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Politique de remboursement

At Arlana, your satisfaction matters. If something isn't quite right, this policy explains exactly how returns, exchanges, and refunds work.

Return Period

You have 30 days from the date of delivery to request a return. All return requests must be pre-authorized by our customer service team before sending anything back. Returns sent without prior authorization will not be accepted or processed.

Conditions for Returns

Items are eligible for return if they are unused, unworn, and undamaged, in their original condition with all original labels and tags intact. Trying items on for fit is permitted. If visible signs of wear, washing, or damage are found upon inspection, a reduction in refund value may apply.

Non-Returnable Items

The following items are not eligible for returns:

  • Items marked as Final Sale
  • Personalized or custom-made products
  • Underwear and intimates if the hygiene seal has been removed

Restocking Fee

A 15% restocking fee applies to all approved returns. This fee covers inspection, processing, and inventory handling. The restocking fee may be waived only if the item arrived damaged or defective. Each case is reviewed individually.

Return Shipping

Customers are responsible for all return shipping costs unless the item is defective or damaged. We recommend using a trackable shipping service. Arlana is not responsible for lost, delayed, or untracked return parcels.

Return Address

Returns must only be sent to the address provided by our customer service team after your return has been approved. Do not send returns to any other address — they cannot be processed.

How to Start a Return

Email us at support@arlana.com with the following:

  • Your order number
  • The item(s) you wish to return
  • Reason for return
  • Clear photos (required for damaged or incorrect items)
  • Your full name and shipping address

You will receive return instructions within 1–2 business days (Monday–Friday).

Refunds

Once your return is received and inspected, you will be notified of the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Please note that the 15% restocking fee will be deducted from your refund where applicable. Original shipping costs are non-refundable.

Exchanges

Exchanges are completely free for the following:

  • Incorrect size received
  • Wrong item received
  • Damaged or defective item received

Simply contact us at support@arlana.com and we will take care of it at no extra cost to you.

Order Cancellations

Orders may be cancelled within 30 minutes of purchase. Once processing has begun, cancellation is no longer possible. After delivery, a return may be requested in accordance with this policy.

Damaged, Lost, or Incorrect Orders

If you received a damaged item, the wrong item, or your package was lost, please contact us within 7 days of delivery at support@arlana.com. We will offer either a full replacement or a full refund — your choice.

Policy Updates

Arlana reserves the right to update or modify this policy at any time. Changes take effect immediately upon publication on our website.

Contact Us

Questions about a return or exchange? We're here to help.

Customer Support Hours
Monday – Friday: 9:00 AM – 6:00 PM EST
Saturday: 10:00 AM – 4:00 PM EST
Sunday: Closed

Response Time: We aim to respond to all inquiries within 24–48 business hours.