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FAQ

PAYMENTS

What means of payment can I use?

You can conveniently pay for your order by Paypal, credit card (VISA, Mastercard) or advance payment. The respective payment method can be chosen during the ordering process.

Please note that we use 3D Secure Codes for credit card payments. The code generated by your bank identifies you as the legitimate card owner. Your purchase is especially safe, as you ensure with your code that only you as the card owner can use your credit card for payments.

To use this feature, your card must be registered for it. If it is, you will receive a personal code by SMS on your mobile phone automatically upon entering your credit card details. If your card has not been registered for this feature yet, please contact your bank.

 

When do I have to pay my order?

The total of your order will be collected by ARTEBENE immediately upon receipt of your order.

Are my payments and other transactions safe?

ARTEBENE attaches great importance to your data privacy. When opening a customer account at artebene.com, you will be asked to submit personal details. These details are necessary for ARTEBENE to process contracts closed at artebene.com. ARTEBENE processes all personal data confidentially and in accordance with all relevant legal regulations, the Federal Data Protection Act in particular. For securing your data used for online payment procedures, ARTEBENE protects them by using the latest encryption technologies as well as the Secure Socket Layer (SSL). SSL is an acknowledged standard protocol which grants secure data exchange. All of the information that you submit so we can process your orders is encrypted when being transferred to ARTEBENE.

 

SHIPMENTS

How does ARTEBENE ship my order?

We promise you a convenient and straight forward purchase experience. Our logistics provider DPD ships your order conveniently to your store. The transport is done CO2-neutral so it does not strain our environment.

How much does shipping cost?

Germany

If the value of your purchase is under 25€, a shipping charge of 3,50€ will be added to your invoice.
Shipping is free on all orders of a purchase value from 25€.

Austria

If the value of your purchase is under 50€, a shipping charge of 6.95€ will be added to your invoice.
Shipping is free on all orders of a purchase value from 50€.

Netherlands

If the value of your purchase is under 50€, a shipping charge of 6.95€ will be added to your invoice.
Shipping is free on all orders of a purchase value from 50€.

How long does it take to get my products?

We always ship orders as soon as possible. Usually this is done the next workday, but within a maximum of 3 workdays

 

RETURNS AND CANCELLATIONS

How can I return a product?

This is very easy. Please follow the procedure described below, depending on if you already have a customer account with us on artebene.de.

 

If you have an account:

If you have an account with us, please log in with your access data. Once logged in, go to the return form, enter the products you wish to return and give as much of the requested information as possible. You will receive a confirmation of the announced return shipment by email. Please attach a copy of this confirmation to your parcel.

This is not a prerequisite for effectively exercising your right of cancellation.

If you do not have an account:

If you do not have an account with us, please click on the tab "Returns" at the bottom left of our start page.
You will then see a form in which you can enter all of your details incl. address, invoice number as well as the article number of the product that you wish to return.
You will receive a confirmation of the announced return shipment by email. Bitte senden Sie die produkte ausreichend frankiert an Artebene zurück und legen Sie Ihre Retouren-Nr. in Ihre Rücksendung.

This is not a prerequisite for effectively exercising your right of cancellation.

Detailed information on closing contracts of sales as well as on your right of cancellation can be found here.

Please return the goods to the following address:

ARTEBENE GmbH
Werner-von-Siemens-Straße 1a
59348 Lüdinghausen, Germany

You can pick a logistics service provider of your choice. You, as the sender, will be bearing the costs of the shipment.

 

What rights of cancellation do you grant your customers?

If a product does not live up to your expectations, you can return it to us within 14 days upon receipt. Please refer to the according passage in our Terms and Conditions.

We ask you to please return the products complete, in their original state and undamaged in their original packagings so we can process your return as quickly as possible.

Do I have a right of warranty on my products?

Of course the statutory Guarantee Law applies to all products that you purchase on artebene.de. In case of a defect or fault of a product, please contact our customer service on support@artebene.de or use our return form. We will be happy to help you and will make every effort to solve the problem as conveniently for you as possible.

 

CONTACTING US

How can I contact customer service?

You have not been able to find an answer to your question in our Frequently Asked Questions section? Please feel free to contact our customer service by email at support@artebene.de or use the live chat feature. We will be happy to help you.

 

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