Refund policy

1. These terms

These terms apply to every order placed through shoparvello.com. By completing checkout you confirm that you have read and accepted them.

Payments appear on your statement as ARVELLO. If a charge on your statement is unfamiliar, please check this descriptor before contacting your bank.

2. Talk to us first

If anything is wrong with your order, contact us at hello@shoparvello.com before taking any other step. We answer every email within one working day and we resolve problems directly, including replacements and refunds where they apply.

Raising a dispute with your bank or card issuer without contacting us first removes our ability to put the matter right, and delays any resolution by several weeks. We ask that you always give us the chance to help before doing so.

3. Cancelling your order

You may cancel an order at no cost at any time before it is dispatched. Email us with your order number and we will confirm the cancellation and refund in full.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you also have the right to cancel within 14 days of receiving your order, and a further 14 days to return the goods to us. This statutory right applies in addition to the 30-day return policy below.

4. Returns

We accept returns for 30 days from the date your order is delivered.

To be accepted, the item must be unworn, unwashed, undamaged, with all tags attached and in its original packaging, and you must provide the order number or another proof of purchase.

All returns must be authorised before being sent. Email hello@shoparvello.com to request a return and we will issue instructions and a return address. Items sent back without prior authorisation cannot be processed or refunded.

Return postage is paid by the customer, except where the item is faulty, damaged or not what you ordered, in which case we cover it. We recommend using a tracked service, as we cannot refund a return that does not reach us.

If an item is returned in a condition worse than needed to establish its nature and characteristics, for example worn beyond trying on, washed, marked or missing tags, we may reduce the refund to reflect the loss in value.

5. Items we cannot take back

Personalised or made-to-order items; hygiene and personal care items where the seal has been broken; gift vouchers; and items returned outside the 30-day window or without prior authorisation.

6. Faulty, damaged or incorrect items

Please check your order on arrival. If an item is faulty, damaged or not what you ordered, email us within 14 days of delivery with your order number and photographs showing the problem. We will arrange a replacement or a full refund, including postage, at no cost to you.

7. Refunds

Once your return arrives and has been inspected, we will confirm the outcome by email and issue any approved refund within 5 working days, to the original payment method.

The time it then takes to appear on your statement depends on your bank or card issuer, and is outside our control. Allow up to 10 working days from our confirmation. If it has not arrived after that, contact us and we will send you the transaction reference so your bank can trace it.

8. Delivery and non-receipt

Every order is dispatched with tracking, and the tracking link is emailed to you. An order is treated as delivered once the carrier records it as delivered to the address supplied at checkout.

You are responsible for giving a complete and correct delivery address. We cannot refund orders lost because the address was wrong or incomplete, or refused or unclaimed at delivery.

If your tracking shows delivered but you have not received the parcel, tell us within 14 days of that date so we can open an investigation with the carrier while the evidence is still available. Claims raised after this period cannot be investigated.

9. Prices and payment

Prices are shown in the currency set for your location and include any applicable taxes. The amount charged is always the amount displayed at checkout, and that total is confirmed to you by email immediately after purchase.

Payment is taken at the time of order through our secure payment provider. We do not store your card details.

10. Changes

We may update these terms. The version that applies to your order is the one published at shoparvello.com when the order was placed.

Questions about anything above: hello@shoparvello.com.