Shipping and delivery terms

Shipping is free for all CEE and EXTRA CEE Countries. When the Seller country and the Buyer country are different, additional customs duties may apply at the time of delivery. Duties are at Customers’ charge. Since customs policies vary considerably from Country to Country, Clients are kindly advised to contact their Country Customs Agency in order to verify if any ancillary tax or duty shall apply.

Deliveries shall be made at the postal address provided by Clients when performing the purchase procedure. Therefore, Clients are responsible for the address provided. Sellers shall not be liable for any mistakes related to shipments or wrong delivery of products, due to mistaken or incomplete information provided by Clients when filling in their Purchase Orders.

Deliveries are made by means of the most appropriate Courier Service related to the type of goods and shipping area.

Clients hereby acknowledge and accept that products included in the purchase order may require different production times. In that case a single shipment will be made, therefore longer production times are to be considered valid.

Deliveries shall always be carried out from Monday to Friday between 08:00 am and 06:00 pm. The Carrier shall try to deliver the goods once (twice for international shipments) at the address provided by the Client. Should the Client be absent the first time, the Carrier shall leave a notice stating the first delivery attempt (the second one for international shipments) at the indicated address. Should the delivery attempt fail, the Carrier shall contact Arcahorn in order to arrange the following activity. Products shall be kept at the Carrier’s facilities for 5 calendar days for free. After further 20 calendar days the order shall be automatically cancelled. Arcahorn shall refund the Client with the value of the order except for shipment and storage expenses; these shall be debited to the Client. The termination of the contract and the amount to be refunded shall be advised to the user by email. The refund will be credited to the Client via the same payment method used for the purchase.

Unless otherwise specified, Arcahorn shipping policy provides delivery at street level and does not provide product installation services. All exceptions shall be negotiated before the purchase.

Products can only be delivered to the Client or to a person bearing full confidence of the buyer and acting as Consignee on his behalf. The Client or the Consignee shall check that packaging is pristine and clean at delivery time and that the products received coincide with the ones listed in the relevant purchase order.

Should the Client or the Consignee find that products have visible defects, such as wrong number of packages or lack of integrity of packaging, the Client or the Consignee shall immediately notify this in writing in the shipment documents provided by the Carrier. Moreover, the Client or Consignee shall contact Arcahorn within 8 days from the delivery date, by email at [email protected] or by phone: +39 071 7500737.

The risk of loss or damage for reasons not attributable to the Seller is transferred to the Client when the Client, or a third party designated by the Client and other than the Carrier, physically comes into possession of the goods.

In case of delays in deliveries or non-delivery, the Client shall contact Arcahorn by email at [email protected] or by phone: +39 071 7500737. The Seller shall get back to the Client within 3 working days.

The Seller shall not be deemed liable for any delays in shipment or deliveries due to: national or local bank holidays, strikes, riots, natural disasters, accidents, theft or robbery.

Any delivery delay within 30 days does not entitle the Client to refuse the delivery of the products, nor to claim for any sort of compensation or indemnity. In the event that a reliable delivery date cannot be communicated to the Client, Arcahorn reserves the right to cancel the order at no extra cost for the Client, and proceed with a full refund using the same means of payment of the initial transaction.


Manufacturers are liable for all flaws becoming visible within 2 years from the delivery date of the relevant product.

Clients shall only be able to access their warranty when they have their proof of purchase available.

The Consumer should advise the Manufacturer of any flaws found in the purchased item within the guarantee period. Clients shall contact Arcahorn by email at [email protected] or by phone: +39 071 7500737 in order to exercise their warranty. As soon as the information is communicated to the Manufacturer, the Consumer shall be entitled to have the item repaired or replaced.

The guarantee shall not be applicable to products that have been repaired, modified or in any way changed by the User. By the same principle, the guarantee shall not be applicable to any malfunctions, flaws and damages caused by incidents or due to responsibility of the User, or when the product has been used for a different purpose than the one indicated by the Manufacturer.

Right of withdrawal

According to the Code of EU Online Rights, Clients can exercise the right to withdraw from a purchase contract (hereinafter “right of withdrawal”), without providing any reason. This shall also entail no penalties.

The right of withdrawal can include all purchased goods (complete withdrawal) or only part of them (partial withdrawal).

In order to exercise the right of withdrawal, Clients shall send a written communication at [email protected] within 14 days starting from the day the products are physically delivered to a Client or to a Consignee acting on behalf of the Client.

When Clients correctly exercise their right of withdrawal, they will receive an email message at the email address provided when registering. This email shall bear all the necessary instructions in order to return products and address where to send the packages.

Goods shall be returned to the Seller not later than 14 days after having informed the Seller about the decision to withdraw from the purchase. The postmark date will determine the real posting date, alternatively, the collection date by the Forwarding Agent shall be considered as the return date.

The date of receipt of the withdrawal notice by the Seller and the date of acceptance of the product by the post office or the date of acceptance of the goods by a Shipper will be considered valid.

In case of “change of opinion”, transport costs will be at the Client’s charge. Arcahorn is at Customer’s disposal for providing a quotation for the return costs.

If the Client has exercised his right of withdrawal in accordance with the provisions set forth in these terms and conditions, the Seller will fully reimburse all payments received from the Client. The reimbursement will be carried out using the same means of payment as the Client used for the initial transaction, without undue delay and, in any event, not later than 14 days from the day on which Arcahorn is informed about the Client’s decision to withdraw from his/her contract. The Supplier may withhold reimbursement until the goods are received back or the Client has supplied evidence of having sent back the goods, whichever is the earliest.

Goods must be shipped from the same country where the original order was delivered and shall be returned in resalable conditions, in their original packaging and together with all accessories and labels. The Client is liable for any diminished value of the goods when these are handled differently from the provided instructions regarding verification of an item’s nature, features and function. Should this happen, the Seller reserves the right to require a refund from the User due to the decrease in value of the product. Therefore, even if the law in force does not oblige the Buyer to purchase an insurance policy on the goods returned, when exercising the right to withdrawal, may we suggest the Client to acquire one.

Product claims

Should the Client find that there are problems with the products received, he/she has the right to contact Arcahorn within 8 days from delivery, in order to advise any discrepancies with the order, may these be wrong items, damaged items, defective items or items with missing parts. Goods returns must be authorized by Arcahorn. In order to ask for the authorization, the Client should contact us by email at [email protected], specifying the invoice number, the item to return, the reason and attaching pictures of defective goods and packaging.

Since the natural origin of horn processed by Arcahorn, colors and shades on each product are unique and cannot be reproduced. For this reason is not possible to choose them in case of order and no claims for horn color and shades will be accepted. Due to the natural origin of materials used, they may present imperfections; these are not considered defects, but characteristics that prove their authenticity.

When a product is returned, it is the Client’s responsibility to pack the item and all its parts correctly, inside the original packaging material. In case of defective goods, all expenses linked to returning and replacing a product shall be borne by the Seller. Arcahorn will contact the Customer within 3 working days and will provide every detail for the return of the products purchased. A confirmation will be sent by email with the Goods Return Authorization, with the instructions to be followed to send the goods back, with particular reference to the destination of the return and the wording to be affixed to the packaging as well as the details of Courier in charge for the pick-up.

Authorized returns must be shipped from the same country where the original order was delivered. Arcahorn reserves the right to reject returns which are not authorized, or which do not comply with all the above conditions.

The return of the defective goods involves the repair or the replacement of goods. The repairing or replacement product manufacturing process and its shipment shall start upon reception of the returned product. Replacing or repairing a product or a part of it may require the same or longer shipment and delivery time indicated in the relevant purchase order.