FAQ

Welcome to the Arcterran FAQ!

We know shopping online sometimes raises questions, so we’ve put together the answers to the most common ones. If you can’t find what you’re looking for here, just reach out, we’re always happy to help.

1. How long does delivery take?
We usually prepare your order in 1–2 business days. Shipping takes about 5–7 business days, so you can expect your jacket within 6–9 business days total. For the full details, check out our Shipping Policy.

2. Do you offer free shipping?
Yes! We offer free shipping on all orders within the UK. No minimum spend, no hidden costs.

3. Where is Arcterran based?
We’re a U.K.-based brand focused on jackets and outerwear, and we ship exclusively within the UK for now.

4. What if my item arrives damaged or defective?
That shouldn’t happen — but if it does, don’t worry. Contact us within 30 days, and we’ll send you a replacement at no cost. Full details are in our Return Policy.

5. Can I cancel my order?
Once an order is placed, it goes straight into processing, so we can’t cancel it mid-way. But if you change your mind, you can always return it once it arrives.

6. What’s your return policy?
We keep it simple: if something doesn’t work for you, just return it within 30 days. For the exact steps, check our Return Policy.

7. When will I get my refund?
As soon as your return arrives and we inspect it, we issue a refund. Depending on your bank or payment provider, it usually shows up within 5 business days.

8. Do your products come with a warranty?
Yes, everything we sell comes with a 30-day warranty. If there’s an issue, we’ll take care of it.

9. How can I contact customer support?
Super easy — just drop us a message through our Contact Page or email us at info@arcterran.com.

10. Do you ship internationally?
Not yet. At the moment, we only ship within the UK.

11. Do you have a physical store?
Nope — we’re online only. That way we can keep our prices fair and our collection wide.

12. Can I place a bulk order?
Yes, we do accept bulk orders for businesses or organizations. Just reach out to our support team, and we’ll help you out.

13. How do exchanges work?
You can exchange an item through our return process. Check the Return Policy for full details.

14. How do I track my order?
Once your order ships, you’ll get a tracking link by email. You can also track it anytime through our Track Order page.

15. Contact information:

Store name: Arcterran
Company number: 97398608
VAT number: NL005266327B46
Adress: Delftselaan 9, 2512 RA Den Haag, Netherlands
Email: info@arcterran.com
Phone: +31 6 83 25 20 41

Customer service hours:
Monday to Friday: 9:00 a.m. to 6:00 p.m. We endeavour to respond to your email within 1–2 working days.