Customer care policy
Clear rules for cancellations, change of mind, personalized work, damage, replacements, and refunds.
01
Cancellation requests are supported within one hour of purchase. Email hello@arcstela.com as soon as possible and include your order number. After that period, we will still review the request, but cancellation may not be possible once sourcing, personalization, preparation, or digital creation has begun.
02
We do not generally accept change-of-mind returns. Where applicable law provides a withdrawal right for standard, non-personalized physical goods, that right remains available and the relevant market rules apply. Contact customer care before returning anything so the correct instructions can be provided.
03
Personalized and made-to-order items are created or prepared from customer-supplied choices and are not generally eligible for change-of-mind return. This does not limit rights relating to defects, damage, incorrect goods, or other rights that cannot legally be excluded.
04
Contact hello@arcstela.com within 14 days of delivery with the order number, a description of the issue, photographs of the item, and photographs of the packaging where relevant. For verified shipping damage, a defect, or an incorrect item, ARCSTELA will arrange a complimentary replacement or, where appropriate, a refund. Do not discard the item or packaging until customer care responds.
05
When a refund is approved, ARCSTELA will submit it to the original payment method within 3–7 business days. Your bank or payment provider may require additional time before the amount appears. Original shipping charges are handled according to the reason for the approved resolution and applicable law.
06
The Star We Keep is personalized digital work. Cancellation may no longer be possible once creation has begun or the completed files have been supplied. Where applicable law requires express consent before digital performance begins and acknowledgement of any resulting loss of a withdrawal right, that consent must be presented in the live checkout flow. Statutory rights for faulty or incorrectly supplied digital content remain unaffected.
The Star We Keep · live customizer
Preparing your celestial studio…