Shipping policy

All orders are processed within 1 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Any inconvenient prior to shipping an order will be noticed to the client, that could be caused by a higher volume of orders than usual, a certain damage or issue concerning the condition of the product or postal service problems that could be outside of our control.

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. 

In-store pickup

You can skip the shipping fees with free local pickup at our store (C/ Altamirano 44, 28008 Madrid). After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 3 business days. We will send you an email when your order is ready along with instructions. 

Please have your order confirmation email with you when you come.

International Shipping

We offer international shipping worldwide.

Shipping charges for your order will be calculated and displayed at checkout. 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Artetrama is not responsible for these charges if they are applied and are your responsibility as the customer.

Please note that on rare occasions, customs agents may delay the delivery of some packages at their discretion.

For more information on customs and duties charges, please contact your local customs office.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at info@artetrama.com with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We accept returns up to 14 days after delivery if the item is unused and in its original condition. We will refund the full order amount if the returned is due to an error or mistake on our side. If the reason for return is not of our concern, we will return the full amount minus the shipping costs. In this case, the client is responsible for any damage or risk on the product during the return.

In the event that your order arrives damaged in any way, please email us as soon as possible at info@artetrama.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at info@artetrama.com.