FREQUENTLY ASKED QUESTIONS



 

ACCOUNT DETAILS

What do I do if I have forgotten my password?

When you log in we ask you to enter your password for security. If you have forgotten your password select the Forgotten Password option on the Sign In page, we will email you a new password immediately. You may then log in and change your password, using My Account, to one that you can easily remember. Please note, we will send the new password to the email address that you have provided as your communication email address - this may be different to the Login email address which cannot be changed once it has been used to register.

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 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 customercare@artigiano.co.uk confirming that you wish to be removed from the emailing list. Please make sure that you send the request from the email address that you want to unsubscribe. We do occasionally make our mailing list available to other carefully selected organisations whose products and services may be of interest to you.
If you prefer not to be included in such mailings, please write to Artigiano, PO box 41 26 Chippenham, SN15 9JH

 

DELIVERY INFORMATION
 

No matter how many items you order, our standard delivery is just £5.95 to the UK Mainland for orders made online, by phone or post.

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 4-6 working days. During busy periods delivery times maybe extended. 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.

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.

What happens if I am not at home when your courier calls?

Please let us know if there is a safe place we can leave your order if you’re not at home when we deliver.

 

CONTACT US

We know how really important it is for you to be able to contact us, so we've tried to make it as easy as possible. We've given you several options, so you can choose when and how you wish to get in touch.

Contact us by Telephone

Enquiry Line - 0344 482 8888 * If you have any questions about your order, please call this number between the hours of 9.00am and 5.30pm Monday to Friday, excluding bank holidays and weekends. Order Line - 0844 482 2345 * (Mon – Sun 8am – 10pm, 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. Before calling, make a note of your order details, have your credit card number and expiry date and card security number handy and quote the reference number printed either on the back of your catalogue or say you are ordering via the website. *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. All calls may be monitored and recorded for training purposes.

Contact us by Email

Click to Contact

Contact us by Post

You may wish to send your enquiry or order to us via the post. In either case, the address is as shown below. If you are placing an order, simply print out your completed order form and enclose your credit card details, postal order or cheque made payable to Artigiano: Artigiano, PO box 41 26, Chippenham, SN15 9JH

 

MISSING ORDERS

What should I do if my order hasn't arrived in full after 21 days?

If we are unable to deliver a product within a maximum of 21 days, then you will be notified by email or by post. If you have not received your order and are concerned that it has gone missing then please contact us giving full details of your name, account number and the items ordered, either by email at customercare@artigiano.co.uk or by phone on 0344 482 8888.

Will I get a refund if my order goes missing?

Once we have investigated the details of your missing parcel, any refunds payable will be credited back to your credit or debit card.

*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. Charges to 0844 numbers cost 7p per minute plus your telephone company's access charge. All calls may be monitored and recorded for training purposes.

 

PAYING FOR YOUR ORDER

We currently accept the following methods of online payment:


Is online payment the only way to pay?

If you wish to place your order online payment must be made by credit card or PayPal. If you choose to pay via PayPal all orders will be charged at the point of submitting your order.

However, if you prefer, you can also place an order by any of the following methods:
By Phone - 0844 482 2345 (Mon – Sun 8am – 10pm incl. bank holidays)
Before calling our order-line, please make a note of your order details, have your credit card number and expiry date handy and be ready to quote the reference number printed on your catalogue. If you are not ordering directly from our catalogue, simply confirm that you are ordering from our web site. We regret that our order-line operators do not hold details of our customers' orders. We cannot therefore deal with any enquiries on this number.

By Post
If you would like to send your order by post, simply complete the order form found in your catalogue and send it to the address below. Please include your credit card details, postal order or cheque made payable to Artigiano and send it to: Artigiano, PO box 41 26, Chippenham, SN15 9JH

PLACING AN ORDER
 

Adding items to your shopping bag

There are several ways to find the product you are interested in, simply browse through our categories, search for item by keyword or item number. Once you have found the product you want simply click the 'Add to Basket' button on the product details page.

Browsing through our ranges

It is quick and easy to find just what you are looking for by browsing through our categories. All of the items in the current catalogue, plus many more, can be seen by browsing through the categories near the top of each page, just below the website name. Keep selecting the category or sub-category that interests you most until you reach a page which displays pictures of items in your chosen category. You can filter the view of the displayed products by using the Sort function found at the top and of each page just near the products. The number of items in the list will be shown in the top left corner of the page and you can scroll through the pages in the list using the arrow buttons in that corner. When you find an item you like, click on it for more details.

How do I use the search option?

The search facility can be found at the top of every page of the site, and allows you to search for an item using a keyword or item number. An item number can be found when you are looking at an item on the website or in the catalogue. Simply type the number into the box and click search. A page showing all the details of your item should be displayed. If you are told your item number is incorrect, check that you have typed in all correctly. If you still cannot find the item, you could try a keyword search instead or browsing the categories found below the website name on every page of the website.
When searching for items using keywords, use words which are likely to be in the name or description of the item. If your search finds some appropriate items their pictures will be displayed for you to browse through. The number of items in the list will be shown in the top left corner of the page and you can scroll through the pages in the list using the arrow buttons in that corner. When you find an item you like, click on it for more details.

