Frequently Asked Questions ( FAQs )

  • After Sales

    – Clean your ARTĒ jewelry with a soft cloth or ARTĒ MADRID cleaning cloth only

    – Clean your ARTĒ jewelry with water only (except simulated pearls)

    – Avoid direct contact with chemicals, such as hairspray, perfume, and moisturizer.

    – Avoid stacking jewellery together to prevent scratches

    – Avoid wearing in the shower, during sleep and exercising

    – Avoid intense tugging and crashing to prevent result in loose and deformed parts

    – We recommend that customers put on jewellery last when dressing and remove first when undressing

    – Store your jewellery in the original packaging to avoid prolonged exposure to air and scratches

    – Seek professional repair if any parts are damaged or deformed

    ARTĒ MADRID offers lifetime maintenance and repairing service with a reasonable repairing charge whenever it is needed. The shipping fees and the related costs of sending the goods for repairing shall cover by customers.

    For any pair of earrings purchase, customers could always order the single piece of the earrings with a 40% off discount at the current retail selling price for the replacement.

    Please contact our customer service team by emailing cs@arte-madrid.com for details.

  • Order & Payment

    To place an order, please select your desired item(s) and add to your shopping cart. Once you have reacted to your final selection, you can complete your order by following the instruction on the checkout page. You can simply use guest checkout, or for better order management, simply register an account with ARTĒ MADRID by providing the user ID and Password.

    Once your order is confirmed, an order confirmation email will be sent to the email address provided by you. So please make sure you provide a valid email address.

    The email contains:

    – Your order number

    – Your order details (item number, description, quantity and amount)

    – Your billing and delivery addresses

    As long as the items have not yet dispatched from our warehouse, we will try our best to accommodate your request. For changing the delivery information or canceling the order, please contact our friendly customer service team by emailing cs@arte-madrid.com for assistance.

    Unfortunately, the following changes are no longer possible once you have completed checkout:

    – Payment methods
    – Promotion Code or Voucher application

    ARTĒ MADRID currently supports the following payment method:

    – PayPal
    – Visa
    – MasterCard
    – American Express
    – Discover

    You will be directed to the PayPal site, and you will be given the option to pay by logging in to your Paypal account, or pay by Card. Either way, please review the amount before clicking ‘Pay Now’. Once the transaction is complete, you will then return to www.arte-madrid.com.

    We ship our products worldwide EXCEPT P.O. Box or Military Bases. Please choose the shipping country and region from our location option button with the correct postal code.

    For international orders, shipping time and rates differ from country to country. We are pleased to offer FREE SHIPMENT for orders over USD99.00. We offer promotion(s) with FREE SHIPMENT from time to time too. Stay tuned with us for any marketing and promotional campaigns!

    Normally the delivery takes 3 to 7 working days depending on the shipping location. Once your order is on its way, you will receive a shipping notification email with the tracking number for a status check.

    Please note that we are not liable or held responsible for any delays after dispatch. Delays do happen occasionally due to uncontrollable factors, but please be assured that we will do our best to limit any inconvenience.

    – One-off exchange for size exchange or other products at the same value or higher is accepted within 30 days of receiving the parcel while for the case of higher value, the customer shall pay the price difference.

    – Item(s) must be in the same condition, unwashed, unworn, as when it first arrived.

    – All the pierced earrings cannot be exchanged or returned due to hygiene concerns.

    – The shipping fees and the related costs of the returned products shall be responsible by the customers, except for faulty items on arrival.

    – We will begin the exchange process after we examined your returned product(s) with product defects. The whole exchange process may take up to 4 weeks.

    – Return requests that do not meet our policy will not be accepted and will be sent back to the customer at customer’s own cost.

    – ARTĒ MADRID reserves the final right of decision.

     

    For further return/ exchange procedures, please contact our Customer Service team by emailing cs@arte-madrid.com.

  • Product

    ARTĒ MADRID Gemstones
    ARTĒ MADRID employs new generation lab made synthetic gemstones, which combine scientific crafting techniques complemented with excellent quality assurance standards.
    Pioneers in the 120-facet stone, ARTĒ MADRID adopts the groundbreaking cut in the collection I’m 120V that unleashes dazzling charms on a scintillating array of creations from which emit glitters on all sides even without extra lighting. It is 5 times more complex than the conventional 57-facet one in terms of crafting technique, process and time, representing a genuine breakthrough of stone-cutting artisanship.

    Metals
    ARTĒ MADRID employs 925 sterling silver with Rhodium plated, Gold colour plated, Rose gold colour plated or Ruthenium plated. With our tailor-made service, you may choose your preferred colour combination. Please contact our customer service team by emailing cs@arte-madrid.com for more information.

    Colour
    ARTĒ MADRID’s library of gemstones consists of 29 colours that can be evolved into over 3,000 colour combinations, thereby creating a kaleidoscope of jewellery collection that is both vibrant and glamorous.

    There is a size chart button right next to the size options on the product detail page, which links to a full overview of all size measurements.