Refund policy

Refund & Return Policy

Arkez Last Updated: August 30, 2026

At Arkez, your satisfaction matters to us. Since we operate on a dropshipping model, our return process works a little differently than a traditional retailer. Please read the details below.

1. Order Cancellations

You may cancel your order for a full refund within 12 hours of placing it, as long as it has not yet been shipped by our supplier.
Once an order has entered processing or shipping, it can no longer be cancelled, but you may request a return once it arrives (see below).

2. Returns Eligibility

We accept returns within 30 days of the delivery date, provided that:

The shoes are unworn, unwashed, and in their original condition with tags and original packaging/shoebox intact
You have proof of purchase (order number or receipt)

Items that are worn, damaged through misuse, or missing original packaging are not eligible for return.

3. Non-Returnable Situations

We are unable to accept returns for:

Items marked "Final Sale" at the time of purchase
Products damaged due to customer misuse after delivery
Orders returned without prior authorization from our support team

4. How to Start a Return

Email support@arkez.store with your order number, the item(s) you'd like to return, and the reason for the return.
Our team will review your request and, if approved, provide return instructions and the correct return address (this may vary depending on the supplier who shipped your item).
Pack the item securely in its original packaging and ship it to the address provided.

5. Return Shipping Costs

If the return is due to our error (wrong item shipped, defective product, etc.), we will cover the return shipping cost.
If the return is due to a change of mind, sizing issue, or similar reason, the customer is responsible for return shipping costs.

6. Refunds

Once your returned item is received and inspected by our supplier, we will notify you of the approval or rejection of your refund.
Approved refunds are processed back to your original payment method within 5–10 business days.
Original shipping fees are non-refundable, except in cases where we shipped the wrong or defective item.

7. Exchanges

If you'd like a different size or color, the fastest option is to return the original item for a refund and place a new order. Email us at support@arkez.store and we'll be happy to guide you through it.

8. Damaged or Defective Items

If your shoes arrive damaged, defective, or different from what you ordered, please contact us within 7 days of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

9. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

Check your bank account or card statement again
Contact your card issuer or bank, as processing times can vary
If you've done this and still have not received your refund, contact us at support@arkez.store