You can find tracking information in the "My Orders" section of your account, or via the shipping confirmation email sent to you once your artisanal bag has been dispatched.
How long does shipping take?
Standard UK delivery takes 3-5 business days. International shipping typically takes 7-14 business days depending on the destination. Express shipping options are available at checkout.
Do you ship internationally?
Yes, we ship worldwide! Shipping costs and delivery times vary by destination. You can see the exact shipping cost at checkout before completing your order.
Returns & Exchanges
What is your return policy?
We accept returns within 14 days of delivery under the Consumer Contracts Regulations 2013. Items must be in their original condition with tags attached. You are responsible for return shipping costs unless the item is faulty.
How do I initiate a return?
To start a return, please contact us at privacy@artesanato.com with your order number. We'll provide you with return instructions and a return address.
When will I receive my refund?
Once we receive your return, we will process your refund within 14 days to your original payment method. You'll receive an email confirmation when the refund is processed.
Product Information & Care
What materials are used in your bags?
Our bags are handcrafted by Brazilian artisans using natural materials including leather, cotton, straw, and sustainable fibres. Each product page lists the specific materials used.
How should I care for my artisanal bag?
For best care, avoid prolonged exposure to direct sunlight and moisture. Clean gently with a soft, damp cloth. For leather bags, we recommend using a leather conditioner periodically.
Are your products authentic handmade items?
Yes! Every bag is handcrafted by skilled Brazilian artisans. Due to the handmade nature, slight variations in colour and texture may occur, making each piece unique.
Payments & Promotions
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Apple Pay. All payments are processed securely through Stripe.
How do I apply a promotional code?
You can enter your promotional code at checkout in the "Promo Code" field. Only one promotion can be used per order. Codes cannot be combined with other offers.
Are prices shown inclusive of VAT?
Yes, all prices displayed on our website include VAT for UK customers. International customers may be subject to local import duties and taxes.
Account Management
How do I create an account?
Click on "Register" in the top menu and fill in your details. You can also sign up using Google or Facebook for quick access.
How do I update my account information?
You can update your personal information, shipping addresses, and payment methods from the "My Account" section after logging in.
I forgot my password. How do I reset it?
Click "Forgot password?" on the login page and enter your email address. We'll send you a link to reset your password.