About Artemest
Get in Touch with Artemest Team

Customer Service

Our team is happy to answer all your questions: you can reach us via email at concierge@artemest.com or, if you are a design professional, at trade@artemest.com.

THE ARTISANS

We have traveled throughout Italy to offer the opportunity to shop exceptional, handcrafted products made by the most representative Italian artisans, artists, brands, and designers.
On Artemest, you can buy their pieces, discover their stories and learn about traditional manufacturing techniques.

ORDERING ON ARTEMEST

Most of the products you see online are made-to-order and handcrafted specifically for you. The manufacturing time will be clearly stated on the product page.
Once your purchase is complete, you will receive an email confirming receipt of your order. In the Account section of the site, you will always find a summary of your order history.

PAYMENTS

We accept all major credit cards (Visa, MasterCard, American Express, Maestro) and PayPal. Bank transfer is also available for orders above $2,000. Our prices are listed in EUR, USD or GBP. Please be warned that every reference to dollars is to US dollars.

DUTIES AND TAXES

Customers in the EU, UK, USA, and Canada do not have to worry about duties, as they are either not due or pre-paid by Artemest. Orders shipped outside these countries may be subject to taxes. You might be required by customs authorities to provide personal information, such as your EIN, IRN, or SSN, for customs processing. Please note that shipping delays due to customs processing are not uncommon.
In addition, according to local regulations, we are currently collecting Sales Tax in the states of Arizona, California, Colorado, Georgia, Illinois, Massachusetts, Nevada, New Jersey, New York, Pennsylvania and Texas. Please make sure to provide us with all documentation proving your tax exemption (e.g. valid resale certificate) before placing your order.

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.


Freight
Front Door Freight is a shipping method used for items over a certain volume and weight (e.g. furniture). The shipment will be air freight, entrusted to either FedEx or DHL. Once the package or wooden crate is collected by the courier, you will receive an automatic email with tracking information.

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.

Shipping MethodITEUUSA-CAUKAUSASIAMEAROW
Standard Parcel1-23-54-74-66-95-75-75-7
Freight3-55-106-125-107-156-126-126-12
Dedicated Shipping5-1010-1515-2010-1520-2515-2015-2015-20

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 “Add White Glove Delivery” available on the product page, or by contacting us directly at concierge@artemest.com.

Curbside Delivery

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

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.

Services IncludedCurbside Delivery White Gloves Delivery
· Item Collection and packaging
· Shipping
· Delivery by appointment
· Unloading the goods from
the truck
· Unpacking and inspection
· Placement in room of choise,
and assembly (if needed)
· Packaging disposal

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

RETURNS & REFUNDS

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.

YOUR BAG
Your bag is waiting to be filled with treasures that will transform your home into a realm of sophistication and comfort
Proceed to checkout