Shipping and Returns Policy

Shipping Policy

At Artnara, every jewelry piece is carefully prepared and packaged before being sent to you. We aim to make your shopping experience as smooth as possible, whether your order is delivered within Indonesia or internationally.

1. Shipping Destinations

We ship orders within Indonesia and to available international destinations.

Shipping options and availability depend on your delivery address. Available shipping methods will be displayed during checkout.

2. Shipping Costs

Indonesia

We offer free shipping for orders delivered within Indonesia.

International Orders

International shipping fees are calculated during checkout based on your delivery destination and the available shipping service. The applicable shipping fee will be displayed before you complete your purchase.

3. Order Processing Time

Our standard order processing time is 1 business day before dispatch.

Once your order has been processed and dispatched, delivery time depends on your location and selected shipping service. Processing may take longer in exceptional circumstances, such as public holidays or unexpected operational delays.

4. Domestic Shipping Within Indonesia

We use J&T Express and JNE for domestic shipments. Available services depend on the delivery destination.

Deliveries within Bali

  • Denpasar, Badung, and Gianyar: Instant delivery via GoSend is available for eligible orders.
  • Other regencies in Bali: Express delivery via J&T Express or JNE is available.

Delivery within Bali typically takes 1–2 days, depending on the destination and selected service. Instant GoSend delivery is subject to availability and the service’s operating conditions.

Deliveries to Other Areas in Indonesia

Orders are shipped using J&T Express or JNE, depending on the destination and available service. Delivery times vary by location.

All delivery estimates are indicative and may be affected by courier operations, weather, public holidays, or other unforeseen circumstances.

5. International Shipping

International orders are shipped via DHL, subject to destination availability.

International shipping fees are calculated during checkout and displayed before payment.

Please note that international shipments may be subject to customs duties, import taxes, VAT, or other charges imposed by the destination country. These charges are separate from the shipping fee and are the customer’s responsibility where applicable.

Customs clearance procedures and delivery times vary by country. Any customs-related delays are outside our direct control.

6. Order Tracking

Tracking information will be provided where available after your order has been dispatched.

Please allow some time for tracking information to appear in the courier’s system. If you experience difficulties tracking your order, contact us with your order number for assistance.

7. Delivery Issues

If your order is delayed, appears to be lost, arrives damaged, or has not been delivered as expected, please contact us with your order number and any relevant tracking information.

We will review the situation and assist you with the next steps.

Please ensure that your shipping address and contact details are correct when placing your order.

8. Contact Us

If you have any questions about shipping options, delivery estimates, or your order, please contact our customer support team.

Thank you for choosing Artnara.

Return Policy

At Artnara, we want you to feel confident when shopping with us. If you are not satisfied with your purchase, please review our return policy below.

1. Return Eligibility

Return requests must be submitted within 30 days of receiving your order.

To be eligible for a return, items must:

  • Be unused and unworn.
  • Be returned in their original condition and packaging.
  • Include any accessories, certificates, or other items originally supplied with the purchase.
  • Be accompanied by proof of purchase or your order number.

Items that do not meet these conditions may not be eligible for a return, subject to applicable consumer protection laws.

2. Items Not Eligible for Return

The following items are generally not eligible for returns unless they arrive faulty, damaged, incorrect, or otherwise qualify under applicable consumer protection laws:

  • Custom-made or personalized jewelry, including engraved pieces.
  • Items that have been worn, used, altered, or damaged after delivery.
  • Items returned without their original packaging or included accessories, where these are required for the return.

3. How to Request a Return

To request a return, please contact our customer support team with:

  • Your order number.
  • The item you wish to return.
  • The reason for your return.
  • Clear photographs of the item, where relevant.

Please wait for return instructions before sending any item back. Returns sent without prior authorization may experience processing delays.

4. Return Shipping Costs

For returns due to a change of mind or other reasons not attributable to Artnara, the customer is responsible for the return shipping cost, subject to applicable consumer protection laws.

If an item arrives damaged, faulty, or incorrect, please contact us so we can assess the issue and determine the appropriate resolution.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed to the original payment method where possible. The time required for the funds to appear in your account may depend on your payment provider.

Original shipping fees, return shipping fees, and any applicable deductions will be handled in accordance with the terms disclosed at purchase and applicable consumer protection laws.

6. Damaged or Incorrect Items

If your order arrives damaged, faulty, or different from what you ordered, please contact us as soon as possible with your order number and photographs of the issue.

We will assess the situation and work with you to determine an appropriate resolution in accordance with applicable consumer protection laws.

7. Contact Us

For return requests or questions about this policy, please contact our customer support team.

We appreciate your understanding and thank you for choosing Artnara.