We make every effort to check items before dispatch, however the suppliers do most of the quality control. Due to the nature of the products we sell, some of these products may become damaged or faulty in transit. If an item is delivered to the buyer damaged or faulty, AW Artisan S.L. will make every effort to resolve the matter fast and in accordance with the terms and conditions outlined on this page.
Please note, AW Artisan S.L. do not offer monetary or non-monetary compensation (i.e. in the form of goods or services) for the loss of potential sales due to damaged/ faulty/ missing/ incorrect items delivered or delays in delivery.
Due to the health and safety reasons, we do not accept returns of earrings, unless they are unopened, in original packaging and have never been used.
1. Item(s) damaged/ faulty on receipt.
Please inform us of any damages/ missing items/ faulty items within 3 business days from the receipt of your order. If an item is damaged on receipt, please contact us via the telephone, email or online chat to report the issue. Please quote your invoice number and the item code of the damaged item.
In most cases:
- We will request for a photograph of the item to be emailed to us (including the item code and the invoice number).
- We will not ask for the item(s) to be returned. We will credit the account for the value of the damaged item(s).
On occasion, we may request for the item(s) to be returned to us. In such cases we will provide you with a copy of a Returns Form for you to fill in and further instructions on how to return the item(s), which depend on the value/ size of the return.
Please note: credit, rather than refund or replacement will be offered for damaged/ faulty items. We do not, as a rule, send out credit notes.
2. Items missing from order.
If an item is missing from your order and it is not marked as 'out of stock' on your invoice, please contact us via the telephone, email or online chat stating your invoice number and the item code. Please make sure you report missing items within 3 business days from the delivery date of your order. We will credit the account for the value of the missing item(s). Please note: credit, rather than refund or replacement will be offered for missing items. We do not, as a rule, send out credit notes.
3. Items sent in error by AW Artisan
If you have received any items you have not ordered, please inform us of this as soon as possible. In most cases we will be able to arrange a collection for the items. If you have been charged for the items sent in error by AW Artisan, we will process a refund for the goods.
4. Items ordered in error by the Buyer
If you have ordered incorrect item(s) or too many items, please contact us to report this within 3 working days of the delivery date of your order. Please always quote your invoice number, the item code and quantity of the items you wish to return.
Once this is reported, we will send you a Returns Form to fill in and include with the returned items. Please note, we will not be able to credit the return postage for items ordered incorrectly or in error.
If the return is large, we can offer to book a collection for it for a fee of 9.95€ + VAT for Spain and Portugal (contact us for the rest of Europe)
On receipt and inspection of the returned goods we will issue a credit to your AW Artisan account. The original delivery cost will be deducted from the credit account.
If you wish to cancel your order, please inform us of this immediately via the telephone, email, chat system. We will confirm the cancellation with you in writing and refund the payment for the order. The refunded amount is credited back using the original payment method.
If you cancel your order after it had already been dispatched, but it is still on the way to its destination, we will contact the courier and stop the delivery, however we will deduct the carriage charge from the overall refund for the cancelled order.
If you wish to cancel the order after you have already received it, you have the right to do so within 7 days of the delivery date of the order. In such case, please contact us so that we can provide you with a Returns Form to fill in and include in the return. Please note, we will not reimburse the return postage charge or the initial delivery charge. We will request that you return the goods at your own cost.
If you wish to use our collection service, we will charge an additional 9.95€ + VAT for Spain and Portugal (Check other rate for Europe with AW Artisan).
Once the order is returned, we will refund your original method of payment less any postage charges incurred.
The goods should be unopened and in their original packaging.