Refund policy
At Arelza, we want you to feel confident in your purchase. This policy explains how returns and refunds work for pre-order and made-to-order styles.
Pre-Order Returns
Pre-order styles may be returned within 14 days of delivery if:
- The item is unworn and in its original condition
- All original packaging, dust bags, and tags are included
- There are no marks, scent, or signs of wear
We recommend trying shoes indoors on a clean surface to protect the soles. Once soles show outdoor wear, the item cannot be returned.
Made-to-Order
Made-to-order styles are created specifically for you and cannot be returned or exchanged for change of mind, preference, or sizing.
This does not affect your legal rights. If an item is faulty, not as described, or not fit for purpose, you are entitled to a remedy under UK consumer law.
Exchanges
Exchanges may be available depending on the style and order type (pre-order or made-to-order). Contact us with your order details and we will confirm your options.
How to Return
To start a return, contact us as soon as possible with:
- Your order number
- Reason for return
Email: hello@arelza.com WhatsApp: +44 7722 019299
We will provide return instructions and confirm eligibility.
Refunds
Once we receive and inspect your returned item, we will process your refund to the original payment method. Please allow a few business days for the refund to appear in your account.
Return Shipping
Return shipping costs are the responsibility of the customer unless the item is faulty or we sent the wrong item. Any exceptions will be confirmed in writing.
Questions
If you have any questions about returns or refunds, please contact us at hello@arelza.com.
Last updated: 7 February 2026