Customer Service Terms and Conditions
The following terms and conditions apply to all orders placed by the customer (hereinafter referred to as ”you”) with ARKET through H&M New Business AB & Co. KG Germany, hereinafter referred to as “ARKET”, ”us ” or ”we”, at the ARKET website, mobile website, or telephone (jointly referred to as ”ARKET”).
By using ARKET and/or placing an order, you agree to be bound by the terms and conditions set out herein (the ”Terms”). Please make sure you have read and understood the Terms before placing your order.
Only persons of legal age, 18 years or older, who are not under guardianship, and who do not place orders for their commercial or self-employed activities or for commercial or self-employed activities of a third person, with a permanent physical address in Germany, excluding Island Helgoland and area of Busingen and mail forwarding companies, can place an order. Entrepreneurs in the meaning of § 14 BGB are not authorised to place orders. Please be advised that we do not issue invoices in the meaning of § 14 UStG (German VAT act). ARKET and its distributor reserves the right to restrict different areas for delivery during certain times of the year. This could be due to adverse weather conditions that exist in these areas which hinder delivery. More information can be found on our customer service pages - Delivery.
The inclusion of any products or services on ARKET at a particular time does not imply or warrant that these products or services will be available at any time. We reserve the right to discontinue any product at any time.
We reserve the right to amend these Terms from time to time without prior notice to you. The version of the Terms that will apply to your order will be those on arket.com at the time you place your order.
ARKET want to provide the best possible online experience. To make this possible we need to ensure that our services runs like a clockwork. You understand and agree not to (i) post, transmit, redistribute, upload, or promote any communications or content that could harm or negatively impact our business, products or services; (ii) act in a manner or employ any device that restricts, impairs, interferes or inhibits any other user from using or enjoying the arket.com site, or which impacts the security of the site, or (iii) employ any device or attempt to use any engine, software, tool, agent, script or other device or mechanism (including without limitation spiders, bots, crawlers, avatars or intelligent agents) to navigate or search the site, or to copy content from the site. We reserve the right to immediately bar access to the site and close the account of any user who violates this provision or any other provision in these terms and conditions.
2. Prices and delivery charges
The prices displayed at arket.com include the statutory Value Added Tax but does not include a delivery charge.
The delivery charge for each order will be the same, regardless of the size or weight of your order. The cost for each delivery method is clearly indicated during the check-out process. If we are unable to deliver your order in full and have to make more than one delivery, there will not be an additional charge for any subsequent deliveries. Prices in store and online may vary.
3. Conclusion of contract
You may select products from Arket's range, in particular clothing and homeware, and collect them in a so-called shopping basket by clicking on the "add to basket" button. By completing the order by clicking on the button "Jetzt kaufen" respectively “jetzt zahlen” when you are using PayPal as a payment method, you submit a binding offer to purchase the goods in the shopping basket. Before sending the order, you can change and view it at any time.
Arket will then send you an automatic confirmation of receipt by e-mail, in which your order will be listed again and which you can print out by clicking on the "Print" function. The automatic acknowledgement of receipt merely documents that your order has been received by Arket and does not constitute acceptance of the offer. The contract is not concluded until Arket delivers the goods or has submitted the declaration of acceptance, which is sent by a separate e-mail (shipping confirmation). The text of the contract will not be stored by Arket and is after conclusion of the contract no more accessible for the customer on the Arket website.
The contract is concluded in English or German.
If for any reason we are unable to fulfill your order, we will let you know at the earliest opportunity. If we have already received payment for such order, we will attempt to refund the applicable amount using the same method used to make the payment. If, for any reason, alternative arrangements are necessary we will notify you and ask you to contact ARKET Customer Service who will settle the refund.
Each order must have a minimum order value of 5 EUR (after discounts) in order to be processed.
ARKET exercises the utmost diligence in accepting and processing orders and will endeavour to deliver your order in accordance with your selected delivery option.
ARKET endeavours to dispatch orders in the fastest possible time and in the order in which they are placed. Though we aim to deliver within the communicated time frame, delivery may take longer due to unexpected events. In the unlikely event the delivery time exceeds 30 days, you may cancel your order.
Before you place your order, you will be informed of the expected delivery details. Once you have placed your order you will receive an email confirmation with your expected delivery details.
You will find the full Delivery Policy at ARKET.
If your order does not arrive by the scheduled date, please contact ARKET Customer Service via telephone 0800-8006606 Free of charge within Germany or via email firstname.lastname@example.org. Please visit our customer service pages for further information.
5. Withdrawal of Order
You may cancel or return your order from the date you place the order until 30 days after receipt of the ordered items. If you have been charged for the items, you will recieve a refund. Should you choose to keep certain items and only partially cancel your order, the delivery cost will not be refunded. You will find the full Returns Policy at arket.com.
