Frequently Asked Questions

Orders & Processing

How long does it take to process my order?
All orders are processed within 1–2 business days after purchase.

Can I cancel my order?
Yes. You may cancel your order within 24 hours of placing your order at no extra cost.

Can I modify my order?
Yes. Order changes can only be made within 2 hours of placing the order. After that, changes may no longer be possible.

Shipping & Delivery

How long does shipping take?
Once your order has been shipped, delivery usually takes 7–15 business days, depending on your location within the United States.

Do you offer free shipping?
Yes. We offer free shipping on all orders within the United States.

Which carriers do you use?
We work with reliable shipping partners to ensure secure and timely delivery. Carrier selection may vary depending on the destination and order size.

Can I track my order?
Yes. Once your order has been shipped, you will receive a tracking number by email. Please allow up to 24–48 hours for the tracking information to update.

Can I change my shipping address?
Yes, but only before the order has been shipped. Please contact us as soon as possible if you need to update your shipping details.

What should I do if I have not received my order?
If your order has not arrived within the expected timeframe, please contact us at info@bijoux-arcenciel.com.

What happens if my package is returned?
If a package is returned due to an incorrect address, refusal, or failure to collect the parcel, reshipping fees may apply.

What should I do if my package appears to be lost?
If your package appears to be lost, please contact us within 7 days of the expected delivery date. We will investigate the issue and offer either a replacement, subject to availability, or a full refund.

Returns & Refunds

What is your return policy?
We offer a 30-day return policy from the date you receive your order.

What are the return conditions?
To be eligible for a return, the item must be:

  • unused
  • in its original packaging
  • returned with all original parts and accessories
  • accompanied by proof of purchase

For lighting products, we strongly recommend keeping the original packaging for a safe return.

How do I start a return?
To initiate a return, please contact us at info@bijoux-arcenciel.com.

Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item is defective, damaged upon arrival, or incorrect.

Do you charge a restocking fee?
No. We do not charge any restocking fees.

How long does it take to receive a refund?
Once your return is received and approved, your refund will be issued within 10 business days to your original payment method.

Do you offer exchanges?
We do not offer direct exchanges. If you would like a different item, please return the original product and place a new order.

Payments

Which payment methods do you accept?
We accept major credit and debit cards, including:

  • Visa
  • MasterCard
  • American Express
  • Maestro
  • Discover
  • JCB
  • Diners Club

Is my payment secure?
Yes. All transactions are protected through SSL encryption and PCI-DSS compliant payment systems. We do not store your payment information.

When will I be charged?
Payment is charged immediately after your order is confirmed.

Which currency do you use?
All prices are displayed in U.S. dollars (USD).