Refund & Returns Policy

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Refund & Returns Policy

Simple and transparent returns. Read below for conditions, deadlines and steps.

📦 Track my order 🚚 Delivery & processing times

General principles

  • Request period: You have 14 calendar days after receipt to request a return or exchange.
  • Condition of items: unworn, unwashed, undamaged, complete (accessories, tags, instructions) and in original packaging.
  • Proof required: order number, photos/videos in case of defective or non-compliant item.
  • Type of solution: refund , exchange or credit note (depending on your choice and availability).
To initiate a return, contact us: 📧 support@arrivalmarket.net · 💬 WhatsApp +1 614 784 5526

Eligibility for return

  • Item received damaged / defective (photo/video proof).
  • Item not as described (different size/color/model).
  • Size not suitable, exchanges possible if in stock .
  • Incomplete order (missing item) — we will resend the missing item or refund its value.

We respond within 24–48 working hours with instructions.

Exceptions & non-returnable items

  • Worn/opened hygiene products: lingerie, underwear, swimwear and intimate accessories (unless a defect is proven upon receipt).
  • Personalized or custom-made items.
  • Gift cards, digital downloads.
  • Items returned after 14 days without prior agreement.

If you are unsure about eligibility, please contact us before shipping the return.

Return procedure (steps)

  1. Initial contact: write to support@arrivalmarket.net (or WhatsApp) with:
    • Order number, email address used, reason for return, photos/videos if defective
  2. Validation & label: we confirm the return address and method (depending on the country) within 24–48 working hours.
  3. Return shipping: send back the item properly protected; share the tracking number as soon as you send it.
  4. Quality control: upon receipt, our team checks the condition ( 1 to 3 working days ).
  5. Solution: refund, exchange or credit note issued immediately after verification.
Return costs: unless the error is ours (defect or non-conformity), the return costs are the responsibility of the customer.

Refunds

  • Timeframe: Once the return is approved, the refund is initiated within 1–3 business days .
  • Payment method: same payment method as the purchase (Stripe/PayPal/card). Bank processing times may add 5–10 business days .
  • Amount: price paid for the item + initial shipping costs if the error is attributable to us (defect, non-conformity).
  • Undelivered orders: we will refund if tracking confirms non-delivery after the maximum delivery window.

In the event of a bank dispute (chargeback), we transmit the tracking/delivery evidence to the issuer.

Exchanges & Assets

  • Size/colour exchange: possible depending on stock; otherwise, credit note valid for 12 months .
  • Store credit: issued immediately after return verification.
  • Gift item: refund made to the original payer; upon request, we can issue a credit note to the recipient.

Destinations Africa & Caribbean

Upon arrival in your city, the delivery is usually confirmed by phone/WhatsApp . Please provide an active WhatsApp number and a clear landmark (neighborhood, monument, nearby business).

If delivery could not take place (unreachable, address inaccurate): we make two attempts to contact you within 7 days before resolution (credit/partial refund as appropriate).

FAQ Returns & Refunds

I want to cancel my order.

We can cancel your order if it hasn't yet been shipped. Contact us as soon as possible (email/WhatsApp). If it has already been shipped, please use the return procedure.

I haven't received my order.

Check the tracking ( Track my order page). If the maximum delivery time is exceeded, we will refund or resend.

Item was defective upon receipt.

Send photos/videos within 72 hours of receipt; we offer replacement, credit note or priority refund.

How do I prepare my return package?

Protect the item, include all accessories/tags, and use a sturdy envelope or box. Add the order number inside.

Contact us for returns

Our team responds within 24–48 business hours :

After the return has been agreed upon, we will provide you with the appropriate address or label depending on your country.