Sorry, in-store pickup isn’t available at the moment. All orders are shipped directly to your address for your convenience.

<p>Sorry, in-store pickup isn&#x2019;t available at the moment. All orders are shipped directly to your address for your convenience.</p>

Can I pick up my item at a store?

Online Purchase

Shipping & Delivery

Customs & Taxes

Stock

Returns & Exchanges

Others

Back to Shop

Answers to frequently asked questions about ACE Bags, covering product features, warranty details, and more to support a confident travel experience.

FAQs

PROTECA Warranty

Other Brand Products

Warranty

Shipping Information

Free Shipping Threshold & Shipping Fees

Shipping

My order didn’t go through. What can I do?

My order has been declined – do I need to place a new order?

Why should I set up an account?

How do I redeem a coupon code?

Can I change my order after it is placed?

Can I choose the currency that I prefer?

What forms of payment does ACE accept?

When will my credit card be charged?

How do I reset my account password?

How can I receive the latest news and updates?

How can I unsubscribe from the newsletter?

How can I cancel my order?

How do I order online at ACE Global?

Can you change the amount of my invoice?

Why was my order canceled?

Faulty Items

I'm shopping from a country different from the shipping destination. Why is the price different at checkout?

Why are prices higher for China-origin items shipped to the United States compared to other locations?

I can’t delete an item from my cart. What should I do?

I signed up for the newsletter but haven’t received the coupon. What should I do?

How do I use my coupon code?

Can I purchase Proteca Monocle suitcases from ACE?

I’d like to purchase a PROTECA suitcase during the Tenugui Free Gift Campaign, but the free gift does not appear in my cart. Will it still be included?

How fast is the delivery?

Refusal of Delivery

I cannot find my country on the country selector. Can I still order from you?

Where do you ship my order from?

I received a damaged item

Missing items

What happens if my order is rejected by Chinese customs?

Do you ship to Japan or offer in-store pickup in Japan?

What should I do if the courier asks me to pay taxes and duties?

Do I need to pay taxes and duties to the courier upon delivery?

Can you check the availability of a product in a local store?

How can I be notified if the product I want is back in stock?

What is the return policy?

Can I return a product that was bought during a sale?

Do I have to bear the return shipping costs?

What are the estimated return shipping costs? Are they similar to the shipping fee quoted on the website for orders below the free shipping threshold?

How can I return my order?

How long does it take for a refund to be issued?

What should I do if the product I have just received seems defective?

How Can I Request a Repair from My Location?

Join Our Creator Community – Apply to Collaborate

Can I send my order as a gift or include a gift message?

What does the warranty cover, and which products are eligible?

Do you sell replacement wheels or parts?

How can I find a local repair center?

Coupon Terms & Conditions

Where can I find your physical stores?

About capacity, weight, and size descriptions