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. For eligible standard, non-personalized physical goods delivered to the European Union or United Kingdom, you may notify us of withdrawal within 14 days after delivery and return the goods within 14 days after that notice. The customer pays the direct return cost for an approved change-of-mind return, and no restocking fee is charged. Contact customer care before returning anything. Approved returns are sent to ARCSTELA, Lincoln Apartments, Yizhuang, Daxing District, Beijing 100176, China, using the instructions supplied by customer care.
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. If a return is required for a verified issue, ARCSTELA pays the reasonable return-shipping cost. 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 and within any shorter period required by mandatory law. 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, including the least expensive standard outbound delivery charge where required. No restocking fee is charged.
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
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