FAQ

Frequently Asked Questions. If you have any questions regarding shipping, order issues, or return and refund. Please visit the session below.

Order Issues

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
  • If an item is missing, please contact our Customer Care team with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care team with:

  • The order number
  • The faulty item’s name and number
  • A description of the fault

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

If you have received an item that you didn’t order, please contact our Customer Care Team and we will be happy assist you.

Delivery

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It’s also worth checking if there are any local delays in your area – just click here.

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel. If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, just click here so we can help you further.

Click here to find out more about international delivery times and costs.

Standard and Express delivery services are available for most of the countries that we ship to. Once you’ve entered your delivery address, you’ll be able to see the available delivery services.*

Tracking is available on some Standard Delivery services and on all Express Delivery services. You’ll receive a shipping confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.

Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.

Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.

Your order will be sent out via the most suitable carrier, dependent on size and weight.

When using our Standard Delivery method, it usuallt take 10-14 business days for your order to be processed and shipped due to handmade items. Once your order has shipped, we will send you an email with your tracking number. To track your package, simply click on the link provided.

In most cases, any customs or import duties are charged once the parcel reaches its destination country. The exception to this is for parcels being sent to Brazil, India or Israel on our Standard Delivery service.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Returns & Refunds

Since all shoes are custom made. All Orders from any countries are final sale.

Yet, regardless of your shipment country, if your item arrives damaged or incorrect, you may be eligible for a return. Contact Customer support (info@arnihill.com). If your item is eligible, you will be emailed a packing slip to include in the package. Customers bear the shipping costs associated with the return. When received, we will provide you a refund of the original merchandise price, any duties and taxes associated are not eligible for refund with the return.

You are liable for the cost of returning your item. We recommend returning your order via your local postal service on a standard service. Please keep all postage receipts, just in case your order is lost in transit.

Please remember to mark your package as ‘returned goods’.

The parcel is the customers responsibility up until Gymshark has acknowledged that the package has been received into our warehouse.

If you have received an faulty item, we can offer exchange or a refund. In other circumstances, since all of our products are custom made, we don’t offer an exchange option. If you want another size, color or another product entirely, please place a new order and return your unwanted item to us.

Can’t find your returns note? Don’t worry, you can print a new one off from the attachments in the right. We have returns notes for several countries – if yours isn’t listed, you’ll need to select the ‘Rest of World’ returns note.

Just follow the instructions on the note, making sure you write down your order number. We’ll need these details to process your return. Once it’s all filled out, pop the note in your parcel with the items you are returning.