FAQs

MY ACCOUNT/ORDERS

What is ‘My Account’?
‘My Account’ is an account registered on acecraft.in that allows you complete control over your orders on Acecraft.
It helps you: - Edit/Update your personal details like shipping Address, contact Details, E-mail address etc. and even track the status of your orders.
How do I know if my order has been confirmed?
Once your order has been registered and the Payment Gateway [Paytm], confirms the receipt of the payment made through your Debit/Credit Card/E-Wallet, your order gets authorized and processed.
You will receive an E-mail [to the registered E-mail address], acknowledging the payment confirmation and containing the details of your order, shipping, billing details and contact details.
You will be assigned with a unique Authorized Order No. [Ex: 5193336] which will have to be kept handy for further reference to your orders.
What do I do if I haven’t received my order confirmation?
Don’t worry, you could write an E-mail to care@acecraft.in with the following details-
  • School Name
  • Registered Mobile Numbers [same as filled in the Requisition Form]
  • First and Last Name of the Order
  • Registered E-mail Address [same as filled in the Requisition Form]
  • Billing Amount, and your Order Copy will be E-mailed to you.
and, we will E-mail the Order copy to your account.
How do I order Uniforms throughout the year?
The Uniforms will be available online on www.acecraft.in. You could book them and get it delivered to your doorstep. In-detail information will be shared in the month June.

SIZING

What are recommended sizes?
Recommended sizes are sizes which are an ideal fit for your child. These are sizes that were tried on by your child and only then they have been recommended to you.
All recommended sizes are entered keeping in mind, that the garment should have an appropriate fit which could be used for the whole academic year.
Will the sizes of the Uniforms used for the Try-ons, be the same as the products delivered?
The sizes will be the same with international tolerance limits in Sizing [+/- 1 Inch], and also keeping in-mind the natural properties of the fibers.

CUSTOMER SUPPORT

I have written an E-mail but there is no response or acknowledgement of receipt of my E-mail.
Our Customer Support team generally reverts to E-mails within 48hrs-72hrs on a personal level. However, depending on the nature of your case/query, this may take longer. But please be rest assured, we will attend to you at the earliest.
I have been trying to reach the Customer Support Number but there is no answer.
Our Customer Support team is available at your service, Monday to Saturday, 10:30hrs to 17:00hrs . All calls made after the service time, will be returned to, in the next 48 Working Hours.

SHIPPING

What is acecraft’s Shipping Policy?
We strive to deliver all products purchased from acecraft in the fastest time possible and in excellent condition.
Shipping for your first order with acecraft for this year, will be completely FREE. Also, for all the subsequent purchases Rs.50 will be charged as shipping charges.
How are orders placed on acecraft delivered to me?
All orders placed on acecraft are dispatched through our courier partners such as Shadowfax, India Post, Blue Dart, etc.
 
How do I track my Order?
Click on the ‘Order Status’ tab on acecraft.in and enter your order number.
Or
Login to your acecraft account and select ‘My Orders’ and click on ‘Track Order’.

CANCELLATIONS & MODIFICATIONS

What is acecraft’s Cancellation Policy?
Orders once placed with acecraft, cannot be cancelled under any circumstances.
Can I modify the shipping address of my order after it has been placed?
Yes, you can modify the shipping address of your order before we have processed (packed) it, by sending an E-mail to care@acecraft.in and request a change in delivery address.
Can I edit my Order?
We understand your concern, but due to technical and logistic checkpoints, you will not be able to edit your order. However you can request a cancel and book a new order, which will be subject to discretion.

RETURNS & EXCHANGE

What is acecraft's Exchange Policy? How does it work?
acecraft's exchange policy gives you an option to exchange our products within 5 days of receipt of the item by raising an R&E request and stating the reason for exchange. You can raise a request via E-Mail to care@acecraft.in or by calling us on +91 8722501111.
We only ask that you don't use the product and preserve its original condition, tags, and packaging. You can try on a product but please take adequate measure to preserve its condition. The product will not be exchanged without the Invoice, Exchange Form [sent with your order], and Product Tags or if they have washed, altered or are in a bad or non-resalable condition.
 
There are two ways to return the product to us:
1. Pick up: If you choose to exchange an item, please place the product in a packet and the product must be unused, unwashed and all the tags are intact. Keep the packet ready and open to expedite the return pickup. Our staff will examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk. Our delivery representative will deliver the new item to you and simultaneously pick up the original item from you.
During Pick up, our delivery agent may do a quality check on the exchange. If the picked up product does not pass the quality check, the product will not be collected.
However all exchanges are subject to stock availability. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, this would not be possible.
 
2. In-School Exchange: In case you wish to visit the school to exchange a product, you would have to send an R&E request, within 5days of receiving your Order and state the reason for exchange.
You can raise a request via E-Mail to care@acecraft.in or by calling us on +918722501111.
You will then be given an appointment schedule at the School, only to exchange the product. The product to be exchanged will be collected from you and the new product will be handed over.
Please note, this will be available only on scheduled dates given by acecraft and will not be available right throughout the year.
How long would it take me to receive the refund of the returned product?
After the refund has been initiated by acecraft as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:
NEFT to your Bank Account – 3-5 days post refund initiation.
Refund to the Original Payment Source [Debit/Credit Card/Internet Banking] – 7 to 14 days post refund initiation, depending on your bank partner.
Paytm Wallet – 1 day post refund initiation.
Please note, acecraft initiates the refund upon successful return pick up, or after the returned item has reached us and quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to the acecraft warehouse. In case of any refund discrepancies, acecraft may at its sole discretion, request you to share with us a screenshot of your bank statement.
Why did the pickup of my product fail?
We make three attempts to pick up the item, if the item is not picked up in the third attempt, Pickup request will be marked as failed. You can initiate a new return request, if item meets the return criteria and is within 5 days from the date of delivery.

RETURNS & EXCHANGE

How can I pay for my order at acecraft?
We support the following payment options at acecraft:
Credit Card
Debit Card
Net banking
Paytm Wallet
Demand Draft
What should I do if my payment fails?
Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords. If your payment is debited from your account after a payment failure, it will be credited back within 7-14 days, after we receive a confirmation from the bank.
I am being charged GST amount on my order. What is GST?
GST is a single tax on the supply of goods and services that is levied on every value addition (through production and services) and is added to a product's sale price. GST has to borne/paid by the ultimate consumer of the product or service. If your order is fulfilled on or after July 1st 2017, GST will be applicable on your orders. GST subsumes all other taxes like Excise duty, VAT, Entry tax etc.