Frequently Asked Questions

 

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Can anyone join Artovo? 

Artovo was created for Artists, Photographers and Designers, to help them sell their content on a range of high quality products. No matter where they are in their business journey.

So whether it’s your full time job or a side hustle, as long as you’re actively trying to sell your products, then Artovo is here to help! 

You don’t have to have a legion of followers on Instagram or Twitter. You don’t need to be a world renowned Photographer to create an account. As long as you have the passion to sell and the images you use on our site belong to you, then you can sign up! 


How do I set up an account and how much does it cost?

Setting up an account with us is quick, easy and free!

As a print on demand company, there are no hidden costs! You only pay for the product and shipping costs of the items you order. Taxes are included in the product price and there are no minimum order quantities! 

To make an account, simply visit: www.artovo.co.uk and see the bar at the top of the page. You should find the option to log in or to create an account. Select ‘Create Account’. 

This will take you to a screen which allows you to enter your details, which are then forwarded to our team who will verify your account.

You will receive an email once your account is live. As soon as you receive this you’ll be able to begin ordering your merchandise. 


How long does it take for my account to be authorised?

The Artovo team try to authorise all eligible accounts within 24 hours, however please allow up to 48 hours (2 working days!) for your confirmation to come through. 


My account request was denied, what can I do?

If your Artovo account request was denied, you’ll receive an email to let you know within 24-48 hours.

Usually this means we require more information in order to authorise your account. 

For example clarification of your online store address, or if you haven’t set it up yet, confirmation that you are planning to start selling! 

 

Orders:

Who do I contact if there is a problem with my order? 

If you’re experiencing an issue with your order, please consult our Frequently Asked Questions guide for help. If your problem isn’t covered in the guide, or you need further assistance, you can contact our customer service team for help!

Please email Help@Artovo.co.uk


I’ve only received part of my order?

Sometimes orders have to be split when dispatched due to different packaging needs or amounts. Due to this, packages can get separated in transport and arrive at different times. 

They should arrive within 24 hours of each other, so please check your tracking numbers before contacting customer service. 

Please note: Only one package slip is printed per order, so only one package will contain a slip if it is dispatched in multiple deliveries. 


How long will it take for my order to arrive?

The majority of our products have a three day manufacturing time. 

This means that once you have placed your order it can take up to three days for us to make the product and ship it. 

(This excludes Hot Water Bottles and Cosmetic Bags which have a five day manufacturing time.)

How long it takes for your order to arrive once it has been shipped depends on which shipping service you selected during checkout. 

If you selected Royal Mail at checkout, your delivery should be with you within 24-48 hours of dispatch on the next working day.

If you selected Fedex at checkout, your delivery should be with you within 24 hours of dispatch on the next working day. 

These delivery times may be extended during holidays.

Please note that if your delivery is marked as dispatched after 4.00pm it will be collected the next working day.

For information on our shipping costs, visit our Delivery page, found here: https://www.artovo.co.uk/pages/delivery-and-returns


Where do I find the tracking number for my order? 

We use two different delivery services at Artovo - Royal Mail Tracked and Signed and Fedex Tracked and Signed. 

Both services offer tracking numbers so you can keep tabs on your item while it’s out for delivery.

You’ll be able to find your tracking number on the confirmation email you receive once your order has been dispatched. 

If your order is being delivered by Royal Mail, the tracking number will be two letters, followed by nine numbers, then the letters GB. For Example: AB123456789GB

If your order is being delivered by Fedex, the tracking number be twelve numbers and will look something like this: 1234 5678 9012


What happens if my order gets lost in the post? 

While it is unfortunate, parcels do sometimes get lost or delayed in transit. In order to help us give the best service to our customers, please read the below carefully in the event your parcel is missing.


Delayed Orders: 

If your order hasn’t been delivered in the time you expected, please check the tracking number to make sure no issues have come up. 

If it looks like it is still in transit or has had an update within the last twelve hours, please give it a further twenty four hours before contacting us.

If there is an issue on the tracking or it has still not been delivered after an additional twenty four hours have been given, please contact us via our customer service email so we can help resolve the issue.

If you have not received your item please contact us within three working days. This ensures we are able to contact the delivery courier and issue searches for the missing item. 

After fourteen days have passed we are no longer able to issue searches and your item will be considered lost in transit. 


Lost/Missing orders:

In the event that your order is lost we will issue searches with the delivery company in an attempt to locate your item. This can take up to three days.

If they are unable to find your order you can request a refund for the amount of the lost order or you can request that a replacement be sent out. 


Returns:

What is the Artovo returns policy? 

Items can only be returned for a refund or replacement if they are damaged, misprinted or otherwise defective upon receipt. 

If you receive an item that is damaged in some way please contact us via our customer service email address with a picture of the damaged product. Once we have confirmed the issue we will advise you on how to return your item.

At this point you will be offered a replacement of the damaged item or a refund for the cost of the damaged item.


My item was returned to you:

Returned by Courier: 

There are several situations in which an item can be returned to us via the selected delivery service. We do not accept returns unless there is a pre-communicated issue with the product, so any items returned without prior notice will be destroyed with no refund given.

Please see below: 


Not called for/ Unclaimed: 

If you are not available to accept your order when delivery is attempted and do not request a redelivery the item will be returned to us once it has exceeded the couriers holding period. 


Wrong address: 

If you input the wrong address at checkout, please contact us immediately to have it changed. 

Once the order has been dispatched we are unable to change the address and delivery will be attempted. When the order has exceeded the couriers holding period it will be returned to us.


Returned By Customer with no Prior Notice: 

If you return an order to us without first contacting us to advise why the order is being returned, it will be destroyed upon receipt. 


Refused by Recipient: 

If an item is refused by the customer when delivery is attempted it will be returned to us and destroyed upon receipt. 


How do I return my order? 

If your item is damaged, misprinted or defective in some way, you can contact us via our customer service email address to let us know.

Please make sure to provide a picture of the damage to your item.

Once we have reviewed the images of the damage we will advise you on how to proceed with your return.

At this point you can either request a replacement of the damaged item or a refund for the cost of the damaged item.


Can I order samples?

Artovo UK has a sample pack available for purchase which includes a range of our products to show the great quality and vibrant printing you can expect when ordering with us. 
The sample box contains a canvas, a cushion, a mug, a coaster and a facemask.
To order a sample pack, visit the following link: https://www.artovo.co.uk/products/sample-box

Do I get a discount if I order in bulk? 

We do offer bulk discounts at certain quantity breaks. 

If you wish to order a product in bulk, please contact our customer service team to discuss if any discount can be applied. 

Please do not put through an order and then request a bulk discount, as we will not be able to accommodate this once the order has been placed. 


Where are your products manufactured?

All of our products are manufactured here in the UK in our London facility, by our expert team! From printing to sewing to packing, our team make it all, ready to be shipped out to your customers. 


Can I order from Artovo if I live outside of the UK? 

Unfortunately we do not offer international shipping outside of the UK at the moment. 



For more Artovo tips and tricks, don’t forget to check out our blogs here