Get 5 Free and Bulk & Save orders qualify for free shipping in the same way as any other Australian order: the discounted order value needs to be over $199. Free shipping still does not apply to New Zealand orders, whatever the value.

We aim to dispatch every Australian order placed before 1:30 pm on a business day the same day. Orders go into the queue the moment they reach us.

Orders containing embroidered, pre-order or back-ordered items are the exception and will take longer. If anything in your order is going to hold it up, we'll let you know.

• Regular shipping: 5–14 business days
• Express shipping: 3–7 business days
• New Zealand: 7–15 business days

These are carrier estimates, not guarantees. If something is running late, contact us and we'll chase it.

We ship with Australia Post or our courier partners, whichever gets it to you faster.

Until your order is delivered to you, responsibility for it rests with us.

If your order doesn't arrive, arrives incomplete, or arrives damaged, contact us — with photographs of the packaging and the product if it's damage — and we will investigate with the carrier and arrange a replacement or refund. You do not need to lodge a claim with the carrier yourself, and we won't ask you to.

Once your order is ready to go, we email you an invoice and a tracking number. Australia Post and our courier partners provide tracking instructions on their own sites. Domestic tracking usually goes live within about 10 hours of the number being issued.

If you haven't received tracking, contact us.

Courier deliveries happen between 9am and 5pm on business days and require a signature. Our couriers don't deliver to PO Boxes, so please give us a street address.

If nobody's available to sign, the driver leaves a card with instructions for booking a redelivery, and it's over to you to arrange a time within the conditions on the card. We're not responsible for a card being lost or removed after the driver has left it — but if you haven't heard anything and your tracking hasn't moved, contact us and we'll follow it up rather than leave you chasing it.

We usually opt for signature on delivery. If nobody's home, the driver normally leaves a card and takes the parcel to your local post office for collection. As with couriers, we're not responsible for a card going missing after it has been left — use the tracking link in your email, and contact us if it isn't clear where your parcel is.

Nothing in this section affects your rights under the Australian Consumer Law, or our responsibility for goods that are lost or damaged before they reach you.

If you're in Melbourne you can collect your order from 11/50 Princes Highway, Eumemmerring VIC 3177.

Select Pick-up as your shipping method at checkout and we'll email or text you when the order is ready. Please wait for that confirmation before you come in.

Call us on 1300 308 655 before you visit. Our hospitality uniform range is held at Eumemmerring, but not every style, size and colour is on the shelf at any given time, and our corporate, medical, retail, outerwear and footwear ranges aren't all kept on site. One phone call and we'll tell you what's here and set it aside for you — it saves a wasted trip.

Opening hours are Monday to Friday, 9am–4pm. Closed weekends and public holidays.

You can also return or exchange eligible change-of-mind items here in person, with no return fee.

We ship orders complete rather than in parts, so if your cart contains a pre-order item the whole order ships once that item is available.

If you'd rather have the in-stock items sent straight away, contact us and we'll split the order for you.

We ship to New Zealand. Shipping is calculated at checkout based on your order — free shipping does not apply to New Zealand orders. Delivery usually takes 7–15 business days.

Customs, duties and fees may be charged once the shipment reaches New Zealand. These are not included in the shipping calculated at checkout and are your responsibility.

New Zealand customers also have rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in this policy limits those rights.

We currently ship to Australia and New Zealand only. We may occasionally ship to other approved destinations — contact us if you'd like us to quote.

Shipping for orders placed by phone or in person with our client service team is calculated and included in your quote.

All orders are charged in Australian dollars (AUD) and prices include GST.

Shipping and returns are two different things. Our Returns, exchanges, refunds and consumer guarantees policy covers the 101-day change-of-mind guarantee, the flat $25 return and exchange fee for Australian postal returns, and what happens when something is faulty — where we cover the return cost and no fee applies.

Ace Chef Apparels · ABN 62 616 563 145
11/50 Princes Highway, Eumemmerring, Melbourne VIC 3177
1300 308 655 · International +612 8551 8088 · sales@acechefapparels.com.au

Human support and the retail shop: Monday to Friday, 9am - 4pm AEST/AEDT. Closed weekends and public holidays. Our AI assistant is available 24 hours a day and will take your details so we can call you back on the next working day.