As a general rule, placing an order or a customized order from artecasanueva.com implies acceptance of these general conditions of sale reflected in this document. The client declares, under his responsibility, to have read and understood these General Conditions of sale and accept them. No stipulation made by the client may differ from those of artecasanueva.com, if they have not been expressly accepted by "the owner" Inmaculada Ruiz Casanueva.

These terms and conditions, together with your acceptance in the purchase confirmation, constitute the contract between you and artecasanueva.com without objection or reservation of any kind. Any incident, claim or complaint must be communicated to the following email address: inma@artecasanueva.com

Formalization of the purchase

This information and the details contained in the website, and in particular in the Online Store section, do not constitute a sales offer and there will be no sales contract between us in relation to any product until your order has been accepted by "the holder ”(even if the charge has already been made to your account). If your offer is not accepted and a charge has already been made to your account, the amount thereof will be refunded in full.


In accordance with article 27 of Law 34/2002 of July 11 on services of the information society and electronic commerce (L.S.S.I.), the different procedures to enter into the online contract are recorded.

To place the order, you must follow the online purchase procedure and "authorize payment."


Choose the products you want to buy by clicking on the add to cart button. At the end of the selection of products go to the shopping cart, (which allows you the possibility of rectifying, eliminating or correcting errors in the selection of products).

Follow the steps that the system requests, such as shipping address, billing information, payment method, email and other information. After this step, all the information requested during the purchase process will appear on the screen, the system will ask you to confirm the order.

After doing this you will receive a first email with the Payment Confirmation made excluding shipping cost. You will then receive a second email for the Order Confirmation with the additional cost of shipping and the paypal link to pay that amount. Once this payment has been made, the formalization of the purchase contract is understood and confirmed with the indication of the delivery time.

In some products, the shipping cost may be previously indicated and added to the price, thus making a single payment.

How to customize a tile or product in the Online Shop

In some products there is the possibility of including a text such as a number, name or words (the number of characters will depend on the size of the product) that you can indicate in the purchase process.

In these products you will see a "personalized text" field in which the maximum allowed number of letters that you must fill in before continuing with the purchase process will be indicated.


In 24 working hours we will send you a sketch by email with the customization you want and the delivery time, and once the sketch is approved, you will receive your finished tile within the time period indicated in the email.


The purchase contract is formalized when the client receives from artecasanueva.com in his email the Acceptance of the Order and or order with the confirmation of the total price, including the cost of shipping, and an indication of the delivery time, and once the buyer makes the payment of the initial amount that constitutes the purchase confirmation, which has been agreed between the parties and which will appear in the mail of Acceptance of the Order, above mentioned.

 The ArteCasanueva workshop will keep the client informed at all times of the status of their order or commission during its completion and, once completed, it will be shown to the client to verify its satisfactory execution and proceed with its delivery.

At the time of delivery of the order or order, it will inform you of the carrier that will carry out the shipment and of all the data referring to it.


The product file in the Online Store as well as in the Catalog describes its general characteristics, the photographs shown in the same do not imply any contractual relationship.


Orders and orders will be sent once the total price of the same and shipping costs have been paid. The deadlines for delivery are merely informative, and are not binding on the owner of artecasanueva.com.

The client will not have the right to request the cancellation of an order or commission or any compensation (including the cost of transport) in the event that there is a delay in the delivery of the product for reasons beyond the control of artecasanueva.com


The shipment is made by courier and is insured.

In the international shippings the workshop (the owner of artecasanueva.com) is not responsible for the fees, duties and customs taxes that this entails. International shipments to countries of the European Union (EU) or other countries must always be consulted in advance with the ArteCasanueva workshop.

For all items the shipping price and delivery time se calcula en función del peso del pedido y el destino y puede ser de 48 h a varios días dependiendo de las características de los artículos comprados.

-For ITEMS IN THE ONLINE STORE, they are indicated at the end of the purchase process.

Please check the shipping costs when appropriate after completing your order and before making the payment.

In the event that the shipping price is no longer indicated in the Online Store, once the purchase is completed, the email will be sent to you. Order Confirmation with the shipping price and delivery time. If you have any questions at any time during the purchase process, please contact me by email or wsp.


-For CUSTOMIZED ORDERS the customer will be informed of the shipping costs and delivery time through the quote, whether the shipments are to mainland Spain or to the Canary Islands, the Balearic Islands, Ceuta or Melilla.


Most of the packaging used for shipments is made of recycled or reused materials, bubble wrap, cork and cardboard to prevent breakage and ensure the arrival of the product in perfect condition at its destination.

Track your order

As soon as the order leaves the workshop at its destination, the customer receives an email notification (look at spam) with the name of the carrier and the order tracking number.


Only returns of products that have suffered damage during transport or in the event that a wrong product has been sent will be accepted.

When a wrong product has been sent, that is, another model different from the one purchased, artecasanueva.com takes charge of the return costs and will proceed to send the correct product.

We recommend that you open the package and check the status of the product before signing the receipt.

If your product has arrived broken or with defects such as enamel chips, to distinguish it from the characteristic irregularities of a handmade article, follow these steps:

1- You must state the relevant incident on the delivery note (take a photo of the document).

2- by email notify immediately within 12 hours of receipt and

3- Sending a photo of the product where you can see the breakage or damage

4- Once the breakage occurred during transport has been verified, and reported on the same day and notified in writing on the delivery note upon receipt of the merchandise, another equal product will be sent to you at no cost.

For being a craft work It is not considered a manufacturing defect the slight differences in color, texture or shape between the product shown in the Online Store and the product received.

There may be slight differences in the color tones and textures between the tile shown in the Catalog and the newly made tile, since as it is painted by hand and with custom-made enamels, each piece is unique.


The following forms of payment can be used: bank transfer, paypal or bizum

We do not accept cash on delivery.

bank transfer

The bank transfer must be made within three days after placing the order in the account indicated in the email you receive with the Order Confirmation.

In the transfer you must indicate your name and surname, as well as the order number to which the payment refers.

Once the payment of the total payment has been verified in the indicated account, the order will be sent to its destination. To speed up the process, you can send a copy issued by the bank (paper or digital support) to the email inma@artecasanueva.com

All transfers will be made in euros


With the secure platform of Paypal you will have two payment options:

  1. If you have a Paypal account by logging in and choosing the payment method you prefer
  2. If you do not have a Paypal account, you can make a payment through the secure payment platform by credit card.


You can use the Bizum system to make payments of small amounts, that is, less than € 500 (five hundred euros).

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