FAQ

Frequently asked questions

Shipping, orders, returns, product sizing, bedding selection and product care are the subjects customers ask us about most. If you cannot find the answer you need below, contact us at service@arqevane.com.

Shipping

How much does shipping cost?

Our current standard shipping rates are:

• United States standard tracked shipping: Free
• United States expedited tracked shipping: US$24.99
• Rest of world standard tracked shipping: US$19.99

The shipping methods and charges available for your delivery address are displayed during checkout before payment. If the information shown during checkout differs from the amounts above, the checkout information will apply.

How long will delivery take?

Orders are normally processed within 1–2 business days after payment has been confirmed.

Typical transit times after dispatch are:

• United States standard tracked shipping: 7–12 business days
• United States expedited tracked shipping: 3–6 business days
• Rest of world standard tracked shipping: 10–16 business days

Delivery estimates begin when the parcel is dispatched, not when the order is placed.

Transit times are estimates and may be affected by customs processing, seasonal demand, local carriers, public holidays, severe weather or other circumstances outside our reasonable control.

Will my order have tracking?

Where tracking is available, the tracking information will be sent to the email address used when placing the order after the parcel has been dispatched.

Products from the same order may occasionally be dispatched in separate parcels. Where this happens, separate tracking information may be provided for each parcel.

Orders and delivery

When will my order be shipped?

Orders are normally prepared within 1–2 business days after payment and order details have been confirmed.

Business days are Monday to Friday and exclude Hong Kong public holidays. Orders placed during weekends or public holidays will begin processing on the next business day.

You will receive a dispatch notification after your parcel has been handed to the carrier.

Where do you deliver?

We currently ship to the United States, Canada, most of Europe, the United Kingdom, Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, Israel and the United Arab Emirates.

Available delivery destinations are shown during checkout. If your country or region cannot be selected, we are not currently able to deliver there.

Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, VAT, GST, clearance fees or carrier handling charges imposed by the destination country or region.

Unless checkout expressly states that these charges are included, the recipient is responsible for paying any applicable duties, taxes or fees.

We cannot confirm every possible amount in advance because customs rules and import-charge calculations vary by destination.

Can I change or cancel my order?

Contact service@arqevane.com as soon as possible and include your order number and the requested change.

We will try to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.

Can I change the product or size after placing my order?

Contact us immediately with your order number, the product ordered and the size you would like instead.

If fulfilment has not started, we will try to update the order. Product and size changes cannot be guaranteed after an order has entered processing.

If there is a price difference, additional payment or a partial refund may be required before the change can be completed.

Why has my tracking information not updated?

Tracking may pause while a parcel is travelling between facilities, passing through customs or being transferred to a local delivery partner.

This does not necessarily mean that the parcel has been lost. If tracking has not updated for 10 business days, contact us with your order number and tracking number so we can review the available shipment information.

What should I do if my parcel is marked as delivered but I cannot find it?

Check all entrances, porches, gates, mail areas, parcel lockers, reception desks and other safe locations around the delivery address.

Ask household members, building staff and immediate neighbours. You should also check whether the carrier provided a delivery photograph or safe-place notice.

Carriers may occasionally mark a parcel as delivered shortly before completing the physical delivery. Please allow up to 48 hours after the first delivery scan.

If the parcel still cannot be located, contact service@arqevane.com with your order number and tracking details.

Why did my order arrive in separate parcels?

Products in the same order may occasionally be dispatched separately because of product availability, parcel size, warehouse location or carrier restrictions.

Split shipments do not result in an additional shipping charge unless a separate charge was clearly disclosed and accepted during checkout.

Returns and refunds

Can I return a bedding product?

Eligible products may normally be returned within 30 days of delivery, subject to the conditions and exclusions in our Return & Refund Policy.

For hygiene reasons, bedding that has been slept on, used, washed, cleaned, altered or contaminated may not be eligible for a change-of-mind return.

If you may wish to return a product, keep it unused, unwashed, clean and complete, with all original tags, labels, components and packaging where reasonably possible.

How do I request a return?

Email service@arqevane.com with:

• Your order number
• The full product name
• The selected size
• The reason for the return

Please wait for our confirmation and return instructions before sending the product.

Do not send a return to our registered business address unless we have specifically instructed you to do so in writing. The correct return address may depend on the order and dispatch location.

