Frequently Asked Questions
If you have a question, chances are it is answered below. If not, just drop us a message and we will help.
Orders
How do I place an order?
Browse our collections, pick your piece, select a size or variation if needed, and add it to your cart. When you are ready, head to checkout and follow the steps. It takes less than a minute.
Can I change or cancel my order after placing it?
We move quickly on orders, so if you need to make a change or cancel, please email us at hello@arcive.shop within one hour. We cannot always catch orders in time, but we will do our best.
Do I need an account to buy?
No, you can check out as a guest. Creating an account does make things easier though. You can track orders, save favourites, and check out faster next time.
Shipping and Delivery
Where do you ship?
We ship across Europe and internationally. Your available shipping options and estimated delivery times will show up at checkout once you enter your address.
How long will my order take to arrive?
- Standard shipping within Europe: 5 to 8 business days
- Express shipping within Europe: 2 to 3 business days (where available)
- International orders: 7 to 14 business days
Orders are usually processed within 1 to 2 business days. You will get a tracking link by email once your order has shipped.
My order has not arrived yet. What do I do?
Start by checking your tracking link. If your order is well past the expected delivery window or tracking has not updated in a few days, email us at hello@arcive.shop with your order number and we will look into it.
Returns and Refunds
What is your returns policy?
We accept returns within 14 days of delivery. Items need to be unworn, undamaged, and in their original packaging. For hygiene reasons, earrings cannot be returned once the packaging has been opened.
How do I start a return?
Email us at hello@arcive.shop with your order number and a brief note on why you are returning. We will send back instructions from there. Please do not send anything back before getting in touch first.
How long does a refund take?
Once we receive your return and check it over, we process the refund to your original payment method within 5 to 7 business days. Your bank may take a couple of extra days on top of that.
Products and Materials
What are your pieces made of?
We use 925 sterling silver, 14k gold-filled, and 18k gold-plated materials across our range. Full material details are listed on every product page.
How do I look after my jewellery?
Store pieces somewhere cool and dry when you are not wearing them, and take them off before showering, swimming, or applying perfume and lotion. Our Care and Materials page has everything you need.
Will my gold-plated pieces tarnish?
All metals can tarnish over time with regular exposure to moisture and chemicals, and gold-plated pieces are more prone to it than gold-filled. With sensible care and storage, they should stay looking great for a long time.
Have another question?
Drop us a message at hello@arcive.shop and we will get back to you within 1 to 2 business days.
