Return policy

arianasoz Return Policy

Effective Date: 7th May 2026
arianasoz ("we", "us", "our") is operated by ArianaSoz Fashion Limited, a company registered in England and Wales (Company Registration Number: 76543210; VAT Registration Number: GB76543210; Registered Office & Flagship Store: 18 Carnaby Street, London, W1F 9PS, United Kingdom). This Return Policy outlines the terms and conditions for returning products purchased from our official website (www.arianasoz.com), flagship store, and authorized stockists. We strictly comply with the Consumer Rights Act 2015, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Digital Markets, Competition and Consumers Act (DMCCA) 2025—including its provisions on unfair trading practices and transparent disclosure. This Policy supplements your statutory rights and complements our Terms of Service, Payment Policy, and Shipping Policy.
By initiating a return with arianasoz, you ("you", "your") acknowledge that you have read, understood, and agreed to these terms. For return-related inquiries, please contact our customer service team using the details provided at the end of this document.

1. Return Rights & Statutory Obligations

Your return rights are governed by UK law, with clear distinctions between distance selling (online, telephone, mail) and in-store purchases, as well as our voluntary return enhancements.

1.1 Distance Selling Orders

Under the Consumer Contracts Regulations 2013, you have an unconditional 14-day "cooling-off period" from the date of receiving your order to notify us of your intention to return (for any reason, including change of mind). Following notification, you have a further 14 days to return the product(s) to us, totaling 28 days from receipt to complete the return process. We will not impose any unreasonable barriers to exercising this statutory right, as prohibited by the DMCCA.

1.2 In-Store Purchases

Legally, you have no automatic right to return in-store purchases for change of mind. However, we offer a voluntary in-store return policy: non-faulty products may be returned within 21 calendar days of purchase, subject to our return conditions. For faulty, misdescribed, or unfit-for-purpose products, you retain full statutory rights under the Consumer Rights Act 2015, regardless of purchase channel.

1.3 Enhanced Voluntary Returns

To enhance your shopping experience, we extend our voluntary return window for all orders (online and in-store) placed between 1st November and 24th December to 24th January of the following year. This extension does not reduce your statutory rights and applies to both change-of-mind and faulty product returns.

2. Return Eligibility Conditions

For returns to be processed (whether under statutory rights or voluntary provisions), products must meet the following criteria to preserve their resale value and comply with hygiene standards:
  • Products must be unworn, unwashed, and undamaged, with no signs of use (including perfume odors, makeup stains, or altered hems). All original tags, hygiene seals (for intimate apparel, swimwear, and hosiery), and branding labels must remain intact and unbroken.
  • Products must be returned in their original packaging, including all accompanying accessories (e.g., belts, dust bags, spare buttons) and packaging materials. Damaged or incomplete packaging may result in a £3.99 reprocessing fee, unless the damage occurred during initial delivery.
  • Valid proof of purchase is mandatory, such as a sales receipt, order confirmation email, or gift receipt. For online orders, the order number must be provided to facilitate tracking and processing.
  • For faulty products, the above conditions may be relaxed, but you must notify us of the fault within 7 days of discovery to ensure full statutory remedies. We reserve the right to inspect faulty items to verify the issue and determine the appropriate resolution.
In line with DMCCA requirements, we will not mislead you about return eligibility or impose hidden fees. Any deductions from refunds (e.g., for damaged packaging) will be clearly communicated in advance.

3. Non-Returnable Products

Due to hygiene, customization, or legal restrictions, the following products are non-returnable unless they are faulty, misdescribed, or unfit for purpose:
  • Intimate apparel (bras, underwear, bodysuits), swimwear, and hosiery—unless returned in unopened packaging with the hygiene seal intact.
  • Customized or personalized products (e.g., monogrammed items, made-to-measure garments, or custom-printed pieces), as these are tailored to your specific requirements and cannot be resold.
  • Products marked as "Final Sale" or "Non-Returnable" at the time of purchase. These items are sold at discounted rates and excluded from voluntary returns, though statutory rights for faulty products still apply.
  • Free gifts or promotional items, unless returned alongside the main purchased product for which they were provided.

4. Faulty, Misdescribed & Incorrect Products

If you receive a product that is faulty, damaged in transit, misdescribed, or incorrect (wrong size, color, or style), you are entitled to a full refund, free replacement, or repair under the Consumer Rights Act 2015. The following provisions apply:
  • Within 30 Days: You may reject the product and receive a full refund, or request a replacement of the same item (if available). We cover all return shipping costs for UK and international returns in this scenario.
  • 31 Days to 6 Months: You are entitled to a free repair or replacement. If repair/replacement is not feasible or does not resolve the issue, you may claim a full or partial refund based on the product’s condition.
  • After 6 Months: You may still be entitled to a remedy, but you may need to prove the fault existed at the time of delivery (rather than being caused by use).
To initiate a faulty product claim, contact us with your order number, proof of purchase, and clear photos/videos of the issue. We will arrange free return shipping and process your claim within 5 working days of receiving the product.

