FREQUENT QUESTIONS

1. How can I register on the website?
If you are new here and want to register as a customer on our website, go to the 'customer profile' icon located at the top of the website with the web with the name 'Login'. This will open a screen where you you must tick where it says Don't have an account? Create one here and a window will open window will open for you to fill in your details and finally create your customer account and become part of the become part of Team Artenova Pmu. You will have to verify your account through the confirmation email that will arrive in your inbox. Check that our emails are not being deleted by your email manager (as they are considered spam) and that they are (as they are considered spam) and that the email you gave us is well written. correctly worded.
2. I have forgotten my password, can I recover it?
To recover your password, go to the Log In section and click on the Forgot your password? the Forgot your password? link, a window will appear in which you must enter your email address your email address and you will automatically receive an email with a link to reset your with a link to reset your password. Please check that our emails are not being deleted by your email manager (as they are considered spam). considered spam).
3. Can I have a different billing address than the shipping address?
Of course, we recommend you to register as a new customer and within your customer account in the your customer account in the section with the name Addresses, you can add your add your billing details and as many delivery addresses as you need. you need. When you place your order, you only have to select the shipping address of your choice. address of your choice.
4. Can I print my invoices online?
We currently do not have this option enabled. All invoices are sent with the orders, however if you need a copy you can request it by emailing request it by emailing contabilidad@artenovapmu.com and our accounting accounting department will send you a copy as soon as possible.
5. What is the difference between the DNI/CIF?
The main difference is how you are legally recognised. self-employed, your tax identification number will be your DNI number but it will be called NIF. number but it will have the name of NIF and if on the other hand you are registered as a company registered as a company, be it SL, SRL, CB, etc. Your identification number will be a CIF. We recommend that you enter your invoicing details correctly as once the invoice is generated it is very difficult to rectify it.
6. What is the VAT number?
VAT is the intra-community identification number that allows you to buy within the you to shop within the European Union. If you buy from us from outside Spain and you have a VAT number (which is not Spanish), your purchases will be purchases will be exempt from VAT. *You cannot buy in Spain with Spanish VAT Spanish. We recommend that you enter your billing details correctly as once the invoice is Once the invoice is generated it is very difficult to rectify it.
7. How can I validate my points?
In order to validate the points of an order you have already placed, you must log in to your customer account. session in your customer account, and inside your account go to the section Loyalty points where you will see the available points and the validation button for you to button for you to activate them. If you have any problems during this procedure you can contact our orders department by email at info@artenovapmu.com or call +34 679976063 and our colleagues will attend to your request as soon as possible. will attend to your request as soon as possible. We remind you that the points are valid for 2 months, so once this period has elapsed your points will no longer your points will no longer be valid.
8. How can I find out if an item is back in stock?
It's very simple, search for the item you want, if it is out of stock, a window will appear stock, a window will appear at the bottom of the article with the following following denomination *Notify me when it is available*, introduce your email and you will receive a notification as soon as the item is back in stock. back in stock.
9. Have you ordered a pre-sale?
Please note that if you have purchased a PRE SALE with a date after the date of purchase, you will not receive your order until that date. date of purchase, you will not receive your order until that date. Remember that the system sends the notification emails automatically even if they contain products that will be on sale at a later date.
10. How do I know if I have placed my order correctly?
