Help

Where is the notepad?

The function "notepad" is currently being revised and will be available soon.

How do I change my personal details?

Simply click on My Account, which can be found at the top of every page on the website, then select Personal Information.

How do I unsubscribe from your mailing list?

If you no longer wish to receive details of our special offers and promotions, simply send an email to [email protected] confirming that you wish to be removed from the mailing list. We do occasionally make our mailing list available to other carefully selected organisations whose products and services may be of interest to you. In these instances, under no circumstances do we pass on email addresses or telephone numbers. If you prefer not to be included in such mailings, please write to Artigiano, PO Box 75661, London, WC1A 9PU

How can I contact you?

If you have any questions about your order, please call: 0344 482 8888, Monday to Friday 9am and 5.30pm, excluding Bank holidays and weekends. (Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary.)

To place a new order, please call: 0844 482 2345, Mon – Sun 8am – 8pm, incl. bank holidays. (Calls to 0844 numbers cost 7p per minute plus your telephone company's access charge. We regret our operators are unable to deal with enquiries on this number.)

All calls may be monitored and recorded for training purposes.

By Email: [email protected]

By post: Artigiano, PO Box 75661, London WC1A 9PU

What is your returns policy?

We guarantee to refund any item that does not meet with your complete satisfaction. If you are not completely satisfied you can return any item for a full refund. All we ask is that the goods are returned to us within 14 days, are unworn, in their original packaging and complete with tickets and labels intact and attached. A free Royal Mail returns label will be included in your parcel. Please do not give the parcel back to the courier, but follow the process and address your parcel correctly. We advise you to obtain and retain a proof of postage for the unlikely event of a lost parcel.

If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item or deduct up to 25% of the original selling price from the refund amount. Please allow up to 28 days for a return to be credited on your account. When we receive the goods we will reimburse you within 14 days via the payment method used for the original transaction.

If you would like to exchange an item, you may place a new order with new payment.

How do I get the refund for a returned item?

Please allow 21-28 days for the return to be credited on your account. Once we receive the goods in our warehouse we will reimburse you within 14 days via the payment method used for the original transaction. If you would like to exchange an item, you may place a new order with new payment.

How can I cancel my order?

To cancel an order or parts of it, you may contact the customer service or log on to “My account” and cancel the item.

How do I exchange an item?

To exchange an item for a different size or colour, simply return the item and place a new order for the desired size or colour of the item. You will receive a refund for the returned item and we will ask you for a new payment when you place the new order.

What are the shipping charges?

The shipping charges are £5.99 per order.

Can I order an item which is not in stock?

Although we do our very best to predict demand for the items featured in our collections, unfortunately we are not able to ensure permanent availability for every item. All orders are subject to availability. Receipt of an order via our website and emailed confirmation to our customer of receipt of an order do not constitute acceptance or guarantee fulfilment of an order. If an item is flagged as ‘Low Stock’ it can still be added to your shopping bag and we will notify you should we not be able to fulfil your order. If an item is shown with a ‘No. of Weeks Wait’ or a ‘due date’ you can still add it to your shopping bag in order to reserve, it in your chosen colour and size. The item will then be despatched to you as soon as it arrives at our warehouse.

How long will it take for my order to reach me?

We despatch all items as soon as they are available so parcels may arrive separately. In stock items are delivered on average within 10 working days. During busy periods delivery times maybe extended. If we have your email address we will email you to keep you informed every step of the way with order confirmation, despatch, tracking and delivery details. Please let us know from the options provided, if there is a safe place we can leave your order if you’re not at home when we deliver.

How do I log on to MyAccount?

If you are placing an order with us for the first time, you can register online after the “Checkout” on “I am new here”. Enter your e-mail address and your personal data and choose a password. With this e-mail address and password you will be able to log into the “My account” section in the future.

What do I do if I have a problem with my password? If you cannot log in, please check whether your e-mail address is spelled correctly or whether you have ordered from us with this e-mail address before. If you are still unable to log in, simply request a new password by clicking “Forgot password”. You will receive the link to assign a new password by e-mail (please also check your spam folder if necessary).

If you have not yet placed an order with a password, for technical reasons the “My Account” area can only be used after your next online purchase.

Where can I find my customer number?

Your customer number is indicated on the top at any invoice or way bill. You can also find it on the order form of the catalogue. Please be aware that your customer number has changed as of 1st of July 2017. If you cannot find your new customer number, please contact the customer service.

Why should I register for an account?

By signing up with Artigiano you will benefit from:

• Previews of up-coming products mailed to you in advance of general release.

• Special offers exclusive to customers who have signed up to email services.

• Cut down on time spent filling in forms as we store your address details.

• Record of your order history.

• Special offers specifically for you.

How do I know it is safe for me to order online?

Security is a priority for us and shopping online with Artigiano is safe; we take the utmost care to ensure your personal details remain private. When you enter the sign-in process, checkout process, or account management area, you are taken through our secure server. Our secure server encrypts all of your personal information including your credit/debit card number, account number, name and address, and all other personal information, so that it cannot be accessed or read as the information travels over the Internet. We use a secure socket layer (SSL) “pipeline” so your data is transmitted directly from your computer to our secure server. SSL is the industry standard security technology used by Microsoft, Netscape, and leading Internet commerce companies it's one of the most advanced security measures available. You can therefore remain assured that shopping with us online is safe and secure.

How can I be sure that you have received my order?

If you place your order online, you will receive an order confirmation to the e-mail address which you have indicated during the order process.

Can I have my order sent to a different address?

When you place your first order with us, for security reasons and to protect you from fraud we can only despatch it to your credit or debit card billing address. On your second and subsequent orders we are happy to despatch to alternative addresses.

Can I order from overseas and do you deliver outside of the UK?

We are very sorry but currently we only have the facility to deliver to UK postcodes and cannot deliver to the Republic of Ireland or anywhere else outside the UK.