Terms & Conditions
-
Last updated: October 6, 2026
Article 1 – Definitions
In these Terms & Conditions:
Customer means any natural person who purchases or uses products primarily for personal, family, or household purposes and not for resale or commercial purposes.
Company means TW Ecom, operating the online store Arden & Hayes.
Website means www.ardenhayes.com.
Order means an order placed by a customer through the Website.
Products means goods offered for sale through Arden & Hayes.
Services means the Website, online store, customer support, and related services provided by Arden & Hayes.
Article 2 – Company Information
Arden & Hayes is operated by:
Company name: TW Ecom
Trading name: Arden & Hayes
Website: www.ardenhayes.com
Address: Troffel 5, 1611 LH Bovenkarspel, Netherlands
Chamber of Commerce (KVK): 97872946
VAT number: NL005293827B90
Email: Support@ardenhayes.com
Telephone: +31 6 108 908 84Customer Care: Our customer support team is available Monday through Friday, from 9:00 a.m. to 5:00 p.m. Eastern Time (ET).
We aim to respond to customer inquiries within 48 hours.
Article 3 – Scope
These Terms & Conditions apply to purchases and transactions made through Arden & Hayes.
Arden & Hayes currently offers products to customers in the United States.
By placing an order through the Website, you confirm that you have read, understood, and agreed to these Terms & Conditions.
Nothing in these Terms is intended to exclude, waive, or restrict any consumer right that cannot legally be excluded or waived under applicable law.
Article 4 – Product Offers
We aim to provide clear and accurate information about the products offered through our Website.
Product listings may include information such as:
- Size
- Color
- Materials
- Product characteristics
- Care instructions
- Availability
- Price
Product images are provided for illustrative purposes.
Actual colors may vary slightly due to:
- Screen settings
- Lighting
- Photography
- Manufacturing variation
Minor differences in color, texture, finish, or product details may therefore occur.
Obvious typographical, pricing, or technical errors do not bind Arden & Hayes where permitted by applicable law.
Product availability may change without notice.
If a product becomes unavailable after you place an order, we may:
- Cancel the affected product
- Offer an alternative where appropriate
- Issue a refund for the unavailable item
Article 5 – Formation of the Contract
An order is submitted when you complete the checkout process.
After placing an order, you will normally receive an email confirming that we have received it.
Your order may be subject to payment authorization, fraud screening, product availability, and successful fulfillment.
Arden & Hayes reserves the right, where permitted by law, to refuse or cancel an order for reasons including:
- Suspected fraud
- Unauthorized payment
- Payment failure
- Obvious pricing errors
- Product unavailability
- Incorrect or incomplete customer information
- Orders suspected to be intended for unauthorized resale
If we cancel an order after payment has been collected and the goods are not supplied, the applicable amount will be refunded.
Article 6 – 30-Day Return Policy
Arden & Hayes voluntarily offers a 30-day return period.
The return period begins on the date your order is delivered.
Eligible items may be returned in accordance with our Refund & Return Policy.
To qualify for a standard return, items should generally:
- Be returned in their original condition
- Include tags and labels where reasonably possible
- Not have been worn beyond trying them on
- Not have been washed or altered
- Not have been damaged after delivery
- Include original packaging where reasonably possible
This voluntary return policy is subject to the exclusions and conditions described in our Refund & Return Policy.
Nothing in this section limits any mandatory consumer rights available under applicable law.
Article 7 – Starting a Return
To request a return, contact:
Please provide:
- Your order number
- The product or products you wish to return
Our Customer Care team will provide:
- Return instructions
- A return form
- The applicable return address
Returns must be sent to the return address provided by Customer Care.
Do not send returns to our Netherlands company address unless specifically instructed to do so.
Returns are generally processed through international return facilities, including facilities located in Asia and China.
Article 8 – Return Shipping Costs
For standard change-of-mind returns, the direct cost of returning the product is generally the customer's responsibility.
International return shipping can be more expensive than domestic U.S. shipping.
The actual cost will depend on:
- Carrier
- Parcel weight
- Parcel dimensions
- Destination
- Shipping method
- Tracking options
We strongly recommend using a reliable tracked shipping service.
Customers should retain:
- Proof of postage
- Tracking information
- Shipping receipt
until the return and refund have been completed.
Where a product is defective, damaged, incorrect, or materially different from what was ordered, return costs will be handled in accordance with applicable law and our Refund & Return Policy.
Article 9 – Refunds
For an approved return, Arden & Hayes will refund the applicable amount to the original payment method unless otherwise agreed.
We aim to issue approved refunds within 14 days after receiving the returned goods.
Your payment provider, bank, or card issuer may require additional processing time before the refunded amount appears in your account.
For approved returns, the refund will generally include the amount actually paid for the returned product.
Original shipping charges, if any, are generally not refundable unless required by law or otherwise stated in our Refund & Return Policy.
Arden & Hayes does not charge an additional fee merely for issuing an approved refund.
Article 10 – Condition of Returned Products
Customers may reasonably inspect and try on clothing to determine whether it is suitable.
