Policies

Arivela Studios strives to do the best by its customers, but this is a team effort! Communication is key. To ensure you are fully satisfied, please read the terms below. By purchasing from this website, you are agreeing with the below policies.

Shipping

Ready-to-Ship Items: All parcels are shipped out within 2 business days of purchase via Australia Post, unless I am away for work - which I will inform you of in advance, and when a purchase is made.

Within Australia: All shipping is automatically upgraded to Express and free, as it is included in the product pricing. If you are located in Perth, I do offer pick up. If you choose postage, within Perth items will be shipped with standard shipping, as it will have a quick turn around.

International: Standard shipping is $20 AUD, as I include the domestic postage price in my pieces - thus an extra $20 AUD is required to offset the extra costs of international postage, as well as insurance. If you would like express, please contact me and I will give you a quote. I understand international shipping is expensive - but please understand that I actually pay at least $25-30 AUD per international parcel. Also shipped via Australia Post.

I send all parcels with tracking and extra insurance (if applicable). Please let me know if you didn't receive a tracking number.

Unfortunately due to COVID, climate and strike issues, Auspost and other postal services have been slow as of late. I cannot offer a refund or discount if the parcel takes longer than expected, as this is out of my hands. If I could personally deliver every parcel, I would.

Returns

Privacy

I offer returns up to three months after receiving the goods, but only if the goods are damaged in transit or are fundamentally faulty when received. Natural wear and tear cannot be returned. Return postage is at your own expense.

If there is anything wrong with your piece - please get in touch, I would love to rectify any issues with it prior to offering a refund.

Have you damaged your jewellery? Get in touch, send me some photos! I may be able to fix it free of charge - but again, postage to and from me will be at your own expense. Some damages may require a fee, depending on the severity - i.e. the piece needs to be remade.

I cannot provide you with a refund if you lose your item(s). I have fulfilled my side of the transaction, what happens on your end is your responsibility.

Unfortunately, if you get your ring sizing wrong, I cannot offer a refund or a return. Most of the time I am unable to measure your finger for you, unless you are participating in a Bespoke Appointment, so this is your responsibility. Particularly with customs, I will double, triple check your size. In addition to this, I do not offer a resizing service. Opals are just too fragile to handle it. The only exception to this is if I have incorrectly measured the ring, but this will need to be proven before I will process a return.

Returns are not offered on customs or Bespoke Appointments, unless it is received damaged. This is due to the amount of time I spend with you discussing design, in person or online. I will also send multiple photos throughout the creation process, to allow for any changes to be made if necessary. If you say something along the lines of 'if you're happy, I'm happy', I will take creative freedom with the piece. If you have a very specific design you desire - please tell me. I don't want my clients to be disappointed. I do always ask a million questions when in the designing and creating phases, please answer all of them as clear as possible. I also reserve the right to cancel a custom or bespoke order if the customer is being excessively difficult. I understand that we are creating the piece of your dreams, but if you don't allow me any wiggle room, I can't do what I need to do. I hope you understand.

I do not offer store credit, only full refunds.
If an item is damaged or lost in transit, please contact me immediately with your order number and tracking number - so that I can contact Australia Post on behalf of you. To have a parcel declared as lost is a nightmare-ishly long process, so please be patient, it's out of my control. If your piece is damaged in transit, I may be able to repair it - but this depends on the circumstances.

If lost in transit, we can work together to remake your item, if possible. This will only be initiated once the item(s) has been declared as lost/missing by Australia Post.
I do offer a free polishing service for all Arivela Studios and historical Krows Jewellery pieces - but please note that postage to and from me is at your expense. Contact me!

As I operate an online business, I require a minimum amount of information - your name, email address, and postage address, and maybe a phone number. This information is purely used for delivery and receipts, and is not shared publicly or online, and is only stored for delivery, receipt and refund purposes.

By purchasing from Arivela Studios, you are agreeing to the above terms. Thank you so much for supporting my small business!

If you've read this far - use 'SHIP10' for 10% off your first order.