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How do I find a product on the web?
To make it easier for you to browse our website, we have divided our products into a series of intuitive categories and subcategories.
If you wish to search for a specific article, you can do so by entering its name or its Artesanía Latina reference number in the web search engine, which appears at the top of the website and which, in addition, searches for products by approximation, that is, if you type the wrong word, the search engine will provide you with possible alternatives to what you are looking for.
What are the accepted payment methods?
Currently, the payment methods we accept are:
- Debit/Credit Card: VISA VERIFIED & MASTERCARD SECURECODECODE
- PayPal: [email protected]
- Bank transfer(only applicable for spare parts and for orders from countries not listed for shipment through the website):
- Account number: ES47-0128-0784-3801-0003-8463
Do the prices include VAT?
Yes, all the prices of the products on our website include 21% Spanish VAT.
NOTE: Outside the European Union (EU), if there are customs/tariff charges at destination, these will be paid by the buyer.
What guarantee do the Artesanía Latina products have?
According to the Real Decreto Legislativo 1/2007 del 16 de Noviembre, por el que se aprueba el texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios, EXCELLENCE MODEL KITS S.L.U. responds of the lack of conformity that are manifested in a period of two years from the delivery.
In the case of lack of conformity, you will have to inform us in the period of two months since you had knowledge of it, sending an e-mail to [email protected] indicating your data, the number of your order and the detected anomaly. In the case of a manufacturing defect, EXCELLENCE MODEL KITS S.L.U. will be responsible for the return costs, as well as the expenses related to labour and materials. The article to be returned must be correctly packed for its return. The packaging must be in perfect condition and keep all its original accessories and instructions in order to be returned.
The instructions for the correct use and installation of the product, as well as the warranty documentation included by the manufacturers, must be read by the buyer. The warranty shall be void in the event of defects or deterioration caused by external factors, accidents, in particular electrical accidents, wear and tear, installation and use not in accordance with the Supplier's instructions. Products modified or repaired by the customer or any other person not authorised by the supplier are also excluded from the guarantee.
For any questions or requests for information, you can contact Customer Service either by e-mail at [email protected] or by telephone on (+34) 689 578 269
Will I receive an invoice for the purchase?
You will be able to view the invoice in your customer area under order details once your order has been completed and shipped.
If for any reason the invoice does not appear, please follow these steps:
- Write an email to [email protected].
- Tell them your name and surname or customer number, and the order number, as well as your email or email so that we can send it to you. As soon as possible we will send it to you.
Shipments and returns
Do you ship worldwide?
Yes, we ship our products daily to all five continents, without exception.without exception. Please see below for the shipping costs to your country and the length of time it takes for the package to be delivered.
What are the shipping costs?
You can check the shipping costs at the following link:
When will my order be shipped?
Orders are shipped within 24/48 working hours once we have received the payment confirmation.
What are the delivery times?
IMPORTANT: For orders outside the European Union (EU), if there are customs/tariff charges at destination these will always be paid by the buyer / customer.
Orders for mainland Spain and Balearic Islands:
* UPS DELIVERS THE ORDERS IN 24/72 WORKING HOURS AFTER THE CONFIRMATION OF THE PAYMENT IN THE IBERIAN PENINSULA AND 48/72 HOURS AFTER THE CONFIRMATION OF THE PAYMENT IN THE BALEARIC ISLANDS.
Orders for the Canary Islands, Ceuta and Melilla:
*UPS DELIVERS THE ORDERS IN 4/20 WORKING DAYS AFTER THE CONFIRMATION OF THE PAYMENT.
Orders for Germany, Austria, Belgium, Sardinia, Corsica, France, Italy, Luxembourg, Netherlands, Portugal, United Kingdom and Sicily (excluding all other islands):
*ORDERS ARE DELIVERED WITHIN 4/20 WORKING DAYS AFTER CONFIRMATION OF PAYMENT.
Orders for Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia, Sweden (excluding all islands):
*UPS DELIVERS ORDERS WITHIN 4/20 WORKING DAYS AFTER CONFIRMATION OF PAYMENT.