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

Artigiano website specialises in products at the leading-edge of technology. We expect to deliver most items within 4 - 6 days. We do however ask you to allow 14-21 days for delivery.

Do I receive any confirmation once I have placed my order?

Yes, we will send you an email confirming that we have received your order within 24 hours. Please keep this safe as it includes information you will need should you wish to return your order.

If I'm ordering several items will they arrive at the same time?

Some items may arrive separately. Your order may arrive in separate packages and on separate dates. If you have paid by Credit/Debit card we will charge your card when an item is invoiced and dispatched.

What should I do if my order hasn't arrived in full after 21 days?

If we are unable to deliver a product within a maximum of 21 days, then you will be notified by email or by post. Fortunately, delays on this scale are rare, but in such cases we will provide you with our best estimate of the delay in delivery.

 

RETURNS POLICY
 

What is your returns policy for Artigiano?

We hope you will be delighted with your Artigiano purchase. We guarantee to replace or refund any item that does not meet with your complete satisfaction. A free returns label will be included in your parcel. If you are not completely satisfied you can return any item for an exchange or a refund of the purchase price. All we ask is that the goods are returned to us within 14 days, are unworn, if possible in their original packaging and complete with tickets and labels intact and attached. If the new item costs less we will reimburse you with the difference, if the new item costs more additional payment will be required. We advise you to obtain and retain a proof of postage for the unlikely event of a lost parcel. Our home approval period is for 14 days and returns outside this period are not in accordance with our returns policy and may not be accepted for refund. Our home approval and returns policy does not affect or amend your statutory rights.

Returned parcels remain the customer's responsibility until safely received by us. Additional parcel insurance is recommended when returning goods valued at over £30.

Please allow up to 2 weeks (3 weeks during sale periods) once you have returned your parcel for the return to be credited. If a return was originally purchased with a gift voucher, we can only offer a credit to your Artigiano account as reimbursement. Where items are bought as gifts and subsequently returned, the refund can only be given to the original payer.

Please send your parcel securely wrapped to: Artigiano Returns 1 Knight Road Rochester ME2 2EE.

Our home approval and returns policy does not affect or amend your statutory rights.

How to Return or Exchange an Item

We hope you will be delighted with your Artigiano purchase. If you are not completely satisfied you can return any non-sale item free of charge within 14 days of receipt of the goods for an exchange or a full refund of the purchase price. A free returns label will be included in your parcel. The goods must be unworn, if possible in their original packaging and complete with tickets and labels intact and attached . Our home approval period is for 14 days and returns outside of this period are not in accordance with our returns policy may not be accepted for refund. There is no additional postage and packaging charge for exchange orders
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PROMOTIONS & SPECIAL OFFERS
 

How do I use an offer code that I have received?

When you are at the checkout stage of making your order you will see an empty box titled Promotion code, please insert your code here to receive any discount or free gift for which you may qualify. If you have received a copy of our catalogue, please enter the offer code that appears on the catalogue order form.

Can I use more than one promotion code?

No, only one promotion code can be used at any one time. However, you may save any more promotion codes you have to use on subsequent orders as long as the promotion code is still valid.

 

USING THE WEBSITE

What is my username?

This is the Login name that you created when you first registered with our website - it will be the email address that you used to register. Please note, if you have told us of a change to your email address since you first registered this will not have changed your Login email address.

I am having difficulty using the website - what should I do?

If we have not addressed your problems in the Frequently Asked Questions sections of our sites, please contact us on 0344 482 8888* by phone or email customercare@artigiano.co.uk.

What are cookies?

Cookies are short pieces of data that are sent to your computer when you visit a website. On later visits, this data is then returned to that website. Examples of data collected by cookies includes your name and email address. Cookies allow us to recognise you automatically whenever you visit our site so that we can personalise your experience and provide you with better service. We also use cookies (and similar browser data, such as Flash cookies) for fraud prevention and other purposes. If your web browser is set to refuse cookies from our website, you will not be able to complete a purchase or take advantage of certain features of our website, such as storing items in your Shopping Basket or Wishlist or receiving personalised offers and recommendations. As a result, we strongly encourage you to configure your web browser to accept cookies from our website.

What is your privacy and security policy?

The information we learn from you, either from information you give us, automatic information we have gathered from cookies or email activity or information we have gathered from other sources helps us personalise and continually improve your shopping experience at Artigiano. Artigiano respects the privacy of visitors to our sites and strives to provide you with an enjoyable, secure, and personalised experience. Our sites use cookies, allowing us to identify users and personalise the site whenever possible. The cookies store small pieces of information about visitors, such as names and email addresses. This means that on future visits to our site, we can identify past visitors and welcome them back. In addition, you have the opportunity to register on our site and store address information, facilitating future shopping experiences by making this information easily available. We aim to enhance your shopping experience whenever possible, so please contact us with any concerns or questions at customercare@artigiano.co.uk or Artigiano, PO box 41 26 Chippenham, SN15 9JH.

We do occasionally make our mailing list available to other carefully selected organisations whose products and services may be of interest to you. If you prefer not to be included in such mailings, please write to Artigiano, PO box 41 26 Chippenham, SN15 9JH

 

SECURITY

What is the credit card security valuation or CV2 number?

This is a 3 digit security number which can found on the back of your credit or debit card. Please only use the last 3 digits of the security number.

*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.