If you wish to cancel or return your order, please provide us with notice in writing either via email to email@example.com, or by post, preferably by using the pre-printed return form in your parcel; or by sending a letter to
ARKET Customer Service
PO Box 24005 EDINBURGH EH1 9AG
and return the item(s) to us as set out in section 6 (Returns) below within the 30 day period set forth in section above. We will provide a refund attempting to use the same method used to make the payment (or, if the items have not yet been paid for, reflect the return of the items in your account balance) as soon as possible and at the latest within 14 days of receiving your notice of cancellation, provided we have received the items or evidence of you having sent back the faulty items. Another payment method may be used for the refund, provided that you consent to such a change; in any case this will not generate any additional charges. Read more on our Returns pages on arket.com.
If the item you have received is defective, please notify ARKET promptly and return the item in accordance with section 6 (Returns) below. ARKET will, for any products deemed defective, provide a full refund, including the costs of delivery and return. The provisions set forth herein do not limit any applicable statutory rights.
In the event of an error in connection with any products or services displayed through arket.com (including typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability), ARKET reserves the right to cancel any order prior to the time it is delivered to you.
ARKET guarantees a full refund for any returned items in accordance with section 5 (Withdrawal of Order), provided that all items are returned in the same condition they were in upon your receipt. This means the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact. ARKET holds the right to determine the state of the returned item and decide on the refund. You will find more detailed information regarding our return process in our Returns Policy.
7. Payment methods
You can pay for your goods in various ways as set out below.
When paying by PayPal, ARKET reserves the right to check the validity of the PayPal account, that there are enough funds to cover the purchase sum and validate the billing address details of the purchaser. The applicable amount will immediately be reserved on your PayPal account but will not be debited until the goods are dispatched from the warehouse. ARKET reserves the right to deny any purchase.
PAY NOW – You can pay using a VISA, Mastercard or AMEX card in any of our shipping countries. If you reside in SE, DE, AT or NL, you may also choose to shop using other direct banking options which will also be available at check out. Payment will be taken from your bank account when your order is dispatched.
PAY LATER – Customers in SE FI, DE, AT, NL & UK can choose to buy now and pay later. This option will be shown to you at checkout depending on your eligibility. If you are not eligible you will still see Pay Now options. You will receive information on how and when to pay when your order has been dispatched.
SLICE IT – Customer in SE, FI & DE can choose to open an account with Klarna and receive monthly statements based on the option you chose. This option will be shown at checkout depending on your eligibility. If you are not eligible you will still see Pay Now option. You will receive account information when your order is dispatched.
*Please note that ARKET cannot provide details of why you are not be eligible to pay using our Pay Later or Slice It options. If you have any questions regarding payment, please contact Klarna customer support.
You are obliged to submit a correct e-mail address and to inform ARKET if your e-mail address changes. Please note that ARKET reserves the right to send payment requests to your e-mail address. Please note that we are unable to accept gift cards and merchandise cards as forms of payments via ARKET. You will receive the legally required invoice in the shipping confirmation e-mail.
8. Our Liability
Nothing in these Terms shall exclude or limit ARKET's liability with regard to any matter for which it would be unlawful for us to limit or exclude our liability.
We do not seek to exclude liability for fraudulent misrepresentation by us or our employees or agents. If we breach these Terms, we shall only be liable for losses which are a reasonably foreseeable consequence of such breach.
ARKET is not responsible for indirect losses which are a side effect of the main loss or damage, for example loss of profits or loss of opportunity; or for failure to deliver the goods or to meet any of our other obligations under these Terms where such failure is due to an event that is beyond our reasonable control, which includes but is not limited to fire, flood, storm, riot, civil disturbance, war, nuclear accident and terrorist activity.
Our maximum liability to you for any loss or damage arising in connection with your order on ARKET shall be limited to the total price of your order.
We make all reasonable efforts to accurately display the attributes of our products, including composition and colors. The color you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colors.
If there are defects in the goods you have purchased, ARKET abides by all statutory warranty regulations, in particular according to Sec. 434 et sequ. BGB. If you have a complaint regarding material or manufacturing faults in goods that we have supplied, including damage incurred in transit, please let us know by returning the goods to us by using the provided pre-printed return form.
ARKET reserves the right to assign or pledge to third parties any claim(s) for payment which have arisen in connection with the delivery of goods.
If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.
13. Ownership of rights
All intellectual property rights, such as trademarks and copyrights at ARKET remain with H&M Hennes & Mauritz AB and its subsidiaries or licensors. Any use of ARKET or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of ARKET.
14. Company Information
H & M New Business AB & Co. KG
Registered office: Spitalerstrasse 12, 20095 Hamburg, Germany.
Registered number: 27/606/00205
Contact Details: ARKET Customer Service
Phone: 0800 6009990 (free of charge from within Germany)
VAT no.: DE815109106