FAQ

Find answers to our most commonly asked questions below. If you cannot find what you are looking for, please do not hesitate to contact us at info@creartio.com.

Ordering

How do I place an order?

Simply browse our collection, add items to your cart, and proceed to checkout. You can check out as a guest or create an account to track your orders and save your details for future purchases.

Can I modify or cancel my order after placing it?

If you need to modify or cancel your order, please contact us as soon as possible at info@creartio.com. We will do our best to accommodate your request, but once an item has been dispatched, changes cannot be made and our standard returns policy will apply.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. For orders above £5,000, we also offer bank transfer as a payment option. All transactions are processed securely.

Shipping & Delivery

How long does delivery take?

Delivery times depend on your location:

• United Kingdom: 3–5 business days (standard) or 1–2 business days (express).
• European Union: 5–10 business days (standard) or 3–5 business days (express).
• International: 7–14 business days (standard) or 5–7 business days (express).

Is shipping free?

We offer free standard shipping within the United Kingdom on orders over £200. For orders under £200, a flat rate of £9.95 applies. EU shipping is £25 flat rate, and international shipping starts from £50 depending on destination and weight.

Do you ship internationally?

Yes, we ship worldwide. Please note that international orders may be subject to customs duties and import taxes levied by the destination country, which are the responsibility of the buyer.

How are items packaged?

Each piece is carefully wrapped and secured using custom protective packaging designed for fragile and high-value items. Sculptures and larger objects are placed in bespoke foam-lined crates. All shipments are fully insured during transit.

Returns & Refunds

What is your returns policy?

You may return an item within 14 days of delivery, provided it is unused, undamaged, and in its original packaging (including any certificates of authenticity). Please contact us at info@creartio.com to initiate a return before sending the item back. Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.

What if my item arrives damaged?

We are sorry to hear that. Please contact us within 48 hours of delivery at info@creartio.com with photographs of the damage and packaging. We will arrange a free return collection and offer a full refund or replacement at no additional cost.

How long does a refund take?

Once we receive and inspect the returned item, your refund will be processed within 5–10 business days to your original payment method. It may take an additional 3–5 business days for the refund to appear on your statement, depending on your bank.

Products & Authenticity

Do your products come with a certificate of authenticity?

Yes. Every piece sold through Creartio includes a certificate of authenticity that details the artisan, materials used, and unique characteristics of the item. This certificate is included inside the packaging with your order.

Are your products handmade?

Yes. Every item in our collection is handcrafted by skilled artisans. Because of the handmade nature of our products, slight variations in colour, texture, and dimensions are to be expected — this is what makes each piece truly unique.

How should I care for my piece?

Care instructions vary depending on the material:

• Stone & marble: Wipe with a soft, dry cloth. Avoid acidic or abrasive cleaners.
• Metal: Dust regularly with a soft cloth. For brass or bronze, use a suitable metal polish occasionally.
• Glass & crystal: Clean with a soft, lint-free cloth. Handle with care to avoid chipping.
• Ceramic: Wipe gently with a damp cloth. Avoid sudden temperature changes.

Detailed care instructions are included with each item.

Custom Orders & Services

Do you accept custom orders?

Yes, we work with our artisan partners to create bespoke pieces tailored to your specifications. Custom orders typically take 6–12 weeks to complete, depending on the complexity. Please contact us at info@creartio.com to discuss your requirements.

Do you offer gift wrapping?

Yes. We offer complimentary premium gift wrapping on all orders. Simply select the gift wrapping option during checkout. Your item will be beautifully presented in our signature packaging with a personalised gift card.

Can I visit a showroom?

We currently operate as an online gallery. However, we do arrange private viewings for select pieces by appointment. If you would like to view an item in person before purchasing, please contact us at info@creartio.com to arrange a visit.