Artedona Customer Service

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

Our bank account details are included in your order confirmation. We will send out your order after receipt of your payment and within our product-specific delivery times.

Cash on Delivery (within the EU only)

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

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.

Bank Debit (German bank accounts only)

We will debit your bank account on the day we ship your order. Please enter your account number and bank code in the data fields provided without spaces or special characters.

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.

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:

For these countries, no shipping costs will be charged for orders exceeding the above mentioned order totals.

USA:

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.

Further countries:

The shipping cost for shipments to the following countries is:

* 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.

** Spain: The shipping fee shown above does not apply to the Canary Islands, Melilla and Ceuta. For deliveries to these destinations we will be pleased to give you a quote.

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.

September 2012