Refund policy

We want you to love your ARLO bag. If it’s not quite right, here’s how you can return it:

1) Return window

  • 30 days from delivery to request a return.

  • Items must be unused, with all tags, dust bag, and packaging intact.

Your UK rights: For online orders you also have a 14-day right to cancel under the Consumer Contracts Regulations (CCR). If you cancel within 14 days of delivery, you then have another 14 days to send the item back. (This sits alongside our 30-day store policy.)

2) What’s returnable

  • Bags, straps and small leather goods in new, re-sellable condition.

  • Non-returnable: gift cards, personalised/monogrammed items, final-sale items (clearly marked), and anything returned used, damaged or without packaging.

3) Faulty or damaged

Arrived damaged or developed a fault? Email us within 7 days of delivery (for transit damage) or within a reasonable time for manufacturing faults. We’ll sort a repair, replacement, or refund in line with the Consumer Rights Act 2015.
Contact: contact@arlo-london.com (include order number + photos).

4) Exchanges

Fastest way: order the new item and return the original for a refund. If you prefer a straight exchange, email contact@arlo-london.com and we’ll arrange it subject to stock.

5) Costs & refunds

  • UK returns: Customer pays return postage unless the item is faulty or we made a mistake.

  • International returns: Customer pays return postage, duties and taxes are non-refundable.

  • Refund timing: Once received and inspected, we refund to your original payment method within 5–10 business days.

  • Original shipping fees are non-refundable (unless faulty)

6) How to start a return

  1. Email hello@arlolondon.com with subject RETURN + Order # within 30 days.

  2. We’ll reply with the return instructions and address.

  3. Re-pack securely (include all accessories, dust bag, cards).

  4. Use a tracked service and keep the receipt until your refund lands.

7) Packaging condition

Please take care when trying items at home. Make-up, perfume, pen marks, stretched straps, or creasing can make an item non-returnable.

8) Pre-orders & gifts

  • Pre-orders follow the same return rules from the delivery date.

  • Gifts: Refunds go to the original payment method. We can issue a gift card to the recipient by request.

9) Our return address

We’ll provide the correct UK return address in your authorisation email (it may vary by item). Returns sent without authorisation may be delayed.

Questions? contact@arlo-london.com