Refund policy
REFUNDS & RETURNS
Effective date: 10 September 2025
General Policy
- At Arck London we want you to be happy with your purchase. If for any reason you are not, you may return your item within 30 days of receiving it for a full refund.
- Returns are free of charge. Simply email support@arcklondon.com to request a prepaid return label.
- To qualify for a refund, products must be unused and returned in their original packaging.
- Once we receive your return, we will confirm by email and process your refund back to your original payment method.
Refund Conditions
- Return period: 30 days from the delivery date.
- Restocking fee: None.
- Refund processing time: Within 5 days of receiving your return.
- Shipping costs for returns: Free.
Cancelling an Order
- If you change your mind, please contact us within 24 hours of ordering at support@arcklondon.com to cancel.
- Orders remain in a pending state for around six hours before being sent to our fulfilment team, so there is a limited window to make changes.
Faulty or Damaged Items
- If your product arrives damaged or faulty we will replace it at no cost to you.
- To help us resolve the issue quickly, we may ask you to send a short video or photos to our support team.
Address Errors
- Please double-check your delivery details before placing your order.
- If you realise you have entered an incorrect address, email us within six hours at support@arcklondon.com. We dispatch quickly, so we can only guarantee changes during this timeframe.
Lost or Missing Parcels
- Arck London cannot be held responsible for parcels that are lost or stolen after they have been marked as delivered.
- If your tracking shows delivery but you have not received your order, you will need to raise the issue directly with the delivery carrier.
- Our support team is always available if you would like guidance on how to do this.
Warranty
- Coverage: All Arck London products are protected by a one-year warranty from the date of purchase covering manufacturing defects in materials and workmanship.
- Not included: Issues caused by misuse, modifications, unauthorised repairs, extreme conditions or ordinary wear and tear.
- Making a claim: Please provide proof of purchase and email support@arcklondon.com with details of the problem. We may ask for photos or for you to return the affected item.
- Resolution: If the issue is confirmed we will replace the item or give you store credit.
- Limitations: Warranty cover is limited to the original purchase price and applies only to the original buyer. It does not extend to indirect or consequential losses.
- Your rights: This warranty is offered in addition to your statutory consumer rights under UK law.
Contact Information
- Email: support@arcklondon.com
- Telephone: 0203 576 5032
- Address: 100 Horizons Tower, 1 Yabsley Street, London, E14 9RG, United Kingdom