Shopping Guide
Payment method
Craftelier has different payment methods so that you can choose the one that suits you best:
Credit / Debit card
Visa, Visa Electron, Mastercard, and other national and international cards. American Express, some prepaid and internet cards are not accepted.
A totally secure bank payment gateway is used for this purpose.
Card details are not provided to Craftelier, we are therefore not responsible for their storage.
This is the most convenient and quickest method of payment.
If you have a PayPal account, you may pay easily through it.
At the end of your order, you will be redirected to their website so that you can complete the payment with the email you are registered with.
It is also an immediate method of payment; once the payment is received, the order is automatically put in preparation.
Once you have placed your order, you can make a deposit to one of our Ebury bank accounts.
Until the payment is reflected in our accounts, the order will not be prepared, so if the order is urgent, we do not recommend this method of payment.
You have 3 working days after placing your order to make the payment. After this time, if the payment has not be done, the order will be automatically cancelled.
*In some countries, this payment method is not available.
Split the purchase of your order into 3 or 4 equivalent and convenient instalments, with a monthly deadline and no additional costs. You will manage your payments directly from the Scalapay App.
The first instalment will be automatically withdrawn from the debit/credit card you have on the app; the second one 30 days after the day of purchase and the third one two months after purchase. If you chose the 4 time payment, the last one will be done three months after the purchase date.
These instalments will be automatically charged to your predefined card on the due date.
This purchase method is managed by the company Scalapay; if you have any questions about payment or collection, please refer to their website.
VAT
All the prices of the products on the website include VAT.
The VAT percentage will depend on the rate in force in each country.
In the case of orders destined for customs countries, the price indicated on the site does not include VAT.
Invoice and Intra-community VAT
If you need an invoice with your company labelled, you can note these details in your customer account in order to download it directly once you have completed your order.
If you do not have a customer account, you can email the Customer Service Department at [email protected] (Subject Invoice Order Number XXX) after completing the purchase, indicating the order number and all the necessary information to send it back to you by email in PDF format.
If you need an invoice for Intra-community VAT refund, before making your purchase, please send an email to the Customer Service Department at [email protected] (Subject: Intra-Community VAT Number) indicating your intra-community VAT number.
Once the Customer Service Department has checked the number is correct and valid, they will notify you so that you can make your order normally on our site.
As soon as you've placed your order, email the Customer Service Department at [email protected] (Subject: Intra-Community VAT Number Order XXX) quoting the order number and we will take care of the procedures for VAT refund.
The Customer Service Department will send you the invoice excluding VAT in PDF format and will refund you by the payment method only once the order is being shipped.
Minimum purchase
There is no minimum order value. However, for logistical reasons, shipping costs will depend on the destination, volume and weight of the order.
On the shopping cart screen, you will be able to see an estimate of shipping costs (called Estimate Shipping and Tax) depending on the postal address you enter and the shipping agency you choose.
For any further information on this subject, please refer to the Shipping Costs, Returns and Claims section.
Craftelier rewards the loyalty of their customers.
The Reward Points Club gets you points to be exchanged for direct discounts on your next orders.
How do I get points?
Register: Create your customer account and earn 100 points immediately (only one registration per email address).How to use the points?
Place the order from your customer account so that the option Use Points appears in the shopping cart.
Select how many points you want to use - you may choose some or all of them at the same time.
Click on Apply Points and the discount will be automatically applied to the order before it is completed.
When do points expire?
Points are valid for 90 days from the date they are earned.
A few days before they expire, you will receive an email to let you know so that you can use them before you lose them.
You can check your total points balance in the My Points section in your customer account.
Shipping Cost
We send from Spain all over Europe!
You can see all our rates depending on the country by clicking here.
Conditions
- Delivery times are estimated from the day the order leaves our premises.
- They are expressed in working days (Saturdays, Sundays and national and local public holidays in Castilla y León are not working days).
- Delivery companies do not usually deliver at weekends. Please refer to their website for more information.
- Shipping times are subject to change due to circumstances beyond our control (high order volumes, special promotion and sales periods, weather, strikes, shipping supplier errors, etc).
- Before finalising the order, it is essential that you carefully write down your full name and address to make things easier for the shipping agency.
- Once the order has been placed, it is not possible to change these details.
- When the order leaves our facilities, you will receive a follow-up email from the selected shipping agency, and you will be able to arrange home delivery or delivery to a Parcel Shop via the shipping agency website.
- If you have provided incorrect information and the shipping agency is unable to locate you as a result, the Customer Service Department will try to contact you as soon as possible, but this may affect the delivery time.
Customs
- Orders sent to customs countries will be subject to custom inspection; customs charges are always payable by the customer and these inspections may extend the delivery time.