Who pays for return shipping?

The customer is normally responsible for return shipping costs when returning an item because of a change of mind, unsuitable size, unwanted colour or another reason unrelated to a product fault or fulfilment error.

If a product is verified as damaged, faulty or incorrectly supplied, we will cover the reasonable cost of an approved return where a return is required.

Unless we confirm otherwise, do not send a parcel using a collect-on-delivery service.

When will I receive my refund?

Approved refunds are issued to the original payment method after the returned product has been received and inspected.

Approved refunds are normally submitted within 5–10 business days after inspection. Your bank, card issuer or payment provider may require additional time to display the refund in your account.

Can I exchange an item for another size or design?

We do not normally process direct exchanges.

If you require another product, design or size, request a return for the original eligible item and place a new order.

A new order is subject to current pricing and availability. We cannot reserve another product or size while a return is in transit.

Damaged, faulty or incorrect products

What should I do if something arrives damaged?

Contact service@arqevane.com within 14 days of delivery and include:

• Your order number
• The full product name and size
• A description of the damage
• A photograph showing the complete product
• Close-up photographs of the affected area
• A photograph of the product label, where available
• A photograph of the shipping label
• Photographs of the outer and inner packaging

Keep the product and all original packaging until we have reviewed the issue and provided instructions.

Do not wash, use, iron, repair or alter a product that you believe arrived damaged.

What should I do if I received the wrong product or size?

Email service@arqevane.com with your order number and photographs showing the product received, including its size label and packaging.

We will compare the information with your order confirmation and advise you of the next step.

Are loose threads or small textile variations considered faults?

Not necessarily. Textile products may show small variations in weave, stitching, embroidery, pleating, quilting, jacquard pattern, linen texture or decorative placement.

These variations may result from the nature of the material or construction and do not necessarily indicate a manufacturing fault.

Do not pull or cut a loose thread before contacting us. Send clear photographs so we can review the issue.

Are creases caused by shipping considered damage?

Not normally. Bedding is folded and may be compressed carefully for shipping, which can cause temporary creasing.

Follow the product’s care instructions and allow the fabric to relax. Do not apply high heat directly to embroidery, pleats, folded bands or other dimensional details.

Choosing the right bedding

How do I choose the correct size?

Measure the mattress, duvet insert or pillow that the product will be used with and compare those measurements with the dimensions shown on the product page.

Do not rely only on general size descriptions such as Twin, Queen, King, Standard or King Pillow. Size names and measurements can vary between brands and manufacturers.

What bed sheet sizes are available?

Our current bed sheet options include:

• 66 × 96 in / 168 × 244 cm
• 90 × 102 in / 229 × 259 cm
• 108 × 102 in / 274 × 259 cm

Check the individual product page before ordering to confirm the available options.

What duvet cover sizes are available?

Our current duvet cover set options include:

• Duvet cover 68 × 90 in / 173 × 229 cm with pillowcase 20 × 26 in / 51 × 66 cm
• Duvet cover 90 × 90 in / 229 × 229 cm with pillowcase 20 × 30 in / 51 × 76 cm
• Duvet cover 104 × 90 in / 264 × 229 cm with pillowcase 20 × 40 in / 51 × 102 cm

Check the selected product option carefully because the included pillowcase size corresponds to the selected duvet cover size.

What pillowcase sizes are available?

Our current pillowcase options include:

• 20 × 26 in / 51 × 66 cm
• 20 × 30 in / 51 × 76 cm
• 20 × 40 in / 51 × 102 cm

Measure the pillow from edge to edge before ordering. Pillow loft and filling density may affect how the pillowcase fits.

Does a duvet cover set include a duvet insert?

No, unless the product page expressly states otherwise. The duvet insert, mattress, pillows, sheets, cushions, throws and other styling accessories shown in product photographs are not included.

Our current duvet cover options include a coordinating pillowcase in the size stated in the selected option.

Are sheets included with a duvet cover set?

No, unless the product page expressly identifies a sheet as part of the set. Bed sheets, duvet cover sets and pillowcase sets are separate product categories.

Can you help me choose a size?

Contact service@arqevane.com with:

• The full product name
• The product type
• The size you are considering
• The measurements of your mattress, duvet insert or pillow

We can provide the product information available to us, but the customer remains responsible for checking measurements and selecting a suitable product and size.

