Fourteen days from the day it arrives to request a return, and thirty days to request an exchange.

Conditions

The piece must be unworn and undamaged, and returned in its original écrin.

How to arrange one

Write to contact@arcaraparis.com with your order number and we will send instructions within 24 hours. Please wait for them — parcels sent back unannounced cannot be accepted.

Postage and duties

Return postage is the responsibility of the customer, unless the piece received is faulty or not what you ordered, in which case we cover it both ways.

Duties and taxes on your original order were included in the price and settled by us. Where a return is made from outside the European Union, we reclaim them ourselves; there is nothing for you to pay and nothing for you to reclaim.

We recommend a tracked service. Arcara cannot be held responsible for parcels lost on their way back to us.

Exchanges

The quickest route is to return the piece and order the one you would rather have. That way the new letter leaves us immediately instead of waiting on the first to arrive.

Refunds

Once the piece has reached us and been inspected we will confirm whether the refund has been approved. Approved refunds go back to the original payment method within 10 business days. Your bank or payment provider may require a little longer for the funds to appear.

If more than 15 business days have passed since approval, write to us.

Made to order

Pieces in 18k solid gold are cast for you individually and cannot be returned or exchanged, except where a statutory right of withdrawal applies.

If your order was delivered within the European Union you have a statutory right of withdrawal, which applies to every piece including those made to order. It is set out on our withdrawal page.