Refund policy

Returns & Exchanges

At ARQUE, we hope you love your shoes — but if something isn’t quite right, we’re here to help.

 

Return Policy

You may return your shoes within 30 days of delivery, as long as they are unused, undamaged, and sent back in the original box with all tags intact.

We do not accept returns of:

  • Personalized shoes

  • Items showing signs of wear or damage

  • Items without the price tag under the shoe

If your return is approved, the refund will be issued to your original payment method. If you paid using a gift card and another payment method (e.g. debit card), the refund will first go to the original payment method. Any remaining amount will be refunded as a digital gift card sent to your email.


Promotions

For “Buy 4, get the least expensive item free” promotions:

If you return any item from the campaign, we will recalculate your order based on the items you kept. If the promotion no longer applies, the discount value will be deducted from your refund.


Exchanges

We do not offer direct exchanges.

To exchange a product, please:

  1. Return the item

  2. Place a new order for the size or model you want

 

How to Return Your Shoes

Returning with ARQUE is simple and free for one return per order.

Step-by-step Instructions:

Step 1: Fill out the online return form in My Account.

Step 2: Include your Delivery Note inside the return box and mark the shoes you’re returning.

Step 3: Pack the shoes carefully in their original box. Place the shoebox inside a shipping box to protect it.

Step 4: Use the Correios return label provided with your order.

  • Affix the label over the original shipping label

  • Drop off the package at any Correios location

 

Refunds

In accordance with the Brazilian Consumer Protection Code, you have the right to withdraw from your purchase within 7 (seven) calendar days from the date of delivery. In this case, you are entitled to a full refund, including the shipping cost.

Once we receive and inspect the returned item(s) at our warehouse, your refund will be processed, and you will be notified via email. The refund will be issued using the same payment method used for the original purchase.

Please note:

  • Shipping fees will only be refunded if all items in the order are returned.

  • Fees for additional services, such as gift wrapping, are non-refundable.

  • Items must be returned in perfect condition, unworn, with tags and in the original packaging.

If you have any questions, feel free to contact us at: eduarda@arquesaopaulo.com

 

Thank you for choosing ARQUE.