Creating an account with us is easy. You can either sign in using your Facebook account, or fill up your details on our Sign Up page and click Create My Account.

You can change your preferred language under Communication Preferences in your account settings, or scroll to the footer to choose either English or Arabic as your desired language.

Sign in to your account and select Change Password in Account Overview to replace your current password with a new one. If you've forgotten your password, click on Forgot your password? on the Sign In Page for reset instructions.

Once you've created an account, it’s not possible to change your email address as it is linked to all your account details. If you want to use a different email address, you’ll have to create a new account.

You can sign in to your account and select Address Book in Account Overview to add new delivery information, update or delete old ones, as well as set a default address for your next order.

The Order History section in Account Overview lets you check the status of your current order(s), access your tax invoices, print them, or re-order previously ordered items.

When you’re signed in to your account, you can also do the following:

• Change your subscription preferences to our newsletters and deals by selecting Communication Preferences and choosing the way ACE contacts you – either through email or SMS.
• You can change your contact details under Personal Details in Account Overview

Yes, you can do this by checking out as a guest. We will, however, need a few details from you like your contact number and address, so we can process your order and know where to deliver it.

You have 30 days from the date of purchase to return any item that meets our return policy.

In instances where products are purchased from a third party seller from our website that is not ACE, the terms of the respective seller’s return policy will apply.

• We’ll refund an item(s) that is accompanied by the original proof of purchase such as your receipt or tax invoice
• The returned item(s) must be in good and unused condition, in its original sealed packaging and with all paperwork, parts and accessories that came along with it
• We’ll offer your full refund via your original payment method

• There may be some electronics & other items for which returns may not be possible or a restocking fee may apply. Know more about additional delivery, restocking & other charges on our Delivery FAQ page

For items sold by third party sellers through aceuae.com, please refer to the section (Return and Exchange Policy – Marketplace products - sold and shipped by third party sellers)

For products purchased from 3rd party sellers other than ACE on our website, kindly refer to seller page for respective product and seller's return policy

The following products and services are non-refundable and non-exchangeable:

• Special order or customized items (example: Paint, products sold per metre, cut timber
• Damaged or used items, which are no longer in a sellable condition
• Items by reason of their nature (video games, DVDs, CDs, bedding); perishable goods (food, drinks, plants, magazines) and personal hygiene products (shavers, toothbrush and headphones)
• Installed and assembled items, except for faulty items
• Delivery charges, except for faulty item

For products purchased on our website from 3rd party sellers other than ACE, kindly refer to seller page for products excluded from returns

If you’re unhappy with your item and would like to return, exchange or refund it, we’ve made it as easy as possible.

Quick & Easy Returns & Refunds

There are 2 ways to return your items: at your nearest ACE store or arrange for a pick-up by calling us at 800 ASK ACE (800 275 223)

• Visit any of our stores in the UAE to return an item
• Get a quick refund*
• Or exchange it with another item in-store

Our stores in the UAE:

Dubai:

• Dubai Festival City
• Sheikh Zayed Road
• Dubai Motor City
• Nakheel Mall Express Store

Ras Al Khaimah:

• Manar Mall

Abu Dhabi:

• Yas Island
• Mina Road

Al Ain:

• Bawadi Mall

Find the nearest store near you here

You also have the option to have us collect the item from you. Please call us at 800 275 223 to arrange for a pick up. Kindly note that in this case, the whole process right from receiving your returned item(s), to running a check on the item(s) and your bank processing the return will roughly take 2 to 3 weeks.

For Exchange or Return of product/s sold and shipped by third party sellers, please e-mail us on CustomerService@aceuae.com for further assistance. Product/s sold and shipped by third party sellers will not be exchanged or returned at the ACE Stores.

The return and exchange are subject to the following terms and conditions:

1. The product/s must be in unopened/sealed condition.

2. The following products and services are non-refundable and non-exchangeable:

• a. Special order or customized items (example: Paint, products sold per metre, cut timber)
• b. Damaged or used items, which are no longer in a sellable condition
• c. Installed and assembled items, except for faulty items
• d. Delivery charges, except for faulty item

3. For Dead on arrival (DOA)/not functioning as per operational manual/falling short of declared product/s specifications will be exchanged, or returned:

• a. After it has been verified by the Seller
• b. The process can take up to seven business days from the date of collection. Return/Exchange will be done only after the investigation/technical report.

4. Return or Exchange on Home Appliances, DIY Power tools, Garden Power tools, Large panels, Outdoor Furniture, Home Decor, Linen, product will be done based on the Seller’s investigation report and approval.

5. Customer to inspect product/s PRIOR to signing the Proof of Delivery (POD) document and before the delivery agent’s departure. Any product/s delivered, signed and/or accepted and subsequently reported damaged or broken such claims will not qualify for return & exchange or Warranty Terms and conditions.

