Refund policy
We want you to love what you ordered. If something is not quite right, here is how we handle it.
How Long Do I Have to Return?
You have 14 days after receiving your order to request a return.
What Condition Do Items Need to Be In?
To be eligible for a return, items must be unworn and undamaged, in their original packaging, and free from signs of use, perfume, or any alteration. You'll also need the receipt or proof of purchase. For hygiene reasons, earrings cannot be returned once the packaging has been opened, unless the item arrived faulty.
What Cannot Be Returned?
- Earrings with opened packaging
- Sale or final-sale items, unless faulty
- Custom or personalised orders
- Gift cards
We also cannot accept returns on perishable goods, or hazardous materials, flammable liquids, or gases where applicable. Please get in touch if you have questions or concerns about your specific item.
How to Start a Return
Step 1: Email us at hello@arcive.shop with your order number and the reason for your return.
Step 2: We will reply within 1 to 2 business days with return instructions and an address.
Step 3: Pack your item securely and send it back using a tracked shipping method. Return postage is the customer's responsibility unless the item is faulty.
Step 4: Once we receive and inspect the return, we will let you know the outcome.
Refunds
Approved refunds are processed to your original payment method within 5 to 7 business days of us receiving and inspecting your return, and always within the 14 calendar-day legal maximum. It may take a few extra days to appear on your statement depending on your bank. Original shipping fees are not refunded unless the return is due to our error or a faulty product. If more than 15 calendar days have passed since we approved your return, please contact us at hello@arcive.shop.
Exchanges
We do not currently offer direct exchanges. If you would like something different, please return your original order for a refund and place a new one.
Faulty Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Email us at hello@arcive.shop within 7 days of delivery with a photo showing the issue, and we will arrange a replacement or full refund at no cost to you.
European Union 14 Day Cooling Off Period
If your order is shipped into the European Union, you have the right to cancel or return it within 14 days, for any reason and without justification. As above, your item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging — and you'll need your receipt or proof of purchase.
Unfortunately, we cannot accept returns on gift cards.