Questions & Answers
HELP & FAQS
Arteasy are committed to offering the highest level of customer care. Should you experience any problems please use the contact details below to ensure that we can address any issues that you may have, as quickly as possible. To view the answers to our FAQs, please click on the questions below.
Where do you deliver?
All our products are available for delivery within Nigeria. Delivery times may vary for certain areas – please see Delivery Information for full details.
What delivery options are available?
Delivery options include Standard.
For more information on these please visit our Delivery Info page.
Please note that not all delivery options are available to all locations.
Is it possible to track my order?
Only deliveries outside Lagos within Nigeria sent by our courier service can be tracked through the link on your despatch email. For an update on your Standard delivery please give us a call on 0207 619 2601.
How do I change my delivery address after placing my order?
If you have already placed your order with us but realised you need to change the delivery address please call our Customer Services Team as soon as possible on 0207 619 2601 and we will endeavour to make the necessary changes.
However, we only have a small window in which to do this. Thus we cannot asure you that it would be changed.
Please also be advised that a change of address to orders dispatched with a courier service will add one working day to the delivery time and extra financial charges.
What happens if I’m not in when my order is delivered?
Working Day deliveries should be delivered to a neighbour if you are out but if they are unable to delivery they will attempt delivery again within 48 hours. Again you should receive a call notifying you of the couriers actions. Also try to put your right address, and if there is a change in location of your address you can call the customer service to ensure that the address is updated though this will come at extra charges.
Can I leave instructions for deliveries?
You can leave instructions as a note at point of checkout, or If you have an instruction for an order being brought via Working Day, please call our Customer Services Team, and we will endeavor to get the instruction through to the courier service. Please note that this is not always possible, and success will depend on the location of the parcel.
PRODUCTS AND ORDERS
Are Arteasy’s full range of products available to buy online?
Currently we stock a wide variety of products online, and although this is not the full Arteasy range, we are constantly looking at updating the online range so if you cannot find something you are looking for please do not hesitate to give us a call.
Will the product be the exact colour shown on the website?
We’ve done our very best to accurately represent the colours of all the products on our website. In fact, we’ve had every one of them professionally photographed to ensure you get the best idea of what they look like, since the usual packaging shots don’t tend to do them justice. That said, it’s important to realise that different computer screens display colours slightly differently, so some slight changes may be impossible to avoid
I have completed my order, what happens next?
Within half an hour of completing your order, you should receive an automated order confirmation email from us with the details of your order. You will receive another email to let you know when your order has been despatched from our warehouse. If for any reason you do not receive either of these emails please do not hesitate to contact us on 020 7619 2601. Or you can mail us at email@example.com.
How can I cancel or make changes to my order?
If you wish to change or cancel your order for any reason please contact our Customer Service Team as soon as possible on 0207 619 2601 (Mon-Fri 9am-5pm). We’ll do everything we can to help, but please be aware that items are often dispatched within a few hours of receiving your order, so it may not be possible. In these cases it is always possible to return the items for a full refund which will be in form of a coupons or vouchers.
Do you sell individuals of every single product?
Some products are available individually, and some are only available as sets. Unfortunately we are unable to ship certain products out individually, due to their delicate nature (such as chalk pastels) or stock availability, and so can only sell them in packs from the website. You can search for the product you are looking for on our website, and the resulting product page will give you all the information you are looking for.
Where do you deliver internationally?
As of now Arteasy does not deliver internationally, though in due time we hope to do so and we will let you know once that is available.
How will you notify me when international delivery is available?
If you make sure that you are signed up to our mailing list and social media channels, you will be among the first to know about any of our new delivery services, as well as everything else going on with Arteasy.
What methods of payment do you accept?
Credit card payments
Payment with your master card
Payment can also be made with paystack
Items can also be paid for on delivery
Do you accept International cards?
Can I pay with PayPal?
I have a Promotional Code, when do I enter this?
How can my company make and pay for a bulk order?
When will I be charged for my order?
You’ll be charged for items at point of checkout which means that payments are made before an item can be shipped.means that if there’s a delay on any items you’ve ordered.
My order hasn’t shipped, but I’ve been charged?
When you place an order, you may see that the funds seem to have been taken from your account. This is because some account providers place a hold on the funds when an order is placed, so that the money is definitely there when we ship your goods and take the final payment. If you require further assistance with this, please contact your account provider.
How can I use my Arteasy Gift Voucher online?
. The online shop will only accept Arteasy Online Gift Vouchers, which can be purchased here. You can read more about our gift vouchers on this page.
I’ve forgotten to add my discount code, can this be added after my order has been placed, or can I be refunded the difference?
Promotional codes can only be added at the time of placing an order; they cannot be applied after the order has been completed. We are also unable to refund the discount amount that using a code would have given.
I have a promotional code that I didn’t use while the offer was valid, will you still accept it?
Our discount codes are only valid from the time that the promotion starts, until its expiration date. For this reason, we cannot apply a code to orders placed before a promotion began, or to orders made after the promotion has finished.
