Refund policy
Last updated: 6th of May 2025
Return and Refund Policy
At Arconya, we want to ensure your complete satisfaction with your purchase. Our return and refund policy is designed to provide you with a hassle-free experience.
Requesting a Return or a Refund:
Initiating a Return or Refund: We offer a 30-day return policy* on all of our collections except the MTO products starting from the delivery date This allows you to request a return or refund within 30 days of receiving your item in the case that it arrives damaged which means that it is unusable, or totally different from the description. Please note, in cases of customer remorse, the return's shipping cost should be provided by the customer.
Submit a request by contacting us at customercare@arconya.com, or reach out to us via our contact page.
*Exchanges and returns are not valid for MTO items (which are the products handmade in Spain. check the product's description) as they are made specifically for you. However if the item arrives damaged, or if we have sent you a different model, color or size than what you have ordered, then we can offer you a refund and return, or an exchange. If you chose the wrong size after examining the size chart, then we cannot offer an exchange.
After the return request has been received, we will process it, if it were to be accepted for the above mentioned reasons we will get back to you with a return label which can be used to return the order back to us, for other reasons, you will have to send the item to an address that will be shared with you. Once the item has been received by us, we will issue a refund to the same payment method which was used to place the order. Refunds take around 3-5 business days to reflect back in your payment method's account.
If the order arrives damaged, we will issue a refund or send you a replacement.
Please note that we cannot accept a refund or order cancellation request if the item has not been delivered yet. Once the item is in transit, it cannot be cancelled. However, you can return it after it has been received if the return falls under an eligible reason.
Cancellations:
Custom orders (MTO items) receive the care and attention they deserve, so they cannot be modified or cancelled once shipped. An item can ben cancelled within the first 24 hours of placing the order. Cancellation requests after the first 24 hours will incur a 10.3% fee, which increases progressively up to 50%—the closer the item is to being ready and the further the request is from the order date, the higher the fee; Because the materials and labor required to make the item have already been allocated.
FAQ:
- What happens if I lose the return label? We will send you a new label as long as the original label was not used
- Are there any return shipping costs? No, the shipping label is free to use to return the item to us for eligible return reasons.
- Can I exchange an item? Yes you can change the item in the within 30 days of receiving your item in the case that we have sent a different color, model or size than the one you have ordered.
Eligibility for Returns
For your item to be eligible for a return, it must meet the following criteria:
- It must be in the same condition as when you received it.
- The item must have all tags attached.
- It must be in its original packaging.
Initiating a Return
To start a return, please contact us at customercare@arconya.com and we will provide you with detailed instructions on how and where to send your package. We will send you a return label
Damages and Issues
We take product quality seriously. Please inspect your order upon receipt. If the item is defective, damaged, or you have received the wrong item, contact us immediately at customercare@arconya.com This allows us to evaluate the issue and either issue a refund or send you an exchange promptly.
Email Communications
If you reach out to us via email, we will respond within 1-2 business days, please check your spam folder, as our emails may occasionally end up there.
Non-Returnable Items
Certain items are non-returnable and non-refundable, including:
- Shoe care products
Exchanges
If we have sent you the wrong size, color or item you can contact us to return the item you have within the first 30 days of receiving it. Once we have received and inspected the returned item, we will ship the new item to you.
Refunds
We will notify you once we've received and inspected, your return. You'll be automatically refunded to your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund which is around 3 to 5 business days.
We appreciate your trust in Arconya, and we are committed to providing you with a seamless shopping experience. If you have any questions or concerns about our return and refund policy, please do not hesitate to contact us. Your satisfaction is our priority.
Contact
Support: Monday - Friday
Support: Monday - Friday
Phone: 0796626197
E-mail: customercare@arconya.com
Address: BASMAN STREET 24, AMMAN, AMMAN, 11118, JORDAN