*TERMS & CONDITIONS*
*FREE SHIPPING*
Free shipping is not available during Black Friday.
*TIKTOK:*
The TIKTOK platform is ultimately owned by TIKTOK; therefore, we must adhere to their guidelines. All communication must occur on the platform via the CHAT button. Unfortunately, we cannot handle any TIKTOK inquiries via our email systems, as we have separate departments specializing in each platform.
Arabella London has no control over the coupons provided by TIKTOK. We place our products on their platform at full price, and TIKTOK may discount them as they see fit. Therefore, we are unable to issue customer coupons as this is beyond our control.
*STORE CREDIT / DISCOUNT CODES*
Store credit / discount codes cannot be used on bundles and are not valid on sale items. They are only applicable to full-priced items and cannot be used in conjunction with other discounts or promotions. Additionally, discount codes are not applicable retrospectively.
*RESPONSE TIME*
Due to a high influx of orders, our customer service team aims to respond within 72 hours. Please avoid sending multiple emails, as this may delay our response time.
*PACKING ERRORS*
If you receive a packing error, please keep all packaging and provide images of the received items, including the packing slip and outer packaging. We require this information to resolve the issue promptly.
*ORDER CANCELLATIONS*
Arabella London reserves the right to cancel orders flagged as fraudulent or if products are out of stock due to fault, breakage, or being missing.
*RETURNED ORDERS*
If your parcel is returned to us for any reason, you may need to cover the extra fee of £2.50 to have your items re-shipped. Alternatively, we can process a refund for your order, minus the shipping fee, upon its return to us.
*INTERNATIONAL ORDERS*
International orders may take up to 30 days to arrive, and we are not responsible for any customs charges or delays once the package leaves our warehouse.
*ORDER CHANGES*
Orders cannot be amended manually after placement, including adding or canceling products. Change of address cannot be done after the order is placed.
*MARKED AS DELIVERED*
If your parcel is marked as delivered but not received, please check with your neighbors. If the parcel is not found, we will raise a claim with the courier service, which may take up to 30 days to process.
*ADVENT CALENDARS*
Advent Calendars will be dispatched between the 21st and 25th of November. We will upgrade shipping to ensure delivery by December 1st.
*DISPATCH*
During Black Friday, orders may take up to 2 weeks to dispatch due to high demand and potential strikes affecting delivery.
*COMMUNICATION*
Please avoid sending multiple emails at once to prevent delays in responses.
*RETURNS*
Due to hygiene reasons, we cannot accept returns on cosmetics, and sale items are non-refundable. Items purchased during Black Friday are also non-returnable, non-exchangeable, and non-refundable once the parcel is opened.
*DAMAGED ITEMS*
We cannot be held responsible for any damaged items received, and we advise reaching out to the courier service regarding such issues.
*CUSTOMS*
Customers are responsible for any import duties and taxes incurred. We cannot predict or compensate for any customs charges.
*COMPLAINTS PROCEDURE*
Please email help@arabellalondon.uk with any complaints. Allow up to 72 hours for acknowledgment and up to 28 days for resolution. Posting on social media platforms may jeopardize the resolution of your complaint.