RETURN POLICY
Currently, we do not offer free returns. However, it is not excluded that we can offer you a free return on certain promotions in the future. You have the right to return the goods within 30 days after receipt of the package without giving any reason. This does not apply to personalized items (commissioned work or modifications of the jewelry according to the customer’s wishes).
We accept returns only for new and unworn jewelry. If your order should show a defect or a piece of jewelry is missing, this must be announced before. Write us a short mail to: contact@arenate.com
Otherwise, there is no guarantee that the full purchase price can be refunded.
If you return jewelry from different orders in one package, please make sure that all jewelry is in the correct boxes and that the delivery bills of the orders are filled out.
If your right of return has been exceeded and we have not previously confirmed an extended right of return, your return will automatically be sent back to you.
RETURNS
If you would like to return a regular piece of jewelry, please use the following instructions:
1. A delivery bill is enclosed in your package. This is not a return label. Attach and enclose the completed delivery bill with your return.
If the delivery bill is missing, enclose a paper with the following information:
– Name
– Order number
– Reason for return
2. Announce your return at contact@arenate.com. We will get in touch with you immediately and send you further information and the return address via mail.
3. After we have released the return, you can send us the jewelry to the address provided.
We recommend that you send your return to us insured and make sure to choose a shipping method where you receive a tracking number so that we can track your return and contact the corresponding shipping partner in case we need to.
In the case of uninsured shipping, we cannot compensate you for any loss incurred by the postal service. Keep your postal receipt as proof until your refund has been made.
PROCESSING YOUR RETURNS
After we receive your return, we currently need about 14 business days to process it.
Currently, we do not send a confirmation email when we receive a return. Once we have processed your return, you will receive a notification of your refund from us via email.
It is best to keep your postal receipt as proof until the refund has been issued.
If it has been more than 17 business days (Mon-Fri) since your return, please contact us and provide us with your order number, the exact date of shipment, a list of the returned products and the tracking number of the return.
EXCHANGE
An exchange is not possible with us. We offer the possibility of a return within 30 days after receipt.
As soon as your return arrives at our store, we will refund the amount and you can create a new order with the item you want as usual.