How can I buy an Online Gift Voucher?
Online Gift Vouchers are available to buy on the Arteasy website. You will need to buy it as you buy any other products. Once you have placed your order, an email will be sent to the specified recipient’s email address with the online voucher code, on the date that you have chosen. These cannot be used to purchase events run by third parties.
What happens if my online order amounts to more than my Arteasy online gift voucher?
If your order is more than the total of your gift voucher, you will be given the option to pay for the remaining amount for your order using a credit/debit card or PayPal account.
What happens if I don’t spend all of a Cass Art shop voucher in one transaction?
Our shops are currently unable to give ‘change’ from vouchers spent in-store, or issue gift vouchers for the balance in return. You are very welcome pay the balance with either cash or card if the value of your items exceeds the value of your vouchers.
Are Arteasy online vouchers refundable if I change my mind and no longer require them?
Both Cass Art Online Gift Vouchers and Cass Art Shop Gift Vouchers are non-refundable and non-transferable. For more information, please see our Terms and Conditions section
Can I return items bought with a Arteasy Online shop Gift Voucher?
Of course. Exchanges are issued as normal, and refunds are given in the form of credit with the online store.
RETURNS / REFUNDS
I have changed my mind, how long do I have to return my order?
Providing you contact us within 24 hours of receiving your order, and your products are in a resaleable condition, we will pay for the goods to be returned to us and process a full refund or exchange for you. Just get in touch with us either through email or call our team on 0207 619 2601.
My order has arrived damaged, who do I contact?
Please do make sure to check the item as at when it is delivered to you to confirm if everything is as described. Unless in cases of electronical art supplies, Arteasy will not accept any claim for damaged items. Our warehouse try to pack all orders as well as possible but occasionally some products can get damaged during delivery. Please contact us through the contact form on this page (link), or by emailing us at firstname.lastname@example.org, or call us on 0207 619 2601 within 24 hours and we can replace damaged products as soon as possible. We will need to see proof of the damaged items before we can advise on how to resolve the issue.
How long does it take to process a return?
Please allow up to 5 working days from the day we receive the returned goods for your refund to be processed.
How do I get my item back to you?
This depends on what kind of item you would like to return, as goods vary greatly in size and weight. Please contact us via email at email@example.com or phone on 0207 619 2601, and we will be able to advise further on how to proceed.
Can I exchange an item I no longer want for another?
We do not offer exchanges. If you would like to change an item for something else, it will need to be returned for a refund, in a resaleable condition. We will process the refund when we have received the item back. You can place a new order for the item that you would like instead.
I want to return my order, but it has been more than 3 days since I received it. Can I still return it?
We are unable to accept returns that are outside the returns time. Please ensure that you contact us within 14 days of receiving your items, to be eligible for a return or refund.
Are there any items that cannot be returned to Arteasy?
We cannot take returns of aerosol paint cans and sealed items that are purchased online. Our shops cannot accept returns of portfolio cases that are bought online – please contact Customer Services if you would like to return one of these and we will advise further.
Do you refund postage costs?
If you are returning an order that is not damaged or faulty, we will not refund the postage costs, only the value of the item. This is because all of our returns are free to customers, both through the post and via courier.
How do I leave feedback about my order?
Usually three days after you placed your order with us you will receive an email which contains a link to our independant online feedback system, through which you can provide feedback on your latest order and give an overall star rating.
Why should I leave a review?
We are constantly looking to improve our website and your constructive feedback helps us do this.This feature is also a great way to share knowledge as customers love to hear about real-life experiences and opinions to help them in the decision-making process.
I would like to send in more feed
Please feel free to email us at firstname.lastname@example.org with any comments you may have, and we will get back to you as soon as we are able to.
PACKAGING AND GIFT OPTIONS
How will my order be packaged?
It is important to us that you receive your products in perfect condition so you can use them as soon as you get them out of the box, so our warehouse take great care in wrapping your products well enough so that they are protected, but without having surplus packaging material. We are constantly working to improve this balance between protecting the products and reducing excess packaging.
Is the packaging recyclable?
The cardboard boxes, cardboard mesh and corrugated cardboard that we use are all made from recycled materials and can be recycled once you have received your order and no longer require them.
If I’m ordering a gift, can it be delivered to an address which is not my billing address?
Yes. During the checkout process you are first asked to enter a Delivery Address which could be different from your address but you would have to pay before the order can be accepted and shipped.
Can I choose to have my order gift wrapped?
After you have entered your delivery address at the checkout you will be given the option to gift wrap your order. Products will be wrapped in Arteasy’s branded wrapping paper. Larger products such as portfolios and easels unfortunately cannot be gift wrapped.
How can I choose to have the prices removed from the receipt?
When you select the gift wrap option at the checkout, there is an option to tick a box and have the prices hidden on the despatch note.
Can I add a gift message to my order?
When you select gift wrap during the checkout process you are also given the option of adding a personal message which will be printed on the despatch note.