A fair resolution, clearly explained.

When an item is damaged or not as described

Please report the issue promptly after delivery and share the order reference, a description of the problem and clear photographs of the piece and packaging. Keep the item and packaging until we respond. We may ask for further information to identify the issue and agree the safest return route.

We will not exclude remedies required by law for goods that are defective, deficient, spurious, not as described or delivered later than the agreed schedule, except where a lawful exception applies.

Change-of-mind returns

Any change-of-mind return window, eligible condition and product-specific exception will be shown on the product page and again before payment. Eligible items must be returned unused, unworn and with their original packaging and tags. We will not apply an undisclosed exclusion or shorten a right provided by law.

Order cancellation

You can request cancellation from the order lookup as soon as possible. A cancellation can be stopped once the supplier or carrier has begun fulfilment, so we will confirm whether it has been accepted. We will not charge a cancellation fee unless the same charge would also apply if we cancelled the order.

Open order lookup

Refund method and timing

Once a refund is approved, it will be sent to the original payment method where the payment provider supports it. We will confirm the approved amount and initiation date. The time it takes to appear in your account can depend on the bank or payment provider; all refunds will be handled within the timelines required by applicable law and payment rules.

How to request help

Open the relevant order and choose the service request option. Do not ship an item to a supplier or fulfilment address shown on a parcel without written instructions from ARVENIER. For a consumer complaint, use the official grievance contact published on the Contact page.

Contact and grievance details