At Art Villes, we want shopping with us to be simple and transparent. This page explains our Returns & Refunds Policy for purchases made through https://artvilledxb.com/

You can access your account at any time to view your orders, request cancellations or returns, and track your order status

1. Cancelling Your Order Before Dispatch

If your order has not yet been dispatched, you can request a cancellation through your customer account or by contacting us at artvilledxb@gmail.com

How to cancel your order

1. Sign in to your account.
2. Open My Orders.
3. Select the order you wish to cancel.
4. Click Cancel or Return.
5. Select the item(s) you wish to cancel.
6. Review your request.
7. Submit your cancellation request.

We will review your request as soon as possible. If your order has not yet entered the shipping process, we will approve your cancellation and issue a full refund.

If your order has already been dispatched before your cancellation request is processed, it can no longer be cancelled. However, you may still request a return in accordance with this Returns Policy.

2. Returning Your Order

As part of our commitment to customer satisfaction, ArtVille offers a 14-day return period from the date you receive your order, subject to the conditions set out in this policy.

How to request a return

1. Sign in to your account.
2. Open My Orders.
3. Select Return Items.
4. Choose the products you wish to return.
5. Submit your request.

Once your request has been received, our Customer Care team will review it and provide return instructions where applicable.

Returned goods should be shipped within 14 days after your return request has been approved.

3. Refunds

Once we receive your returned goods, we will inspect them to ensure they meet the conditions of this Returns Policy.

Approved refunds will be issued:

• to your original payment method; or
• as store credit, where available and selected by you.

Refunds are generally processed within 5–10 business days after the returned goods have been received and approved. Your bank or payment provider may require additional time before the refund appears in your account.

Original shipping charges are non-refundable unless the return is due to our error or the goods are faulty.

4. Return Conditions

Returned products must:

• be requested for return within 14 days of delivery;
• be securely packaged to prevent damage during transit;
• include all accessories, components and promotional items supplied with the order where applicable;
• be returned in their original condition.

We reserve the right to refuse a refund or reduce the refund amount where returned goods show signs of unnecessary handling, damage or are returned in an unsaleable condition.

6. Damaged, Incorrect or Missing Items

If your order arrives:

• damaged;
• incomplete; or
• contains incorrect items,

please contact us as soon as possible, preferably within 3 days of delivery, by emailing artvilledxb@gmail.com

To help us investigate your claim quickly, please provide:

• your order number;
• photographs of the products;
• photographs of the outer packaging;
• a photograph of the shipping label.

Following our review, we may:

• send replacement items;
• send any missing items; or
• issue a full or partial refund, where appropriate.

Reporting the issue within three days helps us investigate shipping-related claims promptly and provide a faster resolution. However, reporting within this timeframe does not affect any rights you may have under applicable Swiss law.

7. Return Shipping Costs

Unless the return is due to our error or because the goods are faulty or damaged, you are responsible for the cost of returning the goods.

Where a return is the result of our error, or the goods are defective, damaged or incorrectly supplied, we will reimburse reasonable return shipping costs or provide a prepaid return shipping label where available.

8. Processing Times

Cancellation requests are normally reviewed within 1–2 business days.

Approved refunds are typically processed within 5–10 business days after the returned goods have been been approved, although your bank or payment provider may require additional time before the funds appear in your account.

9. Need Help?

If you have any questions regarding your order, please contact our Customer Care team.

Customer Care Hours: Monday to Friday, 9:00 a.m. – 6:00 p.m.

Email: artvilledxb@gmail.com

Please include your order number whenever possible so that we can assist you more quickly.