Refund policy
ARCTIC COUTURE RETURNS, REFUNDS, AND EXCHANGES POLICY
This outlines the policy between Arctic Couture (“the Seller”) and yourself (“the Customer”)
If you need to return an Arctic Couture product, you must raise a refund request within 24 hours of receiving the item (for avoidance of doubt, this will be from the collection/delivery date). If the return is agreed, we will provide our returns address for you to send the item back. The Customer must cover the cost of shipping the return to us. Credit for the value of returned items will be provided on a digital gift card, which can be used for future orders.
Items sent back to us without prior agreement between the Seller and Customer will not be accepted as a successful return.
Styled creations (Including Ready 2 Wear and Commissioned creations) are bespoke items. As a result, they cannot be returned.
To be eligible for a return:
- Your item must be in the same condition as you received it.
- Unworn and/or Unused
- Lace must not be ripped, cut, or altered in any way.
- In its original packaging
We have a 30-day return policy, which means you have 30 days to complete the return.
To start a return, you can contact us at contact@arcticcouture.uk
Damages and Issues
Please make sure to inspect your order once received and contact us immediately if the item is defective, damaged, or if you have received the wrong item so we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on styled creations, sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Credits
We will notify you once we’ve received and inspected your return, and will let you know if the return was approved or not. If approved, you’ll be automatically sent a credit to use with Arctic Couture for the value of the item. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@arcticcouture.uk
Credits will be made within 14 days. The original shipping fees and any reductions will be deducted from the refund total.
You can always reach out to us with any questions, queries, or feedback at contact@arcticcouture.uk