FAQ

The questions buyers ask before committing.

Provenance, refund window, customs duties, certificate verification, and dispute resolution — read once, in plain language, before you buy.

Provenance Check

Provenance & chain of custody

Refund Window

International Orders & Customs

Certificate Verification

Dispute Resolution

Provenance — How is origin verified?

Certificate Verification — How do I confirm my authentication certificate?

Disputes & Authentication Challenges

Provenance route — atelier to hub to buyer

HS-code and customs handling

Third-party authentication receipt

Refunds

Refund policy

Disputes & Authentication Challenges

Provenance Check

What is the chain of custody behind a piece in the network?

How can I trace the maker, atelier, and the route my piece travelled?

What does the paper certificate in the box carry?

Provenance & chain of custody

What does the trust-moment card on my order page prove?

What does the Origin Atelier block tell me?

Who is the third-party authenticator on the receipt?

How does the per-touchpoint certificate of authenticity chain work?

What does the time-stamped re-authentication ledger record?

Where can I download the full provenance bundle PDF for this order?

Who can view the provenance chain on this order?

Refund Window

What is the return window on a routine order?

What is the timeline if my piece fails verification when I first open it?

How does the certificate reconcile when a piece is returned?

International Orders & Customs

How is the landed cost calculated on an international order?

Who pays import duties on an international order once it is shipped?

What happens if customs holds my package?

Certificate Verification

How do I verify the Entrupy or Real Authentication certificate on my receipt?

What if the serial returns no record?

How can I tell a genuine certificate on the receipt from one that has been altered?

Dispute Resolution

How are disputes handled between buyers and the network?

What remedy is offered when a piece does not match its certificate?

Where do I escalate beyond the inspector team?

Provenance — How is origin verified?

How is origin verified before a piece reaches a buyer?

Certificate Verification — How do I confirm my authentication certificate?

How does the authentication certificate get confirmed after delivery?

Disputes & Authentication Challenges

What do I do if a piece fails authentication when I first open it?

What if the piece arrives not as described against the listed SKU?

How do I open a dispute, and which surface should I use?

Who reads my dispute, and what is the SLA to a written determination?

How does the provenance chain — and the standalone COA — become evidence in a dispute?

What remedy paths does the inspector team offer?

Where do I escalate beyond the inspector team?

Provenance route — atelier to hub to buyer

Provenance route — atelier to hub to buyer

HS-code and customs handling

HS-code and customs handling

Third-party authentication receipt

What is the third-party authentication receipt on my order page?

What does the 'Authenticated by' line tell me?

What do the certificate number and the verified date on the receipt mean?

Why does my order sometimes not show a third-party authentication receipt?

How do I follow the 'View certificate' link on the receipt?

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Refunds

What qualifies for a refund claim?

How long is the claim window, and what is the anchor?

Does the certificate stay attached to the original order id across the claim?

How does a refund interact with the provenance bundle on the order page?

How is a refund reflected on the per-touchpoint cert chain and the re-auth ledger?

Where on the order page do I open the claim?

What should I attach to the claim, and what happens after I submit?

Refund policy

Refund policy

Disputes & Authentication Challenges

What do I do if a piece fails authentication when I first open it?

What if the piece arrives not as described against the listed SKU?

How do I open a dispute, and which surface should I use?

Who reads my dispute, and what is the SLA to a written determination?

How does the provenance chain — and the standalone COA — become evidence in a dispute?

What remedy paths does the inspector team offer?

Where do I escalate beyond the inspector team?

What is the eligibility window for opening a dispute after delivery?

What evidence should I attach when I am filing on a cert mismatch, transit damage, or a serial-number discrepancy?