Return Policy

Our Customer Service representatives determine eligibility for refunds and exchanges once customers have contacted us and explained their reason for return. Returning packages without prior approval from Customer Service will halt or delay your return.

All returned items must be in brand-new condition, unused and with original tags and packaging. Requests to return items due to quality issues, damage during shipping, color/style/size error or allergic reaction from use must be accompanied by photos or other evidence that clearly shows the problem with the item received. We reserve the right to charge a handling fee on all items returned for other reasons.

Please review these policies carefully as they are the terms of sale that govern your purchases at the Arcapelshop. They set out your rights and obligations with respect to your purchases, including important limitations and exclusions, such as those products warranties. Your placement of an order at the Arcapelshop constitutes your agreement that these policies apply to the order, so be certain you understand them before you place your order.

Introduction

The general terms and conditions of sale detailed below only govern the contractual relationship between the User (hereafter referred to as You) and the trader Arcapelshop (hereafter referred to as We) belonging to the company Arcapel Ltd . Both parties accept these conditions unreservedly. These general conditions of sale are the only conditions that are applicable and replace all other conditions, except in the case of express, written prior dispensation. We maintain that, by confirming your order, you unreservedly accept our general conditions of sale, having read them. These Terms and Conditions of Sale are important to you and Arcapelshop as they have been designed to protect your rights as a valued customer and to protect our rights as a business and to create an understanding between us.

Before you send any product to return it, read and follow the instructions below. For more information or questions, do not hesitate to contact our customer service.Make sure you understand and respect our rules and policies for the return before sending the product physically.

Product information

Arcapelshop takes great care when putting information on-line with respect to the essential characteristics of our products, notably with respect to the technical descriptions emanating from our partners and suppliers and the photographs illustrating the products; this however, within the technical limits that exist and with respect for the best standards on the market.

Please note that some products' instruction manuals do not come in English. If the instruction manual does not come in English, this information will be clearly featured in the technical information sheet of the specific product.

Prices

The prices indicated on the Site are in Pounds Sterling and in Euros and not include delivery.The chosen possible delivery costs are indicated for the User during the product selection and are invoiced at the end of the order in addition to the price of the products. We reserve the right to modify our prices at any moment but will apply the current rates as indicated to you on the site at the time the order was placed.

We would like to inform you that if an obviously incorrect price appears on our website (a price that is clearly too low, for example), and for whatever reason (IT bug, human error, technical error etc.), your order will be cancelled, even if it has been initially validated.

Availability

Please note that we will honour your order while stock is available. 
If a product becomes unavailable after your order has been confirmed, we will refund the price you paid for the product within 30 days following the date of payment.

If there are certain products that are temporarily unavailable, we will send the available products and will refund the shipping fees for the rest of the order.If available, we will offer you a replacement for an unavailable product, a product of equal price and quality.If you choose to refuse this offer, we will reimburse the unavailable product.

If your product is shown to be "in stock" on our website when you place your order, the number of days between the order date and the date that the carrier first attempts to deliver to the given address can be calculated as follows:
1. Dispatch time (24-48 hours) = payment validation + order preparation + parcel collection by carrier
2. Delivery time of your parcel(s) according to the carrier you have chosen. Carrier delivery times start from the moment you receive an e-mail confirming order dispatch.
Dispatch and delivery times are given in working days.

Lost parcels:

Arcapelshop does everything in its power to respect the delivery times indicated on the website. We cannot, however, be held responsible for the consequences of a late delivery or the loss of a package caused by a third-party contracted to make delivery, or by you, or because of some unforeseen event or an Act of God. In the event where you do not receive your package in the indicated time frame, an investigation will be conducted with the carrier and may take several days upon receipt of your claim. During this period, no reimbursement or re-delivery will take place.

We offer Shipping Insurance to protect your package, in case of lost or damage problems. Any missing issues reported, we will reship your order immediately.

You can add shipping insurance when you checkout your order, it is worth it.

