Frequently Asked Questions:
Is ordering from you on the Internet safe and secure?
Generally it is just as safe to order online as it is to pay using your credit or debit card in a shop. This site uses a Thawte Security Certificate, which guarantees that we are who we say we are.
Do you ship to my country?
Yes, we ship globally.
How long will it take for my order to arrive?
Most orders are dispatched within one to five working days. Once your order has been dispatched it takes one or two days to be delivered to UK addresses, about a week to be delivered to European addresses approx two or three weeks for all other countries.
What do I do if the goods I ordered haven't arrived?
The first thing you should do if the goods haven't arrived even though we've emailed you telling you they've been sent, is to contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should do this after five days but before two weeks has elapsed. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn't been able to help you, email our customer service team who will then investigate the matter for you
What should I do if I have problems placing my order?
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If you have a problem at any point please contact our customer service team on 0118 950 5812.
Can I change my order after it has been submitted?
Yes you can, but please be quick. Email our customer service team (contact@petitartisan.com) who will arrange to change the order.
Can I cancel my order after it has been submitted?
If you wish to cancel an order you've placed please send a message to our customer service team who will arrange to cancel the order and refund you any money you've paid. You can also call our team on (+44 118 950 5812 from outside the UK). You can only cancel an order prior to it being dispatched.
How accurate are the product images on the site?
We work very hard to make sure that the images on the site reflect the actual products we sell. There might be some slight variation in product shapes subject to stock availibility.
Do you share my personal information?
Your personal information is not supplied to third parties except when it is required by law. We do not allow third parties access to our customer list
How can I order from you without using my credit card on-line?
We accept cheques and postal orders from UK customers and international money orders from international customers.
How can I pay for my order?
By cheque, or BACS. Please contact our customer service order line on:
WITHIN THE UK – 0118 950 5812
OUTSIDE THE UK - 00 44 (0) 118 950 5812
Office hours 0900-1700 Monday-Friday
What are the delivery charges?
Within the UK: £3.50 per order with less than 5 items, then 50p per additional item with a maximum of £10.00
Within the EEC: £4.95 per order with less than 5 items, then 50p per additional item with a maximum of £15.00
For the US: £6.95 per order with less than 5 items, then £1 per additional item
Outside the US: £12.95 per order with less than 5 items, then £2 per additional item
For urgent UK next day delivery: To arrange for urgent next day delivery, please call Tina Wallace at our customer service line (0118 950 5812) to book an urgent delivery with specific times to make sure someone will be able to receive your order. Charges for urgent delivery will be £6.45 within the UK by courrier.
What should I do if some of my order is missing?
If you discover that your goods are missing you should send us a message or call on + 44(0)118 950 5812. Or email contact@petitartisan.com and explain the situation.and your item will be sent again.
What should I do if my goods were damaged in transit?
We take a great deal of care when packing orders to make sure that the items you’ve ordered arrive undamaged, however, occasionally goods do get damaged in transit.
Do not sign the delivery note before you check if the item is damaged.
We will arrange for replacements to be sent out to you and instruct you on what to do with the damaged ones. Do not send the damaged items back without having contacted us first.
I’m not at home during the day. How can I get my goods?
We offer you the option of giving a delivery address other than your home address so you could arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person is not able to deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery.
How will I know when my order ships?
Once your order has been dispatched from our warehouse an automated email is sent to your registered email address letting you know.
When am I charged for my order?
All credit card, debit card transactions are debited at the time you submit your order on the store.
