Refund policy
Last updated: July 2026
1. Return Conditions
To be eligible for a return, items must be unworn, unwashed, unaltered, and unused, free of any odours, stains, or damage, with original tags attached and original packaging intact, showing no signs of wear or use. Returns that do not meet these conditions may be rejected and sent back to the customer.
2. How to Request a Return
Please contact us before sending anything back — prior authorisation is required, and items sent without it may not be processed. Email support@ardenfell.com with your order number and the reason for your return. We will acknowledge your request within 48 hours and provide instructions on how to proceed. We recommend using a tracked postage service, as we are not responsible for returns lost in transit back to us.
3. Return Shipping Costs
If your item arrived damaged, defective, or incorrect due to our error, we will cover the cost of return shipping. In all other situations — including change of mind, ordering the wrong size or colour, duplicate orders, items not meeting expectations, accidental purchases, delayed return requests, or any other reason resulting from customer preference or error — the customer is responsible for return shipping costs.
4. Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of receipt with photos of the issue along with your order number. We will offer a free replacement or a full refund, whichever you prefer, and we will cover the full cost of return shipping in these cases.
5. Refund Process
Once we receive your returned item, we will inspect it before approving the refund. Approved refunds are processed within 7–14 business days to your original payment method. Depending on your bank or card issuer, it may take a further 1–2 billing cycles for the refund to appear in your account. Original shipping costs are non-refundable, except where the return is due to a defective, damaged, or incorrectly dispatched item.
6. Exchanges
If you would like to exchange an item, please check with us on availability before sending it back, as exchanges are subject to stock levels. If the item you would like is unavailable, we will issue a full refund instead.
7. Non-Returnable Items
We are unable to accept returns for items that have been worn, washed, altered, or damaged after receipt, that are missing their original tags or packaging, or that show any signs of use.
8. Late or Missing Refunds
If you haven't received your refund within the timeframe above, please first check your bank account again and contact your card issuer, as processing times can vary. If you still have not received your refund after this, email us at support@ardenfell.com and we will look into it for you.
9. Return Window
You have the right to request a return within 14 days of receiving your order. This is a statutory right under UK consumer protection law, guaranteeing customers a cooling-off period on most online purchases. To be accepted, returned items must meet the conditions described above — unworn, unwashed, unaltered, with original tags and packaging intact, and free of any signs of use. Requests submitted after 14 days from the date of receipt cannot be accepted.
10. Contact Us
If you have any questions about returns or refunds, please email us at support@ardenfell.com. We aim to respond to all enquiries within 24 hours on business days.