Shipping policy
Delivery Charges
Delivery charges are calculated automatically based on the items in your basket and your delivery address. They are clearly displayed before you confirm your payment.
Delivery Areas
We deliver throughout the European Union (France, Spain, Italy, Portugal, etc.), as well as to Switzerland, Monaco and Corsica.
For deliveries outside these areas, or to certain islands and specific geographical locations, please contact our customer service team at: contact@arkanaprivate.com
in order to obtain a personalised quotation.
For deliveries outside the European Union, customs duties, local taxes and import charges may be payable by you, unless expressly stated otherwise as “DDP” on the invoice.
Delivery Times
Not all Products offered are held in permanent stock.
Shipping times are provided for information purposes only, either upon request or after your order has been confirmed. They may vary depending on product availability and manufacturing or supply constraints.
Arkana Private cannot be held liable for any extension of delivery times resulting from circumstances beyond its control (manufacturing delays, logistical constraints, weather conditions, industrial action, customs formalities, etc.).
Delivery Terms
We make every effort to ensure a reliable and high-quality delivery service. Deliveries are made by appointment, arranged directly between you and the carrier.
Some orders may be shipped via dedicated transport (a vehicle exclusively assigned to your order). In such cases, your presence—or that of a person designated by you—is mandatory on the agreed date and time slot.
Delivery is made strictly to the doorstep:
at the gate for a house, or
at the entrance of a residence, building or estate.
Subject to logistical feasibility, it is possible to arrange delivery for a later date. To do so, please inform us by email immediately after placing your order.
You will be contacted a few days before the scheduled date to confirm dispatch.
Accessibility Conditions
You must ensure that the delivery address is accessible and authorised for heavy goods vehicles.
In the event that delivery cannot be completed due to insufficient or undisclosed access (narrow road, non-drivable path, weight restrictions, municipal regulations, etc.), all delivery, return, storage and redelivery costs will remain entirely at your expense.
If there are specific access constraints, we strongly recommend contacting our customer service team before confirming your order so that a suitable delivery solution can be arranged.
Mandatory Presence for Dedicated Transport Deliveries
Where delivery is carried out via dedicated transport, a firm appointment will be scheduled.
Due to the exclusive allocation of the vehicle and driver for your order, your presence—or that of a duly authorised representative (neighbour, caretaker, trusted third party)—is mandatory at the agreed date and time in order to receive the goods.
In the event of absence or failed delivery attributable to you, rescheduling cannot be guaranteed. Any costs relating to dedicated transport, return and new logistical arrangements will remain at your expense.
Receipt of the Order
You are required to carefully check the condition of the products in the presence of the carrier upon delivery.
Any damage or anomaly must be clearly noted, dated and signed on the delivery note. The mention “subject to unpacking” has no legal value.
In the absence of proper reservations, no claims relating to transport will be accepted.
Returns
In accordance with applicable regulations, you have a period of 14 days to exercise your right of withdrawal, provided the products are new, unused and returned in their original packaging. Return costs remain at your expense.
Customised or made-to-measure products cannot be returned or exchanged.
Contact
For any questions or specific requests (particularly for delivery to a second home), our team remains at your disposal.
You can contact us by email at contact@arkanaprivate.com
or by telephone on +33 6 37 36 00 78. Our customer service team will be happy to assist you.