Shipping and Delivery Policy

General information

ARTNUEVO prepares and ships orders placed through its online store to the destinations available at checkout. Shipping logistics may be managed through Sendcloud and the carriers available for each destination. Available shipping methods, carriers, estimated delivery times and applicable shipping costs will be displayed during checkout before the customer confirms the order. ARTNUEVO makes every effort to prepare and deliver orders safely, using suitable packaging to protect products during transit.

1. Shipping destinations

Orders may be shipped to destinations enabled and available in the online store at the time of purchase. Shipping availability, delivery methods and applicable conditions may vary depending on the destination, the characteristics of the order and the services offered by the carriers. If a destination is not available at checkout, the customer may contact ARTNUEVO to ask whether shipping can be arranged.

2. Shipping costs and free shipping

2.1. Free Shipping on Orders of €300 or More
ARTNUEVO offers free shipping on orders with a total product value of €300 or more. The threshold is calculated using the value of the products in the order before shipping costs are added. Any discounts applied will be taken into account when determining the final product value. If an order reaches or exceeds €300, all parcels required to deliver that order will be shipped free of charge.

2.2. Orders Below €300
For orders with a total product value below €300, the customer pays the shipping cost for the first parcel, as displayed during checkout. If an order contains multiple products that cannot be shipped together in a single box due to their size, weight, protection requirements or packaging needs, ARTNUEVO may split the order into two or more parcels. In these cases, the customer only pays the shipping cost for the first parcel. All additional parcels are shipped free of charge, even if the total order value is below €300.

2.3. Orders Shipped in Multiple Parcels
Splitting an order into multiple parcels will not result in additional shipping charges for the customer beyond the first parcel.
For example:

• €290 order shipped in one parcel: the customer pays the shipping cost shown at checkout.
• €290 order split into two parcels: the customer pays only for the first parcel; the second parcel is free.
• €290 order split into three parcels: the customer pays only for the first parcel; the other two parcels are free.
• Order of €300 or more: all parcels in the order are shipped free of charge.

Applicable shipping costs will be displayed before the order is confirmed. ARTNUEVO will not charge additional shipping fees because an order has been split into multiple parcels.

3. Order processing and dispatch

Orders will be prepared and dispatched once payment has been confirmed, unless another arrangement is expressly stated. Order processing times may vary depending on product availability, product characteristics and whether an item is personalised or made to order. Once an order has been dispatched, the customer will receive the available tracking information, if tracking is provided by the carrier. If an order is split into multiple parcels, the customer may receive one or more tracking numbers, depending on how the shipment is arranged.

4. Delivery times

Delivery times displayed during checkout are estimates unless expressly stated to be guaranteed. Delivery may be affected by circumstances such as carrier availability, the recipient’s location, peak demand periods, weather conditions or logistical disruptions. ARTNUEVO will comply with the delivery period agreed with the customer and applicable consumer protection laws. If no other delivery period has been agreed, delivery will take place without undue delay and no later than 30 calendar days after the contract is concluded, unless a legal exception applies. If a significant delay occurs, the customer may contact ARTNUEVO for an update on the order.

5. Shipment tracking

Where tracking is available, ARTNUEVO will provide the customer with the relevant link or tracking information once the shipment has been registered or dispatched. Tracking depends on the information supplied by the carrier and may take some time to update. For orders shipped in multiple parcels, each parcel may have separate tracking information. Different parcels may be delivered at different times.

6. Delivery address and changes

The customer is responsible for providing a complete and accurate delivery address and all information required for delivery. If the customer notices an error in the address, they should contact ARTNUEVO as soon as possible at info@artnuevo.com. ARTNUEVO will try to help correct the details where possible but cannot guarantee changes after the shipping label has been generated or the parcel has been handed to the carrier. Address changes, redirections and redelivery arrangements are subject to the carrier’s available services and conditions.

7. Home delivery and pickup points

Available delivery options depend on the destination and the services offered by the carrier. Where available, the customer may choose home delivery or delivery to a pickup point during checkout. If a parcel is delivered to a pickup point, the customer must collect it within the period specified by the carrier and follow the collection instructions provided. If the parcel is not collected on time and is returned, ARTNUEVO will contact the customer to consider the available options. Any potential costs for a new shipment will be communicated in advance and handled in accordance with applicable law and the circumstances of the case.

8. Damaged parcels or delivery issues

If a parcel shows visible damage at the time of delivery, the customer is advised, where possible, to report it to the carrier and take photographs of the packaging and product. If a product arrives damaged, incomplete or different from the item ordered, the customer should contact ARTNUEVO at info@artnuevo.com, providing the order number and photographs or other relevant information where possible. Customers are advised to keep the original packaging until the issue has been resolved. ARTNUEVO will review the case and provide an appropriate solution in accordance with applicable law. The recommendation to report an issue promptly does not limit the consumer’s statutory rights.

9. Undelivered orders or parcels returned to sender

If an order cannot be delivered due to an incorrect address, the recipient’s absence, failure to collect the parcel or another delivery-related circumstance, ARTNUEVO will review the available information and contact the customer where necessary. Options for reshipment, redelivery or refunds will be determined according to the circumstances of the case and applicable law. Charges that were not disclosed in advance or are not permitted by applicable law will not be applied automatically.

10. Responsibility during shipping

ARTNUEVO is responsible for fulfilling its obligations as the seller, including delivering the order in accordance with the contract and consumer protection laws. Using Sendcloud or external shipping companies does not remove ARTNUEVO’s legal obligations towards the customer. Subject to legally applicable exceptions, the risk of loss of or damage to the products passes to the consumer when the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the products.

11. Contact

For questions about shipping, delivery times, tracking or delivery issues, customers may contact ARTNUEVO at:
Email: info@artnuevo.com
ARTNUEVO will review enquiries and seek to provide a solution based on the circumstances of the order and applicable law.