If the courier deems your order undeliverable for any reason, in most cases they will return the parcel back to us. This will be reflected in your order tracking. Should you become aware that your courier is returning your order to sender, please reach out to us here: https://arsenaldirect.arsenal.com/contactUs
We will be happy to either resend the parcel to you once received or issue a full refund, subject to the terms laid out below:
- Orders with personalised items must be resent as they are not eligible for a refund.
- Orders that were rejected by the recipient due to customs fees will be refunded minus the delivery fee.
If we do not hear from you in advance of your parcel being received, we will refund or resend your order in accordance with the above terms.