Returns Policy

How can I make a return?

We are pleased to accept timely returns within 15 days from the date you received your order.

Please note the following in relation to returns:

  • All items must be returned unused and in their original branded packaging with all seals and labels intact
  • When returning your order, please ensure you obtain proof of postage with tracking information as we are not responsible for any loss or damage to the product when it is being sent to us and the parcel is your responsibility until it reaches our warehouse
  • We use DHL for the UK returns, and will deduct £15 from your total refund amount should you choose to return any product
  • We use DHL, UPS and FedEx for all international returns and will deduct the price of shipping the product to our warehouse from your total refund amount; the amount we will deduct will depend on the country you are returning the products from
  • Any returns outside the time limit specified above may not be accepted and you may not receive a refund; if a Product is returned outside the 15 day return policy, we may have to return this to you and ask you to cover the delivery costs
  • If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, our product branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
  • Shoes must only be tried on over a carpeted surface to prevent any scratches to the sole and all shoes must be returned with their original shoe box. We reserve the right to reduce your refund to compensate us where shoes returned without the original box, in a damaged box or where the shoes show signs of wear and tear
  • Please also note that you cannot return any orders for Products sealed for health protection or hygiene purposes once these have been unsealed after receipt, goods made to your specification or clearly personalised, and goods which have become mixed inseparably with other items after delivery
  • If you have received the wrong item, please email us as soon as possible at hello@16arlington.co.uk

UK Returns

If you would like to make a return, please fill up the form below with your order number and we will be able to assist you.

Returns and Exchange Form

Products should be returned to the following address: KIKKA MARCO LTD t/a 16Arlington, Savino Del Bene FDS UK Ltd, Unit 26 Oliver Business Park, Oliver Rd, NW10 7JB, London, UK

International returns (outside the UK)

Visit our International Returns portal HERE and input your order number with a 3 at the start and the email address you used to place your order. Your order number is included on your returns slip and is 4 digits long. Follow the rest of the online instructions in the portal, selecting the Product(s) you wish to return. Please follow the instructions in these terms, and also include your returns slip with your order when placing the return.

If you wish to use alternative means, please email us at hello@16arlington.co.uk.

When and how we refund you

We will issue a refund as soon as practicable and will try to refund you within 14 days of your return arriving at our warehouse. You have the option to be reimbursed by way of site credit or by the same method you used for payment. Please be aware that your chosen payment provider may take additional time to credit the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your Product, you must contact our Customer Services Team by emailing hello@16arlington.co.uk. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

·      Up to 30 days: if your goods are faulty, then you can get a refund. 

·      Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. 

·      Up to six years: if your goods do not last a reasonable length of time, you may be entitled to some money back.  

 

Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.