RETURN AND REFUND POLICY

1. The Nature of Our Products (Statutory Exemptions)

Due to the specialized, perishable, or bespoke nature of our inventory lines, the following items are strictly exempt from the standard 14-day right to cancel or return under UK law:

• Perishable Goods: Fresh luxury florals, hand-tied bouquets, and seasonal botanical arrangements cannot be accepted for return or cancellation as they degrade rapidly and hold a naturally limited operational lifespan.
• Personalized Items: Any luxury gift capsule, hamper, or keepsake customized with a specific name, dedicated event date, or personal message script.
• Hygiene & Health Seals: Gift lines sealed for health protection or hygiene codes once their factory packaging has been unsealed. (Note: Our non-perishable gift lines and luxury keepsakes must remain entirely unused, unaltered, and inside their original intact packaging components to be eligible for return consideration).

2. Non-Personalized Items (Standard Returns)

For standard, non-personalized inventory items (such as uncustomized luxury lifestyle products or standard pre-boxed gift items):

• Return Notification Window: You hold a statutory period of 14 days from the documented date of carrier delivery to notify us of your intent to cancel and return the physical item to our Glasgow boutique facility.
• Product Condition Constraint: All returned merchandise must arrive back at our storefront completely unused, unopened, enclosed in its original retail packaging, and in 100% pristine, resalable condition.

3. No Restocking Fees

We are committed to transparent, customer-first service metrics. Velvet Moon enforces a flat £0.00 Restocking Fee policy for all authorized, eligible retail returns.

4. Damaged, Broken, or Defective Items

If a luxury item or floral arrangement arrives in less-than-perfect condition due to courier handling, we will resolve it immediately:

• Immediate Reporting Window: You must formally report any transit damages, structural defects, or broken elements within 24 hours of parcel arrival.
• Photographic Evidence: Please email clear photos of the damaged item alongside the original exterior shipping box and packing labels to help@archestradingpost.com.
• Resolution Guarantee: Upon quick validation by our support desk, we will issue a full financial refund or organize an immediate priority replacement for the affected goods.

5. Refund Processing Timelines

• Processing Window: Once your physical return parcel is received and inspected at our boutique, or your transit damage photos are verified, refunds are evaluated and authorized within 7 business days.
• Original Gateway Routing: Approved refunds are credited directly back to the original credit/debit card or secure payment gateway layout utilized during checkout.

6. Return Shipping Costs Allocation

• Change of Mind Returns: For standard, eligible "change of mind" returns of unpersonalized items, the consumer remains solely responsible for arranging and paying for tracked return postage.
• Boutique Error / Defects: If we deliver an incorrect item or the product is verified as defective upon arrival, Velvet Moon will cover 100% of the associated return shipping costs.

7. Corporate Return Address & Contact Desk

To initiate a statutory return request or report a transit issue, please reach out directly to our Glasgow storefront operations:

Registered Legal Entity: VELVET MOON LTD (Company No: SC390537)
Dedicated Return Address: 1203 Argyle Street, Finnieston, Glasgow, G3 8TQ, United Kingdom
Support Email String: help@archestradingpost.com
Support Phone Line: +44 141 387 7310

Boutique Store Hours (GMT):
Monday – Saturday: 10:00 AM – 06:00 PM
Sunday: 11:00 AM – 04:00 PM
Online Order Cut-Off: Daily at 17:00 (5:00 PM)