Last updated: September 25, 2026

Every ARLES order is made to order and shipped with tracking. Here is exactly what to expect, from checkout to your door.

1. Order confirmation

Within minutes of placing your order you will receive a confirmation email. If it has not arrived, please check your spam and promotions folders. Still nothing? Email us with the name used at checkout and we will confirm your order and resend it.

2. Production time

Your piece is produced after you order. Production takes 2–4 business days (Monday to Friday, excluding public holidays). Orders placed on weekends or holidays enter production on the next business day.

During new releases and peak season (November–December), production can take up to 7 business days. If your order will take longer than this, we will let you know by email.

3. Delivery times

Once dispatched, your order is delivered within 7–14 business days, depending on your location.

Your total wait is production time plus delivery time. Delivery estimates are provided by our carriers and are not guaranteed — weather, customs checks, public holidays and local postal conditions can occasionally cause delays.

4. Shipping costs

Shipping is calculated at checkout based on your destination and the items in your cart. Any free-shipping offer is shown at checkout. The price you see before paying is the final shipping cost — we never charge extra after checkout. Import duties and taxes, where they apply, are separate (see section 7).

5. Orders with multiple items

Orders with more than one item may be produced at different facilities and arrive in separate parcels, each with its own tracking number. This never costs you extra. If one parcel arrives before the others, the rest of your order is on its way.

6. Tracking

As soon as your order ships, you will receive an email with a tracking link. It can take 24–72 hours for the first scan to appear. On international orders, tracking may pause for several days while the parcel crosses borders or clears customs — this is normal and your parcel is still moving.

7. Customs, duties and taxes

International orders may be charged import duties, taxes or brokerage fees by the destination country. These are set by your local customs authority, are not included in our prices or shipping costs, and are payable by the recipient, usually to the carrier on delivery. We are unable to predict these charges; please check with your local customs office if you are unsure.

Parcels refused because of duties or taxes are treated as refused deliveries (see section 11).

8. Your shipping address

Please check your address carefully at checkout, including apartment or unit numbers and postal code. You can change your address within 12 hours of ordering by emailing us.

Once an order has shipped, we are unable to redirect it, though some carriers allow you to do so through their tracking page. We are not responsible for orders delivered to an incorrect or incomplete address entered at checkout — but we will always help you try to recover them.

We ship to P.O. Boxes and APO/FPO/DPO addresses wherever our carriers allow. If your address cannot be served, we will contact you before your order ships.

9. Where we ship

We ship to most countries worldwide. We cannot ship to destinations under international sanctions, or where our carriers do not operate. If your country is not available at checkout, we are unfortunately unable to deliver there yet.

10. Delayed parcels

If your tracking shows no movement for 10 business days, contact us. We will open an investigation with the carrier and keep you updated until your parcel is found.

11. Undeliverable, refused or unclaimed parcels

Because every piece is made to order, parcels that are refused, not collected from a pickup point before the deadline, or undeliverable because of an incorrect or incomplete address are not eligible for a refund.

If the carrier returns such a parcel to us, we will contact you and reship it once the new shipping cost has been paid. If the carrier does not return the parcel, we are unable to replace it.

12. Lost parcels

A parcel is considered lost once the carrier confirms it lost, or if tracking shows no movement for 30 business days. In that case we will send you a free replacement. If a replacement is not possible, we will issue a full refund of the items instead.

13. Marked as delivered, but not received

Carriers sometimes mark parcels as delivered shortly before they arrive. Before contacting us, please:

• wait 48 hours;
• check your mailbox, porch, garage, building reception and any safe places;
• ask your neighbors and anyone at your address;
• contact your local post office or carrier with your tracking number.

If it still has not appeared, email us within 14 days of the delivery date. We will open an investigation with the carrier. Where the carrier confirms a misdelivery, we will send you a free replacement.

Where the carrier confirms delivery to the address given at checkout, the order is considered delivered and we are unable to replace or refund it. We will, however, provide all the tracking details you need to file a claim with the carrier or your local police.

14. Damaged in transit

If your parcel arrives damaged, photograph the outer packaging, the shipping label and the item, and email us within 14 days of delivery. We will replace the item as described in our Refund Policy.

15. Contact

ARLES Client Services
Email: www.kr.daniel@gmail.com
Please include your order number — we reply within 1–2 business days, Monday to Friday.