Returns & refunds

You have 30 days from delivery to start a return, for any reason.

1. Email hello@heyarcadewrld.com with your order number, or use the contact form.
2. Tell us what you’re sending back and why. Photos help if something’s wrong.
3. We reply within one business day with the return address and a return number.
4. Pack it securely, write the return number on the parcel and ship it within 14 days.

Please don’t send anything before you get the return address, our items come from more than one warehouse.

Once your return arrives, we check it within 1–3 business days and issue the refund the same day it’s approved. Your bank or card provider then usually posts it within 3–10 business days.

Refunds always go back to your original payment method.

For change-of-mind returns, you do, and the original shipping charge isn’t refunded. Please use a tracked service, since we can’t refund a parcel we never receive.

If the item was damaged, faulty or wrong, it’s on us, and usually you won’t need to send it back at all.

Email hello@heyarcadewrld.com within 7 days of delivery with your order number and a photo or short video of the problem. We’ll replace it or refund you, your choice.

If it stops working later, within 30 days of delivery, our warranty covers defects in normal use.

That’s on us. Email hello@heyarcadewrld.com within 7 days of delivery with your order number and a photo of what arrived. We’ll send the right item or refund you, and you usually keep the wrong one.

For safety and hygiene, these can’t be returned unless they arrive damaged or faulty:

• Personal care items once opened, such as massagers and grooming tools.
• Gift cards and digital items.
• Items marked “final sale” when you bought them.
• Personalised or custom-made items.
• Items damaged by misuse or accidents after delivery.

We don’t do direct swaps yet. The quickest way is to return the item you have and place a new order for the one you want.

If your order hasn’t shipped yet, email us within 12 hours of ordering and we can usually swap the colour or variant for free.