Products, materials and colours

What types of bedding does ARQEVANE offer?

ARQEVANE offers a focused collection of decorative bed sheets, duvet cover sets and pillowcase sets.

The collection includes jacquard, woven, embroidered, pleated, quilted, washed-linen, cotton-linen and Tencel-cotton designs.

What materials are used?

Materials and construction vary between products. Depending on the design, a product may include washed linen, cotton, cotton-linen, Tencel-cotton, jacquard weaving, embroidery, quilting or other decorative textile techniques.

Review the description and material information on the individual product page, packaging or sewn-in label before ordering and cleaning.

Will the colour look exactly the same as it does on screen?

We aim to present product colours accurately. However, appearance may vary because of photography, lighting and individual screen settings.

Jacquard, woven, embroidered, pleated and quilted surfaces may also appear lighter or darker depending on the viewing angle and direction of light.

Will every product look identical?

Small variations in colour, weave, stitching, embroidery, pleating, quilting, jacquard pattern, surface texture or decorative placement may occur.

Linen and linen-blend products may show natural slubs, creases and subtle variations in texture. These characteristics do not necessarily indicate a fault.

Why does the product look different under different lighting?

Some ARQEVANE designs combine lustrous and matte areas or use raised and recessed textile details.

These surfaces respond differently to daylight, warm interior lighting and changes in viewing angle. The appearance may therefore shift throughout the day.

Product care

How should I clean ARQEVANE bedding?

Always follow the product-specific instructions on the product page, packaging or sewn-in care label. These instructions take priority over general guidance.

Separate light and dark colours and avoid washing decorative bedding with items containing exposed zippers, hooks or abrasive surfaces.

Use a mild detergent and only the washing and drying method permitted by the care label.

Can I machine wash the bedding?

Machine-washing suitability depends on the product, material and construction.

Do not machine wash a product unless its care label or product-specific instructions permit it. Embroidered, pleated, quilted, folded or other dimensional products may require gentler handling.

Can I tumble dry the bedding?

Follow the care label. Do not tumble dry or use high heat unless the product-specific instructions expressly permit it.

Excessive heat may cause shrinkage, fading, fabric damage or distortion of embroidery, pleats, quilting and dimensional details.

Can I iron or steam the product?

Use only the method and temperature permitted by the care label.

Avoid applying direct heat or pressure to embroidery, raised jacquard, pleats, folded bands and other dimensional details.

How should I care for embroidered bedding?

Prevent embroidered areas from catching on jewellery, fingernails, zippers, buttons, pet claws or other sharp objects.

Avoid aggressive rubbing, scrubbing, wringing and direct high heat. Do not pull or cut raised threads without first assessing the affected area.

How should I care for linen or cotton-linen bedding?

Follow the product’s care label and avoid excessive heat or harsh treatment.

Linen and linen blends may naturally show slubs, creases and subtle variations in weave. These characteristics are part of the material’s appearance.

Which cleaning products should I avoid?

Unless expressly permitted by the product’s care instructions, avoid:

• Bleach or chlorine-based cleaners
• Strong stain removers or solvents
• Harsh disinfectants
• Abrasive cleaning tools
• Boiling water
• Excessive dryer heat
• Direct high heat on decorative details

How should I store the bedding?

Make sure the product is clean and completely dry before storage.

Store bedding in a cool, dry and ventilated place away from moisture, direct sunlight, open flame, heaters, household chemicals and sharp objects.

Do not seal damp bedding inside a plastic bag or airtight container. Trapped moisture may cause odour, discolouration, deterioration or mould.

Still need help?

Contact service@arqevane.com and include as much relevant information as possible, such as your order number, product name, selected size and the question or issue you would like us to review.

Store / Brand: ARQEVANE

Email: service@arqevane.com

Company: ZHENLONG TECHNOLOGY LIMITED

Registered business address:
FLAT/RM L BLK 1 21/F
VIGOR INDUSTRIAL BUILDING
49-53 TA CHUEN PING STREET
KWAI CHUNG NT HK

The registered business address above should not be used for returns unless our customer service team has specifically confirmed it in writing.

Additional information is available in our Return & Refund Policy, Shipping Policy, Bedding Size & Care page and Terms of Service.