Arabesque Returns Policy
The staff, management and owners of Arabesque pride themselves in offering our customers the best service and the highest quality products in themed costumes and accessories hire and purchase. Our customer care staff are always ready and willing to assist you in your hiring and purchase choices via our shop, online website, by phone or by email communication. In the event that you would like to effect a return of goods, please follow the relevant process highlighted below to ensure that the you are refunded, where applicable, accordingly. Please note that all refunds will be processed back to the original form and method of payment. All refunds will be acknowledged via email or postal mail.
The following days that are mentioned below are all deemed to be days after delivery of the item. Therefore if the product is received on a Wednesday, then 7 days after that will be the following Thursday.
Returns
Any items purchased from the Arabesque website may be returned for a full refund less shipping within 7 days after date of delivery. Please note that whilst the item(s) is within your possession the condition, including the packaging, must be kept in good order as per the original shipping condition. Please ensure that the original packaging accompanies the items being returned, to qualify for a full refund. This policy is in accordance with the 7 days cooling off period. Please note that under no circumstances can the shipping, packing and insurance costs be refunded, as this is all done by third party service providers and vendors. For items with free shipping that are returned, the cost of the shipping will be deducted from the refund.
Post 7 days cooling period
Should the 7 day cooling off period pass and you do not require the items purchased, Arabesque is prepared to offer up to 30 days after delivery and 75% refund of your purchase, exclusive of shipping costs. Please note that under no circumstances can the shipping, packing and insurance costs be refunded, as this is all done by third party service providers and vendors.
Customer Satisfaction
In the event that you are not entirely satisfied with your purchase from Arabesque, please feel free to contact our customer care department so that we may be afforded the opportunity to remedy the situation either via a replacement or a full refund.
Product defects or faults
In the event of receiving a faulty or defected product from us, please notify us immediately, or within 7 days so that our customer care department may make arrangements for a replacement product or refund.
Non Refundable Instances
The following instances will not qualify for a refund: Items that have been used, cleaned, damaged or soiled; items returned without the relevant return authorization number; items returned without the original and full packaging in which it was shipped; makeup, eyelashes, masks, wigs and underwear that have been opened; items that are not odour free, such as smoke, perfume and so on; in the case of an item being sealed and you notice that it is not appropriate, please do not open it as this will make the refund null and void.
Return Instructions
Prior to returning any item, please contact our customer care department to obtain an authorization number. Our customer care department can be contacted at any time between Monday to Friday, 11am to 5pm GMT. Alternatively you may contact us via email, in which instance we will confirm such refund accordingly. Should you contact us telephonically please have your original order number, your name and postal code at hand in order to obtain a return authorization number, failure to quote any return authorization number will result in no refund being effected.
Liability
Arabesque will under no circumstances be held liable for any defect arising from wear and tear, negligence, abnormal conditions, wilful misuse or damage, alteration or repair of the ordered item, without the express permission of the company.
Items under Dispute
Items returned that do not conform with or fall within the published Returns policy will be defined as an 'Item under Dispute'. Such items under dispute will not be eligible for a refund, reasons for which will be communicated to you in writing. Items will either be returned to you at your own cost, or will be destroyed after 91 calendar days after receipt by Arabesque.
Late Delivery
In the event that the package arrives late, in other words after your party, you are welcome to return the goods according to the returns policy as highlighted above. Please bear in mind that if the order is urgent you should select an express option, whilst ensuring that you will be available to take receipt thereof. Furthermore you should be aware of the 25% surcharge highlighted below.
ALL REFUNDS WILL BE SUBJECT TO A 25% RESTOCKING & HANDLING FEE, this excludes the posting and packaging fees which will and cannot be refunded due to the fact that this is conducted on a third party vendor basis. The unopened and 7 day cooling off period does not apply to this 25% surcharge. Please utilise the registered postal service upon returning an item, or obtain a certificate of posting for your own benefit and protection.
Disclaimer
Product images as contained on Arabesque's website may vary slightly from the actual costume itself. Suppliers and providers to Arabesque reserve the right to effect small or minor changes to the costumes, which will in no way interfere with the general concept or quality of the costume in question. You retain your statutory consumer rights.
