Refund policy

Effective date: June 23, 2026

1. Return window

You have 30 calendar days from the day your order is delivered to request a return or exchange.

2. Condition of returns

To be eligible, items must be new and unused, unworn and unwashed, with all original tags attached and in their original packaging, and accompanied by proof of purchase. For hygiene reasons, swimwear must be tried on over underwear with the hygiene liner still in place, and cannot be returned once it has been removed or worn.

3. How to start a return or exchange

Email support@arthur-wells.com with your order number and the reason for your return. We'll reply with return instructions and the return address. Please note that authorised returns are shipped to our returns facility, and international return shipping rates may apply. We'll confirm the address and the best way to send it before you return anything, so please wait for those instructions, as returns sent without them may not be processed.

4. Return shipping costs

Return shipping is the customer's responsibility for standard returns, such as a change of mind. We recommend a tracked, insured service so your parcel can be followed. We don't provide prepaid return labels, and there are no restocking fees. If your order arrived faulty, damaged, or incorrect, we cover return shipping in full.

5. Refunds

Once your return reaches us and is inspected, we'll let you know the outcome. Approved refunds are issued to your original payment method within 2 business days of approval. Your bank or card provider may take a few additional days to post the funds. Original shipping charges, where they applied, are non-refundable unless the return is due to our error.

6. Exchanges

You can exchange for a different size or colour within 30 days of delivery, as long as the item meets the condition above. For the fastest route to the right size, you can also return your original item for a refund and place a new order.

7. Faulty, damaged, or incorrect items

Email support@arthur-wells.com within 30 days of delivery with your order number and clear photos. We'll review it right away and arrange a replacement, repair, or full refund, including return shipping, at no cost to you.

8. Items that cannot be returned

Items marked final sale, and any items that have been worn or washed, cannot be returned.

9. Cancellations

Orders can only be cancelled before they enter processing. If your order has already been packed or dispatched, please wait for delivery and then start a standard return.