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Shipping Policy
1.1. Order Processing Time
- Vendors typically process and dispatch orders within 1-3 business days.
- Processing times for custom or made-to-order items will be longer and are specified on the product page.
- You will receive a notification email once your order has been dispatched by the vendor.
1.2. Estimated Shipping Times & Methods Shipping costs and delivery times are calculated at checkout and vary based on your location and the vendor\'s shipping partners.
- Local Shipping (within the vendor\'s country): Typically delivered within 2-7 business days, depending on the local postal service.
- European Union (EU) Shipping: Typically delivered within 5-12 business days.
- International Shipping (Non-EU): Typically delivered within 2-4 weeks, but can take longer depending on the destination country\'s customs procedures.
1.3. Customs, Duties, and Import Taxes (For Non-EU Customers)
- Buyers are responsible for any customs duties, import taxes, or brokerage fees that may be incurred upon arrival in the destination country.
- The Artisan Market Store and its vendors are not responsible for these charges. We recommend you check with your local customs office to determine what additional costs may apply before placing your order.
- We are not responsible for delays due to customs.
1.4. Order Tracking
- When your order is dispatched, the vendor will provide a tracking number if one is available with the selected shipping method. You can use this to monitor your package\'s journey.
1.5. Backorders and Made-to-Order Items
- Some items on The Artisan Market Store, particularly custom or handcrafted pieces, may be offered on a \"made-to-order\" or \"backorder\" basis. This means the vendor begins creating your item after your order has been placed.
- The production and processing time for these items will be longer than our standard 1-3 business days. The specific estimated production time for each made-to-order item will be clearly stated on its product page.
- Please review the processing times on the product page carefully before purchasing a made-to-order item.
Refund Policy
2.1. Receiving Your Refund
- Once the vendor receives and inspects a returned item, they will process your refund.
- The refund will include the full cost of the item plus the original standard shipping cost paid at the time of purchase. If you chose an express shipping option, only the cost of standard shipping will be refunded.
- The refund will be issued to your original payment method within 7-10 business days of the vendor receiving the returned goods.
2.2. Faulty, Damaged, or Incorrect Items If the item you received is faulty, damaged in transit, or not what you ordered:
- Contact the Vendor Immediately: Please contact the vendor within 7 days of delivery.
- Provide Proof: Include your order number and photos of the damaged/incorrect item and packaging.
- Resolution: The vendor will work with you to provide a solution. In this case, the vendor will cover the cost of return shipping and will offer a replacement, repair, or a full refund, as appropriate.
Cancellation / Return / Exchange Policy
This policy is designed in accordance with Maltese and EU consumer protection regulations.
3.1. Order Cancellation
- You may request to cancel your order as long as it has not yet been dispatched by the vendor.
- Please contact the vendor immediately through your order history to request a cancellation.
- If the order has already been dispatched, it cannot be cancelled but can be returned following the policy below.
3.2. The 14-Day Cooling-Off Period (Right of Withdrawal)
- Under EU law, you have the right to return your order for any reason within 14 days from the day you receive the goods.
- To exercise this right, you must inform the vendor of your decision to return the item within this 14-day period. The easiest way to do this is through the \"Contact Vendor\" feature in your order history.
3.3. Conditions for a Return To be eligible for a return, the item must be:
- Unused, unworn, and in the same condition that you received it.
- In its original packaging with all original tags attached.
3.4. Non-Returnable Items The right of withdrawal does not apply to the following:
- Custom-made or personalized items.
- Perishable goods (e.g., food items).
- Items sealed for health protection or hygiene reasons that have been unsealed after delivery (e.g., cosmetics, earrings).
- Sealed audio, video, or software recordings that have been unsealed after delivery.
3.5. How to Initiate a Return
- Contact the Vendor: Go to your account\'s order history and use the contact form to message the vendor directly within 14 days of receiving your item. Please state your order number and that you wish to return the product.
- Await Instructions: The vendor will reply with instructions and the correct return shipping address.
- Ship the Item: You must send the item back to the vendor without undue delay, and in any event no later than 14 days from the day on which you communicate your wish to return.
3.6. Return Shipping Costs
- For \"change-of-mind\" returns under the 14-day cooling-off period, the buyer is responsible for paying the return shipping costs.
- We strongly recommend using a trackable shipping service, as the vendor cannot issue a refund for items that are lost in transit and never received.
3.7. Exchanges
- Due to the nature of a multi-vendor marketplace with unique items, our vendors generally do not offer direct exchanges.
- The recommended process is to return the original item for a refund following the procedure above, and then place a new order for the desired item.
