Who do I contact with questions?
Please email firstname.lastname@example.org with any questions.
How much does shipping cost?
We use Royal Mail (signed & Tracked)
UK - Tracked & Signed - £5.00
Europe - Tracked & Signed - £10.00
International - Tracked & Signed - £15.00
Can I change my order once placed?
Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order the correct items. email email@example.com
Do you guys re-stock your inventory?
On occasion we will re-stock some of our items. Please make sure to check back frequently if an item you want is not available at the time you are on the site.
Do I have to pay customs and import charges?|
Any customs or import duties are charged once the parcel reaches its destination country. The recipient of the parcel must pay these charges. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.
Arcane London is not responsible for destination country tax and/or duty charge if incurred. The buyer will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country, prior to ordering.
Arcane London will NOT be responsible for any Duties, Taxes, or Customs fees under any circumstances.
I placed a successful order but why didn’t I receive a confirmation email yet?
If you placed a successful order you should receive confirmation email with an order number. If you have not received an email after 1 hour please contact us to make sure your order went through.
What payment types do we accept?
We process our Payments through STRIPE and accept Visa, MasterCard, and American Express.
Can I track my order?
All orders are shipped using the Tracking Number Provided. You can track them here: ROYAL MAIL https://www.royalmail.com/track-your-item
Please note, once we have emailed you the tracking reference, we recommend you track from this point on, online, as we are not able to track each order once it has left us.
My shipping address is different from my billing address, why is my transaction declined?
If the customer's billing address is not the same as the requested shipping address, the order will be cancelled without exception. *We are not responsible for envelopes lost to/from us.
What if my order is not correct?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us at firstname.lastname@example.org. Please include your order reference at all times when e-mailing customer services.
How do I return an item?
Returns should be made by registered mail in their original condition, to the address below, within 7 working days from receipt. We will refund any sums that you have paid to us with the exception of postage and packing. Only products that are in their original condition will be refunded, others will be returned to the customers at their own cost. For more information please Email: email@example.com
SALE ITEMS: Sale items cannot be returned or Exchanged. Please ensure that you have carefully reviewed your order before finalising your purchase.
For more help please contact: firstname.lastname@example.org
To return your orders simply follow these steps:
- Please ensure you have read and understood thoroughly how to return or and exchange an item.
- In the first instance please contact us immediately. We will forward to you, our returns form. Please fill this out and include this with your items.
- Return the item along with the completed returns form by recorded delivery to the returns address on the form . Please always obtain proof of postage when returning a parcel.
We are unable to assume responsibility for any lost or damaged items.
- Once we receive your order and passes inspection, you will be offered an exchange or a refund if applicable.
- We always try to process returns as soon as they arrive. However, please allow up to 14 days for your return or exchange to be processed.
©2015 ARCANE LONDON LIMITED. ALL RIGHTS RESERVED