How long will It take to get my package?
Standard shipping time is 4-10 days for the metro areas and 5-14 days for the regional areas.
My order hasn’t arrived or later than expected, what shall I do?
If your expected delivery date has passed and you haven’t received your order, please contact us.
What if my order in incomplete?
You’re unable to add on further items to an order after purchase. If anything was missed, you’ll need to please a separate order and contact us to consolidate the delivery.
I’ve received only part of my order, what shall I do?
Please check your dispatch confirmation email, if it shows “Partly Dispatched”, It means that the rest of your order is coming separately. If you no longer have your confirmation email, you can check this through “Track Your Order”.
Can I place the order on the phone, email or via other channels like live chats or social media chats?
No, for better monitoring and tracking, we can only accept the orders that are placed online. If you have difficulties using the online store, please contact us.
Can I place an order for custom made items?
Sorry we currently don’t have the capacity to process custom made orders, but feel free to send the enquiries to email@example.com, we will assess case by case.
I want to place a large trade or corporate order?
Please contact us for any trade or corporate order enquiries.
Do you delivery internationally?
Yes, we can delivery internationally with charge. Please contact us to obtain a quote.
Can you ship to a PO box?
Sorry we can’t ship to a PO box. Please provide the physical delivery address.
Can I track the progress of my delivery?
Yes, you will receive an email when the order is dispatched, with the tracking number and carriers’ details.
If I order several items, will they be delivered at the same time?
If the items are in the same order, then they will be delivered at the same time. If the items are in different orders, they will be treated as separate consignments and likely to be delivered separately. You can also contact us to consolidate multiple orders to one delivery.
How can I change my delivery details?
Once the order is placed, please contact us to change the delivery address or you can change the default addresses through “My Account” for future orders.
What happens if the carriers lost my parcel?
This rarely happens however if this situation was to arise, contact us and we can get this resolved for you.
Can I provide additional delivery instructions?
If you need to provide additional delivery info before the order is placed, simply add it in the order notes. If you need to provide additional delivery info after the order is placed, please contact us.
I haven’t received a confirmation email with the tracking number
If you haven’t received the dispatch confirmation email within 2 business days after the order is placed, please contact us.
I would like to place an order now but receive on a specific date, what can I do?
Simply add in the order notes with the date that you prefer the delivery to arrive. If you are not sure, please write “delivery date TBA”, then contact us when the date is confirmed.
My order has dispatched and arriving soon, but I am not ready to receive it, what can I do?
Please contact us, we can advise the courier to hold the order in the depot for up to 7 days.
I tracked my order, and it says been delivered but I don’t have it. What should I do?
Please contact us immediately, if we can provide the proof of delivery or photo proof with the destination identity, then the order will be treated as delivered. Otherwise, we will track the order for you with the delivery company.
How can I contact your delivery company?
We’ll send an email to you once your products have dispatched with information of the carrier.
What happens if I am not there when delivery is attempted?
The driver will contact you to arrange re-delivery and leave a card.
How do I know when my delivery will arrive?
Once your order has dispatched, you’ll receive an email with all the delivery details you need. The tracking page has a guideline of the estimated transit time. When the tracking status says, “Out for delivery”, that is the date that the order is likely to arrive.
What is your delivery charge?
We offer free delivery Australia wide.
Can I click & collect?
Yes, you can collect from our warehouse in Derrimut VIC. Please add in the order notes “click & collect”, we will contact you when the order is ready for collection.
Payments & Gift Cards
What payment options do you have?
At the moment, we offer direct bank transfer, Splitit, Afterpay, Paypal, Zip Money and credit card payment.
What is the currency on the website?
The currency is Australian dollar.
How can I use my discount code?
Enter your code at the checkout, exactly as it appears. Please note, one code can only be redeemed once. Our discount code has no expiry date unless the item that the discount code attaches to sold out or discontinued.
How do I save a card to my account?
You can do this at the checkout when you pay for your next order. Use the credit card payment option, and tick ‘Save My Card ‘ when filling out your new card details.
Why don’t I see my saved card at checkout?
For security reasons, when we save your card, we only allow it to be used for orders that are being delivered to an address for which you’ve previously used the card. So, if you’ve moved to a new house or placing an order for delivery to a friend or relative, you need to re-enter your card details (and check the ‘Save My Card’ checkbox). Next time you order for delivery to that address the card will appear as a payment option.
Can I delete a saved card from my account?
Yes, go to My Account > My Payment Methods and you’ll see all cards saved to your account with the option to ‘delete’ any you no longer want stored.
Are my card details secure?
