Our Policy
Returns & Exchanges
Every Arteque Creation is thoughtfully crafted with attention to detail and care. Please review our return policy before placing your order.
All sales are final
Because every piece is an Arteque Creation, made to order, we're unable to accept returns or exchanges.
Please check the product details, fabric, colour, design and photos before you order. If you're unsure, message us. We're happy to help you choose.
Arrived damaged?
We'll make it right
We pack every order with care, but if your piece arrives damaged or with a defect, tell us within 48 hours of delivery. Here's how:
- 1
Record the unboxing
Film one continuous video from the sealed parcel until the piece is fully unfolded.
- 2
Message us within 48 hours
Send the video, clear photos of the issue, your name and order details.
- 3
We review it
We look at every case individually and get back to you personally.
- 4
We make it right
Together we agree a fair resolution, such as a repair or a replacement.
Good to know
Common questions
What if I didn't record an unboxing video?
Without an unboxing video we can't verify how the piece arrived, so we're unable to accept the claim. Please always film the unboxing. It only takes a minute.
What if I notice the issue after 48 hours?
Claims must reach us within 48 hours of delivery. Please open and check your parcel as soon as it arrives.
What if the delivery partner delivers late?
Once your parcel is handed to the delivery partner, delivery time is in their hands. It depends on your location and the season, and can be longer around festivals and holidays. Delivery partner delays are beyond our control and we can't be held responsible for them, but we'll share your tracking details and help you follow up.
The colour looks slightly different from the photo. Is that a defect?
No. Small differences in shade are a natural part of every creation, and screens also show colours differently.
Is damage from washing, ironing or tailoring covered?
Damage from washing, ironing or wear that doesn't follow our care guide, or from tailoring, isn't covered.
Questions about your order?
We're always happy to help. Send us a message and we'll get back to you as soon as we can.