Last updated: September 25, 2026

Every ARLES piece is made to order — produced, printed and finished for you after you check out. It is how we keep our standards high and our waste low. It also means our policy is built around one simple promise: if anything is wrong with your order, we will make it right — quickly, and at no cost to you.

1. Our quality guarantee

We stand behind every order. We will replace any item that arrives:

• Damaged — torn, stained, soiled or damaged in transit;
• Defective — with a fault in the print, stitching, seams, zip or fabric;
• Incorrect — a different product, color or size from the one you ordered;
• Incomplete — with an item missing from your parcel.

Report the issue within 14 days of delivery and we will send you a free replacement of the affected item. If a replacement is not possible — for example, because the item is no longer available — we will issue a full refund of that item instead. In almost every case you will not need to send anything back.

Claims must include photos (see section 2). Claims reported more than 14 days after delivery, or without photos, cannot be accepted.

2. How to make a claim

Email our Client Services team at www.kr.daniel@gmail.com with the subject line "Order #[your order number]" and include:

• your order number and the name used at checkout;
• a short description of the issue;
• clear photos of the item, a close-up of the issue, and the size label;
• for damage in transit, a photo of the outer packaging and the shipping label.

We reply within 1–2 business days. Once your claim is approved, your replacement goes into production immediately and ships at no cost to you.

Please keep the item and its packaging until your claim is resolved. If we ever need an item back to inspect it, we will send you a prepaid return label — you will never pay to return a faulty order.

3. What is not considered a defect

Some characteristics are part of how our pieces are made, rather than faults:

• Garment-dyed and washed pieces are dyed individually. Shade, fading and texture vary slightly from piece to piece — no two are exactly alike, and yours may differ subtly from the product photos.
• Print placement may vary by up to 2 cm (¾ in) from the product images.
• Color on screen can look slightly different in person, depending on your display settings.
• Measurements may vary by up to 2 cm (¾ in) from the size guide, as is standard for cut-and-sewn garments.

Damage that occurs after delivery is not covered — including normal wear and tear, accidental damage, alterations, and washing or drying against the care label (for example tumble-drying on high heat, using bleach, or ironing directly on the print).

4. Change of mind and sizing

Because each piece is produced individually for you, we are unable to accept returns, exchanges or refunds for change of mind — including ordering the wrong size.

To help you get it right the first time:

• check the size guide and measurements on each product page;
• compare them with a hoodie you already own and love the fit of;
• if you are between sizes, email us before ordering — we are happy to recommend the right one.

5. Cancellations and order changes

Orders are sent to production quickly. If you need to cancel your order, or change its size, color or shipping address, email us as soon as possible — and no later than 12 hours after placing it — with your order number.

If production has not yet started, we will make the change or cancel your order with a full refund, and confirm by reply. Once production has started, orders can no longer be cancelled or changed.

6. Refunds

• Refunds are issued to your original payment method.
• We process approved refunds within 2 business days. Your bank or card provider may then take 5–10 business days to show the funds on your statement.
• The amount refunded is the amount you actually paid for the item, after any discount. Shipping costs are non-refundable, except where an order is cancelled before production.
• If you paid in a currency other than USD, exchange-rate changes or bank fees may cause the refunded amount to differ slightly. These are set by your bank and are outside our control.

Have not received your refund after 10 business days? Please check with your bank first, then contact us — we will provide the transaction reference.

7. Sale items and discount codes

Items bought on sale or with a discount code are covered by the same quality guarantee. Refunds are made for the discounted amount paid. Discount codes used on a refunded order are not reissued.

8. Orders sent as gifts

If you received an ARLES piece as a gift and something is wrong with it, email us with the order number — we will arrange a replacement directly with you. Any refund is made to the original purchaser's payment method.

9. Delivery problems

Delayed, lost, undeliverable and "delivered but not received" parcels are covered in full in our Shipping Policy.

10. Please contact us before opening a dispute

If there is a problem with your order, contact us first. We can almost always resolve it within a few days — a bank dispute or chargeback can take months. Opening a dispute while a claim with us is in progress pauses our resolution until the bank reaches a decision.

11. Your statutory rights

This policy does not affect your statutory rights. Where the consumer laws of your country give you additional rights, those rights apply.

12. Contact

ARLES Client Services
Email: www.kr.daniel@gmail.com
We reply within 1–2 business days, Monday to Friday.