SHIPPING, RETURN & EXCHANGE, CUSTOMS AND
DAMAGED POLICY,
​​​
​
Shipping Destinations and Delivery time:
​
We ship using the following companies or equivalent, such as UPS, DPD, DHL.
-
For Portugal and Spain delivery within 3-5 business days.
-
For the Portuguese and Spanish Islands we ship once per week every Friday. it takes 7-10 working days to deliver
-
For European countries delivery within 5-7 working days.
-
For the United states of America delivery upto 7-12 working days.
-
For the rest of the world depending on your location it could take up to 14 working days.
​​
​
Kindly note:
-
Except for the high volume lighting, we offer Free Shipping for Portugal and Spain including the islands.
-
During busy periods such as Christmas and/or any promotional Sales, lead time can increase.
-
If you are located within the EU and/or USA and you are not listed in our shipping addresses please contact us. We will provide you with shipping time-line and prices to your destination.
​
What happens after your place an order:
After you successfully place the order , your order is shipped within 3 working days from the purchase time. we will email you with a tracking number to track your order.
The shipping courier will be in touch directly with you regarding the delivery window. If this delivery slot is inconvenient for you, please reply to the courier directly to arrange a more suitable time or request the delivery to drop it off at a collection point for you to pick it up on your convenient time. Make sure that you leave us with a valid contact number for the courier to contact upon delivery. If for any reason the courier fails to reach you, and the package gets returned due to not answering their call, or failing to pick up your package from the drop point, we will be happy to send you the item again, however extra shipping charges will be applied.
​​​​
Retailers & Professionals :
Once your order has been placed, the final shipping cost will be calculated based on the weight and volume of the products. You will be informed of the shipping charges in writing and, where applicable, asked to approve and settle these costs prior to dispatch.
Once your order has been dispatched, the contracted courier will contact you directly to arrange a delivery window. If the proposed delivery time is not suitable, you may liaise directly with the courier to arrange an alternative.
In accordance with EU consumer rights, goods must be inspected upon receipt.
If your order arrives damaged, you must notify us within 48 hours of delivery by emailing info@artisanbymf.com, including clear photographs of:
-
the damaged item(s), and
-
the external and internal packaging received.
All items are insured during transit. Where damage is confirmed and reported within the stated timeframe, appropriate compensation will be provided.
Please note that failure to notify us within 48 hours may affect our ability to process a claim.
. Kindly read RETURN AND EXCHANGE POLICY. as well as DAMAGED ITEMS POLICY.
Feel free to email us on info@artisanbymf.com for an exact quote before you place your order.
​
RETURN AND EXCHANGE POLICY
In accordance with EU consumer protection legislation, you have the right to cancel or return your order within 14 days from the day you receive your goods, without giving any reason.
In addition, orders may be cancelled within 24 hours of placement, provided they have not yet been prepared or dispatched.
To exercise your right of withdrawal, you must notify us by email at info@artisanbymf.com within the applicable timeframe. Once you have notified us of your decision to cancel or return, you have a further 14 days to return the item(s).
A refund or credit note will be issued for the value of the returned item(s), provided the request is made within the stated period and the items are returned in their original, saleable condition.
Please Note the Following Exclusions
Refunds and/or credit notes cannot be accepted for:
-
bespoke items
-
pre-orders
-
customised or made-to-order items
These exclusions apply to both private customers and professional / retail buyers.
​
Professional & Retail Customers
We accept returns and refunds on standard items.
However, pre-order and customised items made specifically for you are non-returnable and non-refundable.
Refund Conditions
-
Original shipping and handling costs are non-refundable and will be deducted from any refund or credit note.
-
The cost of return shipping is the buyer’s responsibility.
-
We strongly recommend using a tracked and insured courier. We cannot be held responsible for loss or damage occurring during the return journey.
-
Refunds will not be issued if items are returned damaged or improperly packaged.
Returned items must:
-
be securely packed,
-
be returned in their original packaging, and
-
arrive back in saleable condition.
For table lamps, we kindly request that you use the original box. Please avoid over-packing the interior, as excess internal packaging may cause damage to lampshades during transit.
Once the returned order has been received and inspected, we will issue a refund or credit note accordingly.
​
Important Return Instructions
Please ensure that all returns include:
-
your full name
-
your order number
Failure to include these details may result in a delay in processing your refund or credit note.
Do not return any items before contacting us first.
Please email info@artisanbymf.com to receive return instructions.
​
Customs & Import Taxes
Buyers are responsible for any applicable customs duties and import taxes.
We are not responsible for delays caused by customs clearance. Please follow any communications from the courier to stay informed about your shipment status.
Damaged Items Policy
If your order arrives damaged or lost in transit, you must notify us within 48 hours of delivery by emailing info@artisanbymf.com.
Please include:
-
your full name
-
order number
-
clear photographs of the damaged item(s)
-
photographs of the external and internal packaging
All items are insured during transit. Where damage is confirmed and reported within the required timeframe, we will offer one of the following options:
-
a refund for the damaged item(s),
-
a replacement (subject to availability within the same collection and value), or
-
a store credit (with no expiry date).
Please note that failure to notify us within 48 hours may prevent us from processing a claim.
Refund processing for damaged items may take up to 30 working days, depending on insurance procedures.
​
Do not return damaged items before contacting us first.
Please write to info@artisanbymf.com for instructions.