Shipping Policy

Last updated: 17 March 2026

This policy explains where we ship, what shipping costs, how long delivery normally takes and what happens when an order is delayed, lost or damaged.

ARQEVANE is operated by ZHENLONG TECHNOLOGY LIMITED, FLAT/RM L BLK 1 21/F, VIGOR INDUSTRIAL BUILDING, 49-53 TA CHUEN PING STREET, KWAI CHUNG NT HK.

Processing time

Orders are normally packed and dispatched within 1–2 business days after being placed and payment has been confirmed.

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

Processing may take longer during promotional periods, seasonal peaks or when additional order or payment verification is required.

You will receive a tracking number by email after your parcel has been handed to the carrier.

Rates and delivery times

The shipping methods and charges available for your order are displayed during checkout. If the information shown at checkout differs from the table above, the checkout information will apply.

Transit times are estimates based on normal carrier performance and are not guaranteed. Customs inspections, seasonal demand, severe weather, local delivery conditions and other circumstances outside our reasonable control may increase delivery time.

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

Where we ship

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.

If your country or region is not available during checkout, we are not currently able to ship there.

We do not normally ship to PO boxes, parcel-forwarding services, freight forwarders or addresses subject to active sanctions or legal restrictions.

Duties and taxes

Orders delivered to the United States are shipped delivered-duty-paid where this is expressly confirmed during checkout. In that case, the amount shown during checkout includes the applicable import charges collected for the order.

For other destinations, import duties, VAT, GST, customs clearance fees and carrier handling charges may apply. Unless checkout expressly states that these charges are included, they are the customer’s responsibility and must be paid directly to the carrier, customs authority or relevant government agency.

We cannot calculate or quote every possible import charge in advance. We cannot mark an order as a gift or declare a value lower than its actual transaction value.

If a parcel is refused because the customer does not wish to pay applicable import charges, it may be treated as a return. Where permitted by law, outbound shipping costs, return shipping costs, customs charges and carrier handling fees may be deducted from the refund.

Tracking

Every order is shipped using a tracked service where tracking is available for the destination.

Tracking scans may stop updating temporarily while a parcel is travelling between international processing centres or awaiting customs clearance. This does not necessarily mean that the parcel has been lost.

If tracking has not updated for 10 business days, contact service@arqevane.com with your order number and tracking number. We will contact the carrier where appropriate.

Incorrect addresses

Please check your delivery name, street address, apartment or unit number, city, region, postal code and country carefully before completing checkout.

If you notice a mistake, contact service@arqevane.com immediately and include your order number and corrected address.

If the order has not entered processing or been dispatched, we will try to correct the address. We cannot guarantee that an address can be changed after an order has been submitted.

Once a parcel has been dispatched, we cannot normally redirect or cancel it.

If a parcel is returned because the delivery address was incorrect, incomplete or undeliverable, we can arrange reshipment after receiving and inspecting the parcel. The customer will normally be responsible for the additional shipping charge.

Parcel size and packaging

ARQEVANE products include sheets, duvet cover sets and pillowcase sets in different sizes. Products may be folded or compressed carefully for shipping to reduce unnecessary parcel volume and protect them during transit.

Folding and packaging may cause temporary creasing. This does not normally indicate that the product is damaged or defective.

Some products may include embroidery, jacquard weaving, pleating, quilting, folded decorative bands or other dimensional details. These products are packaged with reasonable care, but the surface may require gentle reshaping after unpacking in accordance with the product’s care instructions.

Do not use sharp objects to open the parcel where they could cut, snag or otherwise damage the textile inside.

Lost or damaged parcels

Please inspect your parcel and products shortly after delivery and before washing, using or altering any item.

If a parcel is confirmed as lost by the carrier, we will offer an appropriate remedy, which may include a replacement or refund. Replacements are subject to product and size availability.

If a product arrives damaged, contact service@arqevane.com within 14 days of delivery and provide:

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

For sheets, duvet cover sets and pillowcase sets, please photograph the complete item and any torn fabric, damaged stitching, pulled threads, marks, missing components, damaged embroidery, distorted pleats or other affected details.

Keep the product, all supplied components and the original packaging until we have reviewed the claim and provided instructions.

Do not wash, use, iron, repair or alter a product that you believe arrived damaged. Doing so may affect our ability to assess the issue.

If the damage is verified, we will offer an appropriate remedy, which may include a replacement or refund. We will not ask you to return a confirmed damaged product at your own cost without first providing instructions.

Parcels marked delivered but not received

If tracking shows that a parcel has been delivered but you cannot locate it, first check all entrances, porches, gates, mail areas, reception desks, parcel lockers and other safe locations.

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

Carriers occasionally mark parcels 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 after 48 hours, contact service@arqevane.com. We will review the tracking information and open an investigation with the carrier where appropriate.

If the carrier confirms that the parcel was lost or misdelivered, we will offer an appropriate remedy, which may include a replacement or refund.

Split shipments

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

Large bedding products or products in different sizes may also be separated where this helps protect them during shipping.

Split shipments will not result in an additional shipping charge unless this was clearly disclosed and accepted during checkout.

You will receive separate tracking information for each parcel where tracking is available.

Returns

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

Contact service@arqevane.com before returning a product. Do not send returns to our registered business address unless our customer service team has specifically confirmed that address in writing.

For a change-of-mind return, bedding must normally remain unused, unwashed, unaltered and not slept on. It must also be free from stains, makeup, skincare products, body oils, perfume, detergent, smoke, pet hair, odours and other signs of use or contamination.

Complete sets must normally be returned with all pillowcases, covers, labels, packaging and other components originally supplied.

Products that have been washed, used, altered or damaged after delivery may not qualify for a change-of-mind return.

This does not affect mandatory rights relating to products that arrived faulty, damaged, incorrectly supplied or materially different from their description.

Delivery delays

Delivery estimates are not guaranteed. Delays may be caused by customs clearance, carrier congestion, weather, public holidays, seasonal demand, local restrictions, incomplete address information or other circumstances outside our reasonable control.

A parcel that remains in transit beyond the estimated delivery period is not automatically considered lost.

If your parcel is substantially delayed, contact service@arqevane.com with your order number and tracking number. We will review the available tracking information and contact the carrier where appropriate.

Contact

Shipping questions may be sent to service@arqevane.com. We normally respond within one business day, Monday to Friday, excluding Hong Kong public holidays.

Store / Brand:
ARQEVANE

Operated by:
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

Email:
service@arqevane.com

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

ARQEVANE is operated by ZHENLONG TECHNOLOGY LIMITED, Hong Kong SAR.