6. All refunds will be processed to the Customer post the quality check is carried out after the return of the product/s. 

7. Please ensure that returned item(s) are supplemented with your order confirmation, a copy of your delivery note along with all accessories and free of charge gifts.

8. For a pickup service, delivery charges may apply.

9. Service, delivery, and installation charges are non-refundable once performed and acknowledged by the Customer.

10. Customer to inspect product/s PRIOR to signing the Proof of Delivery (POD) document and before the delivery agent’s departure. Any product/s delivered, signed and/or accepted and subsequently reported damaged or broken such claims will not qualify for return & exchange or Warranty Terms and conditions.

11. Return or Exchange will be done based on the Seller’s investigation report and approval.

If you notice any visible damage to the item on delivery, refuse the delivery and call us at 800 ASK ACE (800 275 223). If you find the item is damaged after you’ve opened it, immediately return it to your nearest ACE store or call us to arrange a pick-up of your damaged item(s).

If you received damaged or defective product/s purchased from and shipped by third party sellers, please e-mail us on CustomerService@aceuae.com for further assistance. Product/s sold and shipped by third party sellers will not be exchanged or returned at the ACE Stores.

You can return promotional or bundled items, but you’ll also have to return any free or discounted product(s) that came along with the original item. We don't offer a partial refund on a promotional bundle.

In case you have used any promotional voucher/code when purchasing an item, the value of this voucher/code will be not be included in the refund value. Only the actual price paid, will be refunded.

For Online Orders:

If the payment is made via credit card, it will be refunded on the same card/account. If you paid Cash On Delivery, we’ll refund the amount to your bank account. This will be done after the item(s) are returned to our facility and you have filled & sent back the Bank transfer form that we would have shared with you. Please read the Returns Policy on our website for more details.

For In-Store Purchases:

Your refund will be processed via your original payment method. If the payment is made via credit card, it will be refunded on the same card/account. If you paid by cash at the store, we will provide you with a cash refund once the item is returned.

If the payment is made via credit card, it will be refunded on the same card/account. Please refer to Sellers' Returns Policy on the Seller page for more details.

The whole process right from receiving your returned item(s), to running a check on the item(s) and your bank processing the return will roughly take 2 to 3 weeks.

The whole process right from receiving your returned item(s), to running a check on the item(s) and your bank processing the return will roughly take 2 to 3 weeks.

The VAT amount will be included in your total refund amount. Make sure to show your proof of purchase - receipt or tax invoice - when returning your item(s).

The VAT amount will be included in your total refund amount. Make sure to show your proof of purchase - receipt or tax invoice - when returning your item(s).

Yes, you can return the item(s) within 30 days of purchase and get a refund as long as it meets our Returns & Refund policy. However, any shipping, handling & related costs will not be included in this refund and will have to borne by you.

Yes, you can return the item(s) within the duration stipulated in the seller's return & refund policy. However, any shipping, handling & related costs will not be included in this refund and will have to be borne by you.

Once you reach our Thank You page with the confirmed details of your order, it means your order was completed successfully. We’ll also send you an email and SMS confirming we’ve got your order.

Just log in to your Al-Futtaim ACE account to review the status of your orders and other related information in the 'My Account' section.

Once your order has been delivered or collected, you'll receive a tax invoice along with the items that will list your order and payment details. This can be used as a proof of purchase for any future communications.

Yes, but only if it’s still being processed by us. You can get in touch with us at 800 ASK ACE (800 275 223). We’re available from 9am to 9pm (GST), 7 days a week. However, if your order is already with our delivery partner, you can make use of our free returns policy, which allows you to return your items within 30 days of you purchasing them.

Yes, but only if it’s still being processed by us. You can get in touch with us at 800 ASK ACE (800 275 223) to amend some of your order details including:

• Delivery address
• Contact number
• Product(s)

Sometimes our products sell out faster than we expected them to, but we’re working just as fast to get it back in stock. So if you find something you like that has gone out of stock, simply enter your email address in the text field where it says Item is currently out of stockand we’ll let you know as soon as it’s back with us.

We’re so sorry this happened, but if your order or part of it was cancelled it could have been due to us not being able to verify your payment details, due to technical issues, or if the item was damaged. If you've already made the payment for your canceled items, rest assured we would have automatically processed your refund. If you’re still unsure or need help, you can get in touch with us at 800 ASK ACE (800 275 223).

You’ve got plenty of payment options to choose from. You can use your Visa or MasterCard credit and debit cards, as well as Apple Pay. There's the option for Cash On Delivery too.