Upon reception of your order, we recommend that you verify your products with the order that you placed with us and if necessary, write any anomalies that may have occurred on the delivery voucher, not forgetting to sign it. Without prejudice and with respect to the applicable legal guarantees, we recommend that you address any reservations you may have pertaining to malfunctioning products on the date of delivery as quickly as possible.

Returned products can only be accepted for products in their original state, notably with respect to their packaging, accessories and manuals.In the event of non-conformity of the product purchased, the User will have the choice between repair and replacement of the product, except if the desired option has an associated cost that is manifestly disproportionate to the alternative. We would like to inform you that a delay of 72 hours is possible for delivery of your order. In fact, for security reasons, all orders paid by bank card are verified by Arcapelshop. Complementary information may be requested, or demanded, in order to validate your purchase. By consequence, and in trying to avoid any delay, when you place your order please enter the following:-a professional or paid-for e-mail address-a land line telephone number (work or home) where you can be reached at any time of the day Furthermor. We apologise for any inconvenience this may cause; however, these measures are taken to protect our clients from possible fraud associated with bank cards.

Upon reception of your order, we recommend that you verify your products with the order that you placed with us. Please report any damage within 48 hours to support@arcapelshop.com .

If you accept an unopened item, you are required to tick DELIVERED UNOPENED on your delivery report documentation, and retain this signed documentation as proof. You will have 7 calendar days to report any damage to support@arcapelshop.com .

Right of Retraction - Satisfied or your money back

Arcapel allows you 7days to return a product that you are not satisfied with. Your right of retraction starts from the moment your order is delivered. You can return the product within this time frame, at your own expense, with your invoice and a completed and signed returns coupon.

We request that you send us the merchandise by registered post and that you purchase insurance with the carrier for the value of the merchandise. This is necessary should they lose or damage the goods. Shipping fees remain the customer’s responsibility. The present right of return only applies to products that are returned in their original, complete working condition (packaging, accessories, user guide etc.). Any product that has been damaged, is not in its original packaging, has packaging that has been worn beyond simply opening the product, will not be refunded. Please note that the right of retraction does not apply to unsealed CDs, DVDs, and computer software.

All data stored on a digital support (memory card, hard drive etc.) and sent back to Arcapel by the User will not be kept. The deadlines mentioned above are effective the date of reception of the order.

For reimbursements:

- If the product is returned within 7 daysof its delivery, the User will be reimbursed via the same payment method as was used initially.

If tests need to be carried out on the product, in the framework of the right of retraction, Arcapel will do its best to reimburse the User as quickly as possible. This time period will depend on the nature of the technical tests performed by the After-Sales Service of your product’s manufacturer, for a maximum period of 20-30 working days.

You may exercise your right of withdrawal without penalty. Any shipping charges incurred when returning a product are the customer’s responsibility.

Please send your product to the address Arcapel Ltd 18j Shangbu Buliding Futian District Shenzhen Guangdong Province China 51800.

Arcapel will accept returned footwear, defective products and items that do not match the description on the website.

You can cancel your purchase at any time up to 7 working days following the day you receive the goods. In this case please send an e-mail to support@arcapelshop.com with the order number and serial number of the product to be returned.

Your product must be complete and in ‘as new’ condition (i.e. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging). It must not have been used or installed. It should be returned with the original box, packing and accessories you received with it.

Return Policy

Electronics with no quality issues are eligible for a refund of 85% of the item's price within 7 days of receiving your order. The remaining 15% will be kept as a restocking fee. The price of any items or accessories lost during the return process will also be deducted from the refund.

Quality Issues:

Products with quality issues are eligible for a full refund or exchange within 30 days of delivery to the customer, once Customer Service has confirmed the product was not damaged on purpose. When requesting the refund, please be ready to provide Customer Service with photographs clearly showing any issues related to manufacturing, include malfunctioning buttons and damage to the motherboard, screen or accessories.

Weddings & Events (Customized Dresses, Groom Wear, & Accessories)

Cancellation Policy

We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our clothing and some accessories (including shoes, sashes, and wraps) are made to order, and the materials cannot be reused once the creation process has begun. The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation and return policies below for details.

- Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.

- Orders cancelled 24 to 72 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.

- Orders cancelled more than 72 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost.

