Refund and Returns Policy

Effective date: September 26, 2026

This policy explains exactly when Arrive Luxe takes a product back and how the money reaches you. It is deliberately specific, so please read it before ordering rather than after.

What we accept

• Manufacturing defect. A fault in materials or workmanship: a seam that opens, a seal that leaks, a hinge or zip that fails in normal use.
• Damage in transit. The parcel or its contents were damaged on the way to you.
• Wrong item received. What arrived is not what the order confirmation says you bought.

What we do not accept

We cannot take back a product because of a change of mind, because it turned out not to suit you, because a colour reads differently on your screen, or because of personal preference or a misjudged size. Items that have been used beyond a reasonable inspection, or that are missing parts or original packaging, also fall outside this policy. If you are unsure whether something is right for your trip, ask us first; we would much rather answer a question than process a rejected return.

How long you have

Your request must reach us within 30 days of the delivery date recorded by the carrier. Requests made after that window cannot be accepted.

Reporting transit damage

Damage must be reported within 72 hours of delivery, because that is the limit carriers allow for a claim. Send photographs showing all four of the following:

• the damage to the product itself;
• the outer shipping box, from the outside, including any crushing or tearing;
• the shipping label, readable in full;
• the inner packaging and protective material.

Keep the box and the packaging until the claim is settled, as the carrier may ask to inspect them.

Opening a return

• Email support@arriveluxe.com with your order number, the item concerned and a description of the problem.
• Attach the photographs described above where damage or a visible defect is involved.
• We review the request and confirm whether it is approved within 1-2 business days.
• If it is approved, we send written return instructions. Please wait for them: an item sent back without instructions may not be traceable to your order.
• Pack the item securely, ideally in its original packaging, and send it using the method we give you.

Who pays to send it back

Nothing. For an approved return covering a defect, transit damage or a wrong item, Arrive Luxe pays the return shipping. You will not be charged a restocking fee.

Refunds

Once the item reaches us it is inspected against the reported issue. When it is confirmed, the refund is issued to the original payment method within 3-7 business days. Your bank or card issuer may take additional days to display it on your statement, which is outside our control. Refunds cannot be redirected to a different card or account.

Replacements and exchanges

We do not operate an exchange or store-credit scheme. Where a defective or incorrect item is still in stock, we can send a replacement instead of a refund if you ask for one when you open the return; otherwise the order is refunded and you are free to reorder.

Cancelling before dispatch

To cancel, email support@arriveluxe.com with your order number as quickly as possible. Orders are prepared within a day, so once an order has been packed or handed to the carrier it can no longer be cancelled; wait for it to arrive and contact us if there is a problem covered above.

Contact

For anything about a return or a refund, email support@arriveluxe.com or call +1 (916) 494-3305 during Monday-Saturday, 9:00 AM - 6:00 PM PT.