Customer Care
Returns & Exchanges
What is your Return / Exchange policy?
Domestic Orders (U.S.)
Exchanges
We accept exchanges within 7 days of delivery if the requested size & style is available. Returned items must be unworn, unwashed, and in their original packaging. Exchanges may only be made for the same item in either a different size or colorway. We will cover the cost of shipping for the return, and exchanged item.
If your preferred size is unavailable, we can issue store credit for a future order.
You can initiate an exchange by using our Returns and Exchanges Portal.
Exchange Process
- Once your return request is submitted, you will receive a return label and instructions via email.
- Return packages must be dropped off with the designated carrier within 14 days of creating the return label.
- Once your return is received, it will be inspected to ensure it meets our return eligibility and condition requirements.
- You will be notified once your return is accepted or declined. Inspection and processing may take up to 7 business days from the date your return tracking shows delivered.
- All approved returns are issued as store credit only. We do not offer refunds to the original form of payment.
Store credit will be issued after the return is accepted and sent to the email address used to place the original order.
Returns
We accept returns within 7 days of delivery for a refund in the form of store credit only.
If your item arrives damaged or incorrect, please contact us.
Once your return / exchange item has been received, inspected and approved, please allow 5-7 business days for your return / exchange to be processed. You will receive an email confirmation once your return or exchange has been processed. For returns, you will receive an email with a link to your store credit.
International Orders
All international orders are final sale. Due to customs and shipping costs, we’re unfortunately unable to offer exchanges or returns at this time.
If your item arrives damaged or incorrect, please contact us.
How do I start a return or exchange?
Start your return or exchange through our Returns / Exchange Portal. At this time, returns and exchanges are supported for domestic orders only.
All international orders are final sale.
Shipping & Delivery
How can I track my order?
Once your order has been approved, you will receive an email confirmation with your order details. Once your order is fulfilled, you will receive another email to let you know that your order is on the way, with a link to track your delivery.
Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.
For all pre-made items, please allow at least 5-7 business days for your order to be fulfilled. Please refer to the shipping timelines as indicated on each product page.
When will my order ship?
Orders are processed pending item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.
Most orders placed Monday through Friday will be processed and shipped within 5-7 business days.
Orders placed on Friday or over the weekend will start processing on Monday and ship in 5-7 business days.
Certain products may have longer processing times. These will be noted on the product pages.
Do you ship internationally?
Yes, we offer international shipping, all countries included. International shipping rates are calculated at checkout. Please note, final price at checkout does not include duties.
Are duties and taxes included for international orders?
Duties, taxes, and customs fees are not included at checkout. These charges are determined by the destination country and are the responsibility of the recipient. We are not responsible for any delays, fees, or additional charges incurred during customs clearance.
How are shipping rates calculated?
Shipping rates are calculated at checkout based on your delivery address, and order size. Domestic and International will primarily be shipped through DHL.
Domestic orders over $250 USD are eligible for free shipping.
Order Management
Can I change or update my order?
We aim to begin the fulfillment process once an order is placed, and it is not guaranteed that you can make any modifications to your order once your order is placed. If you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order at support@arran-studios.com. We are not responsible for address errors or delays once a package has left our facility.
How do I cancel my order?
Our fulfillment process begins shortly after an order is placed, which means changes or cancellations cannot be guaranteed once an order is submitted. If you need to request a modification or cancellation, please contact us as soon as possible with your order details, and we will do our best to assist prior to fulfillment. Once an order has been processed or shipped, we are unable to make changes.
What is a Pre-Order?
Pre-Order items are products that can be reserved in advance within a limited timeframe. When purchasing a pre-order item, you will be among the first to reserve a product in your preferred style and size. The expected shipping date for pre-order items will be noted on the product page. Please note this date is only an estimate and is subject to change. Pre-order items are not guaranteed. If for any reason we are not able to fulfill your pre-order, we will refund you the full amount of the pre-order item.