FAQs

Delivery

Our delivery timescales differ depending on what you have ordered and the delivery address, some products are available for free next-day delivery, you will be provided with a delivery estimate when you check out. If there are any changes to this estimate, you will be notified by email.

If you have ordered to the incorrect address, please get in touch with us as soon as possible to see if we can amend this. We will do what we can to ensure your order is delivered to the correct address.

We do not currently offer a collection service on any orders.

Shipping for smaller parcels is handled by Royal Mail. For express delivery and medium items, we use DPD. Large items may be delivered on a pallet, a specific delivery date will be provided once ordered.

A tracking number will be provided as soon as your order has been dispatched from our warehouse. You can use this tracking number to add a safe place or rearrange delivery.

If you have ordered more than item, these may have been delivered in the same box, so please double-check the box. Please contact us as soon as possible if you have not received your full order at support@arcanu.com

If your order has arrived damaged, please take pictures of how it was received so that we can confirm the damage and inform our courier. If your item is still usable, we may be able to offer you a partial refund to cover the damage. Contact us at support@arcanu.com to discuss.

Payment

We accept the following payment methods: Apple Pay, Google Pay, PayPal, Shop Pay, Visa, Mastercard, Diners Club, Discover, and Maestro

If you are ordering more than one item, we may be able to offer you a discount. Please fill out the form here, or get in touch with us at support@arcanu.com to find out.

Returns & Refunds

If your order hasn't left our warehouse, you can cancel your order free of charge. If your order has already been dispatched it will be treated as a return and you may be charged for the return postage.

You can return any order within 30 days of purchase, faulty or damaged items can be returned after 30 days, please contact support@arcanu.com for information or create a return on our website.
All returns must be agreed upon in advance. If we have no record of your return, we may be unable to refund you.

We will only charge for the delivery of the return to us for items that are incorrectly ordered or no longer required. This will be deducted from the refund.

Items that are incorrect or faulty/damaged will be fully refunded upon receipt of the return.

We do not cover consequential loss. This includes claims for hours lost while replacing faulty items or testing to determine if the product we supplied is defective.
Arcanu accepts no responsibility for damage to items caused by misuse, faulty installation, or goods not used for their intended purpose.

All of our products come with the standard manufacturer's warranty, if this is not listed, contact us or the manufacturer for clarification.

To claim under the warranty, you will need to first get in touch with the manufacturer. We will be able to provide contact details if required.

Support

We can offer technical support for most of our products. If we are unable to help, we will put you in touch with the manufacturer. Contact us at support@arcanu.com for more information.

We are currently only available to contact through our email support@arcanu.com or our website form. If you have ordered on another platform, you can contact us through them if you prefer.

Our customer service email support@arcanu.com is available from 09:00 to 17:00 Monday to Friday, excluding bank holidays.