FAQ

Covid-19 - Can I still order as normal?

We are still taking your online orders.

We’re processing orders as quickly as possible, please see the latest updates below:

UK Standard delivery takes 2-4 working days from date of despatch.

For Europe, US and other international deliveries please see shipping for more details.

Covid-19 - What extra precautions are you taking?

Our warehouse partners are taking the recommended measures to ensure safety when packaging your orders. This means for a lot of hand washing and our warehouse team have been provided safety gloves and masks.

Enhanced Cleaning.
We have a strict cleaning process in packing areas, including wipe downs and extra space between individual team members.

Warehouse Rota.
Our team in the warehouse have reworked their rota to work in shifts, meaning half the amount of people are in the warehouse at one time, ensuring maximum personal safety.

How much does shipping cost?

Read our shipping policy here.

How do I know my order is confirmed?

Once you’ve completed your purchase, we will send you an Order Confirmation email.

Please check your junk mail or spam folders if you can’t find it. Otherwise, contact us at hello@ardeostudios.com and we will be able to re-send your confirmation email to you for your reference.

Can I pick up my order?

We currently do not provide a click and collect service.

Can I change or cancel my order once placed?

Once an order has been placed we are unable to make any changes or cancel your order. You can return your order once you have received it, please find further details in our returns section.

Can my order be redirected?

We are unable to redirect orders once they have been dispatched, so please supply an address where you will be available to sign and receive your order. If you wish to redirect your parcel, please contact the courier company with your order directly.

Tracking queries?

We provide tracking numbers once your order has been dispatched and this is on your despatch email.

UK delivery - Royal Mail
Europe and International - FedEx

How can I pay?

We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, Amex, Diners, Shop Pay, Apple Pay and Google Pay.

Is my payment secure?

We take online security very seriously and at no point do we store any financial information on our servers. We use trusted and reputable third-party hosting agents and payment providers to ensure the security of personal data. All credit card details are entered on a secure server using Shopify Payments. The transfer of the purchase details from our site to Shopify Payments are encapsulated using their encrypted and digitally signed protocol which is secure and tamper-proof. Shopify Payments is level 1 (the highest level) PCI DSS compliant.

Will I need to pay duties and taxes on my order?

International orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the UK. These charges are payable by the customer and we do not currently cover this cost.

Can my order be gift wrapped?

Every order placed on with us ships in a gift box or bag with signature Ārdēo packaging.

Can you reduce the cost of my package by marking it as a gift for duty purposes?

Unfortunately we are unable to do so for legal reasons.

What the sizes are the scarves?

There are two sizes of scarf, the larger at 90cm x 90cm and the smaller at 45cm x 45cm.

How does pre-order work?

We will specify the time frame in which you can pre-order product. Your payment will be taken upon placing the order. Once the time slot is closed we then place the order with our supplier and your Ārdēo piece will be manufactured in the lead-time specified (usually 6-8 weeks). We will keep you posted on the progress and update you when your order is out for delivery.

Why do we sell product on pre-order?

Pre-order ensures that all customers have the opportunity to purchase the piece they like without the disappointment of missing out on a limited run that may quickly sell out. It also allows us to manufacture the correct amount, reducing waste and supporting our supply partners responsibly with cash flow.

What if I miss the pre-order window?

We will make sure the time frame in which you can pre-order product allows everyone a chance to make a purchase. However, once this is closed, we cannot add any more orders. When stock is delivered there will be a small number available to purchase for those who missed out but we cannot guarantee this will not sell out quickly.

Can I return an item bought on pre-order?

Yes our usual returns policy applies, which means you have 30 days after receiving your item to request a return.