Buhpot

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. American Express is not available for payments in Swiss Francs or Australian Dollar. For all three types of credit cards, we apply the password based 3D Secure protocol during the payment process.

PayPal

We will charge the invoice amount to your PayPal account on the day we ship your order.

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 Germany, Switzerland and Austria 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 € 9.40 inkl. VAT.
DHL charges € 4.28 plus € 2.00 upon delivery at the door.
In Austria and Switzerland:UPS charges 1% of the order value but not less than € 22.20 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, US Dollar or Australian 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, and Australian Dollar.

Shipping costs

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

Europe - EU

Country of destinationShipping costsDelivery (time)
Germanyfree shippingUPS or DHL: 1-2 working days
Benelux
Austria
Czech Republic
€ 7.50 until € 60 order value
free shipping starting at € 60 order value
UPS: 1 - 2 working days
Great BritainGBP 8 until GBP 150 order value
free shipping starting at GBP 150 order value
UPS: 2 working days
France and Monaco
Italy
Denmark
Finland
Sweden
Croatia
Poland
Slovakia
Slovenia
€ 12 until € 200 order value
free shipping starting at € 200 order value
UPS: 2 working days
Greece€ 15 until € 200 order value
free shipping starting at € 200 order value
UPS: 4 - 5 working days
Portugal
Spain - Mainland
Estonia
Hungary
€ 15 until € 200 order value
free shipping starting at € 200 order value
UPS: 2 working days
Ireland
Bulgaria
€ 15 until € 200 order value
free shipping starting at € 200 order value
UPS: 3 working days
Romania€ 15 until € 200 order value
free shipping starting at € 200 order value
UPS: 3 - 4 working days
Latvia
Lithuania
€ 15 until € 200 order value
free shipping starting at € 200 order value
UPS: 4 working days
Malta€ 60UPS Express: 1 working day
Cyprus (EU)€ 60UPS Express: 2 working days

Europa - EU Special Territories

Country of destinationShipping costsDelivery (time)
Aland€ 25UPS: 4 working days
Gibraltar€ 60 plus customs handling costs and customs dutiesUPS Express: 3 working days
Isle of ManGBP 8 until GBP 150 (incl. VAT)
free shipping starting at GBP 150
UPS: 3 working days
Channel IslandsGBP 16UPS: 4 working days
Spain - Canary Islands, Melilla, Ceuta€ 18 plus IGIC and customs handling costsDHL/Spanish Post: 4 working days

Europa - Non-EU

Country of destinationShipping costsDelivery (time)
Switzerland
Liechtenstein
CHF 9 until CHF 150
incl. sales taxes and customs handling costs
UPS: 2 working days
Norway€ 15 plus sales taxes and customs handling costsUPS: 3 - 4 working days
Island€ 25 plus sales taxes and customs handling costsUPS: 2 working days
Russia
Montenegro
€ 45 plus sales taxes and customs handling costsUPS Express: 3 working days
Ukraine€ 45 plus sales taxes and customs handling costsUPS Express: 4 working days

North America

Country of destinationShipping costsDelivery (time)
USAUS$ 35 incl. customs handling costs and US customs duties. You may be subject to use tax.UPS Express: 2 - 3 working days
CanadaUS$ 35 plus sales taxes and customs handling costsUPS Express: 2 - 3 working days
BermudaUS$ 95 plus sales taxes and customs handling costsUPS Express: 3 working days

Caribbean

Country of destinationShipping costsDelivery (time)
US Virgin Islands
Bahamas
Barbados
British Virgin Islands
Guadeloupe
Cayman Islands
Puerto Rico
Sint Maarten
US$ 95 plus sales taxes and customs handling costsUPS Express: 3 working days

South America

Country of destinationShipping costsDelivery (time)
BrasilUS$ 95 plus sales taxes and customs handling costsUPS Express: 2 - 3 working days
ChileUS$ 95 plus sales taxes and customs handling costsUPS Express: 3 working days

Middle East

Country of destinationShipping costsDelivery (time)
Turkey€ 45 plus sales taxes and customs handling costsDHL / Lokale Post: 7 working days
IsraelUS$ 45 plus sales taxes and customs handling costsUPS Express: 2 working days
Bahrain
Qatar
Kuwait
Oman
Saudi-Arabia
U.A.E.
Jordan
US$ 150 plus sales taxes and customs handling costsUPS Express: 2 - 3 working days
Lebanon€ 95 plus sales taxes and customs handling costsUPS Express: 2 - 3 working days

Africa

Country of destinationShipping costsDelivery (time)
South Africa€ 95 plus sales taxes and customs handling costsUPS Express: 3 working days

Australia and Asia-Pacific

Country of destinationShipping costsDelivery (time)
AustraliaAU$ 49 plus sales taxes and customs handling costsUPS Express: 2 - 4 working days
New ZealandUS$ 45 plus sales taxes and customs handling costsUPS Expres: 4 working days
India€ 45 plus sales taxes and customs handling costsUPS Express: 2 - 3 working days
Japan€ 45 plus sales taxes and customs handling costsUPS Express: 3 working days
China€ 45 plus sales taxes and customs handling costsUPS Express: 2 - 3 working days
Hong Kong€ 45 plus sales taxes and customs handling costsUPS Express: 2 working days
Singapore
Taiwan
Thailand
€ 45 plus sales taxes and customs handling costsUPS Express: 2 - 3 working days
Indonesia
Korea
Malaysia
€ 60 plus sales taxes and customs handling costsUPS Express: 2 - 3 working days
Macau€ 60 plus sales taxes and customs handling costsUPS Express: 3 working days
VietnamUS$ 150 plus sales taxes and customs handling costsUPS Express: 4 working days

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.



April 2017

Buhpot