FREQUENTLY ASKED QUESTIONS
Artifilum.com invites you to take a look at our Frequently Asked Questions which may give you an answer to your questions. Don’t hesitate to send us your requests by e-mail firstname.lastname@example.org. A personal answer will be provided and can be shared if necessary.
1. Who is Artifilum?
Resident in Plombières-les-Bains (Vosges), Lina Lundquist created with the help of her family and her friends, the company Au Fil de Lina which took over Artifilum, in 2012. Having followed a formation of artisanal and traditional weaving in Sweden, she has been weaving for over 25 years. In her studio, she has been welcoming trainees since 2009. The resumption of the Artifilum activity allows her to bring her know-how to the weaving level and her Scandinavian culture.
2. Is Artifilum a store?
Artifilum is reserved for mail order or e-commerce. However, by appointment, we can welcome our customers from Monday to Friday. It is imperative to contact us beforehand so that we can be available to better receive you.
3. Why do I have to open a customer account to order on the site?
The customer account is a necessary operation to validate an order. The regulations in force in France allows you to know at any time, the status of your order and the conditions of sale of your purchases. With the customer account, you can access your information in real time. The customer account is free. The Artifilum team is particularly concerned about the respect of its customers. As a result, the information collected is only used for the proper management of your orders. We are committed to never commercialize computer files.
4. Are your yarns and products made from environmentally responsible manufacturing?
Artifilum is particularly sensitive to the protection of the environment. The store has been equipped with ecological shelving, specially made by an eco-design designer from recomposed wood without the addition of toxic glues.
Our range of yarns is maximized on products 100% natural and of good quality and we work on the use of products manufactured in respect of the environment. We will highlight, over time, products that respect the environment.
5. I wish to equip myself with a loom, but I have no particular knowledge of weaving, what do you recommend?
There is a very wide range of looms, some of which are suitable for beginners and others for experienced people. Of course, the value of basic training makes perfect sense to invest in a quality job. You will find a list of trainers on our website. They will allow you to practice on quality trades and help you in your future choices. Some internships can be supported under training contracts.
We organize, in our weaving workshop, introductory courses to the four shaft loom, on demand. These two-day courses will allow you to quickly become autonomous in the use of frames. Contact us directly.
6. I learned that in e-commerce, sellers are often only intermediaries between the manufacturer and the customer, is this the policy of Artifilum?
Artifilum does not want to be an intermediary but a direct interlocutor with the customer. As a result, most of the marketed products are controlled by our services and sent from our company. Our products from countries outside the European Union, New Zealand or Canada for example, are always received by us because they are subject to customs duties and customs clearance fees. In the case of direct delivery from the producer to the customer, these rights must be advanced by the customer. At Artifilum, you will not experience this type of inconvenience. We carry out all import procedures. The price displayed on your order is the actual price to pay, whether you live in France, Belgium or Italy ...
For some products (large floor weaving looms, for example, from Scandinavia), delivery can be made directly from the manufacturer to your home. But in this case, we will carefully follow the different stages of delivery and you will be directly informed.
All advertised prices are "free of charge".
7. How are the shipping costs calculated and how are parcels sent?
For shipments to metropolitan France, we apply a package of € 9.80 including VAT per shipment regardless of the weight of the package. In case of multiple shipments, only one transport package is applied. For customers receiving a discount, the calculation of shipping costs is the actual (depending on the weight of the package in one shipment).
For shipments outside metropolitan France, we apply the actual costs of transport.
We prefer sending by Colissimo by post. By communicating your e-mail address, you will be notified directly by Colissimo.fr about the tracking of your shipments.
For shipments requiring handling (looms, for example, or shipments out of the ordinary, we prefer express carriers (UPS, Fedex, or Chronopost) at no extra charge.
If you want a special delivery within 24 hours, we will offer a Chronopost service. In this case, the actual shipping costs will be charged.
8. How to get information on new Artifilum products or promotions?
You have the possibility to subscribe to our Newsletter. Subscription is free. By subscribing, you will receive regular information about our activity. We do not want to clutter your mailboxes with unwanted messages. As we indicate in our general conditions of sale, we refuse to market our addresses which will remain confidential. Our site is declared to the CNIL, in accordance with the regulations in force.
9. Why do not you mention "satisfied or refunded"?
The Hamon law on internet sales clearly states that every consumer has a period of 14 days to return a purchase that does not suit him. The term "satisfied or reimbursed" often used on e-commerce sites is an abusive clause likely to mislead the client. The Unfair Contract Terms Committee requests that this statement not be indicated. It must be recognized that few traders apply it. We respect our customers. Article 8 of our general conditions of sale respects these obligations.
10. I do not want to order via the internet, how to make my purchases?
Online shopping is becoming the norm for distance shopping. However, at Artifilum, we accept direct orders either by phone, on +33 (0) 3 29 34 33 12 (non-premium rate) or by email email@example.com
We can also send you the order form which will be returned by mail. For any order by mail, a check will be attached.
For clients with public accounting, we accept administrative mandates. In this case, we enclose a bank account statement to enable you to complete the mandate.
For orders from abroad, payment of the order can be made by credit card as for France, via the PayPal system or international transfer.
It should be noted that the International Transfer in the Euro zone (SEPA) is free.
11. Can I trust online payment with my credit card?
When you make the payment online, you will be, during the payment procedure, directly directed to the bank card payment site of the Banque Populaire de Lorraine Champagne. We do not intervene in this procedure and we do not record bank details. Like any purchase on the Internet, you should pay attention to the following:
- When you are directed to the bank's website, you are in a secure zone. To check it, you have to check the internet address https: //
- You must indicate the number of your credit card, the date of validity of the card, the name of the cardholder and the 3 numbers on the back of the card. In no case will you be asked for a PIN or other information.
Be careful, for most of your transactions with the bank, you will be asked for a code number that is usually communicated on your mobile phone, by SMS. Remember to have your mobile phone at your fingertips!
For payments from countries outside the European Union, you can use the PayPal service (when you order, you will click on the PayPal logo) or by International transfer.
We remain at your disposal for any difficulty during the payment.
You can make your purchases by phone and pay with your credit card. We will enter your data directly on the bank's website.
- The bank transfer is also a possibility more and more advised. In the Euro zone, this service is completely free and easy to implement. The Artifilum IBAN Code appears on your computer screen when you enter online.
12. What are your opening hours?
We are at your disposal, in our premises from Monday to Friday from 9:00 to 12:00 and from 14:00 to 17:00