- Once your order has been shipped, it can no longer be cancelled.

   If you would like to cancel your order, please Login to My Orders to proceed.

• When you receive an email entitled "Payment Confirmation for Order#_______ with Arcapelshop.com",your payment has been confirmed.

Return Policy

Your satisfaction is of the utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the dress or clothing has been made to your order specifications. Try on your dress or clothing as soon as possible without removing the tags, altering, or washing the dress.

If you are returning or exchanging dresses,clothing, or accessories, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.

Defective, Damaged or Misshipped Items

Defective, damaged or mis-shipped items are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service with photographs clearly showing the problem with the items. If you believe your items were damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as "Proof of Damage" documentation from your delivery carrier in order to process your refund.

Sizing or Fitting Issues

As all of our dresses and clothing is hand-sewn and custom-tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements. To ensure that your item will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.

Item is not the size you ordered

Should your item size differ from the specifications of your order by more than one inch, we encourage you to find to find a local tailor to make adjustments, and we will gladly reimburse you for up to 100% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.

Your item is the size you ordered but does not fit

Dresses or clothing that does not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses and clothing is made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost.

Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.

Color Mismatch

The settings of your computer screen may alter the color of the pictures shown on Arcapelshop.com. Slight color mismatches between the color of your item and the color shown on screen may not mean that the item is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.

Overdue Orders

If your order cannot be shipped by the time originally stated, Customer Service will offer you the option of keeping or canceling your order. Customers whose items are overdue by no more than 10 days can choose to cancel the order and get a full refund, or keep the order and get a 30% reimbursement upon delivery. Customers whose items are overdue by more than 10 days have the option of canceling for a full refund, or keeping the dress at no cost except shipping fees.

Product warranties

Several types of warranties are available for the products sold on our website. All products sold on the Arcapelshop website, whether they are new , come with a legal guarantee .

The legal guarantee concerning product conformity covers all latent defects discovered within 1 years from the date your product was delivered.

Whatever the problem with your product, we recommend you return it with the supplied warranty card and a returns coupon. The returns coupon may be printed from your “My account” account.

The legal guarantee concerning product conformity does not apply in some cases:
- when damage is caused by external factors such as shocks, lightning, power surges, rust and sand.
- when damage is caused by the customer’s non-respect of the manufacturer’s instructions regarding the use and installation of the product, 
- when damage is caused by the customer’s misuse of the product 
- when the customer is aware of damage to the product at the time of placing their order

Manufacturers’ warranties do not cover:

- replacement consumables such as batteries, light bulbs, fuses and recording or playback heads,
- improper use of the product, 
- damage resulting from repairs performed by non-certified technicians, 
- damage caused by external factors such as accidents, internal or external shocks, lightning, power spikes, rust and sand.

Please read the user manual supplied with your product(s) carefully for the exact terms and conditions of the manufacturer’s warranty.

Should the manufacturer not honour the terms of the warranty for any of the aforementioned reasons, Arcapelshop will not be held responsible.

In cases where the manufacturer’s warranty is not applicable, the manufacturer will provide the customer with an estimate repair fee. If you would like your product(s) to be returned to you by the manufacturer without any repairs being carried out, administration charges may apply. Should you choose to abandon your product altogether, no additional charges will apply.

You have 1 months to accept or reject the quote and pay the amount due. If we do not hear from you within this time, we will assume that you have rejected the quote and abandoned your product. No compensation will be issued.

Our after-sales service will only attempt to send products to customers twice. If we are unable to deliver your parcel on both occasions, (i.e. parcel refused, delivery impossible, etc.) your product will be returned to the costums logistics centre, where you’ll be able to collect it within 3 days . After this time, we will assume that you have abandoned your product, and the costums will reserve the right to destroy your item. No compensation will be issued.

You Need Know:

Arcapelshop chooses products to sell based on their excellent designs and proven reliability. So the quality is guaranteed.

We check all of your orders during the packing stage to make sure that the right accessories are included.

We have a QC team who tests your ordered products are functioning correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the goods have passed in the factory line.

