Exchanges and Returns Policy

We hope you love your Ace and Ellie accessories as much as we do!!
If you're not entirely satisfied with your purchase, we're here to help you. Please reach out and contact us at and we will get straight back to you and get it sorted. 


Exchanges and Returns

If you find that your Ace and Ellie purchase doesn't fit, we are happy to exchange this for you or provide you with a store credit.  We will do our best to make sure you have an amazing experience when you deal with our small business.

Any exchanges or returns need to be shipped within 14 days of receipt via return post for a size exchange or store credit to be issued, only if the products:

• Are not soiled or damaged in any way
• Were not purchased on sale or as a clearance item
• Were not received as a prior exchange

To complete your return, we require a receipt or proof of purchase, and your original Order No. & date of purchase. Please check our return requirements have been met. Otherwise, we are unable to process your request.

Items purchased with a discount code, during a sale or marked down stock can be size exchanged only, if available stock is held - if not we can work out a solution for you.  

We do not issue credit or refunds for orders in which addresses are input incorrectly by the customer


Please allow up to three to five business days from the day your return is received by our team for it to be processed. Processing of returns can take up to 7 days. You will be notified via email as soon as your return has been completed. 

You will be responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs will not be refunded.  We recommend you send the parcel back with a trackable service as we are unable to guarantee that we will receive the parcel back and do not take any responsibility for lost items in transit.

We recommend taking time to accurately measure your pet prior to making a purchase, and refer to the Size Chart on the individual product listings. We do not change items for a different item, only size exchange. One exchange per order. 

We do our best to facilitate all exchange requests, however, if the requested size, colour or style is unavailable or sold out at the time of processing your return, please understand we will not be able to fulfil your request.  We will endeavour to work with you, however, to find an appropriate solution.

Faulty products will be replaced or refunded.  Ace and Ellie products are made from high quality and durable materials, however they are not indestructible.  We guarantee our products at the time of purchase against any defects.  If you encounter any problems with our products, please send an email to us at with details and a photo of the issue.

Please ensure you inspect all items for wear prior to use.  We are unable to take responsibility for any injury or loss caused by the misuse of our products.

Prior Exchanges 

Items issued in an exchange may not be returned for further exchange.


We do not offer refunds for change of mind or discounted sale items. We do not refund if a item does not fit your pet. We are happy to size exchange or arrange a store credit. Each item has a Size Chart which sets out the measurements of the product to ensure best fit for your pet.

We are unable to cancel orders, once shipped or lodged with a postal service. If a refund is requested, items will be refunded minus shipping costs.