Refund policy
Return & Refund Policy
Effective Date: 08 June 2026
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at support@arlenvale.com.
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@arlenvale.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on 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.
Return Shipping Costs
- Faulty, damaged, or incorrect items: return shipping is free.
- Change of mind (size, colour, preference): the customer is responsible for return shipping costs.
14-day cooling-off period (UK)
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason and without justification. To exercise this right, 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. This right applies to all items, including sale items.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at support@arlenvale.com.
Contact Information
Store name: Arlen Vale
Warehouse address: 5 Rushfield, Sawbridgeworth, CM21 9NF, United Kingdom
Company name: Ecom Seta
Company nr: 97570516
Company address: Jonkheer van Karnebeekweg 106, 2982 VM Ridderkerk, Netherlands Phone: coming soon
Email: support@arlenvale.com
Monday to Friday | 09:00 – 17:00 (GMT) Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.