Refund policy

OUR PROMISE TO YOU — RETURNS & REFUNDS

At ARC & IVORY, we curate every collection with the highest standards of quality and care. We stand behind each item we offer — and we want every experience with our Maison to feel as refined as the products themselves.

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14-DAY RETURN WINDOW

We offer a 14-day return window from the date of delivery. Should you wish to initiate a return, please contact us within this period.

To be eligible, all of the following conditions must be met without exception:

— The item must be completely unused and unopened
— All original tags must be intact and attached
— The item must be in its original, undamaged packaging
— Proof of purchase must be provided
— The customer is responsible for all return shipping costs
— Items must be returned via a tracked shipping method

Returns that do not meet every condition above will not be accepted. ARC & IVORY reserves the right to refuse any return that arrives in a condition inconsistent with the above requirements.

To initiate a return, contact us at info@arcivory.com before sending anything back. Items returned without prior written authorisation will be refused and returned to sender.

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DAMAGED OR INCORRECT ITEMS

We inspect every order before dispatch. However, should your item arrive damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@arcivory.com with photographic evidence. Claims submitted after 48 hours of delivery may not be eligible for resolution.

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NON-RETURNABLE ITEMS — NO EXCEPTIONS

The following items are strictly non-returnable under any circumstances:

— All beauty, skincare, cosmetic, and personal care products
— Any item that has been opened, used, or had its seal broken
— Perishable goods of any kind
— Custom, personalised, or special-order items
— Fragrances and candles once opened
— Pet care products once opened
— Sale items, discounted items, and promotional purchases
— Gift cards

We strongly advise reviewing all product details carefully before purchase. If you have questions about a specific item, our team is happy to assist before you buy.

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EXCHANGES

We do not offer direct exchanges. Should you wish to exchange an item, please initiate a return for the eligible item and place a new order separately. This guarantees your preferred item is secured without delay.

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EUROPEAN UNION — MANDATORY COOLING OFF PERIOD

For orders delivered within the European Union, customers retain the statutory right to cancel or return within 14 days of receipt, without requiring justification. All standard eligibility conditions apply — items must be unused, unopened, in original packaging, and accompanied by proof of purchase. Beauty and personal care products that have been opened are exempt from this right under EU Directive 2011/83/EU.

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REFUNDS

Upon receipt and inspection of your return, we will notify you of our decision within 3 business days. If approved, your refund will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or card provider.

If 15 business days have passed since your refund was approved and you have not received it, please contact us at info@arcivory.com.

Please note: original shipping fees are non-refundable. Only the product value will be refunded.

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We are always here to assist.
info@arcivory.com — ARC & IVORY Client Services