FREQUENTLY ASKED QUESTIONS
Have a question? Check out the answers to frequently asked questions below and you might find the information you're looking for.
We remain at your disposal at sav@andarta-pictures.com for any other requests.
Contact us.
Customer Support and Service: We are online from 10 AM to 5 PM Paris Time, Monday through Friday. Customer support is available in English and French. For any other questions, please visit our contact page.
Products
Are your products made in France?
We favor production made in France or in Europe to guarantee quality and durability.
Are the designs exclusive?
Yes, all of our designs are inspired by The Quest for Ewilan and created exclusively for our store.
Do you ship internationally?
We ship worldwide, except to South Korea. Some restrictions apply depending on the territory. Restrictions are listed on the product page, and you will also be informed of them during checkout.
When will my order be shipped?
Having chosen the pre-order system for each of our products, please refer to the information provided on each product sheet.
Do I have to pay duties and taxes on my order?
For orders in France, duties and taxes are included in the price. For orders placed outside of France, payment of any customs duties and import taxes is the responsibility of the customer and will be collected at the time of delivery. These fees are not included at checkout. They are determined by the customs regulations of the destination country and are beyond our control. We are unable to estimate these fees, as they vary from country to country. The best way to calculate these costs is to contact your local carrier or customs office. If the customer refuses delivery of their order due to customs fees, the package will be considered abandoned and will be destroyed by the carrier. The order will not be eligible for a refund.
Gift card
How do I use my gift card?
When paying, enter your unique gift card code in the dedicated section.
Do gift cards have an expiration date?
Yes, they are valid for 1 year from the date of purchase.
Can I return my order?
You can return any order within 14 days of receipt. The item must be unused, unworn, and in the same condition as received, with original tags and packaging. The customer is responsible for return shipping costs using a trackable shipping method.
How can I return my order?
If you wish to return an item within 14 days of receiving your order, follow the steps below:
– Send an email to sav@andarta-pictures.com to inform them that you wish to return your order. In the email, please include the order number, the items you want to return, and the tracking number.
– Ship the products to the address below. Remember to include the original invoice in the return package:
ANDARTA PICTURES
33 rue de Chony
The Cartridge Factory
26,500 BOURG-LES-VALENCE (FRANCE)
The customer is responsible for shipping costs using a trackable shipping method. Andarta-pictures-shop is not responsible for items not received due to shipping issues.
Once your order has been returned and inspected, you will receive an email informing you of the refund status. If the returned order passes inspection, a refund will be issued to your original payment method.
Can I exchange a product?
If you wish to exchange an item, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our normal returns policy.
How can I track my order?
If you placed your order as a guest, please refer to the order confirmation email you received. If you created an account when placing your order, you can find your order status in the "My Orders" section of your account.
What payment methods do you accept?
We accept payments via American Express, Visa, MasterCard, PayPal, Apple Pay, and Google Pay. These are all secure payment methods. We do not store any data relating to your payment information. We bill you for your order in euros. The actual price charged to international customers will be subject to the exchange rate applied by your credit or debit card.
Do you have any discounts or promo codes I can use for my order?
To use a promo code, make sure you've added all items to your cart, including sale items. Then, enter the promo code in the dedicated field during checkout.
Please note that only one promo code can be applied per order.
Do I need to create an account to order?
No, you do not need to create an account to place an order on our store. If you would like to create an account, you can do so during checkout.
Please note: Creating your account will entitle you to a 5% discount on your first order, as well as a discount on your birthday.
