Our Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return under the Consumer Rights Act 2015.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, with its hygiene seal intact and in its original packaging. You will also need the receipt or proof of purchase.
If you are making a return please notify us at hello@arrsse.com , so we can look out for your return and process it as quickly as possible for you. We will reply with the returns form you need to fill out or you can use the form sent with your order.
Please note that returns will need to be sent to the following address:
AUKL Returned Goods, The Orangery, 3A Boyces Avenue, Clifton, Bristol. BS8 4AA. United Kingdom.
We will let you know when we receive your return by email and process as per the policy below.
You can always contact us for any return question at hello@arrsse.com.
Return Postage Costs
Any costs incurred when making a return will be your responsibility. We do not accept any liability for these costs nor for any losses of returns not received. It is always best to return items using a trackable service and make sure that the order is insured to the value of the return in case of loss.
Hygiene Seals
Due to the intimate nature of our products, every pair of underwear is shipped in a hygiene sealed bag. This is to ensure the underwear has not been worn. Breaking the seal may affect whether the item can be returned or not. NOTE: Thongs and Strings cannot be returned if the seals are broken.
Damaged or incorrect items
Whilst we check every item that is dispatched by hand, we are human and can make mistakes.
Please always inspect your order upon receipt and contact us immediately if an item is defective, damaged or if you receive the wrong item, so that we can check and rectify the issue as quickly as possible for you.
Faulty items
Sometimes something can go wrong, and whilst we use the highest quality manufacturers and processes to make our underwear, we could make a mistake. We have tried and tested all of our underwear to make sure they last and are built well. If you think the item is faulty for any reason please contact us with in 30 days of receiving it.
Exceptions / non-returnable items
Thongs and Strings cannot be returned … their physical design attributes don’t allow return for hygiene reasons.
We do not accept returns on Final Sale items or gift cards.
Exchanges
The easiest way to exchange an item is to process a return and re-order from the website. We cannot do an exchange any other way as we cannot guarantee the exchange item will be in stock when the return is processed and received.
UK & European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the UK or European Union, you have the right to cancel or return your order within 14 days from the day you receive your order, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging and with the hygiene seals intact. You’ll also need the receipt or proof of purchase.
Return of funds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 working days of the email. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 5 working days have passed since we’ve approved your return, please contact us at hello@arrsse.com.
