Please read these terms and conditions of sale carefully before using this site.

You can find everything you need to know about us and our products on our website before you order. We also confirm the key information to you in writing after you order, by email.

These Terms and Conditions of Sale are applicable to the online store located at www.arksenlabs.com.

Please read them carefully before placing an order with us. We only supply products for personal use and we may limit or reject an order if we believe that you intend to use any product for commercial or resale purposes.

By placing an order with us, you accept these Terms and Conditions of Sale.

Information about us

All products available in the online store are sold by The Fashion Incubator Limited, a company registered in UK with registered number 11134041 and whose registered office is at 56a Poland Street, London W1F 7NN. Our VAT Number is 378314966.

You can contact us by emailing us at info@arksenlabs.com or by writing to us at The Fashion Incubator Limited, 5th Floor, 21 Poland Street, London W1F 8QH.

If we have to contact you, we will do so by writing to you at the email address or postal address you provided to us when you placed your order.

Products

The images of products on the website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may therefore vary slightly from those images.

Whilst we take all reasonable care to ensure that the information on the website is accurate, we reserve the right to correct errors or inaccuracies and to change or update such information at any time without notice.

Please note that some products may be unavailable even if the website indicates that they are in stock and adding a product to your basket does not guarantee the availability of that product. We reserve the right to cancel an order previously accepted by us if it transpires that the product you ordered is out of stock or otherwise unavailable.

Ordering process

We will email you to confirm receipt of your order and then we will contact you again to confirm we have accepted it, at which point a contract will come into existence between us. We will assign an order number to your order and tell you what it is when we confirm your order. It will help us if you can tell us the order number whenever you contact us about your order.
Sometimes we reject orders, for example if a product is unexpectedly out of stock or because the product was mispriced by us. When this happens we will let you know and refund any sums you have paid.

Pricing

All prices for Products are shown on the Website in pounds sterling. They include all applicable sales taxes, but exclude delivery fees which will be added to the amount payable by you during the check-out process. The total amount payable by you for the product(s) you are ordering will be shown on the order page when you place your order.

We take all reasonable care to ensure that the price of the Product advised to you is correct. We may change the prices listed on the Web Site at any time without notice and any price increase will apply to all orders placed after such changes take effect. We will normally check prices before accepting your order. However, it is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If the correct price for the products at your order date is less than our stated price at your order date, you will only be liable for the lower amount and, if you have already paid for the products, we will refund you the difference. If the correct price for the Products at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.

Payment

We take payment when we accept your order. All prices for products are shown on the website in pounds sterling. They include all applicable sales taxes, but exclude delivery fees which will be added to the amount payable by you during the check-out process. The total amount payable by you for the products you are ordering will be shown on the order page when you place your order.

We accept payment by MasterCard and Visa branded credit & debit cards including Visa debit, Visa Electron, American Express, as well as by PayPal, Apple Pay and Klarna payment via instalments or pay later. Unless you pay for the Products by using the Klarna payment via instalments payment method, you must pay the full purchase price of the products before we dispatch them to you, but we will not charge your credit or debit card or PayPal account until we are ready to dispatch the products to you.

Payment via instalments: In cooperation with Klarna AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden we offer you payment via instalments as a payment method. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is dispatched, and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. Payment is to be made to Klarna. You can find Klarna’s terms and conditions for deliveries to the United Kingdom here. Please also be aware that in order to be able to offer you instalment payments via Klarna as a payment method, we must pass on certain aspects of your personal information to Klarna. Klarna will review and evaluate the data you provided and in case of legitimate interest perform a data exchange with other companies and credit rating agencies. Your personal data will be processed in accordance with applicable data protection law as described in Klarna’s privacy statement for the United Kingdom.

If you would like to make changes

If you would like to make a change to your order, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product(s) you have ordered, the timing of supply or anything else resulting from your requested change and ask you to confirm whether you wish to go ahead with the change.

Our rights to make changes

We can always change a product to reflect changes in relevant laws or regulations, or to make minor adjustments or improvements that do not affect your use of the product. If we make changes in other circumstances we will notify you and you can contact our Customer Service Team to cancel your order and receive a refund for any product you have paid for but not received.

