Inquiries and special requests

For your inquiries and special requests please call our customer service team at +49 (89) 45 69 20 66. Or send us an e-mail to service@artedona.com.

How to order

By Internet: Our complete and up-to-date product collection is available for you at www.artedona.com

By telephone: +49 (89) 45 69 20 - 66

By fax: +49 (89) 45 69 20 - 77

By mail: Artedona AG, Gut Keferloh 1 a , 85630 Grasbrunn / Munich, Germany

Payment methods

Credit Card

We will charge the invoice amount to your credit card on the day we ship your order. We accept MasterCard, VISA and American Express. During check-out you may be required to enter your MasterCard SecureCode or your Verified by VISA code.

Prepayment

We kindly ask you to transfer the sum total of your order to our bank account. After receipt of your payment we will send out your order within our product-specific delivery times. The total amount to be paid as well as our bank details are shown in your order confirmation. You can also find our bank details at the end of the topic "Payment Methods".

Cash on Delivery (within the EU only)

You will pay the invoice amount in cash upon delivery of your order. The COD surcharge is:

In Germany:UPS charges 0.3% of the order value but not less than € 8.33 inkl. VAT.
DHL charges € 4.28 plus € 2.00 upon delivery at the door.
Other EU countries:UPS charges 1% of the order value but not less than € 19.64 incl. VAT

Invoice

If you are already a customer, you will also be able to pay by bank transfer within 14 days after receipt of the merchandise.

SEPA Direct Debit (only for consumers and for bank accounts in Germany)

Your bank account will be debited one business day after the shipping date of your order and after having pre-notified you of the due date within the period prescribed. Please enter your account number (IBAN) in the data field provided.

Phone

If you do not want to transmit your credit card or bank details over the Internet, please select "Payment details via telephone". We will be happy to call you.

Our bank account details

For money transfers in EURO, British Pound or US Dollar:
Bank: Deutsche Bank PGK AG, Munich
Account owner: Artedona AG
IBAN: DE93700700240503173700
BIC: DEUTDEDBMUC

For money transfers in Swiss Franc:
Bank: Credit Suisse Zurich / Werdmuehleplatz
Account owner: Artedona AG
IBAN: CH3504835068144291000
BIC: CRESCHZZ80A

Prices and currencies

For EU-countries and Switzerland, the prices include VAT at the rate required by law. For Great Britain and Norway, British and Norwegian VAT, respectively will be added to the net prices. For Switzerland and Norway, the prices include all customs handling fees and customs duties.

You can order and pay with the following currencies: Euro, Swiss Franc, British Pound, US Dollar. With one mouse-click you can change the price display to your preferred currency.

Shipping costs

Depending on the country of destination, we charge per recipient.

Europe - EU

Country of destinationOrder total up toShipping costsOther costsDelivery by
Germany Free shipping-UPS or DHL
Austria
Benelux
Czech Republic
€ 60.00€ 7.50-UPS
Great BritainGBP 150.00GBP 8.00-UPS
Croatia
Denmark
Finland
France, Monaco
Italy
Poland
Slovenia
Sweden
€ 15.00-UPS
Bulgaria
Estonia
Greece
Hungary
Ireland
Latvia
Lithuania
Portugal
Romania
Slovakia
Spain - Mainland and Balearic Islands
€ 18.00-UPS
Malta
Cyprus (EU)
€ 18.00-DHL

Europa - EU Special Territories

Country of destinationOrder total up toShipping costsOther costsDelivery by
Gibraltar € 25.00plus customs handling costs and customs dutiesUPS
Channel Islands GBP 16.00-DHL
Isle of Man GBP 16.00-DHL
Spain - Canary Islands, Melilla, Ceuta€ 18.00plus IGIC and customs handling costsDHL

Europa - Non-EU

Country of destinationOrder total up toShipping costsOther costsDelivery by
Switzerland
Liechtenstein
CHF 150.00CHF 9.00incl. sales taxes and customs handling costsUPS
Island € 45.00plus sales taxes and customs handling costsDHL
Montenegro € 45.00plus sales taxes, customs handling costs and customs dutiesDHL
Norway € 25.00plus sales taxes and customs handling costsUPS
Russia € 45.00plus sales taxes, customs handling costs and customs dutiesDHL
Ukraine € 45.00plus sales taxes, customs handling costs and customs dutiesDHL

North America

Country of destinationShipping costsOther costsDelivery by
BermudaUS$ 95.00plus sales taxes, customs handling costs and customs dutiesUPS
CanadaUS$ 35.00plus sales taxes, customs handlings costs and customs dutiesUPS
USAUS$ 35.00incl. customs handling costs and US customs dutiesUPS

For the destination USA, we show all-inclusive product prices on our website, which include customs handling costs and US customs duties. For shipping, we only charge a flat shipping cost contribution of US$ 35. You should not incur any further costs for your shipment. We reserve the right to increase your shipping cost contribution for extra heavy or bulky shipments. In such an event, we would contact you as soon as possible after receipt of your order.

