Frequently Asked Questions (FAQ)
📦 Orders & Shipping
How long does shipping take?
Delivery times vary depending on the destination country:
- Germany: 1–3 business days
- Austria: 3–5 business days
Online orders are currently available for Germany and Austria. Shipping to other countries is available on request. Please contact us before placing your order so that we can check the available shipping options and shipping costs for you.
For detailed information, please see our Shipping Policy.
When is shipping free?
- Germany: Free shipping on orders from €200
- Austria: Free shipping on orders from €300
- Other countries: Shipping on request
How much does shipping cost?
Germany – Standard Shipping:
- €0.00 – €50.00 → €4.90
- €50.01 – €199.99 → €6.90
- From €200.00 → Free Shipping
Germany – Samples & Fabric Samples:
- €0.00 – €11.00 → Free shipping by letter post
- From €11.01 → €3.90 shipping as a small parcel
Austria – Standard Shipping:
- €0.00 – €50.00 → €14.90
- €50.01 – €200.00 → €17.90
- €200.01 – €299.99 → €19.90
- From €300.00 → Free Shipping
Austria – Samples & Fabric Samples:
- €0.00 – €3.00 → €1.80 letter post
- €3.01 – €5.00 → €2.90 letter post
- €5.01 – €11.00 → €3.90 letter post
- From €11.01 → €12.90 shipping as a small parcel
Can I track my order?
Yes! Once your order has been shipped, you will receive an email with your tracking number and a link to track your shipment.
What happens if my delivery address is incorrect?
Please make sure that your delivery address is complete and correct. If a parcel is returned due to an incorrect address or unsuccessful delivery attempts, the actual costs of re-shipping may be charged.
🌍 Shipping to Other Countries
Online orders are currently available only for Germany and Austria.
If you would like delivery to another country, please contact us before placing your order. We will be happy to check the available shipping options, shipping costs and any applicable tax or customs requirements for you.
For detailed information, please see our Shipping Policy.
↩️ Returns & Right of Withdrawal
Can I return my order?
Yes, you have a 14-day right of withdrawal from receipt of the goods – with certain exceptions (see below).
Which products can I NOT return?
The right of withdrawal does not apply to the following products:
✂️ Cut-to-length fabrics/wallpapers (meterage):
Once we have cut fabrics, wallpapers or other materials to your specifications, the right of withdrawal is excluded. These are considered individually made goods.
📏 Made-to-measure products:
Products that have been specially made to your measurements or specifications (e.g. made-to-measure curtains or products made to customer specifications) cannot be returned.
📦 Unsealed/opened goods:
Products that were sealed for reasons of health protection or hygiene and whose seal has been removed after delivery.
✅ What can be returned?
Standard products (not cut to size and not individually made) can be returned within 14 days of receipt.
How do I return an order?
- Notify us of your withdrawal within 14 days of receiving the goods by email at info@artefresca-outlet.de. You can also use the “Cancel contract” button to exercise your right of withdrawal. You will find this button at the bottom of our website.
- Please return the goods to us within 14 days of notifying us of your withdrawal.
- Please ensure that the goods are returned to us complete and undamaged.
- The buyer bears the direct costs of returning the goods.
For further details, please see our Refund Policy.
When will I receive my refund?
We will refund the purchase price within 14 days after we have received the goods back or you have provided us with proof that you have returned the goods.
💶 Payment & Pricing
Which payment methods do you accept?
You can choose from various payment methods available at checkout:
- Credit card (Visa, Mastercard, etc.)
- PayPal
- Klarna (invoice, instalment payments)
- Apple Pay / Google Pay
- Advance payment by bank transfer
- Additional payment methods depending on country and order value
Are prices inclusive of VAT?
Germany and Austria: Yes, all product prices are displayed including VAT. The applicable VAT rate depends on the country of delivery and is included in the final total shown at checkout.
Shipping costs are shown separately and are also displayed before you complete your order.
Can additional costs (customs/taxes) apply?
Online orders are currently available for Germany and Austria. For deliveries to other countries, please contact us before placing your order. We will be happy to check the available shipping options, shipping costs and any applicable tax or customs requirements for you.
🛍️ Products & Availability
Are all products immediately available?
In-stock items are usually dispatched within one business day after order confirmation (for advance payment by bank transfer: after payment has been received).
What does “meterage” or “cut-to-length” mean?
Meterage refers to fabrics or wallpapers that are cut to your specifications. Please note: Individually cut-to-length goods cannot be returned, as they are considered goods made to customer specifications.
Can I order samples?
Please contact us for sample requests at info@artefresca-outlet.de. We will be happy to help!
📞 Contact & Customer Service
How can I contact you?
Email: info@artefresca-outlet.de
Phone: +49 2743 9349021
Address: Margarete Izabella Sausmikat, Schlossstr. 2, 57520 Friedewald, Germany
When do you respond to enquiries?
We aim to respond to all enquiries within 1–2 business days.
Do you have any further questions? Feel free to contact us at info@artefresca-outlet.de – we will be happy to help!