Pay using one of the below methods:

• Online Payment via Debit and Credit Cards (Visa, AMEX and MasterCard)
• Pay Cash on Delivery
• Pay by Card on Delivery option* (Debit/Credit Card Payments) is available. For Pay Card on Delivery, you need to raise a request beforehand by calling our Customer Care team.
• Al-Futtaim ACE Gift Cards. These can be used only for purchases in-store**

*Please call our Customer Care Team to place a request so that our delivery team carries a POS machine at the time of delivery **Al-Futtaim ACE Gift Cards can only be used to make a payment for in-store purchases. Gift Cards cannot be redeemed online.

For payments towards products purchased from 3rd party sellers, you have option for only Online Payment via Debit and Credit Cards (Visa, AMEX and MasterCard). Cash on delivery is NOT applicable.

We’re sorry this happened, but your order was canceled because we couldn’t process your payment details. To place a new order, you can check the following details to ensure it goes through:

• Check if the card details saved in your account has the correct information - this could involve anything from your name to the expiry date
• Make sure you’ve entered the right security code - that’s the 3-digit number on the back of your card
• For any other questions, you can get in touch with us at 800 ASK ACE (800 275 223). We’re available from 9am to 9pm (GST), 7 days a week

The first of its kind in the UAE, Drive Thru is a service that gives our customers the option to safely collect their Ace orders from our DFC store without having to step out of their vehicles. This service is contactless, quick and in accordance with the government’s regulations on social distancing.

With our Drive Thru service, you are now able to purchase your favorite products online and pick them up conveniently & safely at our Dubai Festival City store in 6 easy steps.

Our Drive Thru service is absolutely free! All you need to pay for are the items you have purchased.

Once you’ve added your chosen products to your online basket, click on Checkout Now. When you’re on the Delivery & Collection screen, simply make sure to select the Drive Thru tab to opt for the service.

At present, you can choose a collection time slot between 9:00 AM to 9:00 PM, 7 days a week.

At the moment, you can only make the payment for drive thru at the time of making the purchase online. Online payment can be

Orders placed before 4 pm can be collected the same day. Order placed after 4 pm can be collected within 24 hours. Please allow us 2 hours to check and collect your order. We will send you a confirmation email once your order is ready for collection. This will include a link to book your Drive Thru collection time slot. You may choose any day of the week to collect your order between 9:00 AM to 9:00 PM. Once you have booked a collection time slot, we will send you an SMS.

Simply follow the signs located at key points within the store perimeter, starting at the entrance. The signs will direct you to a dedicated Drive Thru parking area. Our security staff will assign a specific parking slot for you to wait in while we get your order to your vehicle.

Yes! All you need to do is park & click on “I’m Here” link in the confirmation SMS you received. Simply unlock your car boot and our staff will load your order into your car.

You will need to show us the code we sent you in the SMS when we confirmed your collection slot.

Yes, you can authorize someone else to collect your order. We recommend that you authorize only people that you trust to collect your order on your behalf. You will have to forward the confirmation/reminder SMS with the code to your representative and we’ll take this as an official authorization from you to hand over the order to them. Without this confirmation code, we won’t be able to release the order.

Rescheduling your order is as easy as booking it. You can use the same link (sent in the order confirmation email) you used to book your collection slot to reschedule it anytime.

Don’t worry. All you’ll need to do is reschedule your collection slot using the same link (sent in the order confirmation email) you used to book it.

Once you have picked up your order, we will send you an email with your tax invoice.

You may return your order at the store as long as you have the receipt available. Read about our Return & Refund policy here.

We’re so sorry this happened, but if your order or part of it was cancelled it could have been due to those items going out of stock or us not being able to verify your payment details. If you've already made the payment for your canceled items, rest assured we would have automatically processed your refund. If you’re still unsure or need help, you can get in touch with us at 800 ASK ACE (800 275 223).

Al Futtaim ACE warranty does not extend to:

• Damage, defects and/or faults caused by negligence, misuse, accidents, weather and other natural disasters or fault owing to deviation from recommended use of the products and/or poor installation of the product, unless such installation was done by the ACE team.
• Damage, defects and/or faults caused by liquid damages/defects.
• Screen & display damages.
• Damage, defects and/or faults caused by abnormal voltage or incoming power supply from a generator or fluctuations.
• Damage, defects and/or faults caused by chemical reactions, excessive heat, excessive dust, excessive rains, corrosive surrounding or any natural factors beyond the control of ACE.
• Normal wear & tear.
• Products which has been opened up, repaired or tampered with by unauthorized third party agents or other service centers.
• Accessories, batteries and consumables (including but not limited to bulbs, lamps, cartridges, toners, drums, print heads etc.)
• Items without sales invoice and/or valid manufacturer warranty.
• Software issues or data back-up issues.
• Image retention on TVs and similar electronics.
• Accessories such as but not limited to discs, control pads, adapters, chargers, power bands, headsets etc.
• Al Futtaim ACE acting reasonably, reserves the right to reject any Al Futtaim ACE warranty claim at its discretion.

