Q&A
If you can't find the answer you're looking for, don't hesitate to contact us at contact@artella-deco.com. We're here to help.
contact
How do I contact customer service?
You can contact us at any time by e-mail at contact@artella-deco.com. We are available to answer any questions you may have about your orders, delivery, the use of our products or any other request.
I've sent an e-mail, when will I receive a reply?
We generally respond within 24 to 48 working hours.
delivery of my order
Which countries do you deliver to?
We deliver to mainland France and the European Union.
What are the delivery times?
- France: 2 to 4 working days
- European Union: 2 to 8 working days
Orders are dispatched within 24 hours of the order being placed.
What are the shipping costs?
- Relay point delivery (France): free
- Home delivery (France): €3.25
- Home delivery (EU): €18.45
How can I track my order?
A tracking link is sent to you by e-mail as soon as your order is shipped.
Can I choose a relay point?
Yes, at checkout you can choose to have your order delivered via Mondial Relay for France.
I have not received my order confirmation or tracking number.
First, check your spam folder. If you don't find anything, contact us at contact@artella-deco.com with your name and the e-mail address you used when ordering. We'll send you the missing information.
How do I change the contents of my order?
If your order has not yet been shipped, please contact us as soon as possible at contact@artella-deco.com. We will do our utmost to make the desired change.
I made a mistake in my delivery address. Can I change it?
Yes, if your order has not yet been shipped. Send us an e-mail to contact@artella-deco.com with the correct information. If the parcel is already in the process of being dispatched, the change will unfortunately no longer be possible.
I would like to cancel my order. Is this possible?
You can cancel your order as long as it has not yet been dispatched. Contact us as soon as possible at contact@artella-deco.com. If shipment is already in progress, you will need to follow the returns procedure after receipt.
Is the packaging secure to prevent breakage?
Yes, we use reinforced cushioning materials adapted to the shape of each bottle. Our products are carefully packed to ensure damage-free delivery.
Returns & exchanges
Can I return my item if it doesn't suit me?
Yes, you have a 14-day right of withdrawal. Please see our Returns Policy for details.
What should I do if my bottle arrives damaged?
Contact us immediately at contact@artella-deco.com with a photo of the parcel and the product. We'll offer you a fast and appropriate solution.
Payment & security
What payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express etc.) and other secure payment methods such as Apple Pay.
Is payment secure?
Yes, all transactions are secure and your data is never stored.
Can I pay in instalments?
No, payment in instalments is not yet available in our store.
about our products
Where do your bottles come from?
All our bottles are authentic Clase Azul tequila bottles. We select them one by one before giving them a second life.
Are your products new or reconditioned?
Our products are made from original empty bottles. They are carefully cleaned and prepared. They are not new, but perfectly clean, in excellent condition and suitable for decorative or functional use. However, we recommend a final rinse before use.
Is this an original Clase Azul bottle?
Yes, each piece comes from a genuine Clase Azul bottle, made in Mexico and hand-painted by artisans.
Is each piece truly unique?
Yes, because each Clase Azul bottle is hand-crafted, there may be slight variations in paint, shape or finish. That's what makes them authentic and unique.
Does the bottle come with a cork?
Yes, even if you have ordered the bottle with the spout you will also receive the original bottle stopper.
Does the bottle come in its original Clase Azul box?
Yes, each bottle is delivered in its original packaging.
Another question?
Didn't you find the answer to your question?
Our team is here to help you. Write to us at contact@artella-deco.com and we'll get back to you within 24 working hours.