Returns & Refund Policy

  • Should you wish to return an item purchased on the online store, please contact us at zelstrauss@gmail.com within a week (7 days) of receiving your order. In the email please specify why it is you are returning the item and we will handle the return accordingly;
  • Return requests will be approved at the discretion of Arabesque.
  • Pease note: Arabsque reserves the right to refuse a return or offer a refund if the product shows signs of use, alterations/modification or has been damaged or if it does not have the original packaging, tags and labels attached.
  • In the event the item is damaged or the incorrect item was received, we will request an image from you, and a clear description of how the product is faulty. Please ensure to keep all original packaging and Invoices or Receipts.
  • If the Goods are not the same as what was ordered this must be reported within 24 hours of delivery or collection to +27 61 072 1054
 

Please note the following:

  • Goods may be returned only when defective, damaged or if the Goods supplied are not the same Goods as ordered.
  • If the item arrives damaged or is incorrect: You have the option to return it and exchange it for a replacement, or we can issue you a credit note that will be valid online, or in any of our stores in Cape Town – for up to 12 months, or a full refund may be approved at the discretion of Arabesque. We will cover the courier cost of returning incorrect items or those that are damaged.
  • The incorrect goods are to be returned within 14 days of purchase. We do not accept returns after 14 working days but we will look at each return request and approve at our discretion.
  • Products will not be eligible for return if they have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property. This includes products & packaging that have been worn or damaged.
  • Except in the case of a defect, we will not accept returns of clothing that have been worn. All returned garments must be in ideal condition for resale; unwashed, unmarked, unworn, and with the labels and tags still attached. We cannot accept damaged, marked, or laundered items.
  • Please ensure that the item/s are in the packaging that you received them in, and that you include the original order invoice. Any returns without the original slip or packaging will not be refunded.
  • In the event, the item/s being returned due to no error on Arabesque’s side, a handling fee might be levied.
  • Customers returning items can only be refunded by EFT Bank Transfer, as stipulated by the banking laws of South Africa. The refund payment will be made by us within 10 business days of receipt and inspection of the returned products.
 

Sale Items:

  • Only regular priced items may be refunded. Sale items may not be returned for an exchange/refund under any circumstances whatsoever.
 

Non-Returnable Items

  • Due to hygiene reasons we are unable to accept returns on items like Jewellery.
 

Delivery Fees

  • All delivery or shipping fees are non-refundable, except in the event of a packing error or an order has arrived damaged, faulty, incorrect or missing.
  • Return shipping costs are at the buyers expense.

 

Wrong Size or Ordered Wrong Item(s):

  • If the garment is the wrong size, or not what you wanted: let us know within 7 days of your order being received.
  • You may exchange it for the correct size or for something else available on our online store, or we can issue a credit note to the same value. 
  • The courier fee for a return, in this case, is for your own account, and the garment must be returned within 14 days of purchase with original tag attached and in perfect condition for resale; unwashed, unmarked and unworn.
  • Please note that exchange for the correct size is subject to availability of stock.

Returns Via Courier

  • If you are returning Goods via courier you must package it carefully so that it does not become damaged en-route. Please include a copy of your original invoice with any return. Any returns without the original slip or packaging will not be refunded.
  • To return your product, you should mail your product to: 13 Wellington Road, Durbanville, Cape Town, 7550.
  • A separate box must be used to ship goods back with the original box inside. The original box cannot be used as packaging for shipping. 

 
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