We want you to feel confident choosing your Artimelle piece. Eligible items may be exchanged within the conditions below. We do not offer refunds for change-of-mind purchases. This does not affect your rights if an item is faulty, incorrect or otherwise fails to meet applicable legal requirements.
Requesting an exchange
Contact Client Experience team at support@artimelle.com or WhatsApp +852 8404 9865 within 14 calendar days of receipt or showroom collection. Include your order number and the piece you would like to exchange. We will confirm eligibility and provide written return instructions before you send it back.
The item must be unworn, unaltered and in its original condition, with the original packaging, grading reports or certificates, and product documentation supplied with it. We inspect returned pieces before confirming an exchange. Please keep proof of dispatch and follow our packing instructions.
Excluded items
Bespoke, personalized or engraved pieces, resized pieces, non-jewelry accessories, sale items and made-to-order pieces are final sale and are not eligible for change-of-mind exchange. These exclusions do not affect your rights if an item is faulty, incorrect or otherwise subject to a remedy required by applicable law.
Exchange options
Exchanges depend on availability. A replacement may require production; we will explain its expected timing. Any price difference, delivery costs and other agreed charges will be confirmed before you proceed. Please agree the exchange arrangement with us before returning your item.
Faulty damaged or incorrect items
Please check your order on arrival. If it appears faulty, damaged or incorrect, contact our Client Experience team at support@artimelle.com or WhatsApp +852 8404 9865 promptly, within 7 days of receipt. Include your order number, a description and clear photographs. We may request a short video where helpful.
We will assess the issue and explain the appropriate remedy, which may include repair, replacement or exchange. This reporting request does not limit the lifetime manufacturing warranty.
Returning a piece
Contact us before shipping a piece to us. We will explain packing, delivery, any applicable charges and customs requirements. Do not use ordinary unprotected mail for valuable jewelry.
Manufacturing defects discovered after delivery are addressed under our Warranty and After Sales Care policy. Change-of-mind exchange eligibility is separate from warranty coverage.
Policy terms
Change-of-mind exchange requests are assessed under the conditions above. We may decline a request where inspection shows use, alteration, misuse or damage after receipt, and will explain our decision. Your statutory rights remain unaffected.
We may update this policy. The terms provided at purchase apply to your order; later updates do not remove existing rights.