Refunds and Returns

We offer a return for store credit option where you are able to return your item and we will give you store credit for the cost of your purchase. This store credit will not expire and has no limitations on what it may be used on in our store.

Please note that if your item was bought during a sale and/or with a discount, the amount spent at the time of purchase will be the amount credited. Store credit cannot be combined with a current or previous sale or discount code.

Your item(s) are expected to be new, unused, with tags, and without any marks or signs of wear (ex. makeup marks, deodorant marks, etc.) to be eligible for an exchange. If we receive any item(s) that show signs of wear, we reserve the right to ship them back to you and deny any further exchange on the given item(s).

Due to the current circumstances surrounding COVID-19, we are extending our return periods. Our policy lasts 10 days. If 10 days have gone by since you received the item, we cannot take the item back.

E-mail us at contact@arceliajewel.com to begin the return process.

Once your return is received and processed you will receive an e-mail from contact@arceliajewel.com with your store credit.

 

Fraudulent Orders | Order Made Mistakenly 

If you believe your order was fraudulent or Not placed by you, You should reach out to us first to get the order canceled. If the product has not been shipped out yet, the order will be canceled immediately and a Full Refund will be processed Immediately.

If the order has been shipped and successfully delivered, and You claim that the order was fraudulent, You must contact us to return the items for a Full Refund. If you decide to keep items, then you acknowledge that the order was indeed genuine and NOT fraudulent. In this case, any previous fraudulent complaints will be discarded. 

Once an order is DELIVERED, it is completely UNACCEPTABLE to file a chargeback complaint with your Bank Institution without contacting us first for a Full Refund. 

An order can only be canceled within 4 days after the order is placed. This is to ensure that the product does not ship out and the customer gets a full refund. 

Once an order ships out, the customer will have to wait for the item to be delivered and then return the item back to us for a full refund.

RETURNS ARE VERY EASY ! and we guide you along the return process.

 

Shipping:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We always recommend placing insurance/tracking on the return package for proof of return.

 

We are not responsible for failed delivery due to an incorrect address provided at checkout. If your package tracking states "returned to sender" or "undelivered" please contact us for steps to retrieve/re-send your package. We offer cancellation on these orders with a $9 cancellation fee if and only if the package is returned to the sender rather than wrongly delivered. Of course, if this error is corrected prior to shipment there is no fee associated (please double check your address!). 

We always recommend shipping to a permanent address. We are not responsible for packages that end up at the wrong address due to the customer providing a temporary address and a package that is not being received in time to retrieve at such address. We recommend contacting the postal service and letting them know to return the package to the sender or set up a forwarding address if this happens to you. We will offer re-shipment if the parcel arrives back at our warehouse. You may also cancel with a $9 cancellation fee.

Once we ship a package to the address provided by the customer, the package is in the postal service's hands. We will always assist in any complications, however, we recommend contacting your local postal service for any issue in delivery to intercept and avoid a package being returned to sender or delivered to the wrong address (for example incorrect address provided at checkout, package tracking marked as "delivered" but unable to locate your package, etc.). Feel free to contact us in this event via e-mail at support@arceliajewels.com and we will help you in any way we can; however, we are not responsible for errors in the post and these must be dealt with by filing a case through them to achieve an outcome.

We are not responsible for any customs-imposed charges. If these fees are not paid and you do not receive the item because of this, we can not be held responsible.  If we receive the item back at our headquarters, we will notify you and give you a choice to have the item re-shipped or canceled for a flat $9 fee.