Refund policy

Made-to-Order Production

All ARCELF jewelry is made to order, crafted individually by Japanese artisans after your order is confirmed. Please allow approximately 1 to 1.5 months for production.

Custom Orders

Custom orders with special specifications, such as K10 or platinum, cannot be cancelled, returned, or refunded once production has begun. If you have any questions regarding specifications or estimates, please contact us at info@arcelf.com before placing your order.

Order Cancellations

Orders cannot be cancelled once confirmed. Please review the product details and notes carefully before ordering.

If a parcel is returned to us due to prolonged absence or refusal of receipt, we may charge the round-trip shipping and packaging costs.

Returns & Exchanges

Due to the nature of our products, returns, refunds, and exchanges for customer convenience are not accepted. Returns are also not accepted in the following cases:

  • The item differs from your expectation, appears different from screen colours, or does not fit
  • The item is returned without prior notice
  • Tags, accessories, or packaging are damaged, soiled, or missing
  • The item has been worn, resized, altered, or cleaned
  • The condition of the returned item differs significantly from its original state (including packaging, box, and accessories)
  • The item has become soiled or scratched, or has absorbed odours (pets, tobacco, perfume, cosmetics, etc.)
  • A shipping label has been affixed directly to the jewelry box
  • The item is otherwise deemed unsuitable for resale

Resizing

For items that can be resized, your first resizing (within approximately two Japanese sizes up or down) is complimentary, provided you contact us within 7 days of delivery.

Subsequent resizing, or adjustments beyond this range, are charged from JPY 5,500 (tax included) and quoted individually in advance.

Shipping costs both ways are the responsibility of the customer. For international resizing requests, please contact info@arcelf.com and we will guide you through the process individually.

Certain designs cannot be resized. Please check the product page for details.

Size Exchange

For items that cannot be resized, we will remake the piece in the correct size. Requests must be made within 7 days of delivery. The standard production period (1 to 1.5 months) applies. Shipping costs both ways are the responsibility of the customer. Please send your return by prepaid shipping only — parcels sent cash-on-delivery cannot be accepted.

Defective or Incorrect Items

If your item is defective or differs from your order, please contact info@arcelf.com within 7 days of delivery. We will arrange a return or exchange, and return shipping will be covered by ARCELF.

Please note that we can only accept contact from the person who placed the order.

For one-of-a-kind pieces
We will repair the item. If repair is not possible, we will offer a return and refund.

Returning Your Item

Please return the item in the same condition in which it was delivered. To prevent damage or loss in transit, we ask that you package the item securely.

We recommend using a shipping method with tracking. ARCELF cannot be held responsible for items lost in return transit.

Our team will provide details regarding the return address and shipping procedure.

Refunds

Refunds are issued via the original payment method, processed after the returned item has been received and inspected.

For refunds processed through a credit card company, or where processing spans the card company's closing date, please contact your credit card company directly.