Shipping and returns
DELIVERY AND DELIVERY TIMES
ARTISANN strives to ship orders that are placed (in stock) and paid for the next day (except weekends and vacations).
Orders paid for by bank transfer are dispatched on the day that the amount due is in ARTISANN's account.
These delivery times are indicative and therefore no rights can be derived from them.
If a product is not in stock (and has not been marked as out-of-stock) the Customer will be informed by e-mail of a later delivery date. If the customer does not agree with the delay, the ordered product can be cancelled or the customer can order an alternative product. The cancelled product will be refunded or, if an alternative product is ordered, the excess/underpayment will be refunded/additionally invoiced.
If, in case of problems with the delivery service, the delivery date is exceeded by 15 working days, the customer is obliged to inform us of this by e-mail. In this case, the customer can cancel the order and ARTISANN will refund the amount paid to the account of the customer within 10 working days after receiving the information of non-delivery.
Deliveries will be made to the address provided by the customer when placing the order. ARTISANN can in no way be held responsible for errors made by the customer when entering the delivery and/or billing address that may cause delays in the delivery or the impossibility of delivering the ordered products.
As soon as the products to be delivered have been delivered to the indicated delivery address, the risk, as far as the delivered products are concerned, is transferred to the customer.
CHANGE OR CANCEL YOUR ORDER
You can easily modify your order as long as the "update cart" button is visible in your shopping cart.
If you want to change your order after you have paid, please contact us as soon as possible [email protected] or phone 0477/74.65.94
If your order has already been shipped, unfortunately we cannot change anything anymore.
SHIPMENT WITH BPOST
ARTISANN ships all packages with Bpost for Belgium, PostNL for the Netherlands or UPS. Parcels can be delivered in 3 different ways or you can pick them up at ARTISANN.
YOUR ORDER WILL BE SENT OUT WITHIN TWO WORKING DAYS AFTER IT IS PLACED unless otherwise notified by ARTISANN (except during vacations and bank vacations).
SAFE AND WELL-PACKAGED
The ceramic pieces may be of the best quality, but unfortunately this service is not unbreakable. All packages are therefore PERSONALLY packed securely by us with protective material between all pieces and on the outside. You can receive your package with confidence, without any broken pieces between them.
Is there something broken during delivery? Please let us know as soon as possible at [email protected]
Normal delivery time of the package when it leaves ARTISANN: 3-5 days after ordering.
If no one is at the address when BPOST makes the delivery, a note will be left in the mailbox and the BPOST will be left with the package. A subsequent attempt to deliver will be made the following day. A total of three delivery attempts will be made. If delivery is not possible, the package will be returned to us.
When you find the BPOST note in your mailbox, please contact them to arrange another delivery address or time.
You can have your package delivered to your work address if this is more convenient for you. This should only be included as the delivery address.
ARTISANN ships packages worldwide. Depending on the amount ordered and the country of shipment, shipping rates vary. Please note that if a product is out of stock, the delivery time will be extended by 4 to 6 weeks, as each piece from ARTISANN is handmade.
All orders are shipped for free in Europe from a total amount of €150 including VAT.
A customer can, within 14 working days from the day following the delivery of a product, exchange a product.
In this case, we ask you to notify us by e-mail immediately after delivery and to return the products within 14 calendar days from the day following the delivery. We ask you to indicate in the e-mail which product you wish to exchange your purchase for. Exchange is only possible if the product has not been used and the packaging is undamaged and sent along. If you wish to exchange the product for one of a different value, the balance will be refunded/extra billed as appropriate. The shipping costs and risk of returning a product for exchange are borne by the customer. In the case of an exchange, ARTISANN webshop will take over the shipping costs of the new
In the event of an exchange, ARTISANN webshop will bear the shipping costs of the product to be reshipped once.
Due to regulations and restrictions regarding credit card payments, we cannot charge your credit card for a higher amount than your original order. And to ensure 100% security with the credit card payments processed, we will not change the amount ordered and therefore a new order must be placed.
Custom or import duties:
If your delivery country charges customs or import duties - these are charges once the package reaches the destination country. You must pay these charges. Unfortunately, we have no control over the charges and cannot inform you what they will be. Customs policies vary from country to country. If you have any questions about this, please contact your local customs office for more information.
RETURN POLICY We want all our customers to receive high quality products. If there is something wrong with the product you received or if your delivery is not identical to your order (wrong product or if an item is missing), please contact ARTISANN. If you send us an email, please include as many details as possible, including your order number and a photo if there is anything wrong with any of the products. If you are not completely satisfied with your product, please return the unused product(s) within 14 days of receipt in the original unbroken packaging for a refund.When we receive the product, we will refund the value of the product purchased, but not the original freight.
All products must be returned in the original packaging with all attached documentation and the packaging cannot be damaged or otherwise harmed, just like the product. Otherwise, it will not be possible to get a refund. You must pay for the freight to return the goods and this must also be arranged by you. The goods are your responsibility until they reach our warehouse. Please make sure you place the return safely to avoid damage to the products or boxes.
HOW TO RETURN A PRODUCT
How do I return my order?
The return must meet some conditions before we accept it:
The return must be made within 14 business days of receiving the product.
The ARTISANN packaging must be in its original condition when returned. This means in the condition in which they were delivered. No labels or stickers may be affixed directly to the ARTISANN packaging. Each return is shipped in a sturdy cardboard box to prevent damage to the ceramics and ARTISANN packaging. The product has not been used.
If the returned product does not meet the above conditions, we cannot accept the shipment.
How to return?
You attach the invoice stating the reason for the return to the package. You have the choice between an exchange to another size of the same reference or a refund. Please state your wish clearly on the invoice. Exchange to another reference is not possible.
The return will be packed in a sturdy cardboard box or the original packaging with the invoice packed in a cardboard box.
If the ARTISANN ceramics and the packaging reach us undamaged, the package will be refunded immediately.
Furthermore, a return is at the risk of the buyer:
ARTISANN is not liable for damage or loss of returned products.
The cost of the return will be borne by the buyer.
Please note: when returning a product, it is very important to provide the order number and your name and address. Without this information, we cannot process your return. In addition, a detailed description of the problem is necessary - if you have a claim.
Our return address is:
Light tower square 10
It may take up to 14 days for us to receive your return, depending on the mail service you use. Once we receive the returned products, we will inspect them and process the refund within 48 hours.