Frequently Asked Questions

Payment methods

Do you accept prepaid credit cards?
Yes, we accept prepaid credit cards that operate on Visa and Mastercard circuits.

Is it safe to pay by credit card?
It is perfectly safe to pay by credit card because the communications between our website and the bank are coded and cannot be traced by third parties.

If I leave my card data in storage can it be used by third parties?
No, our dealers cannot display your data in any way. Furthermore, it is possible to cancel the data left in storage at any time by logging into your account.

What forms of payment are allowed?
Credit cards and PayPal are the accepted forms of payment.

Can I pay by PayPal?
Yes, we accept payments from your PayPal account

Can I pay cash on delivery?
Cash on delivery is only allowed in Italy.

Can I pay by PostePay or other reloadable cards?
Yes, we accept payments by PostePay and other reloadable cards enabled for the  Visa/Visa Electron circuit or MasterCard. 

Shipping times and costs

What are the shipping fees?
Shipping is free for orders over 250€, while for orders under 250€, the cost is 8,00€.

Local taxes
Sales price includes VAT.
Outside the European Union, customs and local taxes can be debited to the purchaser.

What are average delivery times?
Standard delivery is sent within 4-5 working days for all European Union countries.
For all other Countries it is necessary to track the delivery.
In the event of a greater influx of orders (like sales, promotions or the Christmas period), delivery times could be slower also due to reasons beyond our control.

Can I track my order?
For more information on shipping please contact our Customer Care or the courier DHL.

Can I choose the delivery time?
It is not possible to choose the delivery time slot. Please contact the courier directly for more information.

Can I change the delivery address of my order?
It is impossible to alter the address once the order has been concluded. To make any changes it is necessary to contact our Customer Service before the order is processed.

Returns and refunds

Can I return the purchased item?
Of course, if the purchase did not meet your expectations, we offer you the possibility of a return. 
The items must be in their original condition, with the tag attached. 
Continue reading this FAQ for further instructions.

How can I request a return?
To request a return just log into your Account, click on Returns and Refunds and complete the RMA form.
If you made the purchase without registering insert the order number in the Orders and Returns section and then click "Request return" to complete the RMA form.

How much time do I have to return my items?
You have 14 working days from the delivery date to return your items. However, to facilitate your holiday shopping, all orders placed between November 18th and Christmas may be returned until January 3rd, 2025.

What is the return procedure?
Here are the steps to return the goods and get a refund:

  • Fill out the return form by logging into your Account and clicking on “Returns and Refunds”; if you made the purchase without registering, enter your order number in the Orders and Returns section and then click on "Request a return";
  • You will receive a first confirmation email and a second email (within 1 hour) with the return label;
  • Follow the instructions in the emails to ship back the package.
For the sake of completeness, you can find the return instructions here below, too:
  • Print the label and attach it to the outside of the box, after removing any original shipping label. If you would like to track your return-shipments on DHL sites on its way back, make a note of the tracking number on your return-label (10-digit waybill number).
  • Leave the package open so the courier can check its contents before picking it up.
  • Go to the web site https://mydhl.express.dhl/index/en.html and select your Country on the upper right tab, then click on “Ship” and “Schedule a pickup”, then click on the option "NO" since you already have the DHL return label and select “I have a DHL Waybill Number”. Enter your 10-digit waybill number located under the barcode of your prepaid return-label, select your Country in the “Code” list, and type your phone number. Review your address details and select a convenient date and time for the pick-up.

An amount of €4.90 will automatically be deducted from your refund for return shipping costs.
As soon as the return arrives at our warehouse we will immediately proceed with the refund request (after having checked the goods).
Please note that this return procedure is valid for all shipping countries except Italy.
If you have placed your order from Italy, please follow these instructions or reach out to our Customer Service.

Can I send it back with a courier of my choice?
Of course, if you prefer you can choose not to use our returns service and send it back with a courier of your choice. In this case, the shipping costs for the return will be your responsibility.

Here's how:

  • Contact our Customer Service to get the RMA return number (specifying that you do not have to pay the standard return costs of €4.90)
  • Write the return number on the box (it is important to be able to process the return or refund in a short time)
  • Book the collection with the courier of your choice and send it to the following address:

ARTCRAFTS INTERNATIONAL SPA c/o InOut Soc. Coop  
Via di Moschignano, 21/A
59021 Vaiano (PO)
Italia

In this case, transport costs for returning the goods are at your expense.
As soon as the returned item arrives at our warehouse we will immediately proceed with the refund request (once the goods have been checked).

I have received a faulty/damaged article. What can I do?
Contact our Customer Service and they will organise a free collection and a full refund for you.

Can I change an item?
If you are not happy with an item purchased you can request a return by logging into your Account and clicking on Returns and Refunds, or in the Orders and Returns section if you made the purchase without registering.
It is not possible to exchange. If you want a different product first request a refund and then proceed with a new order.

If I throw away the labels can I still return my items?
The presence of labels and tags is compulsory for us to accept a return. Any item returned has to be in perfect condition and ready to be sold again.

Who pays the return costs?
If you use the return label provided by us, €4.90 for return shipping costs will automatically be deducted from your refund.
If you use a courier of your choice, the return shipping costs will be your responsibility and no amount will be deducted from your refund.

If I paid with a virtual card how do you proceed with the refund?
For payments with virtual cards after having requested the return please contact us to provide us with a current account number so we can make the refund.

What is the return policy?
If you are not satisfied with your purchase you can return the product and ask for a refund. Once we receive your return we  immediately start the procedure and conclude it as soon as possible. We inform you that it could take up to 30 days to complete it. 
For information on a refund that has already started you can contact us by filling out the Contact form.

My orders

Where can I see the details of all my orders?
In the Account section it is possible to consult all the details of current and past orders.

Can I change the details of an order that has just been completed?
It is not possible to make any changes to  concluded orders or merge multiple orders into a single shipment. For any special requirements please contact our Customer Service.

Can I change the shipping address of an order in progress?
We cannot change the address indicated for delivery of the package once the order is confirmed. For any special requirements please contact our Customer Service. 

Account, newsletter and contact information 

How can I unsubscribe from the Newsletter?
If you no longer wish to receive news and special promotions direct to your inbox you can unsubscribe by clicking on “Unsubscribe” in the footer of one of the Newsletters received.

How can I contact you?
You can contact us by filling out the Contact form, or by calling the number +39 0422 1440019. Our Customer Service hours are from 9 AM to 6 PM CET Monday to Friday