Spanish Paella

Our Returns Policy

If you received Damaged Goods

When we pack up your goods we take the greatest care to give them adequate protection against breakage. But sometimes accidents do happen. ”Artesano” will replace any goods that arrive at their destination damaged, providing a claim is made within 24 hours once the parcel has been received. If you have received an item that is broken or damaged please make a confirmation of your claim by contacting us immediately via email at [email protected] or by phone on 0431 318203 and advise us of the nature and extent of the damage. Please also advise us of your name, contact number and order/invoice number. 

Please note, under no circumstances will refunds be given for notifications after the 24hr period after receipt of goods has lapsed. As a precaution please ensure once you receive your order that you check it immediately for any breakage or damage. We ask that for the purposes of our insurance claims that you take digital photos of the package as it arrives and also of the damaged articles. We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back, or in many circumstances, as soon as we receive the photos. 

To return any item if it has arrived damaged or broken the customer must arrange for return postage by Australia Post. Australia Post charges will be refunded to you. We can process the refund by either reimbursing your credit card via paypal account, or transfer money into your bank account. We apologise for any inconvenience. 

Exchanges or returns At “Artesano”. We understand sometimes a customer may have a change of heart about one of our products they have purchased. For exchanges or for change of mind purchases, Artesano will exchange or refund any undamaged item only if returned within 30 days of purchase, and as long as the purchased is returned in its original condition. Delivery and handling charges on returns are not refunded for exchanges or returns, change of mind or incorrect choice. The goods are to be returned to the store at the customer's cost and risk. Once the goods have been received back and have been judged to be in their original condition, the exchange or refund can take place.

In order to process your return of goods, please be sure to include the following information:

•            The order number
•            The reason for the return
•            Your daytime phone number

Return Address: 
Woy Woy, NSW, 2256

A staff member will be required to contact you to arrange a refund if the store is unable to replace or exchange the goods returned.    We can process the refund by either re-imbursing your credit card via paypal account, or transfer money into your bank account.

For information on the most appropriate way to return items you must first contact us via one of the following :
Phone : 0431 318203 
Email : [email protected]

As most of our goods are made by hand ceramics we cannot offer a Warranty. Please review our advice on how to use your Cazuela, under All About Cazuelas on our website and or on the sticker that is provided with your product,  to ensure its longevity. 
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