Refund policy

Last Updated: 13 August 2026

This policy complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 applicable in the United Kingdom.

Statutory 14-Day Cooling Off Period

Under UK consumer law, you have the legal right to cancel your order within 14 calendar days from receipt of goods for any reason, without needing to provide an explanation.

Return Eligibility Rules

Items can be returned for refund or exchange only if all below conditions are met:
  1. Items are unworn, unwashed, unaltered, free from makeup, perfume, stains and odours
  2. Original tags, labels and protective packaging are intact and reattached
  3. A valid order number is provided when submitting the return request
  4. Goods are posted back to our UK address within 14 days of cancellation notification

How To Submit A Return Request

  1. Email hello@ariella.shop with your order number, full name, contact number and return reason
  2. Our team will send a return authorisation reference and clear posting guidelines
  3. Package securely and send via a tracked delivery service to our registered address

    Returns sent without prior approval may not be accepted or processed. Please keep your postage receipt and tracking number for records.

Allocation of Return Postage Costs

Change-of-Mind Returns

The customer is responsible for all return postage fees, courier charges and transit risks.

Faulty, Damaged, Incorrect or Misdescribed Items

If goods arrive defective, damaged, wrong size/style or incorrectly dispatched due to our error, Ariella will cover reasonable return delivery costs. A prepaid return label may be issued after you supply supporting photos.

Evidence Required For Damaged/Faulty Goods

Take clear photos of the damaged outer packaging and the defective/incorrect products, then email to hello@ariella.shop within 48 hours of delivery.

Non-Returnable Items (Change of Mind Only)

These items cannot be returned for personal change of mind but remain covered by statutory fault remedies under UK law:
  1. Final sale, clearance and heavily discounted products
  2. Gift cards, digital vouchers and personalised custom-made goods
  3. Lingerie, intimates, swimwear and other hygiene-sensitive apparel

Exchange Process

We cannot guarantee stock availability for direct exchanges. The fastest solution is to return the item for a full refund and place a new order online. For faulty goods, we will offer replacement, full refund or store credit at our discretion in line with UK legislation.

Refund Processing Timeline

Once goods are received, inspected and approved, refunds will be issued to your original payment method within 3–7 working days. Delays caused by bank processing systems are outside our control.

Original delivery fees will not be refunded for voluntary change-of-mind cancellations. No restocking fees apply to valid compliant returns.

Returns Postal Address

Ariella

23 Millbank Road, Port Glasgow, PA14 5YY, United Kingdom

Please write your order number clearly on the parcel exterior for faster processing.

Return Support Contact

Email: hello@ariella.shop

Phone: +44 7106 941957

Support Hours: Monday – Saturday 9:00 AM – 6:00 PM BST

Response Time: 24–48 working hours