Shipping policy
Shipping Policy
At Arqelionyx, we are committed to delivering your products reliably and safely. Below you will find important information about our shipping process, cancellation policy, and delivery times.
24-Hour Cancellation Window
If you wish to cancel your order, you may do so within 24 hours of placing it, provided that the order has not yet been processed or shipped. After this period, your order may already be in our fulfillment system and can no longer be canceled or modified.
Please note that customers residing within the EU may have the right to cancel their purchase within 14 days of receiving the product, in accordance with applicable consumer protection laws.
To request a cancellation within 24 hours, please contact us immediately at contact@arqelionyx.com with your order number and your cancellation request.
Processing Time
All orders are processed within 1–3 business days. During peak season or periods of high order volume, processing may take a little longer, but we always strive to prepare your order as quickly as possible.
Once your order has been shipped, you will receive a confirmation email with tracking information.
Delivery Times
Our estimated delivery time is 7–12 business days, depending on your location. Please note that delivery times may vary slightly depending on the destination, customs processing, and peak seasons.
Shipping Costs
We offer free standard shipping on all orders. Express shipping options may be available at checkout for an additional fee.
Track Your Shipment
Once your order has been shipped, you will receive a tracking number via email. You can track your shipment at any time using the link provided.
Return Address
Please note that returns must be sent to our designated return warehouse. The correct return address and instructions will be provided after you contact our customer service and initiate the return process.
For return instructions, please contact us at contact@arqelionyx.com before returning an item.
Disclaimer Regarding Incorrect Addresses
Please ensure your shipping address is entered correctly at checkout. Once an order has been processed and shipped, we may no longer be able to change the shipping address. However, our support team will always do their best to assist where possible.
Lost or Damaged Packages
If your order arrives damaged or does not arrive within the expected delivery time, please contact our customer service at contact@arqelionyx.com within 14 days so we can investigate and assist you.
To help us resolve the issue as efficiently as possible:
For damaged items: Please provide clear photos or videos showing the damage.
For lost or stolen packages marked as delivered: If the tracking status shows “Delivered” but you haven’t received your package, we may request additional documentation or confirmation from the delivery company to investigate the situation with the carrier.
We will work with the shipping company to investigate the matter and find an appropriate solution as soon as possible.
Company Information
Company Name: Arqelionyx Limited Registration Number: 17246692
Business Address: 167-169 Great Portland Street, Fifth Floor, London, England, W1W 5PF
Company Email: contact@arqelionyx.com