Frequently Asked Questions

Your order will be delivered by our trusted and reliable shipping partners. We work with reputable courier services to ensure that your tequila and mezcal orders are handled with care and delivered to your doorstep in a timely manner.

Typically, we require 1-5 business days to prepare your shipment. Shipping times vary based on your delivery address and the availability of the ordered items. Upon shipment, we’ll provide you with a tracking link that includes a delivery estimate.

Please note that if you order multiple items, they may be shipped separately to ensure timely delivery.

At Artesario, we uphold a stringent age verification policy to ensure compliance with relevant regulations in the territory where our products are delivered.

• Our courier follows the “Challenge 25-policy,” which requires them to assess whether the recipient appears to be over 25 years old upon delivery. If the recipient does not meet this criterion, the courier will request identification containing the recipient’s photograph, date of birth, and either a holographic mark or ultraviolet feature. If the recipient is confirmed to be over 18 years old, the product will be delivered. However, if identification cannot be provided upon request or if the recipient is found to be under 18 years old, the product will not be delivered.
• The courier meticulously documents the outcome of this verification process in writing and shares this data with Artesario.
• Products are exclusively delivered to an adult at the shipping address or a redirected address specified by the customer. Under no circumstances are products left at a safe place location.

This policy underscores our commitment to responsible selling and ensures that our products reach only those of legal drinking age.

Yes, you can choose a different billing and delivery address during the checkout process. We understand that you may want to send a gift or have your order delivered to a different location. Simply provide the appropriate billing address for payment purposes and specify a separate delivery address where you’d like your tequila or mezcal to be shipped. This flexibility allows you to conveniently send your favorite spirits to friends, family, or any location of your choice. Please pay attention while shopping and during checkout: Prices displayed are for the selected market. If you change the destination country during shopping or checkout, prices will adjust accordingly.

Unfortunately, we are unable to deliver to Post Office boxes. To ensure the safe and secure delivery of your tequila and mezcal orders, we require a physical address where our trusted courier services can deliver directly to you.

If you’re not at home during the delivery, our courier will typically leave a delivery notification with instructions on how to reschedule or pick up your order from a designated location. Please check the specifics provided by the courier for your particular situation.

For assistance with your order or any additional questions, please reach out to our customer service team. You can contact them through our Contact Us page, and they will be happy to assist you promptly.

You will be charged for your purchase at the time of checkout. The transaction will appear on your statement as soon as the payment is processed.

To redeem a voucher code, simply enter the code at the checkout page. The discount or promotion associated with the voucher code will be applied to your order total.

We accept a variety of payment methods, including major credit cards, debit cards, and other secure online payment options. Choose your preferred payment method during the checkout process.

You can cancel your order for a full refund within two days of purchase if it hasn’t been shipped. However, once your order has been safely delivered, we do not accept returns for reasons such as change of heart, taste, or mistaken purchase. 

Please be aware that product images displayed on our website are for illustrative purposes only and may not always precisely represent the item in stock. Actual products may vary, such as in edition or batch. If the specific edition or batch is not explicitly stated in the product name or description, we cannot guarantee which edition you will receive.

If the delivery address you provide is incorrect, if you refuse any shipments, or if delivery is not successful after the final delivery attempt, your order will be refunded minus the costs of return shipping.

In case of a failed delivery attempt, the courier will leave a door tag. Make necessary arrangements with the courier service to ensure delivery or pickup at the nearest courier depot before the shipment returns.

In the rare event that you receive damaged or incorrect goods, please notify us within 48 hours of the delivery date, and we will promptly arrange for an exchange. If a replacement item(s) is unavailable, a refund will be issued once the item(s) in question are returned in their original condition.

To expedite the resolution process, kindly provide photos of the product(s) and the packaging. It’s important to retain the product(s), even in the case of breakage, as we may request their return for a successful resolution.

If your tracking details indicate that your order has been delivered but you have not received the goods, please inform us within one week of the stated delivery date. We will work with you to locate the package, requiring your cooperation and assistance in gathering relevant information from individuals and services with access to your deliveries.

If there has been no progress in your order tracking within the last 10-14 days, please don’t hesitate to reach out to our team, and we will provide assistance promptly.

If we fail to deliver your goods within two months from the date of your order placement, we will issue a full refund of your payment. Please note that this policy excludes pre-orders and unique releases.

You have the option to cancel your order for a full refund within two days of purchase if it hasn’t been shipped. However, once your order has been safely delivered, we do not accept returns for reasons such as change of heart, taste, or mistaken purchase. 

Non-refundable purchases include personalized items (e.g., engraved), all pre-sales, special releases, and seasonal items, unless explicitly stated otherwise.

Please ensure that the item is securely packaged in its original packaging or equivalent, and include all relevant documentation provided with the order.

The cost of return shipping is the responsibility of the customer unless the return is due to a mistake on our part or a defective item.

You can track the status of your refund by logging into your account or contacting our customer service team. Refunds are typically processed within [21 calendar days] after receiving the returned items.

Refunds are generally processed to the original payment method used during the purchase. If you encounter any issues, please contact our customer service team for assistance.

Artesario ensures round-the-clock email and ticket support creation, available 24/7. We commit to responding promptly, within two hours, to support requests made during regular working hours between 10:00 and 18:00 CET on Business Days. Our responses address the query’s substance, providing actionable solutions rather than mere acknowledgment of receipt. Priority is given to queries concerning next-day delivery services. Artesario collaborates closely with subcontractors and other involved third parties to swiftly resolve issues, providing timely feedback to Customer Services. We ensure sufficient capacity to handle all Customer Services inquiries, dynamically scaling operations during peak periods to maintain quality service levels.

You can contact our customer service team through our ContactUs page.

At this time, we do not offer personalization services. However, we are continually exploring new options to enhance your shopping experience.

If you’re experiencing difficulties placing an order, please ensure that all required information is entered correctly. If issues persist, contact our customer service team for assistance.

Periodically, we may offer promotions that include free items with purchases. Please check our Promotions page for current offers and details on how to redeem free items.