Caribbean

Country of destinationShipping costsOther costsDelivery by
Bahamas
Barbados
British Virgin Islands
Cayman Islands
Guadeloupe
Puerto Rico
Sint Maarten
US Virgin Islands
US$ 95.00plus sales taxes, customs handling costs and customs dutiesUPS

South America

Country of destinationShipping costsOther costsDelivery by
BrasilUS$ 95.00plus sales taxes, customs handling costs and customs dutiesDHL
ChileUS$ 95.00plus sales taxes, customs handling costs and customs dutiesDHL

Middle East

Country of destinationShipping costsOther costsDelivery by
BahrainUS$ 150.00plus sales taxes, customs handling costs and customs dutiesUPS
Israel€ 75.00plus sales taxes, customs handling costs and customs dutiesDHL
JordanUSD 95.00plus sales taxes, customs handling costs and customs dutiesDHL
KuwaitUS$ 150.00plus sales taxes, customs handling costs and customs dutiesUPS
Lebanon€ 75.00plus sales taxes, customs handling costs and customs dutiesDHL
OmanUS$ 150.00plus sales taxes, customs handling costs and customs dutiesUPS
QatarUS$ 150.00plus sales taxes, customs handling costs and customs dutiesUPS
Saudi ArabiaUS$ 150.00plus sales taxes, customs handling costs and customs dutiesUPS
Turkey€ 45.00plus sales taxes, customs handling costs and customs dutiesDHL
U.A.E.US$ 150.00plus sales taxes, customs handling costs and customs dutiesUPS

Africa

Country of destinationShipping costsOther costsDelivery by
South Africa€ 75.00plus sales taxes, customs handling costs and customs dutiesDHL

Australia and Asia-Pacific

Country of destinationShipping costsOther costsDelivery by
AustraliaAU$ 49.00plus sales taxes, customs handling costs and customs dutiesDHL
China€ 80.00plus sales taxes, customs handling costs and customs dutiesUPS
Hong Kong€ 80.00plus sales taxes, customs handling costs and customs dutiesUPS
India€ 80.00plus sales taxes, customs handling costs and customs dutiesUPS
Indonesia€ 80.00plus sales taxes, customs handling costs and customs dutiesDHL
Japan€ 80.00plus sales taxes, customs handling costs and customs dutiesUPS
Korea€ 80.00plus sales taxes, customs handling costs and customs dutiesDHL
Macau€ 80.00plus sales taxes, customs handling costs and customs dutiesUPS
Malaysia€ 80.00plus sales taxes, customs handling costs and customs dutiesDHL
New ZealandUS$ 45.00plus sales taxes, customs handling costs and customs dutiesDHL
Singapore€ 80.00plus sales taxes, customs handling costs and customs dutiesUPS
Taiwan€ 80.00plus sales taxes, customs handling costs and customs dutiesUPS
Thailand€ 80.00plus sales taxes, customs handling costs and customs dutiesUPS
VietnamUS$ 95.00plus sales taxes, customs handling costs and customs dutiesDHL

General information

For extra heavy and bulky products we charge a higher shipping cost contribution. In such cases, we will contact you with a quote of the shipping cost you will have to pay. You can then decide whether you would like to proceed with your order or not.

Except for deliveries to the US, import sales taxes and customs duties arising in the country of destination will be billed separately. Different customs duty rates apply depending on the type of product you order. After we have received your order, we will inform you of the applicable customs duty rate for the chosen products. You can then give us your final confirmation of the order.

All other countries

Please contact us via service@artedona.com if you would like to know the shipping cost to a country not mentioned in our list of destination countries.

Delivery time

Many products are available for immediate shipment. Shipments to both European and overseas destinations can be delivered within two to four working days, subject to customs clearance. However, owing to the exclusive nature of our collection, the delivery times depend on the product concerned. The delivery time for each product is shown on our website. For customized orders, please understand that the delivery time can be longer. We will send you a shipping confirmation by e-mail on the day we ship the products.