Once you have placed your order through our website, you will receive an immediate immediately an email in your inbox confirming the order. You can you may not receive the email in your main inbox because your email manager is considering our emails as spam. If our confirmation email confirmation email is not in any of your inboxes, we recommend that you contact our order we recommend you to contact our order department at the email address info@artenovapmu.com or by phone +34 679976063, probably your order has not been order has probably not been completed correctly. Remember that for an order to be is placed correctly you must complete all the required fields, accept the conditions of purchase, choose the desired transport and the method of payment. payment method. Once you have completed these fields you will have to accept the purchase so that your order is your order will be verified.
11. How do I know if my order is being fulfilled?
When we start working on your order, you will receive an email from us called called PREPARATION ON COURSE. If any questions arise during the process we will contact you. Check that our emails are not being deleted by your deleted by your email manager (as they are considered spam) and that the email you gave us you gave us is well written.
12. How do I know if my order has been shipped?
Once your order has left our facilities you will receive an e-mail with the denomination SHIPPED. Check that our emails are not being deleted by your email manager (as they are considered spam) and that the email you gave us you gave us is well written.
13. When will my order be delivered?
If this order is placed before 16:00 noon (Monday to Friday), it will be dispatched on the same Friday), it will be dispatched the same day (working day) as long as the workload allows it. workload allows it. Our team works to deliver the goods as soon as possible. as soon as possible (during the Christmas and festive periods, they may experience experience some delay).
14. How will my order be delivered?
It is essential to be at the delivery address indicated for the delivery person to find someone to give the order to. delivery person will find someone to give the order to. If you have a doorman, or someone authorised, remember that this person will be able to pick up the order on your behalf. collect the order on your behalf.
15. How can I be informed about the delivery of my order?
-In the case of orders shipped with *MRW* orders placed in Spain (peninsula and Portugal), when the carrier picks up your order from our warehouse you will receive an warehouse, you will receive an email with the tracking number of the transport agency and a link and a link so that you can locate your shipment at any time. -If your order has been sent by *ordinary post* (Canary Islands, Ceuta, Ceuta and Melilla), our warehouse colleagues will send you a tracking number so that you can tracking number so that you can track your order. -If your order has been sent by *UPS or DHL International*, the shipping company will send you an email with the tracking number. company will send you an email with all the details so that you can track it. If you cannot locate the shipment, please do not hesitate to contact us. If you cannot locate the shipment, do not hesitate to contact us by email at via email info@artenovapmu.com or telephone +34 679976063. Please check that our emails are not being deleted by your email manager (as they are considered spam) and that they are not being (as they are considered spam) and that the email you gave us is well written.
16. How can I contact the agency?
If you don't have a tracking number, for whatever reason it hasn't arrived, or if you haven't heard from the delivery or you haven't heard from the delivery agency, remember that you can always contact us and we will you can always contact us and we will provide you with your shipment number and the telephone number of the corresponding franchise so that you can contact them and and arrange the delivery of your package.
17. Can I send a Glovo to pick up my order?
You will be able to pick up your order at our shop in Calle Estrella, 15, de Madrid once you receive in your mailbox an email with the READY FOR COLLECTION, if you come before you receive the confirmation email it is quite confirmation email, it is quite likely that we will not have your order ready yet. (Keep in mind holidays and Sundays for this calculation). If you have any if you have any doubts please contact the shop on +34918288273 so they can confirm when your order will be ready.
18. I have placed an order for in-store collection, when can I pick it up?
You will be able to pick up your order at our shop in Calle Estrella, 15, de Madrid once you receive in your mailbox an email with the READY FOR COLLECTION, if you come before you receive the confirmation email it is quite confirmation email, it is quite likely that we will not have your order ready yet. (Keep in mind holidays and Sundays for this calculation). If you have any if you have any doubts, please contact the shop on +34918288273 so they can confirm when your order will be ready.
19. Once I have received the order, can I cancel it?
To find out about the conditions and procedure for exercising your Right of Withdrawal you can consult