- The shipment will be returned, destroyed and/or abandoned and the costs will be charged directly to the sender of the shipment if the customer refuses to pay these costs.
- Shipping cost may vary according to the custom country, the proper destination, the shipping agency and weight/volume of the order itself.
Restrictions
- For convenience and protection during shipping, some products are sold with a minimum purchase. This will be indicated on the product description page.
- Others are considered hazardous (explosive or flammable), such as aerosols or certain products that contain more than one litre. These are prohibited from flying.
- It is not possible to ship some products to some countries or with some carriers because of size, volume and/or weight.
If one of these events occurs, Customer Service will notify you by email.
For heavy, voluminous, hazardous or bulky items, this may result in an increase in shipping charges, cancellation of the order and/or change of carrier.
Shipping Agency Details
Shipping costs may vary than those indicated for mainland countries for orders sent to certain islands and other specific locations.
In addition, certain products cannot be sent to certain destinations and by certain shipping agencies due to their dimensions, volume and/or weight.
Deliveries
Generally, the shipping agencies will make two delivery attempts.
If you are not present on both occasions, you will have to collect the parcel from their premises (Parcel Shop).
Remember that when your order is shipped, the shipping agency will email you the tracking number of your order and you can arrange for it to be delivered to your home or to the Parcel Shop (depending on the agency).
Failed Deliveries
In all cases, your order will be held at the Parcel Shop for 10 working days.
After this time, if the order has not been picked up, the agency will return it to our warehouse.
If so, when the parcel arrives at our premises, the Customer Service Department will automatically cancel your order and refund it excluding the logistics and return shipping costs (€12), regardless of the total purchase amount.
Refunds will be made by the same method used for ordering.
Please check the shipping agency's terms and conditions when choosing your delivery method. There may be some mandatory conditions.
IMPORTANT:
In some shipping agencies, if you have selected delivery without signature and the package is recorded as delivered, but you don't physically have it, you cannot claim it, as it is considered the customer's responsibility.
In Sweden, parcels with a weight of less than 20 kg can only be delivered to the Parcel Shop (GLS).
If you would like any information about your order or its delivery, send an email the Customer Service Department at [email protected] (Subject: Order XXX Shipping State), quoting your order number. You will be contacted as soon as possible.
Returns
If after receiving your order, you change your mind and decide you don't want a product, you are entitled to return it.
You have 14 natural days from receiving the product to exercise your right to return.
You must notify the Customer Service Department at [email protected] (Subject: Return Order XXX).
The right to return the product is exercised freely.
The customer will be responsible for the delivery charges associated with the return of the product.
(If you paid via PayPal, please check if you have a PayPal Return option available.)
Product Return Procedure
The returned product must be in the same condition as received, in its original packaging, unopened, unused, with all accessories and documentation.
If any of these conditions are not fulfilled on receipt of the product, you will be held responsible for any damage incurred during shipping.
The Customer Service Department will have to estimate a total or partial depreciation in value.
Once the return has been validated by the Customer Service Department, you may receive a refund or a promotional code.
Please note that we do not offer an exchange policy.
We will not accept any returns that are dropped off at a Parcel Shop.
Refunds will be made by the same method used to pay the order;
If paying by bank transfer, you must provide an account number (IBAN, BIC and SWIFT).
It can take up to 10 working days from the date the return arrives our warehouse.
Please refer to the Shipping Conditions section above if the return is due to a failed delivery order.
Product Return Address
CRAFTELIER
CALLE SENA 55
24199 SANTA OLAJA DE LA RIBERA
LEÓN, SPAIN
Claims
First and foremost:
For any kind of issue, please accept our apologies.
We try do our best to give you the most satisfying experience possible, and avoid any trouble with your order at all costs.
We highly recommend you to always check the content of your order as soon as it has been received.
You need to report any claim to the Customer Service Department at [email protected] within 14 working days of receiving the order.
You also must keep the box and shipping label for at least 15 working days, as the procedures may require photographs of them.
This will enable Customer Service Department to carry out the necessary checks to determine the best course of action in your situation.
Damaged or Defective Product
If you find that a product is damaged or defective, it may be a manufacturing issue and we will need to claim it back from the supplier.
Claim to the Customer Service Department at [email protected] (Subject: Damaged or Faulty Product Order XXX), quoting the order number and explaining the situation (with photos/videos if possible).
The verification procedure depends on the assessment made by the Technical Service and/or Customer Service Departments, depending on the extent of the incident, the availability of the products concerned, etc.
Once validated by the Customer Service Department, depending on the severity of the defect, you may receive the following:
- Full or partial refund
- A product replacement
- A promotional code
The Customer Service Department will send you an email with the proposed solution.
If the situation requires the recovery of the product that is damaged, faulty or wrongly sent, the cost of this will be borne by Craftelier.