We ship our appropriately packaged products primarily with UPS (United Parcel Service). We also ship with DHL to certain countries and upon request.

Gift service

We are happy to gift wrap the items you order and to add a personal greeting card before delivering your present directly to the recipient of your choice. In the shopping bag you can tick the items to be gift wrapped and you can also type in your personal greeting card message. A dash next to an item means that the product cannot be gift wrapped due to its size or original packaging.

Our gift wrapping service is free of charge for up to three items from your order. For further items we will charge EUR 3.00 per gift wrapping (or the equivalent thereof in your currency) incl. VAT if applicable.

Dinnerware sets and drinking glasses cannot always be gift wrapped. This has to do with the original packaging of the manufacturer, the number of pieces ordered and the optimal packaging for a break-proof shipment. Please contact us with any questions you may have.

Product samples

For important purchasing decisions, we can send you product samples at no cost to you. This service is particularly helpful when you want to purchase, for example, a new dinneware set or flatware. Just call us at +49 (89) 45 69 20 66 or send us an e-mail to service@artedona.com.

Returns & exchanges

High quality is a principal hallmark of the goods in our collection. Nevertheless, should you ever be dissatisfied with a product or service, we will endeavor to solve the problem in a straightforward and uncomplicated fashion. As a retail customer you may return unused and undamaged goods to us in accordance with our Terms and Conditions. Custom-made products are the only exception. Please return the products with the original boxes of the respective brand or manufacturer.

We kindly ask you to notify us of your return request by telephone or e-mail. If you are based in the EU, we will send you a DHL Returns Slip by e-mail or by post. For returns from Overseas addresses, we will inform you of the returns procedure applicable for your country.

If you have already paid for the item, you will receive a refund. We will also refund shipping costs that may have been paid for shipments within the EU, to Switzerland and to Norway.

If you have paid by credit card, we will refund the purchase price to your credit card.

In the case of pre-payment, direct debit and bank transfers, we will transfer the money back to your bank account.

Transport and other damages

After receiving your order, please check without delay that all the items listed on the delivery note are included and that nothing has been damaged during transport. Should there be any discrepancies or damaged items in your order, please contact our service team immediately, either via "Contact" on our Internet page or by sending an e-mail to service@artedona.com. You can also phone us directly at +49 (89) 45 69 20-66.

We will replace damaged goods at the earliest possible convenience. We will cover the cost of returning goods and exchanging them.

In very rare cases a package may get damaged during transport. Therefore, please check upon delivery of your order, if the covering box is severely damaged. In this unlikely event please inform us as soon as possible and please keep the damaged box. The damaged box serves as proof to substantiate transport damage claims against the shipper. We will take care of collecting the box and the damaged goods at your address and at our cost.

Login and password

You do not need to login to place an order on our website. We give you the option on our website to create a customer account with your e-mail address and password. With a customer account, you can access your billing and shipping addresses from previous orders so that you do not have to enter such details again.

Data protection and security

The security of your data is essential to us. Using the SSL (Secure Socket Layer) protocol your data is encrypted and then transmitted to our secure server. Our server is protected by a Firewall. We do not store any credit card details and bank account information. Such payment details are exclusively stored on the secure server of our payment service provider, TeleCash GmbH & Co. KG.

Artedona has a 256-Bit SSL certificate that uses the secure SSL data transfer method to process customer data. For more information about our SSL certificate, call up the details regarding the security settings in your browser.

Your session will automatically switch to a secure mode as soon as you proceed to checkout after having reviewed your shopping bag . All data will be transferred in an encrypted fashion. Furthermore, your session will switch to secure mode as soon as you login to your account.

How to best view our site

Browser compatibility

Our website has been optimized for all common web browsers in their latest versions. When using Microsoft Internet Explorer, version 8 or higher should be installed. For Firefox, version 3 or higher is strongly recommended. Our website requires JavaScript to be activated. To view our printed catalogue online ("Browse catalogue" functionality) you will need the Flashplayer-plugin from Adobe. This plugin is currently not supported by Apple's mobile devices (like iPad and iPhone).

Screen resolution

We recommend a screen width of at least 1024 pixels for best display.

Technical suport

If you are experiencing any problems, please do not hesitate to contact us at service@artedona.com, or phone us at +49 (89) 45 69 20 66. Our customer service team will be glad to assist you.

June 2013

Buhpot