How is my order processing and how long is the processing time?
Normal processing of orders is 3-5 days after we received your payment depending on the volume of orders. We serve orders, on a first come, first serve basis. After we received your payment, you will receive an order confirmation.
Once the order has been shipped, you will receive a tracking number. Please give us consideration and time allowance in both processing and shipping your orders especially if the items are on high demand. Rest assured that we are doing our best to serve you in order to give you the satisfaction that you deserve. Please see shipping and delivery details below for other details. For other concerns, please feel free to contact our support team at email@example.com
How much does shipping cost?
Almost all of our products include Worldwide Shipping. In order for us to get the items to you as fast as possible some items may be shipped in separate packages without extra cost. For more inquiries and concerns please feel free to contact our support team at firstname.lastname@example.org
How long does delivery take?
Usually delivery takes 2-4 weeks but due to the high demands of some of our most popular products in remote areas, please allow 3-6 weeks for the delivery. Please note that delivery time varies on your location, weather condition, your local customs, and postal services.
If your order hasn’t arrived in the estimated delivery times, please feel free to contact our support team at email@example.com
(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
COVID-19 SHIPPING DELAY NOTICE
Please Note: Due to the ongoing COVID-19 pandemic, the overwhelming demand for deliveries across the US and overseas, as well as modified practices by shipping carriers to keep their workforce and customers safe, delivery of packages may be delayed. Shipping times are estimates only and cannot be guaranteed.
International and overseas delivery times are currently severely impacted by continuously changing lockdowns and delivery suspensions. Shipping times are expected to be much longer, with up to several weeks delay in extreme cases.
We have also been notified that major carriers are opting to skip origin scans for packages upon picking them up in order to speed up the intake of these shipments. This means that we expect to see an increased number of ‘label created not yet picked up’ statuses in tracking links.
Tracking is expected to show progress upon a package being received at a distribution center. This should happen within 72 hours after the package has been picked up but in some cases, we are seeing this take as long as several business days.
We will continue to be here to support you as our customer, before, during, and after the buying and shipping process and we appreciate your understanding and patience in these unprecedented times.
Can you provide me with a tracking number?
Yes, the tracking number is available for most of the countries and will be sent to you through email.
I've entered a wrong shipping address! Can I change it?
If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.
Can I cancel my order after it's been placed?
Yes, it is possible to cancel within 12 hours after the order has been placed. However, after 12 hours of placing your order, we cannot cancel it since it has been already processed and/or shipped.
Invalid reasons for cancelling order:
- Buyer no longer wants the items - This is the most common example which Arte Attic does not tolerate. Buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
- Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
Are there customs, taxes, duties, and/or tariffs?
We are not responsible for customs, taxes, duties, and tariffs. Unfortunately, we have no control over that, it all deals with laws and regulations in your respective country. All taxes and customs charges are the responsibility of the customer and are not included in the cost of the order. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. Arte Attic is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.
Will my order come in one package?
In order for us to get the items to you as fast as possible some items may be shipped in separate packages.
Can I get a refund if I do not get my item?
It usually takes around 2-4 weeks to arrive unless remote destination or festival season, which may take up to 6 weeks to arrive. Customs checking will also delay the delivery time, please be patient for the delivery. If the parcel does not arrive in 2 months, with tracking information or the sent receipt of the parcel provided, a refund up to 80% of the order or a replacement will be sent again under the agreement.
In cases that you did not receive your order after 2 months or 8 weeks, please email us immediately to address your concern accordingly. Failure to do so within 3 months, or 90 days from the date of purchase will void your right to claim for any refund or replacement.
What is the return policy?
We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us immediately (within one week) at firstname.lastname@example.org with details/photos of the product and the defect.
We will fully examine the photos and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product (Buyer is responsible for paying the shipping cost) or refund the 80% of its purchase price, using the original method of payment.
Due to factors that commonly affect international shipments, such as weather delays, holidays and customs inspections, we are unable to guarantee shipping times. These are only estimates. Please also see delivery information above. If you require expedited shipping, please contact us for availability and pricing.
Why it takes time?
It takes time because we ship products via international shipping which requires custom clearance in both countries. Please see shipping and delivery information above.
What if the item is not received?
We have an easy refund policy, if and only if we failed to deliver the item within the above mentioned time or after 2 months whichever is applicable based on your location. We will issue you the 80% (deducted the shipping fee) or we can resend a new order. Please see shipping and delivery information above.
Please allow 3-5 days for your order to process. Be sure to add this duration to your shipping time estimates.
IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information (delivery address). We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after purchase. Costs to reship the package will be invoiced to the customer.