Frequently asked questions

What is Arlen Vale?

Arlen Vale makes footwear for people who'd rather own less and choose better. Our collection is small on purpose — shoes and sandals for women and men, chosen for shape, balance and quiet quality rather than seasonal trends. We design pieces worth keeping in the rotation, not fifty versions of the same thing. Arlen Vale is a trading name of Ecom Seta, registered in the Netherlands
What is the return policy?

We have a 30-day return policy, so you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging, along with proof of purchase. To start a return, contact us at support@arlenvale.com. Full details are in our Return & Refund Policy.
When will I get my order?

Orders are typically processed within 1–3 business days, with a transit time of 5–8 business days. That's a total estimated delivery time of 6–10 business days. Delivery times are estimates and may be affected by carrier delays or extreme weather.
How much does shipping cost?

Shipping is free on all orders, with no minimum purchase. Costs (if any) are always shown clearly at checkout before you pay, in GBP (£), with no hidden fees. See our Shipping Policy for full details.
What payment methods do you accept?

We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay. The available options are displayed at checkout, and all payments are processed securely through PCI DSS-compliant providers.
Do you ship outside the UK?

At the moment we ship throughout the United Kingdom only. We don't ship to PO Box addresses, military addresses (APO/FPO/DPO) or restricted areas. For questions about a specific location, get in touch at support@arlenvale.com.
How do I track my order?

Once your order is dispatched, we'll email you a tracking link so you can follow your delivery. If you haven't received tracking within a few business days, check your spam folder or contact us and we'll resend it.
Can I change or cancel my order after placing it?

If you need to change or cancel an order, contact us as soon as possible at support@arlenvale.com. We process orders within 1–3 business days, so we'll do our best to update it before it's dispatched. Once an order has shipped, it can't be changed, but you can still return it within 30 days.
What if my item arrives damaged or faulty?

Please inspect your order on arrival and contact us immediately at support@arlenvale.com if the item is defective, damaged, or if you received the wrong item. Under the UK Consumer Rights Act 2015 you're entitled to a replacement or refund, and we'll evaluate the issue and make it right.
How do I choose the right size?


If you're unsure about your size or between two sizes, email us at support@arlenvale.com before ordering and we'll happily advise on the best fit. And if your pair doesn't fit once it arrives, you can return it within 30 days for a refund.
How will I receive my refund?

Once we've received and inspected your return, we'll let you know if it's approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Your bank or card provider may need extra time to post the refund
How can I contact you?

You can reach us at support@arlenvale.com or on Instagram @arlenvale.official. We're available Monday to Friday 09:00–17:00 (GMT) and weekends 11:00–16:00 (GMT), and aim to respond within 24 hours.