Return & Refund Policy

Order confirmation & cancellation

Before we dispatch, we send you a video of your exact piece(s) packed for shipping — so you can confirm the right item, in perfect condition, before it leaves us.

You have 1 hour from receiving this confirmation video to cancel your order — just reply and we'll pull it from shipping. Once the 1-hour window passes, the order is dispatched and can no longer be cancelled.

Returns

Every Aruha piece is hand-embroidered to order. We do not accept returns for change of mind, colour, or style preference, and we do not offer replacements.

Returns are accepted only if the item arrives damaged in transit, within 7 days of delivery.

Unboxing video required

To claim a damaged item, you must send a continuous unboxing video — showing the outer package sealed, being opened, and the item(s) taken out. The video must show the parcel being opened for the first time.

Claims without a valid unboxing video cannot be accepted. The video must reach us within 7 days of delivery; delays in opening your parcel are not grounds for extending this window.

How to return

Message us on WhatsApp or email aruhaatelier@gmail.com within 7 days of delivery, with your order details and the unboxing video. We'll respond within 1–2 business days. Once approved, ship the item back via courier to the return address printed on your package.

Return shipping cost is borne by the customer. Please use a tracked courier — we can't take responsibility for items lost in transit on the way back.

Refund

Once we receive and inspect the returned item, we process your refund within 2–5 business days to your original payment method. Bank processing may add 3–5 days.

Questions

For anything not covered here, email aruhaatelier@gmail.com or message us on Instagram @aruha.atelier .