It feels good to help

So here's a section full of answers to questions you might have about our products, return policy, dog's names or contact details

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FAQs

Some of our frequent

(And not so frequent)

Asked questions

SIZES

We want to make it easy for you so we’ve included a size guide in each and every product page. You just have to click on the link ‘Size guide’ and tadaaaaaa: a simple set of instructions will pop up on the screen. 

Please make sure you get the right size before you order your sneakers. We’d like to avoid as many unnecessary return orders as possible. The planet would appreciate it too :)

DELIVERIES

Ooouh yeah!! We ship all around Europe and US

Shipping to mainland Spain & Balearic Islands is free for all orders.

For international shipments

GERMANY, ITALY, PORTUGAL, AUSTRIA, NETHERLANDS, BELGIUM, FRANCE & IRELAND

- Orders over 60€, shipping cost is FREE.

- Orders below 60€, shipping cost is 10€.

SWEEDEN, DENMARK & FINLAND

- Orders over 60€, shipping cost is FREE

- Orders below 60€, shipping cost is 10€.

UNITED STATES OF AMERICA

- Orders over 60€, shipping cost is 20€

- Orders below 60€, shipping cost is 30€.

And other countries? Good question! Our Customer Support team will be able to give you a better answer than me. They’ll help you find a way to spread the ARZE vibes all around the world. Send them an email: hola@arzebrand.com.

It’s human to err, that’s why we advice you to triple check the delivery information details, just like you triple check the text you send to your crush. If there’s a mistake in the info you provided, you’re going to have to re-order your sneakers. You’ll be responsible for covering the shipping costs.

Once we’ve processed your order and sent you a tracking number, it takes 24h-48h to deliver your sneakers and accessories to your home. However, frikkin’ COVID is still around and might cause some delays. Please forgive us 🥺.

DHL

ORDERS

If you want to cancel an order, shoot us an email (hola@arzebrand.com), send us a text (or a meme) or get creative and make any other kind of signal to let us know immediately. We’ll try to do our best to accommodate. However, if the package has already left our warehouse, we can’t change the order.

Don't panic - confirmation emails can take up to 2 hours after placing an order (check your spam folder). If the payment was processed and you still haven’t received an email, reach out: hola@arzebrand.com

Yes! Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order until your brand new babies are finally home with you!

All products ordered on Friday will be processed and sent from Monday on.

Once your order has left our warehouse, the courier notifies you via email about the current state of your order. If you haven’t received any email, check your spam folder, it might be hiding there. 

All orders from Friday will be processed on Monday.

There’s a solution to every problem, and in the case of a missed delivery the solution is to check your email or SMS inbox. MRW should notify you about the unsuccessful delivery attempt and give you more info on what to do next. 

RETURNS

Soooooooooorrrryyyy! Please forgive us 🥺 Pretty please? Click here, fill out the Return&Refund form and we’ll take care of the rest. We’ll try to be as quick as a ninja.

Of course! You have 30 days to return all products for free. Click here and fill out the form. However, because we love this planet so much, we kindly want to remind you to be responsible when returning products. Double check your size and shipping details before you order.

If you have to make a second change of size or model, you’ll be responsible for the shipping costs.

As long as they’re not used, you have the right to return all items within 30 days. We cannot refund you for sneakers or items if they’re damaged. Returned items must look brand new. So, if you want to try your sneakers on, try them on on a carpet.

Once the return order has been processed, you can’t make any changes.

Want to return your sneakers? Click here and fill out the form

It usually takes 14 business days after the parcel has been delivered to us. That’s the time we need to inspect the item and approve your return. Once approved, we’ll refund you using the same payment method you used to purchase the sneakers. The refund doesn’t include the shipping fees you paid for when you purchased the product.

DAMAGED ITEMS

First thing’s first, sorry! We guarantee that all the products we manufacture and sell through our website must be free of manufacturing defects.

Click here and fill out the form to start your return. But, first, make sure you are complying with the following rules:

• We will not accept your return if the item has been worn or damaged.

• You can only return items purchased on the ARZE™️ website.

MY ACCOUNT

Well, shopping will be as fast as swiping. Every time you make an order your info will automatically be filled in. Plus, you can find all your orders easily in one place, with the invoices included.

YEAHHH!  So, let’s get started: 

1 Click on the ‘Log in’ button on the menu bar (top right corner) 

2 Hit ‘Create account’

3 Follow the steps

4 Welcome to the fam! :)

Easy peasy lemon squeezy! Go to ‘Log in’ and add your username and password to access to your account. Once you’re in, you can change your details (name, address, phone number,…).

YES x 10000000000000. In the first stage of payment, you have the option to log in to your account. If you’d rather not create an account, you can place your order as ‘New client’.

Is this a goodbye? Hope not :) If you want to delete your account, our super duper Customer Support team can help. Shoot them an email (hola@arzebrand.com) and they’ll take care of everything.

BILLING AND PAYMENTS

PayPal, Visa, Google Pay, Apple Pay, MasterCard and American Express. Some of our clients have had some issues paying with Revolut, so we recommend using the alternatives we offer. We won’t be able to help you otherwise.

Hey, no worries! These are some things you can do:

- Clear your browser’s cookies and cache

- Switch to a different browser

- Use a different payment method

If you’re back to square one, contact our Customer Support team.

If the money is no longer in your bank account but your screen says the payment failed, reach out to Customer Support ASAP. Send a screenshot of the payment and they’ll take care of it. 

Send an email to Customer Support (hola@arzebrand.com) and we’ll send it to you.

You will get the refund within 14 business days from returning the item you bought. We’ll transfer the money to the credit card / bank account you used for your purchase. 

If you haven’t received the money yet and it’s been more than 14 days, send us and email with your order reference number, track number and we’ll contact you as soon as we can.

Yup. VAT is included in the price of all our products.

RANDOM Q&As ABOUT US

Returns & Refunds

We understand that sometimes products need to be returned. Maybe your sneakers have devoloped a fault, are damaged or don`t fit. Whatever the case, we can help you. Fill the form below start