However, if the product is returned but does not have a defect, the customer will be required to pay the cost of returning the product as a penalty.
Incorrect Content
If a product is not what you ordered, claim to the Customer Service Department at [email protected] (Subject: Missing, Wrong or Incorrect Product Order XXX), quoting your order number, explaining the situation and taking a photograph of the delivery note and the product received with the barcode visible.
Incomplete Shipment
If your order is incomplete, claim to the Customer Service Department at [email protected] (Subject: Missing, Wrong or Incorrect Product Order XXX), quoting the order number, explaining the situation and taking a photograph of all products received with barcode visible, delivery note and delivery box (label visible).
On both cases, the verification procedure will depend on the Customer Service Department's assessment of the incident, depending on its size, product availability, etc.
In the case of incorrect or missing products, once the claim has been received, Customer Service Department will inform you of the progress made and may offer you, depending on the suitability of the product:
- Full or partial refund
- A product replacement
- A promotional code
And if you do receive an additional product (which can happen), please be so kind as to let us know so that we can avoid a problem with our stock ;)
Damaged Shipping Parcel
If there is any damage to your parcel at the time of delivery, even minor damage, it is imperative that you report this to the delivery person.
Different procedures apply:
When you receive it, you can write "I received it damaged" next to the signature.
For deliveries without signing:
- Ask the deliverer to write it down in front of you.
- Ask the deliverer for an official document from the agency stating that you received it damaged.
If the parcel is delivered without a signature or if it has a tape or seal from the shipping agency, it is not necessary to sign or report it (because the tape already indicates that something has happened during transport and that the agency has taken care of it).
However, we strongly recommend that you make a note of any problems found with the parcel when delivered (accoup, shipping agency tape, damaged or open box).
Claim to the Customer Service Department at [email protected] (Subject: Damaged Delivery Order XXX) within 24 hours of receipt of the order, quoting the order number and explaining the situation, with a photograph of all the products received with the barcode visible, the delivery note and the delivery box (label visible).
This short period is due to the conditions of the shipping agencies.
You must also attach photographs of the damaged products, the box in which the order was sent to you and the shipping label from the shipping agency.
Once the claim has been received, Customer Service Department will inform you of the progress of your situation.
Identification of the company
Company name: Mi Tienda de Arte y Manualidades S.L.
Domain name: Mi Tienda De Arte / Craftelier
Activity: online sale of creative leisure material.
Headquarters : C/ Sena Nº55 - 24199 Santa Olaja de la Ribera – León.
Registered in the Trade Register of León (Spain) Volume 1260 Folio 1 section 8 Page LE22377
CIF : B24654790
Email : [email protected]
Phone number :987 261 113
Content
The User is informed and accepts freely, that the access to the Web sites does not suppose, in any way, the beginning of a commercial relationship with Craftelier, that reserves the right to carry out without previous warning the modifications that considers opportune in its Web site, being able to change, suppress or add so much the contents and services that are lent through the same one as the form in which these appear presented or located in its servers.
The purpose of this website is to allow the user access to an online shop of articles as well as to offer information on the products that are for sale and other related products.
The online shop is governed by specific conditions of use. In such cases, these special conditions shall apply in preference. However, the general rules set out herein shall also apply. The present general contracting conditions will be applied to all commercial transactions carried out through this Craftelier website.
The access to this web page, as well as the use that can be made of the information and contents included in the same or accessible from it, will be of exclusive responsibility of the one who makes it, without Craftelier can have any responsibility for such uses.
Craftelier reserves the right to modify the legal conditions that are exposed in this document, which will be applicable from the moment of its publication.
Use of the web
The User commits to make an adequate and lawful use of the web site and the Contents, in accordance with the applicable Legislation, the present General Conditions of Use of the web site, the morality and good customs generally accepted and the public order, being obliged to compensate Craftelier for any damage or prejudice that could be caused by the use of this web site, infringing these general conditions and/or the current legality.
The User must abstain from:
Make an unauthorized or fraudulent use of the website and/or of the Contents with illicit purposes or effects.
Accessing or attempting to access resources or restricted areas of the website, without complying with the conditions required for such access.
Introduce or disseminate computer viruses or any other physical or logical systems that may cause damage to the physical or logical systems of the owner of the domain, its suppliers or third parties.
Attempt to access, use and/or manipulate the data of the owner of the domain, third party providers and other users.
Delete, hide or manipulate the notes on intellectual or industrial property rights and other data identifying the rights of the owner of the website or third parties included in the Contents, as well as the technical protection devices or any information mechanisms that may be inserted in the Contents.
Obtain and attempt to obtain the Contents by using means or procedures other than those which, as the case may be, have been made available for this purpose or have been expressly indicated on the web pages where the Contents are found or, in general, those which are normally used on the Internet because they do not entail a risk of damage or disablement of the Website and/or the Contents.
