Refund policy
Product Delivery Timeframes
Custom items are typically shipped within 3 to 6 weeks after your order is placed, or as specified in your order summary at checkout. Each custom piece is made especially for you by our expert jewelers.
In-stock items are usually shipped within 1 to 3 business days after purchase. The product page and order summary will indicate whether an item is "Custom" or "In Stock."
All delivery times are calculated from the next business day after placing your order.
While we strive to meet the delivery timeframe indicated in your order summary, actual shipping times may vary due to production capacity or other factors. If you wish to check the status of your order, feel free to contact us at support@arcenkelab.com.
Return & Exchange Policy
We accept returns within 5 days of receipt.
Most of our jewelry is handcrafted to order, so please remember this when making your purchase. If you are not satisfied with your order, please contact us within 48 hours of receiving your item at support@arcenkelab.com. Kindly provide your name, proof of purchase, a description of the issue, and photos of the item. We will review your request within 1-3 business days, and once approved, we will send you the return address via email. You will need to return the product within 5 days after receiving the return authorization.
For orders canceled within 3 days, a full refund will be issued to your original payment method. For cancellations made after 3 days, refunds for in-stock items will be issued minus shipping costs. All custom-made jewelry will incur a 15% restocking fee. Custom-made jewelry that has already been shipped is not eligible for return or exchange.
Return shipping costs will be the responsibility of the customer. Once we receive the returned item, we will process your refund within 3-5 business days. Refunds can either be credited to your original payment method or issued as store credit, depending on your preference.
Certain items are not eligible for return, including promotional items (e.g., special sizes or discounted items), piercing jewelry, custom products, personalized engraved items, custom-sized products, and items showing signs of wear or damage.
All returns must be securely packaged in their original packaging. If this condition is not met, we reserve the right to deny the return, and all shipping costs will be borne by the customer.
We do not offer exchanges. If you need a different item, please return your original purchase and place a new order.
We reserve the right to decline any return, exchange, or repair requests.
Third-Party Purchases
If you purchased ARCENKELAB products through a third-party retailer, please refer to the return and exchange policies of that retailer. We are not responsible for items purchased from other retailers.