Yes, we never store your full card details, only a token (that we use for future purchases) and enough information to display on the website so that you know which card it is, i.e., the last 4 digits of the card number. Also, we only allow the card to be used when the same delivery address has been used for the card before, which reduces the risk of someone accessing your account and ordering with your saved card.
Which card types can be saved?
You can save any Visa, MasterCard or American Express card.
Can I pay by cheque or purchase order?
We’re unable to accept cheque’s or purchase orders as a form of payment.
How long does the gift card valid?
Our gift card has no expiry date.
I am a corporate or trade customer, how can I pay for my order?
You can either order directly from our online store or contact us to request a proforma invoice.
Product & Stock
Where is your warehouse?
All our products are stored in the warehouse in Derrimut VIC.
Where are your products manufactured?
Our products are made locally, China or Malaysia. Please contact us if you would like to know the country of origin of a particular product.
Where do you source your material from?
All the timer material are sourced from FSC certified suppliers.
What colours are available?
The colours availability can be found in the product page.
How can I check with stock availability?
You can see the stock available when your selection the option of the product, or simply contact us.
Does my purchase come with a warranty?
Please refer to the warranty page.
I received the wrong product, what shall I do?
Firstly, we’re sorry you received the wrong product. Please contact us with details of your order and what you’ve received, and we’ll get it sorted.
I’ve received my order; however, the parts are missing.
Please contact us and indicate the part number that you think is missing, and we will organise a replacement.
Are your products for commercial use?
Our Products are designed for residential use and we do not make any guarantees or warranties about their performance in a commercial environment.
Can you purchase a pair of products or a set of products individually?
If the item is listed as a pair or a set, you’re unable to purchase them individually.
I can’t assemble the products. Can you help?
Please follow the assembly instruction and video. If you have any difficulties, please contact us with any videos or pictures that can explain the issue.
Will my furniture fit?
Take a look at the dimensions of the item, found under the specifications tab in the product page.
Can I ask the carrier to assist with assembly?
No, we use 3rd party courier who are not Artiko’s employees. They will not be responsible for any assembly services.
Returns & Refunds
Can you process my refund onto a different credit/debit card?
By law, any refund must go onto the original used card, so this isn’t something we’re able to do. If the refund declined, we would then contact yourself and alternative card details can then be taken.
How will I be refunded?
The refund will go back onto the same card you used to place the order with us and will be paid back to you via a return transaction.
If the refund was to be declined, we will then contact you after 30 days to obtain further bank account details.
I would like to return my order- over 14 days
We give all of our customers 14 days to return any item – even if it’s not damaged. However, if it goes over 14 days and you have simply changed your mind, we are unable to arrange for this item to be returned to us.
If the product is faulty or damaged, then please contact us with photos of the damage and our team will be happy to advise you accordingly.
I would like to return my order -within 14 days
You can return your item to us within 14 days of delivery for a full refund. Contact us and we will assist you with your return. Collection charge will be deducted from the refund.
I received a faulty/damaged/wrong item, what should I do?
Although this is very rare, should your product not arrive in perfect condition, please send us an email with an image of the faulty product within 48 hours after order arrival, and a member of our dedicated customer service team will advise on the best solution, including refund, replacement or repair options.
The colour doesn’t match as I thought it would or doesn’t fit into the room of my choice, can I return the product?
You can certainly return your item to us if you’re unhappy about the colour. You will need to let us know within 14 days of delivery and a collection will be arranged for you. There will be collection charge.
When will I see refund in my account?
Once the return arrives our warehouse, we will verify the condition of the return, this process will take 5-7 working days. Once the condition is verified and the return is approved, the refund will be processed within 2 business days.
How much do returns cost?
If you need to return an item because it’s faulty, or because of something we’ve done wrong, we won’t charge you for the return/collection. But if you’re returning an item because you’ve changed your mind, you’ll need to pay the cost noted below.
If you return your whole order, we’ll give you a full refund, including what you paid for delivery, minus the returns or collection fee.
If you only return some of your order, we’ll refund for those items and their delivery, minus the returns or collection fee.
|Item package under 1 meter long||$30 per item|
|Item package 1-1.5 meter long||$50 per item|
|Item package 1.5-2 meter long||$80 per item|
|Item package over 2 meter long||$100 per item|
What returns will not be accepted?
The return will be rejected if it meets any one of the below conditions:
- The item is not in the original packaging, including the inner and outer packaging.
- The item is not packed the way it arrived.
- The item or the packaging has visible signs of wear or use.
- The item is requested to return after 14 days return period.
What happens to my loyalty points if I am refunded?
Your loyalty points for the refunded item will be deducted from your account.