FAQ
Products & Sizing
What size should i buy ?
If you're not sure which size is right for you, take a look at our size guides. They are located above the available sizes for each of our products.
How do I choose the right size?
Check our size guide, available on each product page, to find the right fit for you. If you are unsure, contact our customer service.
Do your items fit true to size?
Our products generally fit true to size, but we recommend checking the specific size guide for each item.
What materials are used in your clothing and shoes?
Our products are made with high-quality materials. Please check the product description for details on materials used.
How should I care for my clothes, underwear, and shoes?
Each item has specific care instructions. We recommend following the guidelines on the product label to extend its lifespan. Additionally, each product page includes a "Care Guide" section with detailed care tips to help you maintain your items in the best condition.
Ordering
How do I place an order on your website?
To place an order, select your items, add them to your cart, and complete the secure checkout process. You will receive a confirmation email after your order is validated.
Can I cancel my order?
You have 24 hours to cancel your order after it's placed. Please contact us promptly if you need to make a cancellation.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking link. You can also track your order in the "Track My Order" section on our website.
Shipping
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
What are the delivery times?
Order Processing
All orders are carefully prepared within 48 hours and shipped once complete. Please note that processing times may vary
slightly depending on product availability and warehouse locations.
Delivery Times
Once your order is shipped, estimated delivery times are as follows:
- USA : 7-12 working days
- EUROPE: 7-12 working days
- Australia: 7-18 working days
- All Other Countries: 10-20 working days
What are the shipping costs?
Shipping costs depend on your address and the chosen delivery method. Shipping is free for orders over 49 €.
Returns, Exchanges & Refund
What is your return policy?
Our return policy is valid for 30 days from the date you receive your package. Returns are free within the first 14 days. From the 15th to the 30th day, return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
No exchanges or returns will be processed after the 30-day period, except for defective products.
What are the conditions for returning an item?
To be eligible for a return:
- The item must be in its original packaging.
- The item must be unused, in its original condition, with all tags intact.
- We reserve the right to decline any item that does not meet these conditions.
How do I return a defective or incorrect item?
If you received a defective or incorrect item, follow these steps:
- Take a clear picture of the defective or incorrect item.
- Email us at info@arieny.com with the picture and order details.
- Our team will provide you with further instructions via email.
How do I return an item for a refund or exchange?
If you want to return an item for a refund or exchange, follow these steps:
- Email us at info@arieny.com with your order details.
- Our team will provide you with return instructions.
Who covers the shipping costs for returns?
We offer free returns within the first 14 days. For returns between the 15th and 30th day, customers are responsible for return shipping costs.
How long does it take to receive my refund?
Refunds will be processed within 5 business days after we receive and inspect the returned item. Refunds will only cover the merchandise total and any applicable sales tax, but will not include return shipping fees (if applicable).
What if I don’t receive my refund?
If your refund is delayed, please follow these steps:
- Check your bank account again.
- Contact your credit card company, as it may take time for the refund to be posted.
- Contact your bank, as processing times can vary.
- If you have done all of this and still haven’t received your refund, email us at info@arieny.com.
Do you offer partial refunds?
A partial refund may be granted if an item is not in its original condition, damaged, or missing parts for reasons not due to our error.
Payment & Security
What payment methods do you accept?
We accept credit cards (Visa, Mastercard, AMEX), PayPal, and installment payments (if applicable).
Is payment secure?
Yes, we use advanced encryption technology to ensure the security of your transactions.
Loyalty Program & Promotions
Do you offer discounts or promo codes?
Yes, we regularly offer special deals. Subscribe to our newsletter to stay updated!
How do I use a promo code?
Enter your promo code in the designated field at checkout and click "Apply."
Do you have a loyalty program?
Yes, we reward our loyal customers with a points-based loyalty program. Check out our Loyalty Program page for more details.
Get in touch
Have questions about your order, or a general enquiry?
