Refund & Cancellation Policy

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Cancellations: Our products are made to order. This means that your product is made after you have placed the order. You have a statutory 14 day cooling off period in which you can cancel your order, however as your items are made to order, we may not be able to cancel your order if we have started to make your product. Always contact us as soon as possible to discuss your options - if your order hasn't been prepared we will be happy to cancel your order and process a refund. Some products are also perishable and may be exempt from the 14 day "cooling-off period". If you are unsure please reach out and we will be happy to advise. 

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. Due to hygiene reasons, if your product has been opened, we will not accept a return and no refund will be offered unless the product is proven to be faulty. 

To start a return, you can contact us at social@arcadeskincare.co.uk. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted. Please send returns via tracked delivery; if you do not send via a tracked delivery and the item is lost in transit, we will not offer a refund.

You can always contact us for any return questions at social@arcadeskincare.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards unless the item is faulty or the return is initiated within the 14-day cooling off period.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.