Delivery

The cost of delivery for any products you order will be as displayed to you on the website and notified to you when you place an order. We may let you know during the order process when we will deliver the products to you. If no delivery date is specified during the order process, we will deliver the Products to you as soon as reasonably possible and, in any event, within 30 days after the day on which we accept your order.

If no one is available at your address to take delivery and the product(s) cannot be posted through your letterbox, a note will be left informing you of how to rearrange delivery or collect the product(s) from a local depot. If, after a failed delivery to you, you do not re-arrange delivery or collect the product(s) from a delivery depot, we may end the contract. We reserve the right to charge for redelivery of orders that have not been completed due to you having supplied incorrect address information or where no one is available to take delivery.

If delivery is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but, if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products you have paid for but not received.

All products ordered by you will be your responsibility from the time we deliver them to the address you gave us. You are responsible for inspecting all products as soon as possible following delivery and you should notify us as soon as possible of any shortages, damage or other deficiencies.

Returns

You have 28 days after the date your order is delivered to change your mind about the products and receive a refund including the delivery cost, although this may be subject to deductions. If products forming part of the same order are split into several deliveries over different days, you have until 14 days after the date the last part of your order is delivered to change your mind.

The Products must remain in good condition and you do not have a right to change your mind in respect of products which have been used, worn, washed, damaged or otherwise treated in such a way as to make resale impossible (including the removal of original tags or the loss of any accessories, or free gifts that came in the same package).

If you have changed your mind, please contact our Customer Service team via email at info@arksenlabs.com. If the relevant products have already been dispatched or you have received them, you must return them to us. Our Customer Service team will be happy to assist by providing a returns label or you can request a returns label through your order summary in the 'my account' section on the website. You will be responsible for the costs of return unless the products are faulty or misdescribed.

We will refund you the price you paid for the products, including standard delivery costs, by the method you used for payment. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3 to 5 days at one cost, but you choose to have the product delivered with express shipping at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

We may reduce your refund to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover that you have handled them in an unacceptable way, you must pay us an appropriate amount.
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. If you fail to comply with any instructions relating to the return of a product, we reserve the right either to reject your return and decline to refund the purchase price or to deduct from any amount to be refunded to you reasonable repair or other similar direct costs that we have incurred.

You have additional rights if there is something wrong with the product. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. Please inspect your order upon receipt and contact us immediately you become aware that an item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Please note that custom products (such as special orders or personalised items) cannot be returned.

Exchanges

We do not accept direct exchanges. The fastest way to ensure you get what you want is to return the item you have according to the process outlined and once the return is accepted, make a separate purchase for the new item.

Warranty

We are pleased to provide a Warranty which goes beyond your statutory rights.
Products purchased from the online store are fully warranted to the original owner against defects in material and workmanship beginning at the time of sale and for the lifetime of the product. If a product fails due to manufacturing defects or workmanship, we will, at our option, repair or replace the product without charge.

For the purposes of the Warranty, “lifetime” means the usual and customary wearable life of the relevant product by the original owner. The Warranty does not extend to damage caused by improper care, accidents, normal wear and tear or negligence and will be voided if you remove any labels or if the Product has been tailored or altered in any way.

We may, at our option, choose to offer to repair damage not covered by the Warranty at our usual charge for repairs. If we make such an offer, we will evaluate and communicate such offer to you on inspection by us of the relevant product prior to any repairs being made.
For questions on Warranty claims, please contact our Customer Service team at info@arksenlabs.com.

Our rights to end the contract

We may end the contract at any time by writing to you if you do not make any payment to us when it is due, or if you do not within a reasonable time, allow us to deliver the relevant products to you. If we end the contract we will refund any money you have paid in advance for products we have not dispatched, but we may deduct or charge you reasonable compensation for the costs we will incur as a result of your breaking the contract.

Our responsibility for loss or damage suffered by you

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is unexpected, caused by a delaying event outside our control or could have been avoided by you taking reasonable action.

Your Personal Data

How we use your Personal Data is set out in our Privacy Notice.

If you have a complaint

Please contact our Customer Service Team via email at info@arksenlabs.com.