Returns & complaints
You can return your order within 14 days of receipt — no reason required. Telling us within those 14 days is enough; you then have another 14 days to send the parcel. The item does not have to be damaged or incorrect; simply not wanting to keep it is enough. You may inspect it as you would in a shop. Custom-made miniatures are excluded; for STL files the right of withdrawal can expire early under narrow conditions. Both are set out below.
If an item arrives damaged or incorrect, contact support@arcane-atelier.de with your order number and clear photos.
Returns at a glance
- Reason for return
- Not required. We take back undamaged goods just as we take back faulty ones.
- Withdrawal period
- 14 days from the day you received the goods.
- Return window
- 14 days from the day you notify us of the withdrawal. Sending the parcel before the deadline is enough.
- Return shipping cost
- EUR 5 with our return label: we provide it for download and printing and deduct the EUR 5 from your refund. You can also return the goods at your own cost with a carrier of your choice.
- Restocking fees
- None. Apart from the return shipping there is nothing to pay — no handling or restocking fee.
- Return method
- By mail — with our return label, or with postage paid to the address given in our legal notice.
- Exchanges
- Not offered. Withdraw as described above and place a new order for the item you want instead.
- Product condition
- We sell new goods only. These rules apply subject to the exceptions listed below; you may inspect the goods as you would in a shop.
- Refund
- Within 14 days of receiving your withdrawal, using the same payment method as the original order and free of charge. We may withhold the refund until the goods arrive or you prove you sent them.
- No right of withdrawal for custom work
- Miniatures made to your specification are exempt from the right of withdrawal. Your statutory rights for defective goods are unaffected.
- Early expiry for STL files
- For digital content the right of withdrawal expires early only when all four conditions are met: you expressly agreed to immediate delivery, you acknowledged that doing so ends that right, we then began providing the files, and you received a confirmation of the contract on a durable medium (e.g. by email).
- Applies to
- Germany.
This page is a convenience summary. Full details are in the English withdrawal policy; the binding German information is available on the German withdrawal page and the returns page.