Terms and Conditions
Terms and conditions for business to business sale of goods by AW Artisan S.L.
1. General Statement
These terms and conditions of sale ("Conditions") apply to all Goods supplied by AW Artisan S.L. ("Company") whose principal place of business is at: 40 - 42 Castelao Street, 29004 Málaga, Spain.
"WE", "US" or “OUR” means AW Artisan S.L.
"BUYER/ YOU/ YOUR" means the person whose order for the Goods is accepted by us. We accept orders placed by: telephone, website (www.awartisan.eu), email and through our showroom.
"GOODS" means the goods (including any instalment of the goods), which we supply in accordance with these Conditions.
The Terms and Conditions, as well as the Returns Policy, apply to all orders placed with AW Artisan S.L. . This includes, but is not limited to orders placed via: the website, mail, catalogue, fax, telephone, email, showroom. By ordering from AW Artisan S.L. , you declare, that the order is placed for resale and/or business use. We do not have any retail outlets; therefore we do not supply general public customers.
By using and accessing the website you agree to be bound by company's Terms and Conditions, as well as the Returns Policy and all applicable law. You consented to these Terms the first time you accessed this website from a particular computer or device, and confirm your consent each time you use this website.
If you do not have the authority to agree to or accept company's Terms and Conditions, you may not use or access this website.
Product Use/ Cosmetic Use/ General Advice
We make every reasonable effort to ensure that the information on this website is accurate and up-to-date. The material here is intended to provide general information and users are advised to seek further legal/ medical/ cosmetic use guidance before acting or relying on the contents. We disclaim all liability for loss and/or damage that may result from the use of information contained on this site.
All of our products intended for cosmetic use are certified and tested as required by law, and ingredients for any of these items are available via the website and upon request. AW Artisan S.L. highly recommends that the end users of these products perform a patch test before using any cosmetic product for the first time, and periodically thereafter as allergies can develop from the repeated use of ANY cosmetic product.
2. Registration and Login
www.awartisan.eu is a wholesale website. We deal with trade customers only. In order to be able to see the prices of our products, you need to register your company details by creating an account on our website.
We cannot disclose any prices to unregistered buyers.
We need to know your name, company name, address (delivery and invoice), contact telephone number and email address. If you do not have a company registration number or a VAT number, these can be supplied at a later date. They are not compulsory for the initial registration.
After registering, a unique account number will be generated. This can be found in your profile, in brackets, next to your company name.
In order for us to deal with your enquiries more efficiently, please quote your account number in all correspondence when contacting us via the telephone, email, post, fax or online chat.
Your personal information will never be shared with any third party companies in any way, with the exception of our nominated couriers.
3. Prices and Discounts
All prices quoted are net of VAT. We make every effort to keep the prices on our website up to date, however any changes to said prices are subject to change without notice. The prices on the website supersede any other sources.
IMPORTANT VAT CHANGES TO VAT RULES (valid from 01.08.2021)
From 1st July 2021, the EU VAT rules on cross-border e-commerce activities have changed. The rationale for these changes is to overcome the barriers to cross-border online sales.With the introduction of the new rules, from the 6th August 2021 we are applying for our customers without valid VAT number, the VAT of the EU Member State of final arrival of the goods. There are no changes for customers in EU Member State who have valid VAT Number. We would like to take this opportunity to remind you to check your AW Artisan Account and see if your VAT number and rest of the company details are up to date. For more information, please visit European Union website.
Some products carry a volume/ Gold Reward discount. These products are marked as such on their respective product pages. If a discount is advertised on a product page, it corresponds to that particular product (family code) only. The volume/ Gold Reward discount are the same discount based on different terms – these are not two discouts and they cannot be combined.
On occasion we may send out email and/or mail special offers/ voucher codes. Each such offer will have its own terms and conditions and these will be specified within the offer. These offers will be applied to orders compliant with the specified terms and conditions only.
The discounts are displayed and calculated in the shopping cart.
