Refund policy

At Artivelle®, we want you to be completely satisfied with your purchase. If your shoes don't meet your expectations, we offer a simple 30-day return policy. Please review the details below to understand how returns, exchanges, and refunds work.

Quick Overview

Return Eligibility

To be eligible for a return, your item must meet the following conditions:

Can I Try On the Shoes at Home?

Yes! You may try on your shoes indoors to check the fit. However, please note:

• Try shoes on clean, indoor surfaces only (carpet or smooth floors)
• Shoes must show no signs of outdoor wear (scuffs, dirt, sole wear)
• All tags must remain attached during try-on
• Keep the original packaging in good condition

If shoes show signs of wear or use, we cannot accept the return.

Return Shipping Costs

How to Return an Item

Step 1: Request a Return

Email our customer service team at artivellesupport@gmail.com with:

• Your order number
• Reason for return
• Photos (if item is defective or damaged)

Please note: The return reason you provide will be reviewed and cannot be changed once submitted.

Step 2: Wait for Approval

We'll review your request and send you:

• Return authorization
• Return shipping address (this may differ from our business address)
• Instructions for shipping

Important: Do not send items back without approval. Returns sent without prior authorization will not be accepted.

Step 3: Pack Your Return

• Place the shoes in their original box
• Include all tags, labels, and accessories
• Pack securely in a shipping box or bag to protect the product

Step 4: Ship Your Return

• Ship to the return address provided in your approval email
• Use a trackable shipping method
• Keep your tracking number for reference

Note: Our return address is different from our business address. Always use the address provided in your return approval email.

Exchanges

We currently do not offer direct exchanges. To get a different size or style:

How to Exchange:

1. Request a return for your original item (follow the steps above)
2. Place a new order for the correct size or style on our website
3. Receive your refund once we process your return

This is the fastest way to ensure you get the right product without waiting.

Refunds

When Will I Receive My Refund?

Refund Process:

1. Inspection: Once we receive your return, we'll inspect the item
2. Notification: We'll email you to confirm if your refund is approved or denied
3. Refund issued: Approved refunds are automatically sent to your original payment method

Haven't received your refund after 7 business days? Please allow additional time for your bank to process. If more than 10 business days have passed since approval, contact us at artivellesupport@gmail.com.

Defective or Damaged Items

Please inspect your order as soon as it arrives. If your item is:

• Defective
• Damaged
• Incorrect (wrong item shipped)

Contact us immediately at artivellesupport@gmail.com with:

• Your order number
• Description of the issue
• Photos of the defect or damage

We'll evaluate the issue and make it right. Return shipping is FREE for defective or incorrect items.

Order Cancellation

Need to cancel your order before it ships?

• Contact us at artivellesupport@gmail.com as soon as possible
• If the order hasn't shipped yet, we'll cancel it and issue a full refund
• If the order has already shipped, please follow the return process above

Refunds for cancelled orders are processed to your original payment method.

Important Reminders