At Arnell Colls, every garment is crafted with an unwavering commitment to quality, artisanship, and the highest standards of luxury. We understand that the relationship between a discerning client and their wardrobe is one of trust and refinement. This policy has been designed to reflect that philosophy ensuring that every interaction with our house is as exceptional as the collections we create.

We kindly request that all clients review the following terms carefully. By completing a purchase with Arnell Colls, you acknowledge and agree to the conditions set forth herein.

1. Return Policy

1.1  Return Window

Clients of Arnell Colls may submit a return request within three (3) calendar days of confirmed receipt of their order. Requests submitted beyond this period will not be eligible for consideration, and the sale shall be deemed final.

1.2  Eligible Return Reasons

Returns are accepted exclusively under the following circumstances:

  • Size discrepancy – the item received does not correspond to the size specified in the original order.
  • Damaged or defective merchandise – the item exhibits a manufacturing defect or has sustained damage during transit.
  • Incorrect item received – the item delivered does not match the product as ordered.

1.3  Condition Requirements

To be eligible for a return, all items must strictly meet the following conditions at the time of receipt by Arnell Colls:

  • The item must be entirely unused, unworn, and unaltered.
  • The item must be free from any damage, marks, stains, odours, or signs of use.
  • All original tags, labels, and authenticity certificates must remain intact and attached.
  • The item must be returned in its original, undamaged Arnell Colls branded packaging, including all tissue, dust bags, boxes, and accompanying materials.

1.4  Right to Refuse Returns

Arnell Colls expressly reserves the right to decline any return that does not satisfy the conditions outlined in this policy. Items that appear used, altered, damaged by the client, or returned outside the prescribed window will not be accepted and shall be returned to the client at their expense.

2. Refund Policy

2.1  Refund Eligibility & Inspection

Refunds shall only be initiated upon the safe receipt and thorough inspection of the returned item by our quality assurance team. Arnell Colls will assess each return against the condition requirements stated in Section 1.3. Refunds will not be processed for items that fail this inspection.

2.2  Refund Processing Timeline

Upon approval of a return, the corresponding refund will be processed within four to five (4–5) business days. Please note that depending on your financial institution, additional processing time may be required before the amount reflects in your account.

2.3  Method of Refund

All approved refunds will be issued through the original payment method used at the time of purchase, where applicable. Arnell Colls does not issue refunds via alternative payment channels unless expressly authorised in writing.

2.4  Non-Refundable Charges

Delivery and shipping charges are strictly non-refundable under all circumstances. Only the value of the returned product(s) shall be considered for refund. Any applicable customs duties, taxes, or surcharges paid by the client are similarly non-refundable.

3. Exchange Policy

Arnell Colls offers a size exchange option as a courtesy to our valued clientele, subject to product availability. If you have received an item in an incorrect size, you may request an exchange for the same product in the correct size within the three (3) day return window.

The following conditions apply to all exchanges:

  • Exchanges are only available for size-related concerns for the same style and colourway.
  • The item must meet all condition requirements as specified in Section 1.3.
  • Exchanges are subject to stock availability. In the event that the requested size is unavailable, a refund will be offered in accordance with Section 2.
  • Shipping costs associated with exchange deliveries may be borne by the client, as communicated at the time of exchange approval.

4. Non-Returnable Items

For reasons of hygiene, exclusivity, and brand integrity, the following categories are not eligible for return, exchange, or refund under any circumstances:

  • Items that have been worn, washed, altered, tailored, or personalised.
  • Sale, discounted, or promotional merchandise explicitly marked as final sale.
  • Intimate apparel, hosiery, and undergarments.
  • Bespoke, made-to-order, or custom-commissioned pieces.
  • Gift cards and store credits.

5. How to Initiate a Return

Arnell Colls has established a streamlined process to ensure your return experience is handled with the utmost care and efficiency. Please follow the steps below:

  1. Contact Our Client Services Team

Within three (3) days of receiving your order, please contact us via email or telephone (details provided in Section 7) with your order number, the item(s) you wish to return, and the reason for the return. Our team will respond within one (1) business day.

  1. Await Return Authorisation

Do not dispatch any item prior to receiving a formal Return Merchandise Authorisation (RMA) from our team. Unauthorised returns will not be processed and will be declined upon receipt.

  1. Package the Item Securely

Once authorised, carefully repackage the item in its original Arnell Colls packaging, ensuring all tags, labels, and accessories are enclosed. We recommend using a trackable courier service, as Arnell Colls is not liable for items lost or damaged in return transit.

  1. Dispatch to Our Returns Address

Send the package to the return address provided in your RMA confirmation. Include your RMA reference number clearly on the exterior of the parcel.

  1. Inspection & Resolution

Upon receipt of your return, our quality assurance team will conduct a thorough inspection within two (2) business days. You will be notified of the outcome via email, and any approved refund or exchange will be processed in accordance with Sections 2 and 3 of this policy.

6. Cancellation Policy

Arnell Colls endeavours to fulfil and dispatch orders with speed and precision. As such, our cancellation window is strictly limited.

  • Orders may be cancelled without charge within two (2) hours of placement, provided the order has not yet been processed or dispatched.
  • Cancellation requests must be submitted immediately to our Client Services team via the contact details .
  • Once an order has been processed or dispatched, cancellation is no longer possible, and the standard Return Policy (Section 1) will apply.
  • Bespoke and made-to-order items cannot be cancelled under any circumstances once production has commenced.

7. Legal Disclaimer & Company Rights

This policy constitutes a binding agreement between the client and Arnell Colls and supersedes all prior communications, representations, or agreements relating to returns, refunds, and exchanges.

Fraudulent return activity, including but not limited to the return of counterfeit goods or items not purchased from Arnell Colls, will be reported to the relevant authorities and may result in legal action.

Arnell Colls reserves the right to amend, update, or withdraw this policy at any time without prior notice. The version applicable at the time of purchase shall govern the transaction.

This policy does not affect any statutory rights to which the client may be entitled under applicable consumer protection legislation.

Arnell Colls shall not be held liable for any delays caused by third-party courier services, customs authorities, or circumstances beyond our reasonable control.

All determinations made by Arnell Colls regarding the eligibility of returns, refunds, and exchanges shall be final and binding, subject to applicable law.