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ACH Collection

Customer Service

ORDERS ENQUIRIES

We currently accept the following payment methods: Visa, Mastercard, Visa Debit, Visa Electron, American Express.

We trade in EURO (€), GBP (£) and USD ($). Your currency will be selected based on your delivery address.

For more information please contact [email protected]
At ACH Collection we understand that your online security is of paramount importance. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider.

For more information, please see our privacy and security policy.
If your credit or debit card payment is declined, please double-check that you have entered the correct card details and that your card has not expired.

Alternatively, please try checking out with a different payment card or PayPal.

For more information regarding a failed payment, we recommend that you contact your card issuer directly as, for your own personal privacy, only your bank can tell you why your card was declined.
We cannot take further payment for additional items, or issue refunds for detractions once your order has been placed. If you would like to cancel your order, please contact our ACH support team [email protected] right away.

For Made To Order items, you may cancel up to 48 hours after placing your order. After this, we will deduct a 50% cancellation fee from the refund amount.
We cannot refund a promotional code to your order, so please double-check your order and available codes before placing an order.

Please note that promotional codes cannot be used in conjunction with any other offer, including sale items, and you are limited to one code per transaction.
If you’re a trader or professional, sign in to the Trade Area to request a trade account.

ACH advisors can reach you shortly with more information.

MADE TO ORDER ITEMS

We offer our customers the opportunity to purchase selected products before they are available in our warehouse.
If an item is made-to-order it will be clearly indicated on its product page, alongside the expected dispatch date in the checkout.

Estimated delivery time by category:
Home Decor Products — typically dispatched within a maximum 8 weeks.
Cushions — typically dispatched within a maximum 3 weeks.
Fragrances — typically dispatched within a maximum 6 weeks.

Please note, due to circumstances outside of our control, the dispatch date of your made-to-order item may change. Once your order has been shipped from our warehouse, you will receive a dispatch email as confirmation.
You will receive a dispatch confirmation from us once your item is ready to be shipped. Our shipping partner will also contact you directly with further details on your delivery.

Please note, we are unable to expedite the dispatch or delivery times for any made-to-order product.

Due to the ongoing impact of COVID-19 and circumstances outside of our control, dispatch dates on our made-to-order products may be delayed beyond the date we specified on the website at time of purchase.

We will be in touch via email if your order is affected.

The availability for our made-to-order products is limited. If an item is showing as ‘Out of stock’ this means that the stock quantity limit has been reached. Please leave your details with us by clicking ‘Notify me’ and we’ll contact you once your desired item is back in stock.
You will be charged for your made-to-order product at the time of placing your order.

If you have any additional questions, please contact our Support team .
For made-to-order items, you may cancel your order up to 48 hours after placing it. After this, a 50% cancellation fee will be deducted from the original order value.

Please note, once your order is placed we’re unable to make any amendments to the product you have ordered.

DELIVERY & RETURNS

We deliver orders globally. Please visit the dedicated Delivery & Returns page to learn more about our delivery costs and time frames.
Our delivery services vary depending on where you’re based. For more information on what options are available to you, please take a look at our dedicated Delivery & Returns page
If your order includes a combination of diverse items (stock and made-to-order products) these will be dispatched separately for your convenience.

Stock items will be sent immediately, while made-to-order items will ship as soon as they are available.
Made-to-order items will typically dispatch within a maximum 8 weeks.

Due to circumstances outside of our control, the dispatch date of your made-to-order item may change.
We will be in touch via email if your order is affected.
When your order leaves our warehouse, you will be sent a dispatch confirmation email – within this will be your ACH order tracking number.

To track your order online, please visit the carrier’s dedicated tracking site:

For DHL, click here.

For UPS, click here.
Please note: Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price.

To ensure that the most accurate pricing and delivery costs are displayed while browsing our site, we recommend that you select your country in your ACH Account address book. Local VAT will be applied for all EU destinations, UK and USA.

If you are a business customer outside the EU and need further tax-relevant information for your order, please don’t hesitate to contact our Support team.
We can attempt to change your delivery address up to the point of dispatch. Please note that this may not always be possible due to the speed at which some orders are shipped.

Please contact our Support team with your order details as soon as possible to get your order updated.

RETURNS

We hope that you will be happy with your ACH product. However, if you wish to return the piece for a refund, you may do so provided that you contact ACH Support Team by email within 14 days of receipt to advise of your intention to return.
Returns will only be accepted if the piece is in perfect condition, complete with original packaging and paperwork.

To organise a collection, please email [email protected] with your name and order number. You will need to provide photos of the product to demonstrate that it is in its original condition, alongside photos of the packaged piece showing all four sides of the box for insurance purposes. Please note, you will be responsible for any costs to return the product.

Should you choose to arrange your own return, please email [email protected] to discuss your options.

Please allow 14 days from receipt for us to process your return and issue your refund.
We aim to process your return within seven working days of receipt into our warehouse.
Your refund will be made via your original method of payment. It may take five to 10 working days for the funds to be reflected in your account.

Please note: returns are not processed over the weekend or public holidays.
ACH Collection
Rua do Batel 900 N3,
4485-257
Guilhabreu Maia
Portugal

VAT 515252280

ACH ACCOUNT ENQUIRIES

You will receive 15%OFF your first order, and all the latest updates on our new product launches, seasonal offers and promotions.
You don’t need to have an online account to be able to place an order at ACH Collection.

There are a number of benefits from holding an online account with us, such as order tracking, order history, marketing options and the ability to store multiple delivery addresses and payment cards for a faster checkout.

Please note that when ordering, you will be asked whether you would like to create an account with us. If not, you will be checked out as a guest.
If you have forgotten your password, you can click the ‘Forgotten Your Password’ button at the login page and you’ll receive a link to reset your password via your chosen email account.

To ensure that you keep your account secure, we always recommend that you use a unique password. It should contain at least seven characters, one of which should be a number.
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