Delivery and returns
Delivery and Returns Policy
1. Delivery
1.1. We process orders worldwide , and shipments are organized from our headquarters in Krakow (Poland) .
1.2. The order processing time is usually 5–10 working days (counted from the moment of receipt of payment), unless otherwise indicated for the product.
1.3. Shipments are made via reputable courier companies. The cost of delivery is given in the basket when placing the order.
1.4. The paintings are carefully secured for transport, packed in dedicated protective cardboard boxes or crates (in the case of larger formats).
1.5. For shipments outside the European Union, customs duties and import taxes are not included in the order price. The customer is obliged to pay them according to the rates applicable in the country of delivery.
1.6. The customer is obliged to check the shipment in the presence of the courier. In the event of damage, a damage report should be written and our team should be contacted immediately.
2. Returns
2.1. Pursuant to the Consumer Rights Act, a customer who is a consumer has the right to withdraw from a distance contract within 14 calendar days from the date of receipt of the shipment – without giving any reason .
2.2. To exercise the right to withdraw from the contract, you must inform us of your decision by e-mail: info@artme-store.com and return the product to the address provided in the return message.
2.3. The returned product must be intact , without signs of use, in its original packaging or appropriately secured for transport.
2.4. The customer bears the cost of return. We do not accept cash on delivery.
2.5. The refund for the product (including the original shipping costs in the cheapest option offered) will be made within 14 days of receipt of the shipment and positive verification of its condition.
3. Personalised products
3.1. In the case of products created to individual order or personalized (e.g. pictures with a dedicated frame, size or special finish), the right to withdraw from the contract does not apply , in accordance with Article 38 of the Consumer Rights Act.
4. Complaints
4.1. If the product has manufacturing defects or does not comply with the order, the customer has the right to file a complaint within 2 years from the date of purchase.
4.2. In the event of a accepted complaint, the customer may request repair, replacement of the goods or a refund.
4.3. Complaints should be reported via email to: info@artme-store.com, attaching a description of the problem and photos of the damage.