Refund policy

💎 Arcane Skull Refund & Return Policy

At Arcane Skull, we want you to understand your options when requesting a cancellation, return, replacement, or refund. Please review the following policy before placing an order.

1. Order Cancellation

You may request to cancel an order within 12 hours of placing it, provided the order has not already entered a fulfillment stage that prevents cancellation.

To request cancellation, email support@arcaneskull.com as soon as possible and include your order number.

Requests made after the 12-hour window, or after an order has entered a stage where it can no longer be stopped, may not be accepted. Once an order has shipped, it cannot be canceled and will be subject to the applicable return policy.

If a cancellation is approved, any eligible refund will be issued to the original payment method. Refund posting times depend on the payment provider.

2. Returns & Exchanges

Eligible items may be returned within 30 days of delivery.

To qualify for a return:

  • The item must be unused and in its original condition.

  • Original packaging and included accessories must be returned where applicable.

  • You must contact us and receive return instructions before sending the item back.

  • Items that are customized, personalized, or marked as “Final Sale” are not eligible for return, except where required by applicable law.

Natural variations in gemstone color, texture, pattern, and appearance are inherent characteristics of natural stone and hand-carved products. These variations alone do not constitute defects when consistent with the product description.

3. How to Request a Return

Email support@arcaneskull.com within 30 days of delivery with:

  • Your order number.

  • The item you wish to return.

  • The reason for the return.

  • Photos or other information if relevant to your request.

Please wait for our return authorization and instructions before shipping anything back.

Once a return is approved, the authorization will specify the return address and shipping deadline. Please ship the item within the deadline provided. Returns sent without prior authorization may be delayed or refused where permitted by applicable law.

4. Return Shipping Costs

For eligible change-of-mind returns, the customer is responsible for return shipping costs unless otherwise agreed or required by applicable law.

If an item arrives damaged, defective, or incorrect and the claim is approved, Arcane Skull will cover applicable return shipping costs.

Customers should use suitable protective packaging and retain the return tracking information. Responsibility for a return shipment that is lost in transit will be assessed based on the circumstances and applicable law.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If an item arrives damaged, defective, or incorrect, contact support@arcaneskull.com within 48 hours of delivery and provide:

  • Your order number.

  • A description of the issue.

  • Clear photos of the item and its packaging.

We will review the information and may request additional details. If the claim is approved, we will arrange an appropriate remedy, which may include a replacement or refund. Arcane Skull will cover applicable return shipping costs for approved claims.

This reporting period does not limit any rights you may have under applicable law.

6. Lost or Missing Packages

If your package appears to be lost, contact support@arcaneskull.com with your order number and tracking information.

We will review the available tracking details and assist with an inquiry through the shipping carrier where appropriate. Carrier investigations may take time, and we may request additional information to help resolve the issue.

If the carrier confirms that the package has been lost, we will review the investigation results and order details and work with you toward an appropriate resolution. Depending on the circumstances and applicable law, this may include a replacement, refund, or another suitable solution.

A tracking status marked “Delivered” does not automatically prevent us from reviewing a missing-package report.

7. Refund Processing

Once an authorized return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method, generally within 3–10 business days after processing. Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

Original shipping charges are generally non-refundable for change-of-mind returns, except where required by applicable law or otherwise stated by Arcane Skull.

8. Exchanges

We do not offer direct exchanges. If you would like a different item, please contact us about returning the original item, if eligible, and place a new order.

9. International Orders

Customers are responsible for applicable customs duties, import taxes, and other charges unless otherwise expressly stated at checkout or agreed in writing.

10. Contact Us

For cancellation, return, replacement, or refund requests, contact:

Email: support@arcaneskull.com

Please include your order number in all correspondence.

✨ Arcane Skull is committed to fair and transparent policies while honoring the uniqueness and craftsmanship of every hand-carved skull.