Refund & Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with all original packaging including the gift box, pouch, and message card. You'll also need your order number.

To start a return, you can contact us at support@artivia.online. Please note that returns will need to be sent to the following address:

Artivia Returns, 2672 Ridgetop Ln, Clermont, FL 34711, United States

If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer, and we recommend using a tracked service, as we cannot issue a refund for a return that is lost on its way back to us. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@artivia.online.

Damages and issues

Please inspect your order upon reception and contact us within 48 hours of delivery if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photographs of both the item and the packaging — we need these to file a claim with the carrier.

In these cases we cover all costs, including return shipping if we ask you to send the item back, and you may choose either a replacement or a full refund.

Exceptions / non-returnable items

Certain types of items cannot be returned:

  • Items requested for return more than 14 days after delivery.

  • Items returned worn, used, altered, or without their original packaging.

  • Pierced earrings, for hygiene reasons, unless they are faulty or were damaged in transit.

  • Gift cards, where offered.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

We are happy to exchange an item within the same 14-day window, subject to availability. Contact us at support@artivia.online to arrange it. You pay the return shipping to send the original item back, and we ship the replacement to you at no charge. If the replacement has a different price, we will refund or charge the difference before shipping.

Cancellations

Orders can be cancelled for a full refund at any time before they are packed, usually within 24 hours of ordering. Email support@artivia.online with your order number as soon as possible. Once an order has been packed or shipped, it must be handled as a return.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 5–10 business days. Please remember it can take some additional time for your bank or credit card company to process and post the refund.

Because shipping is included free in our prices, no separate shipping charge is refunded. Your original return shipping cost is not refundable.

Canadian customers: import duties and taxes paid on delivery are charged by the government, not by us, and we are not able to refund them. You may be able to apply to the Canada Border Services Agency for a refund of duties on returned goods.

If more than 15 business days have passed since we've approved your return, please contact us at support@artivia.online.

Your legal rights

Nothing in this policy limits the rights you have under the consumer protection laws that apply where you live, including in Canada, Quebec, and U.S. states with mandatory consumer protections.