All our products are covered by a 7-day policy for return.In essence this means that faulty products can be returned to Arcapelshop, we will make the repairs or instant exchange and ship them back to you. Address for return is submitted in the meanwhile of acquiring the return merchandise authorization (RMA).

Quality problem can be defined as obvious quality defects, not following the customization requirement of customer and size deviation from the original size criteria as well as required measurements.

For the dispute on size deviation, please take some photographs on the merchandise by laying it on the ground and place a tape ruler to measure out the problem. Customers shall submit the photographs to support@arcapelshop.com and Arcapelshop may have the designated personnel to take the dispute and a reply will be offered within 24 hours.
Color Aberration is existed due to the color effect by the PC monitor and weather condition. The quality problem is not included with color aberration. Quality problem shall refer to product blemish such as holes or serious discolored and craze on the product. The problems related to material differentia from the buyer’s imagination or when buyer using the product but not beautiful enough and the color is not fit etc which we will not regard them as the quality problem.

By considering the uniqueness of the product in the event of the product is in Custom Made. We can offer you a revise service based on your requirement. The return or exchange of the product in is not accepted.
We don’t take any responsibility on the delay of your using the product if the processing of Custom Made order is delayed due to the late remittance of product fare and arise with dispute on item return or exchange.
We don’t accept the request for the return of your received product in the event of product did not meet your requirement on the change of style from the original product design. We shall strictly follow your requirement on the change of the original design of product after you paid for the relevant order you placed.

The intimate apparels are not acceptable for return or refund because those are comparatively personal and close fitting. Please make sure the right size when you buy. All shoes product are not acceptable for return or refund due to the shoes are custom made. Please make sure the right size when you buy a pair of shoes.

Something You May Want to Know

Arcapelshop.com clearly knows how perfect a lady, like you, wants her wedding to be, and getting a gorgeous wedding gown will be such a great delight in the middle of your dealing with all the frenzy of wedding plans. And your satisfaction is what we’ve been working on ever since the very first day we began to design and make the dresses. We only pick fine materials and employs superb craftsmanship and feel pleased about that, as if we would see the beautiful smile on your face when you get our product. Nevertheless, there exists some possibility that you might still find something different from what the dress looks like in the photos. So please allow us here to explain to you why this might happen.

1.You might see some differences in the colors

For custom-tailored dresses, subtle differences between the colors of the real products and those shown in the pictures are actually normal phenomena. It would be even inevitable sometimes due to the lighting conditions and angles of our shooting, your screen resolution, and individual perception of colors, etc. The differences, usually, might be slightly greater when it comes to those dresses with a more complicated combination of colors.

2.You might find the fabric feels a little different as you thought

Arcapelshop.com always adheres to the best quality standards by selecting top grade materials for the gowns. All the tailor-made wedding dresses are subject to the fabrics of the real samples. However, factors like different dyeing techniques, different hues, and different lengths of time the dresses serve, will also lead to slight differences in the textures, even of the same fabric, which, in fact, does not affect the quality of our fabrics.

3.You might find a discrepancy in size

In fact, it is normal to have some subtle difference in size due to the hand-made process. But we can firmly assure that the wedding dress is strictly tailor-made according to the size you provide along with your order.

4.You might find some differences in craftsmanship

Since we stick to pure hand-made, it is inevitable to have subtle difference existing between the craftsmanship of the real dress and that shown in the picture regarding the pleat density, beads, embroidery, applique, and handcrafted flowers. But you can be assured that the wedding dress is surely out of elaborate crafts. We try our best to make sure the wedding dress is delicately made by hand to give you the perfect look as expected.

How do I return an item shipped by Arcapelshop.com?

Visit our Online Returns Center to get a mailing label to return your item. NOTE: Return shipping may be deducted from the amount of your refund if the reason for your return is not the result of Arcapelshop error.

How do I return an item fulfilled by a seller?

Arcapelshop.com cannot accept returns of items fulfilled by sellers. Items fulfilled by sellers must be returned to the seller according to the its return guidelines.

I've returned my item; how soon will I receive my refund?
Once the carrier has received your item, you should receive your refund in 20-30 business days.