Return & Refund Policy

Easy 30-Day Returns

At Arcilana, we want you to love your purchase. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

This policy applies to customers in the United Kingdom and the United States.

 

How to Start a Return

To be eligible for a return, simply contact our customer support team at info@arcilana.com to start the process. Please include your order number, which you received in your confirmation email or on your paper invoice, along with the reason for your return.

If your return is accepted, we'll send you the return address and instructions on how and where to send your package. Items sent back to us without first requesting a return cannot be accepted.

 

Eligibility for Returns

To be eligible for a return, items must be unused, in their original condition, and returned with all original packaging, tags, and accessories attached. Any signs of use, wear, or damage may result in the return being rejected.

 

Return Costs

• For Defective, Damaged, or Incorrect Products: No cost to you. If your order arrives damaged, defective, or in the wrong item, color, or variant, Arcilana will cover the return shipping costs. Please contact our support team within 30 days of delivery to report the issue.
• For Change of Mind or Exchange: You are responsible for the cost of return shipping. This applies when you order the wrong product, the item doesn't fit, or you no longer want it. Shipping fees are non-refundable.

 

How to Return an Item

1. Contact Us: Email info@arcilana.com with your order number and the reason for your return.
2. Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
3. Return It: Drop off your package at the nearest carrier location according to the instructions in your return authorization email.

 

Damages and Issues

Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you received the wrong product, so we can evaluate the issue and make it right.

 

Exchanges

Want a different size, color, or product? The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item. You can also contact us and we'll help you through the exchange.

 

Refunds

Once we've received your return, we'll inspect it to make sure it meets our return criteria. After inspection, your refund will be processed to your original payment method. Refunds typically take up to 14 business days to appear, depending on your bank or payment provider.

Please remember it can also take some time for your bank or credit card company to post the refund. If more than 14 business days have passed since we approved your return and you still haven't received it, please contact us at info@arcilana.com.

 

For More Information

Visit our FAQ page or contact our Customer Service team; we're happy to help with any return questions.

 

Business Information

• Website Name: Arcilana
• Operated By: SJ ECOM LTD
• Registered Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
• Company Number: 16862377

Contact Information

• Contact form: Click here
• E-mail: info@arcilana.com
• Phone: +1 239-219-0339

Opening hours:
Monday to Friday: 9:00 AM – 6:00 PM (EST).