Furthermore, the client freely and unequivocally agrees to be subject to the following obligations:
To undertake at all times to provide truthful information about the data requested in the user registration or order forms, and to keep them updated at all times.
Accept all the dispositions and conditions included in the present General Contracting Conditions, understanding that they reflect the best possible service will for the type of activity developed by Craftelier.
Commitment to keep with absolute confidentiality and with the maximum diligence your personal access codes to our website.
Finally, the client commits to make possible the delivery of the requested order by providing an address where the order can be effectively delivered. Otherwise, Craftelier will not have any responsibility on the delay or impossibility of delivery of the order requested by the client.
Intellectual property
All trade names, trademarks or distinctive signs of any kind contained in the Craftelier websites are the property of their owners and are protected by law.
This website, including the source code and the contents elaborated by its owner or his collaborators, are protected by national and international regulations in force on intellectual and industrial property, and all rights are reserved (copyright), so that the user is only authorised to browse through the pages for domestic use. However, if you consider or have knowledge that these pages violate intellectual or industrial property rights, please inform us as soon as possible at [email protected].
On the other hand, some terms and logos, which are registered trademarks of their respective owners, are mentioned indirectly and for information purposes on this page, and we shall not be held responsible for the inappropriate use that third parties may make of these trademarks.
Use of cookies
The use of cookies is necessary for the use of our website.
Cookies are used for the purpose of remembering recently viewed products, search terms used or your login information for your personal Craftelier account.
If you wish, you can configure your browser to be notified on screen of the reception of cookies and to prevent the installation of cookies on your hard drive.
Please consult the instructions and manuals of your browser for further information.
Links
Links are external links. The owner of the website is not responsible for other websites or files that can be accessed through hypertext links available among its contents, given that these linked pages are the responsibility of their respective owners.
The presence of links on the website is for information purposes only and in no case implies an obligation, invitation or recommendation of the same.
This page, therefore, neither approves nor endorses the products, services, contents, information, data, files and any kind of material existing in such web pages or files and does not control and is not responsible for the quality, legality, reliability and usefulness of the information contained and services existing in the linked sites and which are unrelated to this page.
In the event that it is deemed appropriate or that a competent body declares the unlawfulness of the data, ordering their removal or that access to them is made impossible, or that the existence of the damage has been declared, and we have been expressly notified of the corresponding resolution, the links indicated would be immediately removed.
LSSI
Without prejudice to other laws that may be applicable, users are informed that the conditions of use of this website Craftelier, are governed in accordance with the provisions of Law 34/2002, of Services of the Information Society and Electronic Commerce (LSSI-CE).
In addition, Craftelier informs you that no personal data that the user may provide will be used for sending commercial communications by email or electronic mail without the user concerned had not previously authorized or requested them in an express and consensual manner.
Data protection
You can consult the conditions of confidentiality and compliance with the Organic Law on Data Protection here.
Our file is registered with the Spanish Data Protection Agency.
Craftelier undertakes to comply with its obligation of absolute secrecy regarding the personal data it may handle and its obligation to keep them confidential, adopting the necessary measures to avoid their loss, treatment or any type of alteration or modification or unauthorised access.
Craftelier, fully aware of the use and treatment that should be given to personal data and under the existing legal regulations in this regard, has implemented a system to preserve the security, integrity and confidentiality of data considered as personal.
To this end, in addition to fully complying with each and every one of the requirements set out in Organic Law 15/1999, of 13 December, on the Protection of Personal Data, and the Regulations that develop it (Royal Decree 1720/2007, of 21 December), it guarantees not only legal but also fair use of personal data, as well as an appropriate system for exercising the rights of access, rectification, cancellation and opposition set out in the aforementioned Organic Law.
The contracting by users of the services provided in this online shop, implies the express, precise and unequivocal consent of this for the use, processing and transfer of data to all entities that directly and indirectly have professional relationships for the provision of such service.
Craftelier will store all the personal data of its users in an automated file whose purpose is the management, control, prevention and maintenance of the service to be provided.
This file complies with all the requirements and guarantees set out in the regulations on Data Protection and is the responsibility of Craftelier
Craftelier will only and exclusively collect the personal data of the Users, being these at all times adequate, pertinent and not excessive.
Users authorise Craftelier to process their personal data in an automated and non-automated way, also informing them that they can contact the Registration Department of Craftelier to exercise their ARCO rights of access, rectification, cancellation and opposition at the addresses indicated for this purpose, accompanied by a signed letter with a photocopy of their ID card.
Postal address of the person responsible for the file:
Craftelier
C/ Sena Nº55
Santa Olaja de la Ribera - León SPAIN.
Email: [email protected]