Warranty policies:

For Items sold by third party sellers through aceuae.com:

Please Refer to each seller’s policy on the seller’s information page regarding product warranties and how to make use of them.

1. Primary responsibility for warranty service rests with the brand owner/supplier or Marketplace Seller. aceuae.com is a facilitator only.

2. Warranty becomes invalid under below circumstances:

• a. If the product(s) has been opened or tampered with
• b. If the product(s) has been physically damaged
• c. If there has been a liquid spillage on the product(s)

3. The address provided during the Warranty claim request will be registered as the pickup and delivery address for the claimed item. This cannot be modified.

4. Warranty repairs - the terms of the respective seller’s warranty will apply.

5. The proof of purchase is required to verify the serial number and validate the warranty period to benefit from warranty services.

6. The warranty repair period is twenty-one (21) working days for the units covered under the warranty from the date of picking the product from the customer until dispatched.

7. Not all products are covered by warranty. Always check the product listing to know if it includes warranty benefits.

8. Repair or replacement under the terms of this warranty does not provide the right to extension or renewal of the warranty period. Warranty terms are in accordance with your device manufacturer.

9. If your item can't be repaired but is still under the manufacturer's warranty, seller will issue a replacement or, if a replacement isn't available, you will be refunded in full.

10. The customer shall ensure that the item is packed in its original box or wrapped safely to avoid any damage during transit. If the packaging is not done safely which leads to damage, neither Ace nor the seller will be responsible for the same and the claimed item will be returned to the customer without servicing.

11. Warranty services provided by sellers other than Ace, are not the responsibility of Ace. This includes spare part availability, repair period and/or quality of repair. The customer is to contact the warranty service provider directly in case of complaints or any other concern(s).

Service Policy:

1. By submitting your item for repair, you provide consent to ACE and the repairer to use your contact details only as required in connection with the repair service.

2. The customer confirms that all information provided during the warranty claim is correct.

3. The warranty will not be covered under the below conditions:

• a. Defect or damage as a result of the customer misuse and non-abidance of the usage instructions
• b. Liquid spill on product.
• c. Product that have undergone unauthorized repairs.

Pickup and Delivery Policy:

1. The customer must ensure the item is packed in its original box and wrapped safely. Neither ACE nor seller is responsible for any damages that may occur during the shipping

2. The customer must provide the product and its accessories to the courier company during the pickup (For electronic devices this may include but is not limited to, earphones, battery, charge carrier etc.).

Warranty Providers:

1. The device’s warranty is provided by the manufacturer or their authorized service provider and it is subjected to the warranty policies of the manufacturer, which can be found on the user manual or the official website of the manufacturer. To request for warranty services, customer must contact manufacturer or their authorized service center directly as per the rules and regulations.

2. Warranty services provided by the authorized service center are not the responsibility of Ace. This includes spare part availability, repair period and/or quality of repair. The customer is to contact the warranty service provider directly in case of complaints or any other concern(s).

3. The warranty shall only apply to products purchased within the United Arab Emirates (the "Territory"). Replacement and repaired products or parts will only be shipped to addresses within the Territory, and refunds shall only be credited to accounts located within the Territory.

4. In case the customer rejects to receive the product after processing the warranty claim, the product will be stored in seller’s warehouse for a maximum period of thirty (30) calendar days after which the customer will not be eligible to request for return of the product.

Note: Please always keep the item’s original box to claim warranty as per seller policy.

Al Futtaim ACE warranty does not extend to:

• Damage, defects and/or faults caused by negligence, misuse, accidents, weather and other natural disasters or fault owing to deviation from recommended use of the products and/or poor installation of the product, unless such installation was done by the ACE team.
• Damage, defects and/or faults caused by liquid damages/defects.
• Screen & display damages.
• Damage, defects and/or faults caused by abnormal voltage or incoming power supply from a generator or fluctuations.
• Damage, defects and/or faults caused by chemical reactions, excessive heat, excessive dust, excessive rains, corrosive surrounding or any natural factors beyond the control of ACE.
• Normal wear & tear.
• Products which has been opened up, repaired or tampered with by unauthorized third party agents or other service centers.
• Accessories, batteries and consumables (including but not limited to bulbs, lamps, cartridges, toners, drums, print heads etc.)
• Items without sales invoice and/or valid manufacturer warranty.
• Software issues or data back-up issues.
• Image retention on TVs and similar electronics.
• Accessories such as but not limited to discs, control pads, adapters, chargers, power bands, headsets etc.
• Al Futtaim ACE acting reasonably, reserves the right to reject any Al Futtaim ACE warranty claim at its discretion.