Returned products may be subject to a reduced refund or refusal of the voluntary return where permitted by law if they:
- Have been worn beyond trying them on
- Have been washed
- Have been altered
- Have been damaged
- Show significant signs of use
- Are missing components
- Have materially reduced resale value due to customer handling
Where a deduction is applied, we will explain the reason where appropriate.
Article 11 – Non-Returnable Products
Certain products may be excluded from our voluntary return policy where permitted by applicable law.
Examples may include:
- Personalized products
- Made-to-order products
- Hygiene-sensitive products after a protective seal has been removed
- Certain underwear or lingerie after an applicable hygiene seal has been broken
- Certain swimwear after an applicable hygiene seal has been broken
- Sealed beauty or personal-care products after the applicable seal has been broken
- Products that deteriorate or expire rapidly
Any relevant restriction will be communicated where appropriate.
These restrictions do not override mandatory rights relating to defective, damaged, incorrect, or materially misrepresented products.
Article 12 – Price & Taxes
During the validity period stated in an offer, product prices will not normally be increased after an order has been accepted, except where necessary to correct an obvious error or comply with applicable law.
All prices on website displayed exclusive of VAT, import duties, customs charges and clearance fees.
Fulfillment and shipping may take place from warehouses located outside the United States and European Union.
Depending on the destination, order value, and applicable law, postal services, carriers, customs agencies, or government authorities may charge:
- Import duties
- Customs fees
- Taxes
- Clearance fees
- Other import-related charges
Unless otherwise stated at checkout, such charges are the customer's responsibility.
Any shipping charges imposed by Arden & Hayes will be displayed before the order is completed.
Article 13 – Product Conformity
Arden & Hayes aims to supply products that materially correspond to the descriptions displayed on the Website.
Products should be:
- Substantially as described
- Free from undisclosed material defects
- Suitable for ordinary use expected for that type of product
Nothing in these Terms limits mandatory consumer rights available under applicable law.
Article 14 – Damaged, Defective or Incorrect Products
If you receive a product that is:
- Damaged
- Defective
- Incorrect
- Materially different from what you ordered
please contact:
as soon as reasonably possible.
Where possible, we recommend contacting us within 24 hours of delivery so that shipping or fulfillment issues can be investigated quickly.
Please provide:
- Order number
- Description of the issue
- Clear photographs of the product where reasonably possible
- Photographs of packaging where relevant
The 48-hour request is intended to help us investigate quickly and does not remove rights available under applicable law.
Depending on the circumstances, an appropriate solution may include:
- Replacement
- Refund
- Partial refund
- Another mutually agreed resolution
Article 15 – Size & Color Issues
If you ordered the wrong size or color, contact:
Eligible products may be returned in accordance with our Refund & Return Policy.
Depending on availability, we may also offer:
- Replacement
- Exchange
- Discounted replacement
- Re-shipment
These alternatives are optional customer-service solutions.
Article 16 – Alternative Refunds & Store Credit
In some situations, Customer Care may offer an alternative solution before arranging an international return.
Possible options include:
- Partial refund
- Store credit
- Replacement product
- Discounted replacement
- Another mutually agreed solution
Customers are not required to accept an alternative resolution when they are otherwise entitled to return an eligible product under our published return policy or applicable law.
If an alternative solution is voluntarily accepted, we will provide the agreed resolution.
Any relevant store-credit conditions will be communicated when the credit is offered.
Article 17 – Shipping & Delivery
Arden & Hayes will use reasonable care when processing and fulfilling orders.
Delivery is made to the shipping address provided during checkout.
Customers are responsible for ensuring that:
- The shipping address is correct
- The address is complete
- Contact information is accurate
Products may be shipped directly from international fulfillment centers, including locations in China.
Estimated delivery times are displayed in our Shipping Policy.
Delivery estimates are not guaranteed unless an exact delivery commitment has been expressly stated.
Delivery may occasionally be affected by:
- Customs processing
- Carrier delays
- Weather
- Public holidays
- Peak shopping periods
- Transportation disruptions
Please see our Shipping Policy for additional information.
Article 18 – Risk of Loss
Risk of loss or damage generally remains with Arden & Hayes until the product is delivered to the shipping address provided by the customer, subject to applicable law.
Once tracking confirms delivery, responsibility for the parcel may transfer to the customer except where applicable law provides otherwise or evidence indicates a delivery problem.
Article 19 – Payment
Payment is made during checkout using the payment methods available on the Website.
These may include:
- Credit cards
-
Debit cards
- Digital wallets
- Other payment methods displayed during checkout
Customers are responsible for ensuring that their payment and billing information is accurate.
We may delay fulfillment until payment has been successfully authorized.
If payment cannot be completed, Arden & Hayes may suspend or cancel the order.
Fraudulent chargebacks or payment reversals may be investigated, and Arden & Hayes reserves the right to recover amounts lawfully owed.
Article 20 – Incorrect Addresses, Unclaimed Parcels & Refused Deliveries
Customers are responsible for providing accurate shipping information.
