Question 1

What are the shipping rates?

Accepted Answer

The standard shipping for our existing products, including packaging, is:€10 within Austria€20 within Europe€35 within US/UK€40 within Canada/Australia€75 Rest of World

Question 2

Payment Options

Accepted Answer

You can choose from the following payment methods when placing your order:Payment via PayPalYou can quickly and easily pay for your order via PayPal. During the checkout process, you will be redirected to the PayPal page, where you can log in to your PayPal account and authorize the payment.If you do not have a PayPal account, you can still pay by credit card.Payment via Bank TransferPayment via bank transfer is also possible.In both cases, the product will be shipped immediately once the payment has been received. For transfers from abroad, it may take 2–3 days for the payment to reach us, which can delay shipment.

Question 3

How to Exchange a Product

Accepted Answer

For all products that are custom-made to order, there is no right of withdrawal according to § 18 FAGG. Therefore, returns or cancellations after the order has been placed are not possible.Exchanges and complaints are only permitted via store credit, size exchange, or product exchange at the invoice amount. A refund of the purchase price is not provided.For more information, please refer to the Terms and Conditions.

Question 4

How do I contact you?

Accepted Answer

You can ask us a question using the “Text Us” button. Alternatively, you can send us an email directly at araknevienna@gmail.com or send us a DM on Instagram (@araknevienna).We’ll answer your question as quickly as possible and will always do our best to find a solution for every issue.

Question 5

How long does it take for my order to arrive?

Accepted Answer

Your order will be shipped immediately after payment has been received.For domestic transfers, it should be shipped within 2–3 days.For international transfers, the product will be shipped within one week.The estimated delivery time by the shipping company is:Austria: 2–3 business daysEurope: 4–5 business daysOverall, you can expect that your order will arrive:In Austria: within approximately 7 business daysIn Europe: within approximately 10 business daysPlease note that this is the usual timeframe and exceptions may take slightly longer.For Made to Order products, the timeframe is  different. See FAQ Made to Order Orders.

Question 6

How Does My Made-to-Order Order Work?

Accepted Answer

Your made-to-order piece will be produced immediately upon receipt of payment.We strive to ship orders as quickly as possible.During periods of high demand, however, it may take up to 2–3 weeks before your items are dispatched.We kindly ask for your understanding and patience.Each product is crafted to meet our quality standards, which is why we take the necessary time to make every piece as perfect as possible.Please also see our return policy for made-to-order items.

Question 7

How do I take care of my products?

Accepted Answer

Care InstructionsTo ensure the longevity and proper care of our products, we strongly recommend professional dry cleaning only. Our products are not pre-washed and may include delicate materials, fabric treatments, or dye finishes that require special care.If you choose to clean the product yourself against our recommendation, this is done entirely at your own risk and responsibility. In such cases, we only recommend gentle hand washing or machine washing on a delicate cycle at low temperature and inside a protective garment bag.Please note that color bleeding, fading, shrinkage, distortion, or other changes to the material and finish may occur, especially during the first washes. We therefore strongly advise washing separately from other garments. Leather items or leather details must not be washed and should only be cleaned carefully with a damp cloth.We accept no liability for any damage, discoloration, shrinkage, deformation, or other defects resulting from hand washing, machine washing, or any cleaning method other than professional dry cleaning. Liability is excluded to the fullest extent permitted unless the product has been professionally dry cleaned as recommended.

Question 8

What if I don't fit into standard sizes?

Accepted Answer

If you don’t see yourself represented in our standard sizing, please don’t hesitate to reach out to us. At Arakne, we want everyone to feel welcome and comfortable in our pieces — regardless of size, body shape, gender identity, disability, or individual needs.We’d be happy to create your favorite Arakne piece specifically for you. If possible, please send us your measurements and any special requests or accessibility needs so we can find the best fit together.

Question 9

Where do you ship to?

Accepted Answer

Due to the new EU Packaging Regulation, we are unfortunately currently unable to ship to countries within the EU, as the associated costs are not financially viable for us.Apart from that, we ship worldwide!We appreciate your understanding. If you have any further questions, please feel free to contact us.

VIENNA/AUSTRIA

FAQ

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