Returns & Refunds
Returns & Refunds
Clear communication. No surprises. Returning an order should be simple. We keep you informed at every step, and when your return is approved, Arte di Luce Paris covers the return shipping.
1. Start your return
Sign in to your Arte di Luce Paris account, open Orders, select the order you want to return and submit the available return request. For a statutory withdrawal, you do not need to give us a reason.
2. We review your request
We review your request and let you know what happens next. If your return can proceed, we will send you a DHL return QR code with clear instructions. You do not need to buy a shipping label and you do not need to print anything yourself.
If a QR code cannot be generated for a specific shipment, we will provide a prepaid return label instead. In either case, Arte di Luce Paris covers the return shipping cost.
3. Pack & return your order
Place the product securely back in suitable protective packaging. Where an applicable sealed-product condition applies, keep the original product seal intact.
Take the parcel to the DHL service point stated in your return instructions and show the return QR code on your phone. The service point can use that code to create the return label for your parcel.
You do not need to arrange your own shipping or purchase your own Track & Trace. Tracking is connected to the return shipment we create for you.
4. While your return is on its way
Your return can be followed through the tracking connected to the shipment. If there is an unexpected delay or issue, we will communicate clearly about what is happening and what the next step is.
5. When we receive your return
We match the parcel to your order and inspect the returned product. We check that the correct item has been returned and, where relevant, the condition of the product, packaging and seal.
We will communicate the outcome clearly. You will not be left wondering what happened to your return.
6. If your return is accepted
Once the return has been checked and accepted, we process the refund to the original payment method, unless another method has expressly been agreed.
For a valid statutory withdrawal, the refund is made within the legally required period of 14 days after you notified us of the withdrawal. We may wait until we have received the product back, or until you provide proof that it was sent back, whichever occurs first.
After we initiate the refund, your bank or payment provider may need additional processing time before the money appears in your account. We will let you know when the refund has been initiated.
7. If there is a problem with your return
We do not silently reject returns. If our inspection identifies an issue that could affect your refund, we will contact you and explain what we found, why it matters and what happens next.
Where possible, we will give you the opportunity to clarify the situation before a final decision is made. Your statutory consumer rights remain applicable.
Try before you unseal
Every full-size fragrance order includes a free 2ml tester vial of the fragrance. Test the sample on your skin first before opening the sealed full-size product. This gives you the opportunity to experience the fragrance while keeping the main product untouched.
14-day right of withdrawal
For online consumer purchases where the statutory right of withdrawal applies, you generally have 14 days after receiving the product to tell us that you are withdrawing from the purchase. You then have 14 days to send the product back.
Some legally defined sealed products can lose the right of withdrawal after the seal is broken, provided the legal requirements for that exception are met and the customer was informed before purchase. Arte di Luce Paris will apply any such exception only where legally applicable.
Damaged, defective or incorrect order?
Contact us at info@artediluce.nl with your order number and, where useful, photos of the issue. We will explain the solution and arrange the appropriate return process. You will not be charged return shipping that should legally be borne by us.
Our communication promise
Clear communication. No surprises. From your return request to the final refund decision, we want you to know where you stand. If something changes or needs your attention, we will tell you what happened and what the next step is. Questions at any stage? Contact info@artediluce.nl.