If a parcel is:
- Returned because of an incorrect address
- Returned because of an incomplete address
- Refused at delivery
- Not collected
- Returned to sender
please contact Customer Care.
Where permitted by law, actual additional costs incurred because of the failed delivery may be considered when determining any applicable refund.
These may include:
- Return-to-sender charges
- Additional carrier fees
- Re-shipping costs
Arden & Hayes does not automatically impose a fixed percentage penalty merely because a parcel was refused or unclaimed.
Article 21 – Promotions, Discounts & Sale Items
Promotions, discounts, and promotional codes may be subject to additional terms disclosed during the promotion.
Unless otherwise stated:
- Discount codes have no cash value
- Promotions may be changed or withdrawn before an order is placed
- Discount codes may not be combinable
- Products purchased during promotions remain subject to applicable consumer rights
Where a discounted product is returned and a refund is approved, the refund will normally be based on the amount actually paid for the product.
Article 22 – Fraud & Abuse
Arden & Hayes reserves the right to take reasonable measures to prevent fraud, abuse, and misuse of its Services.
We may refuse, suspend, or cancel transactions where we reasonably suspect:
- Payment fraud
- Unauthorized transactions
- Abuse of promotions
- Excessive or fraudulent return activity
- Unauthorized resale
- Misuse of customer accounts
- Other illegal or abusive activity
Any action taken under this Article remains subject to applicable law.
Article 23 – Complaints
Questions or complaints regarding an order, product, or service may be submitted to:
Please include your order number and a clear description of the issue where applicable.
We will make reasonable efforts to investigate and resolve complaints promptly.
Nothing in this complaints process restricts any legal remedy otherwise available to the customer.
Article 24 – Privacy & Data Protection
Arden & Hayes processes personal information in accordance with applicable privacy laws and our Privacy Policy.
Our Privacy Policy explains:
- What personal information we collect
- How information is used
- With whom information may be shared
- The privacy rights available to customers
- How customers may submit privacy requests
Personal information may be shared with service providers where necessary to provide our Services, including:
- Shopify
- Payment providers
- Fulfillment providers
- Shipping companies
- Customer-support providers
- Analytics services
- Advertising partners
Article 25 – Intellectual Property
Unless otherwise stated, original content on the Arden & Hayes Website, including:
- Text
- Logos
- Graphics
- Website design
- Brand elements
is owned by, licensed to, or lawfully used by Arden & Hayes / TW Ecom.
Protected content may not be copied, reproduced, distributed, or commercially exploited without permission except where allowed by law.
Third-party trademarks, photographs, designs, and other intellectual property remain the property of their respective owners.
Article 26 – Limitation of Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
Nothing in these Terms excludes or restricts mandatory consumer rights.
To the maximum extent permitted by applicable law, Arden & Hayes will not be responsible for:
- Indirect losses
- Incidental losses
- Consequential losses
- Losses that were not reasonably foreseeable when the transaction was entered into
except where applicable law provides otherwise.
Nothing in these Terms limits liability for fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Article 27 – Changes to These Terms
Arden & Hayes may update these Terms & Conditions from time to time.
Changes may be made to reflect:
- Changes to our business
- Changes to our Services
- Changes to policies
- Legal or regulatory developments
The Terms generally applicable to an order will be the version in effect when the order is placed.
Changes made later will not retrospectively remove contractual or legal rights that already apply to an existing order.
The most recent version will be published on www.ardenhayes.com with an updated date.
Article 28 – Governing Law
These Terms & Conditions and contracts entered into with TW Ecom / Arden & Hayes are governed by the laws of the Netherlands, except to the extent that mandatory consumer protection law applicable to the customer provides otherwise.
For customers located in the United States, nothing in these Terms is intended to deprive you of mandatory consumer rights provided by applicable:
- U.S. federal law
- State law
- Local consumer-protection law
Nothing in these Terms requires a customer to waive any jurisdiction, venue, or legal remedy that cannot lawfully be waived.
If any provision of these Terms conflicts with mandatory applicable consumer law, that mandatory law will control to the extent of the conflict.
Article 29 – Severability
If any part of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue to apply.
Where legally possible, the affected provision will be interpreted or modified only to the extent necessary to make it enforceable.
Article 30 – Relationship With Other Policies
These Terms & Conditions should be read together with our:
These policies provide additional information about specific aspects of purchases and use of the Arden & Hayes Website.
If there is an inconsistency between these Terms and another store policy, mandatory applicable law will continue to apply.
Company Information
Website name: Arden & Hayes
Company name: TW Ecom
Website: www.ardenhayes.com
Address: Troffel 5, 1611 LH Bovenkarspel, Netherlands
Email: Support@ardenhayes.com
Telephone: +31 6 108 908 84
KVK (Netherlands Chamber of Commerce): 97872946
VAT: NL005293827B90Customer Care: Our customer support team is available Monday through Friday, from 9:00 a.m. to 5:00 p.m. Eastern Time (ET).
We aim to respond to customer inquiries within 48 hours.