If a buyer wishes to apply for an additional discount, we require a minimum purchase of €500+VAT of one particular item (not a variety across a family code) to be made. We will then consider offering an additional discount based on the overall quantity of purchased product code. If a discount is offered, we require for the payment to be made in one transaction (unless we require a deposit, then we will ask for 20% of the overall value to be paid in advance) and the order to be delivered in full to one address specified by the buyer. All special discount offers are valid for 30 days only from the issue date.
We reserve the right to request a 20% non-refundable deposit for any special orders placed with us. The delivery time-scales for special orders are agreed individually at the point of sale and can be different to the standard delivery time-scales.
If a buyer cancels an order after it has been confirmed and the deposit has been paid, AW Artisan S.L. reserves the right not to refund the deposit as it is required to cover the administration costs.
Please note, that we have a minimum order value of 50€ before carriage and VAT.
Orders below this threshold will incur 5€ + VAT small order charge, except gold reward customers. This applies to all orders placed with AW Artisan, regardless of how the order is submitted
Our shopping cart calculates all the volume/ Gold Reward discounts.
You will not be able to see your order in your on-line account straight away. You will see your order once we process it. Order processing takes place Monday -Friday, 8am - 4:30 pm, excluding bank holidays. The buyer will receive their final invoice with their delivery.
Once an order is placed, the buyer will receive an automated email confirmation with the exact copy of the order. This will include the billing and shipping addresses and any special instructions for the courier submitted to us at that point. The email will be sent to the email address provided at checkout.
The buyer is obliged to check their confirmation email and inform us as soon as possible if any errors have been made.
(NB: Sometimes the email confirmations may be filtered as SPAM so please always check the junk/ spam box for these).
Our contact details and office hours are available here:
For out of office hours contact, we advise all buyers to use our email contact details available under the above link or the chat system available on our website (outside of the office hours, the chat system will store any messages left for us, provided that there is an email address left with such message). We advise to always quote the email confirmation number in such instances.
When contacting us to place an order over the phone, we ask all buyers to have their registered details to hand, so that we can locate their accounts. We also require for the buyer to have a list of item codes they wish to purchase. The item codes can be obtained from our website or our catalogue.
Once the order is completed, we will confirm the total. At this stage we can take the payment over the phone (we will provide the buyer with a transaction receipt number for the payment), send a PayPal request for the payment or give our bank details for a BACS payment. We can also prepare the order for a collection in person.
Once the order is saved, the buyer will see a copy of it in their online account. If there are any errors or any changes need to be made, please do contact us via email, chat or telephone.
If a buyer submits their order via email, we will process it manually and email them back with a copy of the picking sheet for that order. The picking sheet will list all the item codes and the final total for the order. At this stage, we will ask to confirm the order and confirm the preferred method of payment. Once the payment is submitted, we will send the order to be prepared and dispatched.
If a buyer wishes to visit us and place an order in our showroom, we invite them to book an appointment to do so. Our showroom manager will be able to give them his undivided attention, advise on products and take their order. The order will then be sent to our warehouse for picking, which will require you to wait for the order. The waiting time depends on the size of the order.
If you wish to take your order with you the same day, we recommend placing the order in time for it to reach our warehouse picking queue before 3pm.
If the showroom order is placed after that time, we will do our best to pick it the same day, however this is not always possible (especially during extra busy periods: September – December), so please be aware we may ask you to come back for the order the next day or offer a courier service at our flat rate of 6.5€ + VAT for Spain (free for orders over 150€ + VAT).
Please note we do not accept orders over the online chat facility.
We accept the following methods of payment:
– Credit/ Debit Card
– Bank Transfer
– Cash on Delivery (only for Spain Peninsula and Portugal Continental)
If the payment has been submitted in part or has not been submitted at all, we will contact the buyer via email and the telephone in order to take the payment or arrange a time-frame for the payment to be made.
We reserve the right to cancel any order if we do not receive the full payment for it within 14 days from the date of submission of the order, unless we have agreed an alternative time-frame with the buyer.
Please note we cannot dispatch goods until we receive the payment in full.
5.1 Credit/ Debit Card Payment
The payment is handled by a secure external system that will capture and authorise the card details at the point of sale.
