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FAQ

FREQUENTLY ASKED QUESTIONS

SIZING

What is the sizing that you go by? How do I find out what size I am?

Please refer to our size chart here.​

How do your sizes run?

Please refer to the size guide here.

Do you offer custom pieces?

As of right now we do not offer custom pieces, as our production capacity does not allow it.

SHIPPING

How long does shipping need?

Your order will be shipped within 7 business days, shipping times may vary depending on custom delays. Orders placed on the weekend (Friday & Saturday), will be shipped on Sunday. Please note: Arrival day and VAT may vary due to customs.

Do you ship internationally?

Yes, international shipping is available!

Can I return my items?

If you are not satisfied with your order you can return your items within 2 weeks. Orders must not be worn and need to be returned in their original packaging. We will provide you with the return label upon request.

NOTE: Arak will not accept return items with any signs of wear. We do not accept returns of merchandise purchased over 14 days. Arak is not responsible for any custom or/and duties incurred upon arrival.

Will I be refunded the full value of my items?

You will receive a full refund on your order if it has not been worn and if it is returned in its original packaging.

What are the delivery options?

​We currently only offer standard shipping to 7 different regions across the globe. Flat rate shipping applies to all.

How are the delivery fees calculated?

Delivery fees depend on the country you’re shipping to. Please check delivery fees at checkout.

 

How can I track my order?

Once your order has been dispatched you will receive an email notification with your tracking code. Please allow 2-3 business days for tracking information to be sent to you.

 

My package is lost, what do I do?

Sorry about that, please contact our customer service here.

 

What are the customs & duties that I am required to pay?

It depends on your country. Arak is not responsible for customs and duties upon arrival.

 

Can I change my delivery address?

You can only change your address if your order has not been processed.

 

How can I cancel my order?

You can only cancel your order if it has not been processed.

 

 

PAYMENT

What payment options does Arak accept?

We currently only accept Paypal.

 

Can I pay by instalments?

Unfortunately, we do not offer this service at the moment.

 

What currencies do you accept? 

All payments are processed in USD using the available current exchange rate online. If you have any questions please contact us here.

 

Do you accept cash on delivery?

We only offer cash on delivery in Jordan. 

 

PRIVACY & SECURITY

How will Arak protect my privacy?

We are dedicated to protecting the privacy of our customers. Arak will not give out any personal information, except where needed to deliver a product or service your order. All the information we collect is so that we can fulfil your requirements and deliver a seamless shopping experience to our customers. However, we must cooperate, if a situation would arise, where we are required by law, statutory obligation or legal process to provide  information about a customer. 

 

PRODUCT

The embroidery in my piece is different from the photo on the website, what do I do?

Each item is handmade by artisanal women across Jordan; therefore each item is unique. Arak offers one of a kind pieces, our brand values the human touch, as such, some products may have imperfections, as they are handmade by local women across Jordan. Learn more about who made your Arak piece here.

 

When will you restock an item that sells out?

Aligned with Arak's sustainable practices in a bid to eliminate waste, once a product is sold out, it will not restocked. 

 

SUSTAINABILITY

What are your sustainability practices?

Learn more about our sustainability practices here.

CARE

How do I care for my Arak?

Please send me to your trusty dry cleaners, or you can hand wash me with your delicate hands. For more information, please refer to our garment care page here.

 

OTHER

 

Who can I contact about press inquiries?

contact@ilnacollective.com

Who can I contact about wholesale inquiries?

contact@ilnacollective.com

Where are you based?

We are based in Amman, Jordan 

What are your operating hours?

Sunday - Thursday: 10am to 6pm EST