You will find answers to frequently asked questions here. You may also feel free to contact us directly.
- Shipping & Taxes
Do you ship worldwide?
Yes. We ship internationally by standard national service (e.g. Royal Mail, USPS, Canada Post) or courier service, which is upon request at the checkout screen.
We also ship to the EU.
Do you offer tax-free (ex-vat) shopping?
Yes. We do not charge the 20% VAT on all orders shipped to destinations outside of the United Kingdom.
Whether VAT is charged at our point of sale is ultimately determined by the shipping address.
Will I need to pay duties/taxes in my own country?
This is ultimately dependent on whether there are any applicable duties or taxes. Currently, no duties are applicable on our products in order to be imported into the European Union; however, VAT may be applicable. Note that we deduct UK VAT (20%) at the point of sale for EU orders.
How long do orders take to be shipped?
All non-personalised orders are shipped within 1-2 business days. Pre-orders are subject to a lead time indicated on the product page.
- Our Products
Where are your products made?
We source the materials and parts to our products from all over the world as appropriate.
In general, we exhibit no prejudice to the country of manufacture and discriminate purely upon quality, craftsmanship, and expertise. Currently, our products (and its parts) are made in the United Kingdom, China, Japan, Italy, Spain, and Germany.
Can I bring my Arterton Dismantable Umbrella onboard an aircraft?
This is ultimately subject to the airline's policy, as well as discretion of security at the departure airport, airline ground staff and airline cabin crew.
However, in our experience, there is no reason why our umbrellas cannot be carried onboard. Often, cabin crew even offer to help stow our umbrellas in the onboard closet.
Of course, one of the functions of our dismantlable umbrellas is that they can be easily packed into a check-in suitcase, as their total length of the umbrella is reduced. In this way, there is no risk of refusal at all.
How do I care for my Signature Garment Bag?
Waxed cotton is versatile and durable. No special care is needed, other than wipe down with damp cloth on as needed basis. You may wish to re-wax with natural paraffin oils (outside only) every 2-5 years depending on usage outside.
Do you offer repairs?
Yes, we can advise and arrange repairs on any of our products on a as needed basis. Depending on the nature of the damage, this may incur a cost. Please get in touch with us, should this service be required.
Can you develop and manufacture 'this product' that I was thinking about?
Possibly! And, we have a have a customer feedback form for this purpose. We pride ourselves on being a meticulous "ARTelier" of sartorially-related products. And so, we like to design and craft products that we would like to see available on the market.
- Refunds and Returns
What is your return policy?
We offer a generous 90 day returns policy. Provided that the goods are undamaged, we will refund the full purchase amount. Please see our returns policy page for more information.
How do I initiate a return?
Please get in touch with us in order to start an RMA process.
Do I have to pay for return shipping?
Yes, clients will pay shipping on returns, unless, of course, there was a fault or error of our own accord.
- Spread the Word Programme
Why do you have this programme?
Great question. There are two primary reasons: the first is to help our brand and products gain exposure amongst the relevant communities, whilst the second is to allow for a crowdsourcing of feedback on our products, delivery, and customer service in a public manner.
Do you reward individuals?
Yes. As a token of appreciation for one's time, we issue account credit, to be applicable on future orders (stackable with discounts). This is because we understand that thinking about, and sharing, one's experiences takes time and effort.