Shipping & Returns

SHIPPING INFORMATION

We ship in more than 50 countries around the world: you can select your shipping destination while you browse or before proceeding to checkout. Orders are shipped from Italy, directly from the artisan’s workshop. They are safely and securely delivered to you with the best shipping carriers. All shipments are insured for the whole value of the product. When the product you order is particularly large or delicate, it will be shipped with a dedicated courier in order to ensure extra safety.

Based on the type of product purchased, our Logistics Team decides on the most suitable shipping option to guarantee that your order reaches you in perfect condition. You will find below accurate information regarding all our shipping methods and their relative transit times.

Standard Parcel
Parcel shipping refers to lighter and smaller boxed items. This shipment is entrusted to a parcel delivery service such as FedEx or DHL. Once the package is collected by the courier, you will receive the tracking link to monitor the status of your shipment.

Dedicated Shipping
Dedicated shipping is a shipping method typically used for international shipments of significantly fragile and/or large pieces. Before transit, a custom wooden crate is built around the item to protect it and allow for safe passage. Once the crating process is complete, the crate will be transferred to a transit company and shipped via airfreight. Unlike the standard service, the tracking link to monitor the shipment is available depending on the courier used.

Average Transit Times

The transit times are calculated starting from the collection date and are expressed in business days.

DELIVERY INFORMATION

Our standard delivery service is curbside delivery, but we also offer white glove delivery service upon request at a higher cost. This service can be requested by filling in the form “Need White Glove Delivery” available on the product page, or by contacting us directly at concierge@artemest.com.

This is our standard delivery method. Delivery will not be scheduled and the item will be placed directly by your curb. Delivery will be attempted 3 times in succession, on business days only.

White glove delivery is a special delivery service, quoted upon request, which includes multiple benefits, such as removal of packaging materials, inspection, transportation inside the house and to the desired room, and assembly of the product if needed.

The carrier will contact you 24 to 48 hours prior to the delivery date to schedule a convenient drop-off window, usually between 2 and 4 hours wide.

Please note the following:

- make sure the item will fit through any doorways, hallways, stairwells, or elevators;

- a signature is required at delivery;

- the delivery team will not perform plumbing or electrical installations.

If you have specific questions or if you have special shipping or delivery needs, the Artemest Concierge team is always available at concierge@artemest.com

If you change your mind about your purchase, you can safely return it within the return window specified in the Terms and Conditions of Sale and Terms and Conditions of Sale - Trade pages.

We do not charge any restocking fees.
The return process is straightforward: just contact the concierge team and they will guide and assist you step by step. Once the return process has been explained, you will have to contact the courier to schedule the pickup of the merchandise you are returning.
Please remember that we can not accept returns on products that have been customized especially for you. You can ship the product back in its original packaging, with a courier of your choice. The return shipping and import duties back to Italy (if any) will be sustained by the customer.
Once the products reach our warehouse and are confirmed to be in the same state they were initially shipped, we will issue a refund to your original payment method within 5 business days.