Return & Exchange

Return & Exchange Policy

At Arconiz, we are committed to ensuring your satisfaction with every purchase. If, for any reason, you are not completely satisfied with your order, we offer a hassle-free return and exchange process.


Eligibility and Time Frame

Returns and Exchanges:

You can return or exchange items within 30 days of your purchase. To qualify, items must be unused, in their original condition, with tags attached, and in the original packaging. You'll also need the receipt or proof of purchase.

Condition of Products

Inspection:

Returned products must be in the same condition that you received them—unworn or unused, with tags, and in their original packaging. Upon receiving your return, we will inspect the item to ensure it meets the return eligibility criteria. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Process for Returns

Initiating a Return:

To start a return, you can contact us at info@arconiz.com. Please note that returns will need to be sent to the following address: Arconiz LLC, 7925 Dunbrook Rd, Suite D, San Diego, 92126, California. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.


Return Center:

Alternatively, you can start the return process through our online return center, available on our website.


Shipping and Handling Fees

Customer Responsibility:

Customers are responsible for return shipping fees unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure that your return is received safely.

Non-Refundable Costs:

Please note that original shipping costs are non-refundable.


Refund and Exchange Conditions

Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 7-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at info@arconiz.com.


Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exchanges are subject to stock availability. If the requested item for exchange is not available, a refund will be processed instead.


Exclusions and Non-Returnable Items

Non-Returnable Items:

Certain items cannot be returned, including:

  • Items that are marked as final sale or non-returnable.
  • Items that have been used, altered, or washed.
  • Custom or special order items (e.g., made-to-order rugs or personalized goods).
  • Gift cards.

Furniture and Large Item Returns

Large Items:

For large items such as rugs and oversized textiles, please contact us at info@arconiz.com to initiate the return. These items may have specific return instructions and could be subject to a restocking fee.

Restocking Fees:

Large items and custom orders may be subject to a restocking fee, which will be communicated at the time of return initiation.

Manufacturer Defects

Reporting Defects:

If you receive an item with a manufacturer defect or an error in your order, please contact us immediately at info@arconiz.com. We will provide instructions on how to return the defective item and arrange for a replacement or refund.

Faqs

What is your return policy?

Our Return Policy:

We offer free returns within 30 days on most items (excluding rugs and final sale items). Please allow 10-14 business days for return processing. Refunds typically take 3-5 business days to appear on your original payment method. Returns initiated after 30 days may be refused. No returns accepted outside of the 24-hour order cancellation window for final sale products. All returns and exchanges are subject to inspection, and Arconiz reserves the right to limit service for excessive returns.
How can I return my order?

Return Process:

If you are unsatisfied with your purchase, you can return eligible items within 30 days of receipt.

Options:

In-store: Free returns are available at our stores. [Click here for location and hours]

Online Returns: Click here to start a return

Note: For damaged items or manufacturer defects, please contact Customer Experience.
When will I receive my refund?

Refund Timeline:

In-Store: Refunds are processed immediately and should post to your account within 1-3 business days.

By Mail: Please allow 10-14 business days for return processing. You will receive an email once the refund is initiated, which typically appears in your account within 3-5 business days. Returns initiated after 30 days may be refused.
How do I return a gift?

Gift Returns:

Click here to start a return. If you return a gift, a gift card will be issued for the total amount of the returned items. If you don’t have the order number and zip code, contact Customer Experience for assistance.
How can I exchange my order?

Exchanges:

Exchanges are only available for the same product in an alternate color. If an exchange isn’t possible, please return the item and place a new order.
Are final sale items eligible for your 30 day trial?

Final Sale Items:

Final sale items are not eligible for returns, exchanges, or our 30-day trial.
Can I return my order?

Return Eligibility:

We accept returns for unused and full-priced items in the U.S. Free return shipping is available for U.S. orders.

How to Return:

1. Open the return portal: [xxxxxxxx].

2. Follow the instructions to receive a prepaid return label.

3. Once we receive and inspect the item, the refund will be initiated. A temporary refund voucher may be available while the return is processed.

International Returns: Free return shipping is not offered. Customers outside the U.S. are responsible for return costs.
Can I return a gift?

Gift Return Process:

Gift returns are processed as exchanges only. [Follow directions on our Gift Exchange site]. If you don’t have the original order number, contact us at info@arconiz.com with the gift recipient’s full name and email address.
I received a damaged rug. What do I do?

Damaged Items:

We stand by the quality of our products. If you receive a damaged rug, please contact our customer care team at support@arconiz.com within 30 days of delivery for a satisfactory resolution.
What is your return & exchange policy?

Return & Exchange Policy:

We offer refunds for orders canceled within 24 hours of purchase. After this period, refunds or exchanges are only available under our Limited Warranty. To ensure satisfaction, consider purchasing samples, and review our Materials and Sizing Guides. For assistance, contact design@arconiz.com. In the rare case of a manufacturing defect, sizing issue, or incorrect order, we’ll honor the Arconiz Promise and provide a satisfactory resolution.
Return Policy

Return Policy:

Items can be returned within 30 days of delivery. Customers are responsible for return shipping costs. Items must be in original condition and packaging.

Non-returnable items include:

  • Samples (credited when buying a full rug from the same collection)
  • Custom items
  • Made to Order items
  • One-of-a-kind items
  • Clearance/Closeout items
  • Final Sale items

Note on Color: Digital images may vary from actual product color due to monitor differences. Patterns and colors may vary by size.
What if my item arrives damaged or defective?

Damaged or Defective Items:

If your item arrives damaged or defective, contact customer service within 14 days of delivery.

Size Note: Rugs may vary in size by +/- 3 inches due to manufacturing processes; this is not a defect.

Shedding Note: Hand-made and wool rugs may shed; this is normal and will decrease over time.

Claim Process:

1. Provide your order number.

2. Briefly describe the issue.

3. Include photos showing the issue, packaging, and labels.

4. Indicate whether you prefer a replacement or a refund. If approved, a refund will be processed, and replacements will be charged separately at the time of shipment.
What is your returns policy for custom made rugs?

Custom Rug Return Policy:

Return/Exchange Policy:
Returns are accepted within 30 days of delivery. Items must be unused and in original condition. Contact us with your order number to initiate a return or exchange.
Arconiz covers return shipping within the U.S., except for items from The Clearance Sale, and ex-display rugs. International return shipping costs are borne by the customer. Initial delivery fees are non-refundable.
Please keep original packaging for easier returns. If unavailable, we can provide new packaging and instructions.
Refunds are issued to the original payment method within 3-5 business days of receiving the returned item.
Custom or Bespoke items are non-returnable. Verify returnability before ordering.
Returns for custom rugs are not accepted due to the bespoke nature of these items. Please ensure that your order specifications are correct before finalizing the purchase. If you ordered the item in one of our showrooms, please contact the showroom directly for any inquiries.
How can I check the status of my return?

As soon as we receive and inspect your returned package, we'll process your refund to the original payment method within 10 business days. You’ll get an email confirming that we've received your return, and another one once your refund has been processed. Please allow up to 48 hours for the refund to appear in your account.
When will the style/size/color I want be back in stock?

If something is out of stock, you can sign up for back in stock email alerts on the product page of the out of stock item to be notified.