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Frequently Asked Questions

Find answers to common questions about ArtEvara

Placing Orders

How do I place an order?

To place an order, browse our collection, select your desired items, add them to your cart, and proceed to checkout. You'll need to provide shipping information and payment details to complete your purchase.

Order Tracking

How can I track my order?

Once your order ships, you'll receive a tracking number via email. You can use this number to track your package on our website or the carrier's website.

Cancellations

Can I cancel my order?

Orders can be canceled within 1 hour of placement. After that, the order enters processing and cannot be canceled. You may return the item after receiving it if eligible.

Returns & Refunds

What is your return policy?

We accept returns only for items that are damaged in transit.

Damaged Items Process:
  1. If you receive a damaged item, you must notify us within 24 hours of delivery
  2. Email us at support@artevara.com with:
    • A clear photo of the damaged item
    • Your order number
Resolution Options:

Upon review of your claim, we will either offer:

  • A replacement (subject to availability)
  • A refund processed to your original payment method
Important: Returns for reasons other than damage (e.g., change of mind, wrong size/color choice) are not accepted.
How long do refunds take to process?

Once your return is approved, refunds are processed within 5-7 business days. The time it takes for the credit to appear in your account depends on your payment method and financial institution.

What if my replacement isn't available?

If we cannot provide a replacement for your damaged item, we will issue a full refund to your original payment method, including any applicable taxes and shipping fees.

Payments & Accounts

What payment methods do you accept?

We accept M-Pesa and ArtEvara gift cards. Some regions may have additional payment options available.

M-Pesa How do I pay with M-Pesa?

ArtEvara accepts M-Pesa as a convenient payment method. Here's how to complete your purchase using M-Pesa:

  1. At checkout, select M-Pesa as your payment method
  2. Enter your M-Pesa registered phone number
  3. Confirm the payment amount matches your order total
  4. You'll receive an M-Pesa payment request on your phone
  5. Enter your M-Pesa PIN to complete the transaction
  6. You'll receive a confirmation message from both M-Pesa and ArtEvara
Note: The M-Pesa payment must be completed within 5 minutes or the request will expire. If this happens, you'll need to restart the checkout process.
M-Pesa What if my M-Pesa payment fails?

If your M-Pesa payment fails, please check:

  • You have sufficient funds in your M-Pesa account
  • You entered the correct M-Pesa PIN
  • Your phone has network coverage
  • The payment request hasn't expired (5 minute limit)

If the issue persists, contact Safaricom customer care or try again later. Your funds will not be deducted for failed transactions.

M-Pesa Can I get a refund to my M-Pesa account?

Yes, refunds for M-Pesa payments are processed back to the original M-Pesa account used for payment. Refunds typically take 1-3 business days to reflect in your M-Pesa balance.

You'll receive an SMS confirmation from both ArtEvara and M-Pesa once the refund is processed.

Is my payment information secure?

Yes, we use industry-standard encryption to protect your payment information. For M-Pesa payments, we never see or store your M-Pesa PIN - all transactions are processed securely through Safaricom's payment system.