Returns & refunds

Our 30-day returns promise

We give every customer 30 days from delivery to change their mind. This is our own promise: the Australian Consumer Law does not require a shop to accept returns when you simply change your mind.

If you are in the EU, the UK, Norway or another country whose law gives you a statutory right to cancel a distance purchase, that right applies to you in addition to our promise, and nothing here reduces it. Where the two differ, you get whichever is better for you.

Conditions of the 30-day promise:

• Items must be unworn, unwashed and undamaged, with their labels attached, in their original packaging where possible.
• You pay the return postage, unless the item is faulty, not as described or not what you ordered.
• We refund the price of the returned items within 14 days of receiving them, to your original payment method and in the currency you paid. The original shipping cost is not refunded under the promise (but see the statutory right below).

Consumer guarantees (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Under these guarantees, our products must be of acceptable quality, match their description and photos, and be fit for any purpose we told you they are suitable for. These rights do not depend on our returns promise, do not end after 30 days and are not affected by anything else on this website. A “major failure” includes, for example, a fault that you would not have bought the product with had you known about it, or an item that is substantially different from its description.

If you live in the EU, you also have a legal guarantee of conformity of at least two years from delivery under your country’s law; UK consumers have their rights under the Consumer Rights Act 2015.

If an item arrives faulty, damaged or not as described, email us with your order number and a photo. We pay the return postage (or send a prepaid label), and for a major failure you choose a replacement or a full refund, including the original shipping cost.

Statutory right of withdrawal (EU, UK, EEA)

If you live in the European Union, the United Kingdom, Norway, Iceland or Liechtenstein, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If you ordered several goods that are delivered separately, it expires 14 days after you receive the last item.

To exercise the right of withdrawal, you must inform us — Show Pony Group Pty Ltd (ARCAVELLE), New South Wales 2017, Australia; email support@arcavelle.shop; telephone +61 493 643 903 — of your decision by a clear statement (for example, an email). The quickest way is our online function Withdraw from contract here, which confirms receipt by email immediately. You may also use the model withdrawal form below, but you do not have to. To meet the deadline, it is enough that you send your communication before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except supplementary costs if you chose a delivery type other than the least expensive standard delivery we offer), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision. We will use the same means of payment you used for the original transaction, unless you have expressly agreed otherwise; you will not incur any fees for the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. Because the goods are returned to Australia, we estimate this cost at about USD 15–35 by tracked post for one pair of jeans or trousers. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Model withdrawal form

How to return something

1. Tell us: use Withdraw from contract here, or email support@arcavelle.shop with your order number and the items you are returning.
2. We reply within two business days with the return address and instructions. Please do not send parcels to the company address without contacting us first.
3. Pack the items securely and keep your proof of postage. Tracked shipping is recommended. Mark the parcel as “returned goods” on the customs form so that no import tax is charged to us.
4. We email you when your refund has been issued. Your bank may take a few more days to show it.

Cancelling before dispatch

You can cancel an order free of charge until we dispatch it. Email us with your order number; if it has not left us yet, we cancel it and refund the full amount, including shipping, within 14 days (usually much sooner).

Exchanges

We do not swap items directly. Return the item under the promise above and place a new order for the size or arc you want; this way the new item is not held up by the return.

Last updated: 10 October 2026