Refund policy

At ARTIE, customer satisfaction is our top priority. We want you to enjoy every purchase from us. If you are not completely satisfied with your order, we are happy to assist you with returns, exchanges, or refunds according to the policy below.

Please read the following terms carefully before requesting a return or refund.

1. RETURN & EXCHANGE PERIOD

You may request a return or exchange within 14 days from the date your order is delivered.

To be eligible for a return or exchange, your item must meet the conditions described below.

The following items are not eligible for return or exchange:

  • Flash Sale items
  • Clearance items
  • Free gifts or promotional items

2. RETURN CONDITIONS

Returns Without Quality Issues

If you wish to return an item due to personal preference, size selection, or other non-quality-related reasons, the return shipping cost will be the customer's responsibility.

Returned items must meet all of the following requirements:

  • Unworn and unused
  • Unwashed
  • No stains, odors, damage, or signs of wear
  • Original tags attached
  • Original packaging included

All returns must be approved by ARTIE Customer Support before being shipped back.

Returns With Quality Issues

If your order has a confirmed quality issue, ARTIE will cover the return shipping cost.

Quality-related issues include:

  • Wrong item received
  • Damaged item received
  • Defective product
  • Broken zipper
  • Rips or tears
  • Missing item(s)
  • Significant color difference from the product description
  • Major difference between the product received and the product shown on our website
  • Poor material or workmanship

To request a quality-related return, please contact our customer support team and provide clear photos or videos showing the issue. After confirmation, we will provide the return instructions.

3. EXCHANGE POLICY

If you need to exchange an item due to size issues, product defects, or receiving the wrong item, please contact ARTIE before sending anything back.

Depending on product availability, we may provide:

  • A replacement item
  • An exchange for another size or product
  • A refund if an exchange is not available

All exchanges require approval from our customer service team before shipment.

4. RETURN PROCESS

To ensure your return is processed smoothly, please follow these steps:

Step 1: Contact Us

Before returning any item, please email our customer support team with:

  • Order number
  • Product name or SKU
  • Reason for return or exchange
  • Photos or videos (if related to product quality)

Email: helloartie@outlook.com

Step 2: Receive Return Authorization

Our customer support team will review your request and respond within 24-48 hours. If your request is approved, we will provide the correct return address and shipping instructions.

Please do not send your package to any address without confirmation from ARTIE.

Step 3: Ship Your Return

Please send your return package to the return address provided by our customer service team. After shipping, please provide:

  • Return tracking number
  • Shipping receipt or proof of shipment

This allows us to process your request faster.

5. REFUND POLICY

Once we receive and inspect your returned item(s), we will process your refund request.

Approved refunds will be issued to the original payment method used during checkout.

Refund processing time: 3-5 business days after receiving and confirming the returned item.

The actual refund arrival time may vary depending on your financial institution.

6. REFUND CONDITIONS

Refunds may be issued when:

  • A return request has been approved by ARTIE
  • The returned item meets our return requirements
  • The product has a confirmed quality issue
  • ARTIE sent an incorrect or defective item

Refunds may not be issued for:

  • Items returned without approval
  • Items outside the 14-day return period
  • Items that have been worn, washed, damaged, or altered
  • Items missing tags or original packaging
  • Non-returnable items listed in this policy

7. SHIPPING COSTS & REFUNDS

Please note:

  • Original shipping fees are generally non-refundable
  • Return shipping costs are paid by the customer for returns without quality issues (e.g., change of mind, wrong size selected)
  • ARTIE will cover return shipping costs for confirmed quality issues or incorrect items
  • Customs duties, import taxes, and local fees are the responsibility of the customer and are not refundable by ARTIE

8. ORDER CANCELLATION

If you need to cancel your order, please contact us as soon as possible. Cancellation requests can only be accepted before your order enters the processing or shipping stage. Once your order has been processed or shipped, it cannot be canceled and must follow our return procedure.

9. IMPORTANT NOTES

  • Please do not send returns to the sender address shown on your original package. This is not our return address and may affect the processing of your return.
  • Returns must only be shipped to the address provided by ARTIE Customer Support.
  • Please do not include non-ARTIE products in your return package. We are not responsible for items accidentally returned that do not belong to ARTIE.
  • ARTIE is not responsible for return packages that are lost, stolen, or damaged during return shipping. Please keep your tracking information until your request has been completed.

10. EUROPEAN UNION CUSTOMER RIGHTS

For customers located in the European Union, additional consumer protection rights may apply, including statutory rights related to defective products and withdrawal rights. This policy does not limit any mandatory rights provided under applicable local laws.

11. CONTACT US

If you have any questions regarding returns, exchanges, or refunds, please contact:

ARTIE Customer Support Email: helloartie@outlook.com

We are always happy to help.

Thank you for choosing ARTIE.