返金ポリシー

1. Order Cancellation

  • Cancel anytime within 24 hours of purchase — no fees, no service charges. You can cancel your order directly from your order confirmation page without contacting us.
  • After 24 hours, we're unable to accept cancellations as your order will already be in production.

2. Partial Refund

No return shipment required. A partial refund will be issued based on the number of affected items in the following cases:

  • Partial damage — some items in your order arrive damaged.
  • Partially wrong items sent — some items in your order do not match what was ordered.
  • Missing items — fewer items were delivered than what was ordered.

3. Full Refund

No return shipment required. You are eligible for a full refund in the following cases:

  • Complete damage — the item arrives completely destroyed.
  • Lost during international transit (Leg 1) — if your package is lost, seized by customs, or cannot be delivered before arriving in your country, you will receive a full refund. We will proactively reach out to you if this occurs.
  • Wrong item sent — the item delivered is entirely different from what was ordered.

4. How to Submit a Claim

Please inspect your order as soon as it arrives.

Damaged or wrong items received: Contact us within 3 business days of delivery at artissylva@protonmail.com with your order number and clear photos of the item(s) and packaging.

Lost in transit: We monitor all shipments on your behalf. If your package appears to be lost or significantly delayed, we will proactively reach out to you via email. If you have concerns before hearing from us, please don't hesitate to get in touch.

All claims are handled via email. We aim to respond within 1–2 business days.

5. Refund Processing

For all eligible cases, we will issue a full or partial refund to your original payment method. No replacement or exchange will be offered. Approved refunds are processed within 3–5 business days. Your bank or card issuer may require additional time to post the refund. If you haven't received your refund within 10 business days of approval, please contact us at artissylva@protonmail.com — we will do our best to assist you in tracing the refund.

6. Not Eligible for Refund

The following are not eligible for a refund:

Customer-related

  • Change of mind
  • Incorrect item selected by the customer at checkout
  • Address entered incorrectly at checkout, making the package undeliverable
  • Packages refused by the recipient or returned due to refusal

Product nature (handmade)

  • Minor variations in color, texture, finish, or packaging — natural characteristics of handmade products, not defects
  • Pipe cleaner bouquets: minor bending or shape changes during transit are expected and can be easily reshaped by hand

Shipping & delivery

  • Delivery delays, provided the order is ultimately delivered (lost-in-transit packages are fully refunded)
  • Packages confirmed as delivered by the carrier — we are not responsible for loss or theft after confirmed delivery
  • Damage reported after the 3-business-day claim window

This policy does not affect any statutory rights you may have under applicable local law.