Frequent questions

1. What is the delivery time?

At Artwood, each order undergoes a 100% artisanal process. We handcraft from start to finish with great care. If you are short on time and need your order for a specific and very close date, we recommend that you write to us on WhatsApp so we can advise you personally and confirm if it's possible to prioritize your order and ensure you receive it on time.

  • Production time: approximately 10 to 15 business days (not exact).

  • Shipping time once dispatched:
    • Peninsula and Balearic Islands: 48 to 72 hours
    • Rest of Europe, Ceuta, Melilla, and Canary Islands: 4 to 7 days
      IMPORTANT: We are responsible for managing and tracking all shipments to ensure proper delivery, but we cannot be held responsible for incidents arising from external courier services or factors beyond Artwood's control. In case of any inconvenience, we will be readily available to help you manage it with the corresponding company.

Please note that during peak demand periods (Black Friday, Christmas, Father's/Mother's Day, etc.) delivery times may be extended, so we recommend placing your order in advance.

2. How can I personalize my order?

When selecting the product you want, you will find text boxes on the right side (desktop) or at the bottom (mobile) where you should enter the names in one, and the base text in another (this latter personalization is optional).

It's a super easy process! But if you need help, don't hesitate to write to us on WhatsApp. (Click on the link to open the chat directly) → https://wa.me/34657589985

3. What are the payment methods?

When you reach the payment screen, you will find the option to pay with all cards, Apple Pay, Shop Pay, Google Pay, bank transfer, or Bizum. We comply with all security protocols, and all payments are processed by verified payment service providers. We do not store your card details or any type of confidential payment information.

When you choose Bizum or bank transfer, once you place your order, we will contact you within a maximum of 24 hours via WhatsApp at the number you provided in your purchase details, to give you the information so you can make the payment correctly.

4. To which address will my order be sent?

Your order will be sent to the address you provide during the purchase process. Please ensure that all details are correct before finalizing your order.
If you wish to change the address, you must inform us via WhatsApp before shipping. Once it is on its way, we will not be able to modify any details.

5. What do I do if my order arrives damaged?

At Artwood, we protect every detail. Before sending your order, we carefully inspect the product and package it with great care to ensure it arrives in perfect condition. However, we know that unforeseen events beyond our control can occur during transport. If your order arrives damaged, don't worry, just send us photos of the damage and the packaging via WhatsApp. This way, we can see what happened and provide you with a prompt solution. The incident must be reported within 24 hours of receiving the package, without exception. The warranty will no longer be valid after 24 hours.

 We want your experience with us to be as beautiful as what we create for you!

6. Can I cancel, return, or exchange my order?

It is important to know before purchasing that as these are 100% personalized products, once production has begun, cancellations, exchanges, or returns are not possible. If there is an error in your order, you will know before it is shipped because we send a photo of the result once it's ready. If the error was our fault, we will resolve it without any additional cost. If the error was yours and you need to make modifications, the cost will be evaluated depending on the modification.

  • Cancellations: You can only cancel your order within the first 24 hours after placing it. Once production has started, cancellation is not possible.
  • Returns and exchanges: We do not accept returns or exchanges on personalized products.

7. How can I check the status of my order?

Once you have placed your order, we will contact you via WhatsApp at the number you provide in your purchase details; through this, we will send you all important notifications so you are aware of your order's status.


If you have any other questions, write to us on WhatsApp and we will reply as soon as possible within our business hours: Monday to Saturday from 10:00 AM to 7:00 PM.

📲 Send message via WhatsApp
(Click on the link to open the chat directly)
https://wa.me/34657589985