5. Return Procedures

5.1 Online Order Returns (Mail-In)

  1. Submit Return Request: Log into your arianasoz account, navigate to "Order History", select the relevant order, and click "Initiate Return". Alternatively, email our customer service team (arianasoz@outlook.com) with the subject line "Return Request - [Your Name] - Order No. [XXXX]", including your return reason and product details.
  2. Receive Authorization: We will send a return confirmation email within 2 working days, including a pre-paid Royal Mail or DPD return label (for UK returns) and a unique Return Authorization Number (RAN). This RAN must be clearly marked on the parcel.
  3. Package & Ship: Securely package the products, include a copy of your order confirmation, and attach the pre-paid label. Obtain a proof of postage from the courier—we are not liable for lost or damaged parcels without proof.
  4. Dispatch Return: UK returns must be sent within 14 days of receiving the RAN; international returns within 21 days. We recommend using tracked shipping for international returns to avoid customs delays.

5.2 In-Store Returns & Click & Collect Drop-Off

In-store purchases can be returned directly to our flagship store with proof of purchase and the product in eligible condition—our staff will process your return on the spot. Online orders may also be returned to the store for free, with no pre-arranged RAN required; simply bring your order number and proof of purchase.
Store Return Hours: Monday to Friday 10:00 AM – 7:00 PM; Saturday 11:00 AM – 6:00 PM; Sunday & Public Holidays 12:00 PM – 5:00 PM.

6. Refunds, Exchanges & BNPL Considerations

Once we receive and inspect your return, we will process your refund or exchange in line with the following terms:
  • Refund Method: Refunds are credited to your original payment method (card, PayPal, BNPL) unless you request an arianasoz gift card. Gift card refunds are immediate; refunds to original methods take 3-5 working days (depending on your bank/provider).
  • Refund Amount: Eligible returns receive a full refund of the product price (including VAT). Original delivery charges are non-refundable for change-of-mind returns, but will be refunded if the return is due to our error or statutory cancellation rights.
  • BNPL Refunds: For orders paid via Buy Now Pay Later (BNPL) services (Klarna, Clearpay), refunds will be processed to your BNPL account. You must notify your BNPL provider to adjust your payment plan, as we are not liable for any late fees incurred due to delayed refund processing.
  • Exchanges: Exchanges for different sizes/colors (same product) are free. We will ship the exchanged item once your return is inspected; if the desired size/color is out of stock, we will offer a refund.
  • Processing Time: Returns are processed within 5 working days of receipt. During peak periods (e.g., January post-holidays), processing may extend to 10 working days, with email notifications for delays.

7. International Returns & Customs

International customers may return products within 30 calendar days of receipt, subject to our return conditions. To initiate an international return, contact our customer service team for a RAN—return shipping costs are your responsibility unless the return is due to our error.
You are responsible for any customs duties, taxes, or fees incurred when returning products to the UK. We recommend marking the parcel as "Returned Goods" and including a copy of the original commercial invoice to avoid additional charges. We are not liable for delays or seized parcels due to incorrect customs documentation.

8. Return Abuse Prevention

To ensure fair access to our return policy for all customers, we monitor return patterns for potential abuse (e.g., excessive returns, "wardrobe borrowing"). Customers with an annual return rate exceeding 70% of their total order value may be required to pay a £3.95 return fee for subsequent change-of-mind returns, or have their voluntary return rights restricted. We will notify you in writing before implementing any restrictions, in compliance with the DMCCA.

9. Changes to This Policy

We may update this Policy to reflect changes in UK law (including DMCCA amendments), regulatory requirements, or business operations. Revisions will be published on our website with a new Effective Date. For material changes that impact your return rights, registered users will be notified via email at least 14 days in advance.
Your continued use of our services after the revised date constitutes acceptance of the updated terms. If you disagree with the changes, resolve any pending returns promptly and contact us to close your account if needed.

10. Contact Information

For inquiries about returns, refunds, exchanges, or faulty products, contact our customer service team:
Email: arianasoz@outlook.com (Subject line: "Return Inquiry - [Your Full Name] - Order No. [Your Order Number]")
Telephone: +44 (0) 20 7436 8912
Flagship Store Address (In-Person Inquiries): arianasoz Flagship Store, 18 Carnaby Street, London, W1F 9PS, United Kingdom
Postal Address (Returns Department): ArianaSoz Fashion Limited, 18 Carnaby Street, London, W1F 9PS, United Kingdom
Service Hours (GMT): Monday to Friday: 10:00 AM – 7:00 PM; Saturday: 11:00 AM – 6:00 PM; Sunday & UK Public Holidays: Closed
Last Updated: 7th May 2026