Frequently Asked Questions (FAQ)
📦 Orders & Shipping
How long does shipping take?
Delivery times vary by destination:
- Germany: 1–3 business days
- EU Countries: 2–8 business days
- Switzerland & Liechtenstein: 3–8 business days
- Worldwide: 3–27 business days depending on destination
For detailed information, please see our Shipping Policy.
When is shipping free?
- Germany: Orders over €150
- EU Countries: Orders over €200
- Other countries: See Shipping Costs
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 ensure your delivery address is complete and correct. If a parcel is returned due to an incorrect address or failed delivery attempts, actual re-shipping costs may apply.
↩️ Returns & Right of Withdrawal
Can I return my order?
Yes, you have a 14-day right of withdrawal from receipt of goods – with 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. This is considered a custom-made product.
📏 Made-to-measure products:
Products that have been specially made to your measurements or specifications (e.g., custom-made curtains, upholstery fabrics made to customer requirements) 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, not custom-made) can be returned within 14 days of receipt.
How do I return an order?
- Notify us within 14 days by email to info@artefresca-outlet.de
- Return the goods within 14 days of your withdrawal notification
- The goods must be complete and undamaged
- You bear the direct costs of return shipping
For more 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 proof that you have returned the goods.
💶 Payment & Pricing
Which payment methods do you accept?
We accept various payment methods displayed at checkout:
- Credit card (Visa, Mastercard, etc.)
- PayPal
- Klarna (Invoice, Installments)
- Apple Pay / Google Pay
- Others depending on country and order value
Are prices inclusive of VAT?
EU deliveries: Yes, all prices are VAT-inclusive. VAT is charged according to the applicable rules and rates of the destination country.
Deliveries outside the EU: EU VAT is generally not charged (subject to the rules shown at checkout based on your delivery address). Import VAT, customs duties, and handling fees may apply and must be paid by the customer.
Can additional costs (customs/taxes) apply?
Yes, for deliveries outside the EU, import VAT, customs duties, and handling fees may apply. These costs are borne by the customer. The final tax calculation is based on your delivery address and shown at checkout.
🛍️ Products & Availability
Are all products immediately available?
In-stock items are usually dispatched within 1 business day after order confirmation (for prepayment: after payment is received).
What does "meterage" or "cut-to-length" mean?
Meterage refers to fabrics or wallpapers that are cut to your specifications. Please note: Cut-to-length meterage cannot be returned as it is considered a custom-made product.
Can I order samples?
Please contact us at info@artefresca-outlet.de for sample requests. We're happy to help!
📞 Contact & Support
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 inquiries?
We aim to respond to all inquiries within 1–2 business days.
🌍 Special Territories
What applies to Monaco and San Marino?
Monaco is treated as part of France for VAT purposes. San Marino is subject to special VAT/customs rules.
What about special territories (Canary Islands, Åland, etc.)?
Some European territories follow special VAT/customs rules (e.g., Canary Islands, Ceuta/Melilla, Åland Islands, Heligoland, Büsingen, Livigno/Campione d'Italia). If your destination is such a territory and checkout does not show a suitable shipping option, please contact us before ordering.
Have more questions? Feel free to contact us at info@artefresca-outlet.de – we're happy to help!
