Returns, Exchanges & Refunds

We want every Arzu Kara piece to feel entirely right for you.

Should you have any questions about fit, sizing or styling, please contact the atelier before or after placing your order. We are always happy to offer personal guidance and will do everything we reasonably can to make your experience an enjoyable one.

Changed Your Mind?

We understand that choosing clothing online can sometimes be difficult. If your purchase is not quite right, you may request a return within 14 days of receiving your order.

Simply email atelier@arzukara.com with:

• Your name and order number
• The item you would like to return
• A brief reason for the return, if you are happy to share it

You do not need to provide a reason to exercise your statutory right to cancel. However, your feedback is always appreciated and helps us improve our pieces and service.

Once your return request has been accepted, we will send you a pre-paid returns label, together with clear instructions on how and where to send your parcel.

Please contact us before returning your order, as parcels sent without prior notification may be delayed or may not reach the correct department.

Preparing Your Return

Returned pieces must be in their original, resalable condition. They should be:

• Unworn, unused and unaltered
• Free from marks, make-up, fragrance, deodorant, smoke or damage
• Returned with all original tags attached
• Carefully placed in their original packaging
• Accompanied by the receipt or proof of purchase

You are welcome to try your garment on as you would in a boutique, but we kindly ask that you handle it with care.

Please return your item within 14 days of notifying us that you wish to cancel your order.

Complimentary Return Delivery

Returns are complimentary for eligible items.

Once your return request has been approved, we will email you a pre-paid returns label and simple instructions for returning your parcel to us.

Please package the item securely and use the return service provided. We recommend retaining your proof of postage until your return has been received and your refund has been completed.

Exchanges

Should you need a different size, colour or style, please email or call us. As many Arzu Kara pieces are made in limited numbers, we will check availability and help you find the best possible alternative.

Where the requested item is available, we may reserve it for a short period while your return is on its way.

In some circumstances, the quickest option will be to return the original piece for a refund and place a new order. We will guide you through the process personally.

Bespoke, Made-to-Order and Personalised Pieces

Bespoke, made-to-measure, altered, personalised and specially commissioned pieces are created specifically for you. For this reason, they cannot normally be returned or exchanged simply because you have changed your mind.

Before creating your piece, we will discuss the design, measurements, materials and expected result with you in detail.

Your statutory rights remain unaffected where an item is faulty, damaged or not as described.

Sale Pieces

Sale pieces may be returned in accordance with your statutory rights unless they have been clearly identified as final sale and the law permits this exclusion.

This does not affect your rights if a sale item is faulty, damaged or not as described.

Gift cards are non-refundable and cannot be exchanged for cash.

Damaged, Faulty or Incorrect Orders

Every order is carefully checked before leaving the atelier. However, should anything be wrong when your parcel arrives, please contact us as soon as possible at atelier@arzukara.com.

Please include your order number and, where possible, a few clear photographs. We will review the matter promptly and arrange an appropriate repair, replacement or refund.

Where we have sent an incorrect, faulty or damaged item, we will provide a pre-paid returns label and cover the cost of returning it to us.

Refunds

Once your return arrives, it will be carefully inspected. We will then email you to confirm that it has been received and whether your refund has been approved.

Approved refunds will be returned to your original payment method. We aim to process them promptly and always within the period required by applicable law.

Please allow additional time for your bank or card provider to display the funds in your account.

Where required by law, your refund will also include the cost of the least expensive standard delivery option offered when you placed your order. Additional charges for premium or express delivery may not be refundable.

If you have not received an approved refund after 15 business days, please contact atelier@arzukara.com, and we will look into it personally.

UK and European Orders

Customers purchasing online in the United Kingdom and European Union generally have the right to cancel an eligible order within 14 days of receiving it, without providing a reason.

Certain exceptions apply, including goods that have been personalised or made specifically to the customer’s requirements.

Nothing in this policy limits or replaces your statutory consumer rights.

Here to Help

At Arzu Kara, customer service is personal. You will never be passed through an anonymous returns system without support.

Whether you need advice about fit, would like to arrange an exchange or simply have a question about your order, please email:

atelier@arzukara.com

We will be pleased to help.