this link

Contact us to inform us of the withdrawal through the email: artenovapmu@gmail.com, indicating the following: -Order number. -Full name. -Contact telephone number. *Our team will attend to your request as soon as possible.
20. My order is damaged / confused / or I just want to return it, how should I proceed?
Read the conditions in the

this link

Contact us to inform us of the return via email: artenovapmu@gmail.com , our team will attend to your request as soon as possible, indicating the following as soon as possible, indicating the following: -Order number. -Full name. -Contact telephone number.
21. How long does it take to receive my order?
Deliveries will be made from Monday to Friday once payment has been made. (not including holidays). If you are in Spain and Portugal Peninsula, the transit time will be the one you choose you choose on the payment page, from 24 to 48 h, to urgent orders for same day delivery. same day delivery. We recommend you pay special attention to this point if you are in a hurry. For orders outside Spain (Europe and International) the delivery time will depend on the will depend on the place of destination and the shipping method chosen, which can go from from 2 days to 15 days or more. This is influenced by many factors such as customs, standard or express shipping, if you send by UPS or DHL, etc. You will have when you place your order outside the European Union, you should bear in mind that customs European Union that the customs costs are always borne by the buyer and depend on the depend on the country of destination.
22. Which carrier will deliver my order?
We work with the following transporters, depending on the destination you will have activated one or the other: -MRW : National shipments in Peninsula, Balearic Islands and Portugal. -UPS : International shipments (outside Spain). -DHL : International shipments (outside Spain). -CORREOS: Shipments to the Canary Islands, Ceuta, Melilla and International. -GLOVO and SIMILARS: For deliveries in Madrid, with charge and management on account of the buyer, and only valid for orders and only valid for orders with collection in shop.
23. When will my order be shipped free of charge?
Your shipment will be free of charge as long as the destination is Spain peninsula and when does not exceed 5 Kgs in weight and the amount is over 120€ VAT included. included.
24. In which cases can I return the items I have purchased?
In the event that the purchased product is not to your liking, as long as the product is unused and in the same condition in which it was delivered, and preserving its original packaging and labelling. You can notify this to artenovapmu@gmail.com within a maximum period of 7 calendar days from the receipt of your order receipt of your order and you will be able to exchange it for another article of equal or more value or, failing that, for a voucher that you will be discounting on products from our our on-line shop. We will not accept exchanges of sterilised hygiene products such as inks, creams such as inks, creams or liquids. Likewise, we will not accept exchanges of machines and supplies that are used, opened or without their original packaging. At In Tattoo Veritas we guarantee that all the products we sell are NEW and have never been used by anyone before. They go direct from the manufacturer to the end customer.
25. What happens if I don't like the machine I bought and I want to return it?
At In Artenova PMU we guarantee that all the products we sell ARE NEW and have not been used by anyone before. They go direct from the manufacturer to your hands, if you have purchased a machine or power supply that you don't like after you don't like after you have tried it, you can't return it. our philosophy is the quality and reliability of the products we sell. we sell. We recommend you, before buying a product that you are sure that it is suitable for the technique you are working with, that's why we offer you a team of experts a team of experts who can advise you so that you can purchase the product(s) the product/s that best suit your needs.
26. What is the warranty on the machine I bought?
In Artenova PMU acts as a distributor for manufacturers who guarantee that the products presented for sale guarantee that the products presented for sale are in good working order and do not correctly and do not present any defects or hidden faults that could make them dangerous or dangerous or unsuitable for normal use. The contractual warranty offered is the one usually granted by the manufacturer, which may vary from one manufacturer to another. manufacturer, this may vary from one manufacturer to another. Once the Once the customer has received the product, he/she will have the instructions for use provided by the manufacturer in its box, sufficient for the correct use and installation of the product and all the information and installation of the product and all the information about the warranty. No customer may not request a longer warranty than the one offered by the manufacturer offers.
27. My machine and/or source is under warranty and has a defect, what can I do? defect, what can I do?
You must take into account that the warranty only covers mechanical defects. manufacturing defects, it will not cover in any case falls, overuse or misuse. It is advisable to read very well the manufacturer's instructions regarding use, maintenance and cleaning. instructions regarding use, maintenance and cleaning. However, as it is within the the warranty period, you must send your machine/fountain to the manufacturer for assessment and assessment and repair. From Artenova PMU we put all our means at your disposal to to facilitate the communication with the manufacturer, even in most cases we are the ones who most cases we are the ones who send the products to be repaired. repair. The shipping costs derived from these procedures are borne by the buyer.
28. How can I pay for my order?
At In Artenova PMU we have enabled different payment methods. You can pay for your order with: credit or debit card (Visa, Mastercard, Visa Electron and/or other similar cards), bank transfer, cash on delivery, PayPal and cash on delivery, PayPal and Bizum. *Not all payment methods are available for all countries. for all countries, there may be some restrictions depending on the country. Payment by *bank transfer* must be made to the following bank account following bank account: *Caixa Bank .holder: In Tattoo Veritas Supplier. *ES80 2100 2084 64 0200137922. *SWIFT CODE: CAIXESBBXX *Concept: Please indicate the order number. *If you are going to make a bank transfer from abroad (outside Spain) remember that it must be made in Spain) remember that it must be made in euros and not in the official currency of your country. currency of your country, if it is not done in this way the transfer will be rejected and all the all costs will be borne by the customer.
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