RETURNS
RETURN PROCEDURE
Please follow the steps below to initiate a return:
All items must be returned within 15 days of delivery to be eligible for a refund.
1. Visit our shop at arcol.com
If you have an account, log into your "Orders" area and select the order you wish to return.
If you are not registered, contact us at help@arcol.com including your order number, and we will provide the return label if eligible.
Please remember to check the return shipping costs before proceeding.
2. Confirm your return pickup details
You can choose home pickup or drop-off at a courier access point.
If you choose pickup, we will use the shipping address from your order by default, but you can enter a different address if more convenient.
You will receive a confirmation email with your return tracking number once completed.
If you prefer to drop the parcel at an access point, please first complete the return request online. You will receive a confirmation by email.
Print the return label and attach it securely to the outside of the package before bringing it to the courier.
Return shipping costs are covered by the customer*.
Shipping fees are refunded only if the return is due to a product defect or our error.
3. Prepare the return package
Place the items you want to return in the package, including all original packaging, accessories, and manuals.
Remove or cover any previous shipping labels from the outer box.
Items must be intact and unaltered. If they don't meet return eligibility, we may send the parcel back and deny the refund.
Pay attention to any free gifts included in the order:
If the return causes your order to fall below the threshold for the promotional gift, the gift must also be returned in its original packaging, unused and undamaged.
If the gift is missing or damaged, its full retail value will be deducted from your refund.
4. Hand over the parcel and receive your refund
Hand the package to the courier on the scheduled pickup day or bring it to your selected drop-off point.
Once the item is received and passes our quality check, you will receive a return confirmation.
Refunds are issued within 5 business days, using the same payment method used at checkout.
Where applicable, a €5 deduction may be applied for European return pickups.
Credit to your account or card may take 2 to 7 business days, depending on your bank.
We do not offer product exchanges.
If you want a different item, please place a new order.
If you have any questions, don't hesitate to contact us: Customer Service
