How do I start my return or exchange?Updated 10 months ago
For all other countries outside of North America, please visit our returns portal to follow the link to purchase this $35 USD return label.
You will be returning your items to Bulgaria, where our European warehouse and atelier are located. We offer a discounted shipping option via DHL for both returns and exchanges, which is usually less expensive and faster than tracked shipping options offered through your local postal service.
Please also provide the following information during the checkout process as “additional notes” to your order to ensure that we have all the necessary information to arrange your return:
- Order number(s)
- Item(s) you're returning
- Email address
- Shipping address where DHL can collect the package from you
- Desired pickup date and time frame (or, if you would rather drop off the package at a local DHL location, please note this preference instead).
Upon purchasing this label, you will receive an automated email confirming your order, a follow-up email from our team sent by the following business day, with all necessary documents for shipping your return filled out and ready to print, an email from DHL with the details of the shipment and the scheduled pickup time. Note—DHL does not operate in all areas, in which case they may arrange for a local subcontractor to collect the package.
Exchanges can only be for the same product but a different size or color. We offer one size and/or color exchange per item. Exchange orders will be sent from our warehouse in Bulgaria for free and you will not be requested to pay any customs duties/fees again.
If you decide not to take advantage of our discounted return option, we suggest that you send your return with the governmental postal service with a tracking number to ensure your package's safe arrival. We ask that you kindly refrain from using an international courier such as DHL, FedEx, UPS, TNT, etc. as international couriers charge a customs processing fee of roughly $50 USD with such global shipments. Please note that in this event, we would need to pass along any such fee to you in order to process your exchange/return.
If you do not wish to take advantage of our discounted return label, you may use the following address to mail your return/exchange through the governmental postal service:
Arise Co. (Marcella)
43 Cherni Vrah Blvd.
Lozenets, Sofia 1407
Bulgaria
Please make sure Arise Co. is written as the addressee. Please follow up with us at [email protected] with the tracking number to ensure your package's safe arrival.
Regardless of the method you choose, be sure to fill out the return form that our Customer Experience Team will email you and include it in your package for shipment to help us process your return/exchange. Please make sure to follow the directions on the form and that all pieces are mailed in new and unworn condition within 30 days of delivery.
Depending on the shipping method and country of origin, return packages could take 1-6 weeks to reach Bulgaria, and might require additional processing time at customs before we can receive them.