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SHIPPING AND RETURNS
SHIPPING INFORMATION
- Please note that during busy periods shipping items may be affected and you may have to check with your preferred courier as to their deadlines
- All orders are shipped directly from our Irish warehouse within 24 hours of the order being placed.
- The estimated shipping time begins from the day your order is despatched.
- Please note that we are unable to make any changes or cancellations once the order has been placed. Once the order has arrived, please contact us at [email protected] if you have any queries.
CUSTOM FEES
- We are not responsible for any import or custom fees associated with your order, please check with your country's regulations to see if there will be any additional costs. This includes any import fees for orders sent with Free Worldwide Shipping.
- Please note, that we are based in Europe.
LATE OR LOST ORDERS
- When placing your order please make sure that you specify the correct delivery address as ARTESANO Madrid take no responsibilty for missing parcels that have been sent to the wrong address or if requested to leave with neighbour or an outbuilding.
- If you have any queries relating to order discrepancies such as missing and/or lost items, please report them to [email protected] so we can deal with the issue appropriately.
- Please note that we cannot refund or replace items until after within 30 days after the date of despatch - This is the standard time couriers will class items as lost.
ITEMS NOT RECIEVIED BUT TRACKING SHOWS DELIVERED
- In the rare occasion this may happen, you must contact the courier immediately and request for proof of delivery. The courier will then guide you on where they delivered your item i.e such as colleague within your company or neighbour.
- Please note that we do not refund or replace items which have been tracked as delivered. Please choose a secure location you wish your items to be delivered.
WHY WAS MY ORDER CANCELLED?
- In the rare case in which your product has been unexpectedly cancelled, it is highly likely that our systems marked your order as fraudulent.
- Another possible reason, may be that your shipping address did not match the billing address.
- If neither reason seems logical, please reach out to [email protected] and we will process your order manually.
Returns
We offer a lifetime guarantee on every Artesano Madrid product. This means you can return your purchase at anytime, as long as it meets our Exchange Policy criteria.
Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.
How do I request an exchange or refund?
Please email [email protected] your refund or exchange request and we will guide you step by step on how to proceed with your refund or exchange.
To qualify for a refund or exchange:
Items must be in perfect condition (as to our standards).
All tags and packaging must be included.
Items that do not meet these requirements are not eligible.
Exchange Policy
You may exchange your purchase at anytime after you've recieved the items. Please note all items must be in perfect condition (as to our standards) with original packaging in order to receive an exchange.
We will send the first exchange from our warehouse for free. For any subsequent exchanges, we will ask you to pay the cost of delivery.
Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot exchange lost returns.
To qualify for an exchange:
Items must be in perfect condition (as to our standards).
All tags, clips, and packaging must be included
Items that do not meet these requirements are not eligible.
Refund Policy
We will refund your order to the original payment method once it has been processed at the warehouse.
Please be aware this can take 7-14 days after the order arriving. You will be notified once a refund has been made.
We are unable to refund purchases to a different payment method than the one used to purchase the items.
Faulty items
In the event you have received a faulty item, please contact [email protected] at anytime after receiving your item. Please include the following information:
Your order number
Which item is damaged
A description of the problem
Photographic evidence