This system will generate a Unique Transaction ID each time a payment is submitted to AW Artisan . The system will also send an automated email confirming these details, provided that an email address is submitted at the point of sale.
The payment is taken automatically through the PayPal system. If this method is chosen, the buyer will be redirected from our shopping cart to the PayPal site so that they can log in to their PayPal account check and confirm their details and submit the payment.
5.3 Bank Transfer
When choosing this option, we will provide the buyer with our bank details for the transfer.
In order to avoid any delays in processing, please provide the order number as the reference for the payment.
5.4 Cash on Delivery
The payment is made directly to courier when the order is received. We provide this payment method for those selected countries: Spain and Portugal.
For more information on our shipping rates please see our Delivery Page.
NB: If due to size/weight the order needs to be packed on a pallet, You may be charged extra shipping for the pallet freight.
We reserve 1-2 business days on average for order processing and preparation. On occasion these times may be extended. We notify of any changes to dispatch times on the website on the home page if the delay exceeds an extra business day. Should you need any information on current dispatch times, please contact us via telephone, chat or email. For detailed information on other delivery zones, please visit our Delivery Page.
We advise to provide a mobile telephone contact number when placing an order as the courier system sends automated text notifications with estimated delivery times on dispatch. We use a courier door-to-door service for all our deliveries. Buyers are obliged to provide us with full accurate delivery address and a contact telephone number (ideally a mobile telephone number). Courier deliveries take place Monday-Friday, 7.30am - 8.00pm (excluding bank holidays). On occasion, the couriers can deliver outside of these hours, however this is usually at their discretion and it is not a service that can be purchased via AW Artisan S.L.
Please always check your email confirmation as the shipping address on the confirmation will be the one we will pass on to our courier service provider. If you have any special instructions for your delivery i.e. shop opening times, safe place around your property or a neighbour that will take the delivery if you are not available, please advise us of these details at the point of sale. If special instructions are provided post-dispatch of the order, we cannot guarantee the courier will receive them in time, which may delay the delivery.
The courier will attempt the delivery twice on two consecutive business days. If the delivery fails both times, the goods will be returned to the local depot and held there for 3 working days. At this point, the buyer can use the courier calling card to collect the goods from their local depot or contact us to re-deliver the goods, however we reserve the right to charge 9.95€ + VAT for re-attempting the delivery.
The courier system also offers an option for the order to be delivered to a a pick-up shop local to the delivery address. This option is accessible via the courier's automated email/ text message sent to the customer upon dispatch. Once a pick-up shop option is selected this cannot be canceled and the order will be delivered to the requested location. The order cannot be re-delivered to an alternative address from there. It must be collected by the customer. The collection will be successful if the customer can provide a photo ID and a proof of address - the names and addresses must match the details on the delivery label on the parcel as otherwise the order will not be released.
Pick-up shops usually hold orders for 5 days before they are returned to the sender. Should an unauthorised return take place and/ or a redelivery is requested, AW Artisan S.L. may charge return/ redelivery fee.
7.2 Pallet Deliveries
AW Artisan S.L. reserves the right to determine the mode of delivery. This means, that on occasion an order must be shipped via a pallet freight company. The customer will be advised of this upon dispatch and a delivery date will be agreed then. Commercial pallet deliveries are made on a curb-side basis. The delivery is not timed, however the freight company usually will telephone an hour before the delivery is to take place. If the pallet arrives at the destination and no-one is there, the driver will contact the number provided by the customer and usually wait for around 10 minutes If they cannot reach the customer, they will contact AW Artisan to advise us of this. If a redelivery is booked after the 1st attempt, AW Artisan S.L. reserves the right to charge a 20€ + VAT redelivery fee for this service and for any consecutive redelivery on the same consignment.
8. Out Of Stock Items
We try to keep our website as up-to-date as possible. If there are any out of stock items, we will deduct these from your final invoice, which will generate a refund that will be put back to the original method of payment within 2-7 business days.
If the out of stocks goods exceed 20% of your order, we will contact you, so that you can choose alternatives. In order to make this process as swift as possible, we advise to always put the most up-to-date contact details on the order.
