FAQ

FAQ – Frequently Asked Questions

To better assist you, we have compiled some common questions from our customers.

1. How do we protect our customers?
   We protect information during its transmission from your computer, smartphone, or tablet to our server. This is made possible by data encryption techniques, complying with the highest online security standards. Therefore, you can rest assured that no one will see your financial data.

2. How can I track an order?
   Our tracking system works through the postal service website. Within 3 days after your purchase is approved, you will receive a tracking code. With this code, you can monitor your order’s journey until it arrives at your home. The tracking code is sent to all customers by email.

3. What is the delivery time?
   Our customers typically receive their orders within 7 to 20 calendar days. The product is shipped directly from the manufacturer to your home.

4. What is the shipping time?
   Shipping time is 1 to 3 calendar days from payment confirmation. You will receive your tracking code by email as soon as your order is dispatched!

5. Where does the product come from?
   Most of our suppliers are located in the United States, Asia, Europe, and locally within Brazil.

6. Can I pay in instalments by bank slip (boleto)?
   No, instalments are only accepted via credit card.

7. Is there a warranty?
   We offer an exchange or refund warranty if you use the product for up to 7 days and encounter any manufacturing defects. Please refer to our Exchange, Return and Refund Policy.

8. What if my delivery is delayed?
   Don’t worry. You can track your delivery using the tracking code sent to your email. For any delay or if your product does not arrive for any unexpected reason, please contact us at support@homeartificelondon.co.uk  Also, please read our Delivery/Shipping Policy.

9. Can I be charged customs fees in Brazil?
   For international products, according to Law Decree 1804/80 regarding imports, any imported product can be taxed if its cost exceeds USD $50. Most of our products are below this value, but depending on the size of the item, taxes may apply. If this happens with your product, contact us for guidance on how to proceed. Please note that in case of taxed products, the final payment is the sole responsibility of the consumer.

10. Where are you located?
    Home Artifice London is an online store that sells products directly from the supplier to your home. You can contact us most easily via email at support@homeartificelondon.co.uk. All customers receive a response within 24 hours.

11. How can I be sure I ordered the correct size?
    To facilitate your purchase, we provide a size chart in the product description with measurements so you can check before placing your order.

12. What do I do if I never received my product?
    Please contact us if you have not received your order. We will then initiate the refund process. Contact must be made via email at support@homeartificelondon.co.uk . Also, see our Exchange, Return and Refund Policy.

13. Can I pay in instalments?
    Instalments are only allowed when paying with a credit card. You can split payments into up to 12 instalments.

14. How can I contact your company if my question isn’t answered here?
    We want to maintain close contact with our customers and build trust. For any questions you have, we will be happy to talk with you and clarify everything. On our homepage, you can submit your question. Our support team will respond within 24 hours. Or send us an email at support@homeartificelondon.co.uk.

15. I want to change or cancel my paid order, what do I do?
    If your order has already been processed and shipped, it cannot be cancelled. If you need to change the delivery address, please contact us to check what is possible. Send an email to support@homeartificelondon.co.uk. In the subject field, include your order number to speed up the service.