Frequently Asked Questions

How can I place an order?

Browse our products, select your preferred size and quantity, add the items to your cart, and complete the checkout process with the required information and payment.

When is my order confirmed?

Submitting an order is a request to purchase and does not automatically mean the order has been accepted. Your order is confirmed when ARROWS sends a dispatch confirmation or otherwise confirms that the order has been fulfilled.

Can my order be cancelled?

ARROWS may reject or cancel an order before dispatch if a product is unavailable, payment cannot be verified, customer information is incomplete or incorrect, a pricing or technical error occurs, fraud or promotion misuse is suspected, or delivery cannot be completed within our service area.

If payment has already been collected for a cancelled order, the relevant amount will be returned through the original payment method.

Products

Are product colours and measurements accurate?

We make reasonable efforts to display product descriptions, materials, sizes, measurements, colours, prices and images accurately. Actual colours may vary slightly depending on lighting, photography and your device screen. Measurements are approximate and minor manufacturing tolerances may occur.

What should I check before ordering?

Customers should review the product description, size guide, fabric information and care instructions before placing an order.

Do performance claims guarantee protection or injury prevention?

No. Descriptions such as “breathable,” “quick-drying,” “stretch,” “performance” and “premium” describe the intended characteristics of the product. Individual experience may vary, and these descriptions do not constitute a medical, protective-equipment or injury-prevention guarantee.

Delivery

Where does ARROWS deliver?

ARROWS currently sells and delivers products within the United Arab Emirates only.

Are delivery times guaranteed?

No. Delivery dates and times are estimates and are not guaranteed. Delays may occur due to courier operations, public holidays, weather, government restrictions, emergencies or other circumstances outside our reasonable control.

What information do I need to provide for delivery?

You must provide a complete and accurate delivery address, telephone number and any necessary delivery instructions.

What happens if I am unavailable when the courier arrives?

Customers are responsible for being available to receive their orders. ARROWS is not responsible for delays or additional charges caused by customer unavailability, incorrect information, restricted access, repeated failed delivery attempts or address changes after dispatch.

Returns & Exchanges

Can I return or exchange my order?

Yes. Eligible products may be returned or exchanged within 7 calendar days from the date of delivery, subject to our Return Policy.

What condition must an item be in to qualify for a return?

The product must be:

• Unworn and unused, except for reasonable fitting.

• Unwashed and unaltered.

• Free from stains, makeup, deodorant, perfume, odours, hair, pet hair or other marks.

• In its original condition and packaging.

• Returned with all original tags, labels, hygiene seals and accessories attached.

• Accompanied by valid proof of purchase.

Which products cannot be returned for change-of-mind reasons?

Non-returnable products include opened hygiene-sensitive products, opened socks or similar sealed personal-wear products, personalised or customised products, gift cards, products marked “Final Sale” where permitted by law, and products damaged through misuse, improper care, accidents or normal wear and tear.

These restrictions do not apply where a product is defective, incorrectly supplied, materially different from its description, or where a remedy is required under UAE law.

What if I receive a defective, damaged or incorrect product?

Contact ARROWS as soon as reasonably possible. We may request your order number, photographs or video of the issue, photographs of the packaging and labels, a description of the problem, or return of the product for inspection.

If the product is confirmed to be defective, damaged before delivery or incorrectly supplied, ARROWS will provide an appropriate remedy in accordance with applicable UAE law, which may include repair, replacement or refund.

Who pays for a change-of-mind return?

For an approved change-of-mind return, the customer is responsible for return-delivery costs unless ARROWS agrees otherwise. Original delivery charges are generally non-refundable, except where required by law.

How long does it take to receive a refund?

Approved refunds are issued to the original payment method unless otherwise agreed or required by law. Processing times depend on the bank, card issuer or payment provider and may take several business days after ARROWS approves the return.

Can I exchange an item for another size or colour?

Yes, exchanges are subject to product, colour and size availability. If the requested replacement is unavailable, ARROWS may offer an alternative product, refund or store credit, subject to your agreement and applicable law.

Payments & Promotions

What currency are your prices in?

All prices are displayed in UAE Dirhams (AED). Applicable VAT will be included or clearly displayed where required by UAE law.

Can I use more than one promotional code?

Promotional codes cannot be combined unless expressly permitted. They may also be subject to specific validity periods, products, customers or order values.

Can a promotional code be cancelled?

Yes. ARROWS may cancel promotional codes where they have been obtained, shared or used fraudulently.

Contact

How can I contact ARROWS?

For enquiries, returns, exchanges, complaints or legal notices, please contact:

ARROWS FOR SPORTS WEAR TRADING
Email: support@arrows.ae
Telephone / WhatsApp: +971 52 987 4777
Website: www.arrows.ae