Welcome. Here you’ll find the essential information on shipping, returns and refunds. If you still have a question, our team is available Monday to Friday, 09:00–18:00 (Hong Kong time) at support@artisandasie.com.

Section 1: Shipping

  • Processing time: Most orders are dispatched within 2–3 business days. For made-to-order items or certain special pieces, processing may take 7–10 business days.
  • Tracking: Once your order ships, you’ll receive a confirmation email with tracking details (when available).
  • Full details: Please see our Shipping Policy page.
View Shipping Policy

Section 2: Returns & refunds

  • Returns window: You have 14 days from delivery to request a return for eligible, non-customized items.
  • Refunds: By default, refunds are issued to the original payment method. A store credit may be offered as an option, but it is not required.
  • Change of mind: Return shipping is the customer’s responsibility. Returns for change of mind are only available for non-personalized items. If you are unsure about an item’s eligibility, please contact us before purchase.
  • Damaged or defective items: We prioritize a free replacement based on photo evidence. Please contact us within 48 hours of delivery.
  • Exceptions: Custom, made-to-order, personalized, or semi-customized items, and certain hygiene-sensitive items (e.g., earrings), are not eligible for return unless they arrive faulty.
  • Full details: Please see our Returns & Refunds Policy page.
View Returns & Refunds Policy

Section 3: Need help?

To speed things up, please include:

  • Your order number
  • The email address used at checkout
  • Photos if the item is damaged or has a defect
Contact us