If you wish for us to contact you on every out of stock item, please request this when placing your order. You can leave a message for us in the 'special instructions' box, email or contact us via the chat system. If we cannot reach you via the telephone we will leave a voicemail if there is such option. If not - wew ill email. We will hold the order until 3pm the following business day and if we do not hear from you by then, the order will pe shipped and the diference refunded.
A refund will be issued for any out of stock items. Refunds are processed within 1-7 days once an order has been invoiced and dispatched.
We aim to process all refunds within 1-7 business days from the invoice date, however this can take longer during the busiest periods in the year (September -January). BACS/ Cheque/ Postal Order: If there is a difference in payment, a credit against the next order will be logged on the account. Please note we do not offer a back-order service. Our website will display estimated delivery times for most products. Also, you can sign up for 'back to stock' email notifications. Both these options are available via the website only and are visible once you are logged in.
If you wish to cancel your order, please inform us of this immediately via the telephone, email, chat system, post or fax. We will confirm the cancellation with you in writing and refund the payment for the order.
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.
9.1 Special Orders:
We require 20% deposit for any special order made. Should the buyer wish to cancel a special order after it has been originally confirmed and the deposit has been paid, the deposit will not be refunded.
Please note that we import goods from all over the world, as well as locally. We also produce a large amount of the bathroom, aromatherapy and home fragrance product lines. We make every effort to keep the supplies as uninterrupted as possible. Due to the large scale of operations involved in the continuity of stock supply, we cannot guarantee all items will be available to order constantly.
All website design, text, graphics, the selection and arrangement thereof, and all software compilations, underlying source code, software (including applets), and all other material on this website are copyright of AW Artisan S.L. and its affiliates, or their content and technology providers. ALL RIGHTS RESERVED.
AW Artisan S.L. grants the permission to electronically copy and/or print in hard copy portions of this website for the sole purpose of placing an order with AW Artisan S.L., or using this website as a shopping resource. Any other use of materials on this website (including reproduction for purposes other than those noted above, modification, distribution, or republication) without the prior written permission of AW Artisan S.L. is strictly prohibited.
Ancient Wisdom referenced on this website is the trademark or registered trademark of AW Artisan S.L. in Spain and/or other countries. Other product and company names mentioned on this website may be the trademarks or registered trademarks of their respective owners.
To the fullest extent permitted at law, AW Artisan S.L. is providing this website site and its contents on an "as is" basis and make no (and expressly disclaims all) representations or warranties of any kind, express or implied, with respect to this website site or the information, content, materials or products included in this site including, without limitation, warranties of merchantability and fitness for a particular purpose. In addition, AW Artisan S.L. does not represent or warrant that the information accessible via this website site is accurate, complete or current. Price and availability information is subject to change without notice.
Except as specifically stated on this website, to the fullest extent permitted at law, neither AW Artisan S.L. or any of its affiliates, directors, employees or other representatives will be liable for damages arising out of or in connection with the use of this website or the information, content, materials or products included on this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties. For the avoidance of doubt, company does not limit its liability for death or personal injury to the extent only that it arises as a result of the negligence of company, its affiliates, directors, employees or other representatives.
a) This agreement shall be governed by and interpreted in accordance with Spanish Law and the parties hereby submit to the jurisdiction of the Spanish Courts.
b) Implied terms shall be executed to the fullest extent permitted by law.
c) If either party is affected by 'Force Majeure' (material circumstances beyond reasonable control of that party) it shall immediately notify the other party in full of the nature and extent of the circumstances. Notwithstanding the other provisions of this agreement neither party shall be deemed to be in breach of this agreement or liable as a result of the Force Majeure. Where AW Artisan S.L. has claimed Force Majeure in respect of the supply of goods or services; the Customer may choose to obtain support services from another party.
d) Any director or representative of the Customer will be deemed to be its authorized signatory and thereby guarantee the Customer's acceptance of its obligations under this agreement.
e) Failure of either party to exercise or enforce any right within this agreement shall not be deemed to be a waiver of such right.