Our Shipping Policy details how we handle the delivery of purchases to our customers. It applies to all orders placed on our website, whether for destinations in Italy or abroad. The goal is to ensure transparency regarding shipping times, costs, and terms, so customers know what to expect before completing their order.

Order Processing: All orders are received and processed as quickly as possible. We generally process an order within a few hours of receiving it (on weekdays), barring exceptional circumstances. Once the order is prepared and the package has been handed over to the courier, we will send the customer a shipping confirmation email. This notification will include a tracking code so you can monitor the delivery status online.

Areas served: We ship throughout Italy , including the islands, and to most foreign countries. Specifically, we regularly ship to European Union countries. We also offer international shipping to many countries outside the EU, but please contact our support team to best organize your order.

Estimated transit times: Delivery times vary depending on the destination and shipping method chosen. Below are general indications of estimated times (in business days) from dispatch to arrival:

• approximately 1-3 business days for mainland locations; 2-4 days for remote locations.
  
• on average 3-7 working days , depending on the country.
  

The above estimates are provided in good faith, but represent average delivery times and are not binding . Delivery may be shorter or subject to delays for logistical reasons beyond our control (e.g., customs checks, weather conditions, local holidays, transport strikes). In any case, as required by EU regulations, unless otherwise agreed, we guarantee delivery within 30 days of order acceptance. If this deadline approaches and the customer has not yet received the goods, we invite them to contact us for verification.

Shipping costs: Shipping costs are automatically calculated based on the weight/volume of the order, the selected shipping method, and the destination. They are clearly displayed to the customer during the checkout process before final confirmation of the order. This way, the customer will know the exact shipping costs before committing to purchase. We offer free shipping on orders over €100. Currently, standard shipping is free for orders over €100 . For orders under €100, a flat rate of €8 for standard shipping applies. (The thresholds and rates indicated may be subject to temporary promotions or changes; any updates will be communicated on the website and applied before the order is placed.)

Couriers used: We work with reliable express couriers to ensure safe and fast shipments. The courier will be automatically selected based on the destination and type of service requested; the customer will see the assigned courier (when available) indicated in the shipping details provided. We do not deliver to PO boxes or PO Resister addresses, in line with the restrictions imposed by many couriers on these destinations. A physical address where someone will be present to receive the package is required.

Home delivery and in-store pickup: Where available, we also offer complementary services such as home delivery by appointment in certain areas (e.g., evening delivery for specific cities) or in-store/warehouse pickup . These options, where available, will be explained on the website. In-store pickup (click & collect) allows the customer to avoid shipping costs; in this case, we will notify you via email when the order is ready for pickup, generally within 1-2 business days, and the customer can visit our office during opening hours, with their order confirmation and identification.

Customs information (international shipments): For shipments to non-EU countries, please note that customs duties and import taxes may be applied upon arrival in the destination country. These charges are not included in the shipping costs paid to the Seller, but—as is standard practice—are the responsibility of the Customer. The courier may advance these amounts on the Customer's behalf and request reimbursement upon delivery, or the Customer may be contacted by the customs authorities for payment prior to delivery. The Customer is responsible for ensuring that the import of the ordered goods is legal in the destination country and for providing any documents or information requested by customs. We offer support, wherever possible, by providing correct commercial documentation (invoices, descriptions of the goods) and are available for clarification. However, we cannot influence the customs policies of individual countries. For further details on duties, the Customer can consult the website of their country's customs authority or contact them directly.

Packaging: Products are carefully packaged using suitable materials to protect them during transport. We ensure that each item (especially fragile ones) is well protected. For environmental reasons, we may use recycled packaging where possible or reuse boxes in good condition. This does not compromise the safety of the shipment.

Order Tracking: As indicated, each shipment has a tracking number. Customers can use this number on the courier's website (we'll provide a link or instructions) to track their package. Tracking typically includes key updates: pickup at our warehouse, arrival at the fulfillment centers, dispatch for delivery, any failed delivery attempts, etc. If customers experience difficulty using tracking or do not receive updates within 48 hours of the shipping confirmation email, they can contact us for assistance.

Delivery Issues: If delivery fails on the first attempt due to the recipient's absence, the courier will generally make a second attempt the following day (the exact procedures may vary depending on the courier). If delivery is subsequently unsuccessful, the package may be held at the courier's local branch; the customer will be notified (via a receipt left by the courier or via tracking) and will need to arrange a new delivery or collection from the courier's warehouse. We therefore recommend providing an address where someone will be present during business hours, or specifying an alternative destination (e.g., workplace, concierge, trusted neighbor) when placing the order.

If the package appears to be delivered according to the tracking but the customer hasn't actually received it, please inform us as soon as possible. This could be a delivery error (for example, delivered to a neighbor or left in a safe place) or, rarely, loss. In these cases, we will open a case with the courier to track the package or activate the insurance procedure for loss. The customer must cooperate by providing any requested documentation (declaration of non-receipt, copy of ID, etc.). We are committed to resolving the situation as quickly and satisfactorily as possible.

Damaged or tampered package: If upon delivery the package shows obvious signs of damage (e.g., a wet, torn, or crushed box) or signs of opening/tampering , it is essential that the customer accepts the delivery with reservations , noting the problem on the courier's delivery note/signature (e.g., "Damaged package - accepted subject to content inspection"). We then ask the customer to promptly inform us of the incident, possibly attaching photos of the package received. We will take steps to assist the customer: if one or more products inside are damaged, we will provide a refund or replacement as set forth in the Returns and Refunds Policy. Acceptance with reservations is important to be able to seek recourse against the courier in the event of damage during transport.

Customer Service: For any questions or clarifications regarding shipping (before or after placing an order), customers can contact our Customer Service team by email at shopify@artopweb.com. We are available to provide additional information (e.g., urgent delivery requirements, special requests) and resolve any shipping issues.

If you have any questions about shipping policies, please feel free to contact us.