Kit and Ace

The quality of their clothing is amazing and their in-​store staff are very professional but their policies are extremely confusing and contradicting. Their website and whole online experience is terrible and I probably will not ever purchase anything from their website again.
Kit and Ace offers complimentary hemming/​alterations to their clothing, especially because their Men’s tee-​shirts are all made very long. People have been going in to get their tee’s hemmed for quite a while, but they recently decided to change their alterations policies without warning, and without updating their website.
Now, they refuse to do alterations/​hemming to pieces that have a curved hem/​frayed hem. However, they do not mention this at all when you’re on the product page, and most non-​alterable items still have the little «complimentary hemming» blurb in the fit section, which is exactly the same as on the items that can be altered. It doesn’t make sense at all to confuse their customers like this. If they want to update their policies, that’s perfectly fine, but at least update your website so we don’t order something that cannot be altered.
Furthermore, I cannot even give away the shirts as gifts because I had to wash the items before initiating the alteration process. This whole online shopping experience was very stressful for me and having to go all the way to their physical store just to find out that their alterations policy had changed was very upsetting.
Again, I want to emphasis the fact that my in-​store experience was excellent and that the staff whom I interacted with in-​person were all very friendly and professional (I did have an alterable item that I ended up getting hemmed previously before purchasing more online).

I recently purchased 10 items online from Kit and Ace. A few of them are still in the mail, 6 have arrived. The tee shirts are amazing! I have sensitive skin so I went to Kit & Ace for the high quality cashmere blend and it is so soft. However, 2 of the tops arrived with a tiny hole in each of them! The ‘Main’ long sleeve shirt has one on the upper arm near the shoulder, and the ‘V long sleeve’ has one on my wrist. Pretty disappointing and low quality for what they tout it to be.
The other shirts, however, are amazing.

Beware of their return or exchange policy. I purchased 6 ladies shirts online, in addition to 3 mens sweaters and a 4^th ladies shirt in stores AT FULL PRICE. When I was making my purchase, the in store staff profusely assured me that the items I was purchasing were NEW items and would NOT be going «on sale».
After Christmas, the prices dropped on their website.
After phoning the customer care centre to request a price adjustment, I was told that I would NOT be offered any refund on the drop in price as that is their policy. NO PRICE ADJUSTMENTS ARE EVER OFFERED.
I am extremely disappointed with their customer service and return policy. Any other established business I know would do this and treats their customers better. I have spent hundreds, even thousands of dollars at kit and ace over the past year but this experience has been incredibly negative. I will be taking my business elsewhere in the future.
Goodbye Kit and Ace.

Great clothes and in store experience but online web experience was poor. The website was clearly not ready to go live. After picking a shirt halfway down a page, I decided to go back one page and rather than sending me back to where exactly where I left, it jumps back to the beginning of the page.frustrating. The pics also take a while to load.
I also purchased a two shirts at $ 118 each (not inexpensive) only to notice that one of them went on sale to $ 88 the next day. When I called customer service to ask for a credit, Ashley told me that she would get back to me once she found out if the mangers would allow for this. She sent me an email that confirmed that I could, so when I called back the next day, I was surprised to learn that Xenia, the customer service person who took the call, told me that she was sorry but management had changed their mind. I shared with her that this seems silly as I could return the shirt for free (paid for by Kit and Ace) and get my $ 118 back and just buy another one. She acknowledged the lack of logic in it but said that there was nothing she could do about it. To add insult to injury, I bought 7 shirts on Xmas eve and found it strange that I didn’t not receive a shipment tracking number for over two days. When I called them asking for the status, they said it had not been shipped but would ship it rush overnight. This was on the 28^th. See then next service persons response below:
Hi Martin,
Thank you for following up.
Your order has been marked priority overnight! So do not worry — it is on it’s way.
If you have any further questions or concerns, please do not hesitate to reach out.
Kind regards,
Eliza
The Service at Kit and Ace
IT IS NOW DEC 30 AND I JUST RECEIVED CONFIRMATION OF SHIPMENT BUT IT APPEARS THAT IT IS STILL IN RICHMOND BC! So much for overnight rush.
They mentioned at the store that I was their «ideal target demographic» being a frequent business traveler that is looking for comfortable yet fashionable clothes. Their tag line is «TIME IS PRECIOUS» which really resonated with me, but quite frankly my experience was the exact opposite. Kit and Ace, get your act together. While your clothes are nice, your experience does not live up to your brand promise… verrrrry disappointed!

Best shopping experience I have ever had. Visited the store and I loved the men’s merchandise, bought a few things and the staff was really helpful. Decided I wanted to pick up a few more items I had seen in the store so I went online and ordered them. The items arrived in 2 days beautifully packaged. Kit and Ace

Kit and Ace (founded by Lululemon’s Chip Wilson’s wife and son) has the same quality and comfort as Lululemon clothing does, but is by far more trendy and tailored for more day to day wear. So if you’re like me and wish you could wear Lululemon to work everyday, this place is a dream come true.
Their technical cashmere clothing is so unbelievably soft and fits just as the Lululemon sizing does. If something needs to be tailored to fit to your liking, they do have an on-​site seamstress to make the appropriate alterations. The staff here are so sweet and helpful and I can’t wait for the other locations of Kit and Ace to open in the US this August for me to become a regular!

Purchased a pair pants from there while ago i just recovered giving birth. Got to love the fit/​style on me. Remind me lots of lululemons. Check further. Its founder by lululemon founder family.
Modern west cost with great fabric.

Kit and Ace is a contemporary luxury brand for men and women. They specialize in cashmere pieces. The most noteable was a «sweater dress» that was made trendy last year. I really wanted the dress, however, realistically there was no where that would be practical to wear it. I am still struggling to find more than one place outside winter to wear the one that I have. Prices for what it is, including uniqueness was expected.

Lululemon’s stylish sister, fronted by founder Chip Wilson’s wife and son, is open in a Gastown studio space with on-​site seamstress, reminiscent of the Lululemon Lab. For now, they have a limited selection of casual shirts and tanks made from its «technical cashmere», blended with viscose and elastane, tailored with contoured hems and signature blue-​threaded darts in the back. When I visited, they only had grey and white to choose from, but I’ve been loving my white half-​sleeved Parker tee with a v-​scoop at the back and my grey «v tee», super soft and gently warming yet light enough for a summer’s day (both $ 78). The shirts fit a little long but they offer alterations if you want them shorter (you just have to go for a straight hem). They’re made in Canada «for now», as the blue-​ribbon label cheekily attests, and the brightly enthusiastic staff promise more to come. These may knock James Perse off the top of my list of luxury tees. Get them while they’re hot.