Return Policy

in the following you will find a simple guide on how to proceed if you wish to return an order:

1. What do I do if I decide I don’t want my good before they arrive (Order cancellation)?

Orders that you submit online are processed immediately but they may still be cancelled, if we have not dispatched the goods yet.

If you have not received any shipping notice, please use the Contact Form to get in touch with us and request an order cancellation. We will elaborate your request as soon as possible and let you know if your order can still be cancelled.

Dispatched orders cannot be cancelled during transport. If you have changed your mind after an order has been dispatched from Arpel then you must wait till you receive the goods.

2. What do I do if I decide I don’t want my goods once they have arrived (Return)?

Once an item of merchandise is delivered to you, you have the statuatory right to return it within 14 days of delivery. To request a return you can use our Contact Form linked above or e-mail us at support @ arpel.com. To be eligible for a return, your merchandise must be unused and in the same condition in which you received it, in the original packaging.

The following items are not eligible for return, refund or exchange.

• Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;

• Goods made to your specifications or clearly personalized, such as for example:

  1. Custom furniture in different dimensions than those offered on our website
  2. Custom furniture, mattresses or bedding in personalized colours not offered on our website 

• A service, if we have fully performed it and you accepted when you placed your order;

The following list provides an overview of the key provisions of your statutory cancellation right:

Statutory Rights
Return period14 days
Refund of costs of sending the item back to us if defective, damaged or incorrectyes
Refund of costs of sending the item back to us if not defective, damaged or incorrectno
Refund of original delivery costs if the item is defective, damaged or incorrectyes
Refund of original delivery costs if the item is not defective, damaged or incorrectyes, cheapest method

We can offer assistance or organize the return shipping with our transport partners, but you will nevertheless carry the transport costs. If you require Arpel to arrange the collection of goods to be returned, we will ask our shipping partners for the best possible price and notify you of the costs for the return shipping. If you accept our offer we will then organize the collection.

The goods should be ready to be collected on the ground floor, as the delivery services usually refuse to collect from any other floor.

Of course, it’s important that you keep the original packaging on when returning any item.

After We have received your valid return, We will send you an email to notify you that We have received your returned item and notify you of the acceptance or rejection of your return. If your return is accepted, we will provide one of the following within 30 days: an exchange of merchandise for the item returned, a non-transferable merchandise credit, a credit to the payment card or original method of payment used to pay for the item, a check, or another remedy that we determine in good faith is appropriate in the circumstances.

Please keep in mind that you are responsible for paying for all shipping costs for your returned item. Shipping costs are non-refundable. If you receive a refund, the cost of any return shipping will be deducted from your refund. General If you do not comply with any of the above conditions, We reserve the right to refuse the return or exchange, or to impose different or additional conditions.

3. What do I do if my goods arrive damaged or are missing?

First of all, please thoroughly check your goods during the delivery to ensure that the packaging is intact and all items are in good condition before you sign the document of transport. Quick ways of identifying any damages when accepting your goods is to check the box or the mattress for any tears, indents or crumpled areas, which can often identify damage.

If any of the boxes are damaged, please accept the delivery with reserve of being checked. To do this, add the phrase Goods unchecked – Packages damaged when signing the document of transport or electronic device of the courier. Once you open the packages, if the goods inside are damaged please send us an e-mail at support @arpel.eu describing the damages with accompanying photos showcasing how the parts are damaged. We will elaborate your claim as soon as possible and offer you a solution that could be one of the following:

  1. free of charge exchange of the damaged parts;
  2. free of charge exchange of the complete merchandise, if it is not possible to change only the damaged parts;
  3. free of charge return of the merchandise and refund of the order;
  4. Partial refund without return of the merchandise.

If you find that your goods are damaged after you have taken delivery and if you have not signed the document of transport or electronic device with reserve of checking the goods, please e-mail us at support @arpel.eu within 24 hours of delivery describing the damages with accompanying photos showcasing how the parts are damaged. We will evaluate your request but we cannot guarantee that we will take responsibility.

If any boxes are missing from the delivery then please record with the courier how many are missing, accept the boxes that are present and then contact us by email stating which ones are missing. Once we have verified and confirmed your claim we will arrange to have them sent to you as soon as possible.

If there are parts or pieces missing in the boxes you have accepted then please email us and we will send the parts to you with no extra charge.

If a collection is arranged, the goods should be ready to be collected on the ground floor, as the delivery services usually refuse to collect from any other floor.

Of course, it’s important that you keep the original packaging when returning any item.

For more information concerning our return policy, check our Terms and Conditions