Orders for Albania, Andorra, Azerbaijan, Belarus, Bosnia and Herzegovina, Georgia, Gibraltar, Iceland, Kazakhstan, Kyrgyzstan, Liechtenstein, Macao, Macedonia, Moldova, Montenegro, Norway, Russian Federation, San Marino, Serbia, Switzerland, Turkey, Ukraine and Uzbekistan (excluding all islands):
*ORDERS ARE DELIVERED WITHIN 4/20 WORKING DAYS AFTER CONFIRMATION OF PAYMENT.
Orders for Argentina, Canada, Chile, Colombia, USA, Mexico, Nicaragua and Dominican Republic (excluding all islands):
*UPS DELIVERS ORDERS WITHIN 4/20 WORKING DAYS AFTER CONFIRMATION OF PAYMENT.
Orders for Australia, Bahrain, Bolivia, Brazil, Brazil, Costa Rica, Ecuador, Guatemala, Honduras, Hong Kong, India, Indonesia, Israel, Jamaica, Japan, Jordan, Kuwait, Lebanon, Malaysia, New Zealand, New Zealand, Oman, Panama, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Saudi Arabia, Singapore, South Africa, South Korea, Taiwan, Thailand, United Arab Emirates, Uruguay and Venezuela (excluding all islands).
*UPS DELIVERS ORDERS WITHIN 4/20 WORKING DAYS AFTER PAYMENT CONFIRMATION.
Which courier company do you work with?
We work with several reputable companies such as UPS, Fedex, TNT and Express Post. For each shipment, we select the best option for optimal service and delivery time.
To consult the tracking of your shipment, simply enter your tracking number after clicking on the courier company with which your order has been sent.
How can I return my order?
If, despite all our care in offering the highest quality and control in our shipments, you are affected by any of the cases mentioned below, you may return your order after informing EXCELLENCE MODEL KITS S.L.U. by email ([email protected]) and obtaining authorisation to return your order. and obtain authorisation to do so.
-Defective Items
If any item in your order is defective either because of problems of origin or because it has been damaged in transit, you have a maximum period of seven (7) days from the date of receipt of your order to< return it to us.
We will inform you how to do it together with the corresponding return authorization. In this case the return costs will always be borne by EXCELLENCE MODEL KITS S.L.U.
- Erroneous Orders
In any case, the return of the erroneous orders will be admitted, being EXCELLENCE MODEL KITS S.L.U. who will take charge of the expenses of shipment whenever the client communicates this circumstance in the term of seven (7) days counted from the date of reception of the shipment.
- Other Reasons
If upon receiving your order you are not entirely satisfied with it, you have a maximum of seven (7) days, counting from the date of receipt to execute the right of return. Proceed to the same through the means of transport that you decide.
In all cases, EXCELLENCE MODEL KITS S.L.U., after verifying the correct state of the return, will proceed to the payment of the amount of the returned articles according to the details mentioned in the STANDARD PROCEDURE.
Other questions
How do I request instructions?
1. If the instructions pertain to currently marketed models, simply go to the product page of the model in question on the website.
- Once you are on the page, scroll down with your mouse until you see the INSTRUCTIONS button. Click on this and you will see all the files you can download.
- In order to preserve the environment, the new models come with instructions in DVD format, or printed plans with Qr code to scan that will take you to the playlist on Youtube or to the web page to download the instructions.
2. If the instructions belong to discontinued models, you can check availability in two ways: first, by typing the name or reference of the model kit for which you need the instructions in the web search engine, which is the white box at the top of the screen. The second, in the case that these instructions do not exist on the web, by writing an email to [email protected]
How can I contact after-sales service?
You can contact after-sales service in these two ways:
- Sending an email to [email protected]
- By writing to us through the ' Contact ' section.
What language are the instructions in?
All models have instructions translated, at least, into Spanish, English and French.
- To check if they are available in other languages, go to the product sheet, scroll down the page and go to the "Instructions" tab.
The tool instructions are available in English, French and Spanish.
How to order spare parts
To order parts, click here to access the form and select the option "PARTS REQUEST", or send an email to [email protected].
Add the following data:
- The reference of the model for which you need the parts, is next to the bar code and is similar to 22452 or 22452-N.
- The references of the parts you need, their numbering is reflected in the list of parts that the original kit brings.
- To make use of the guarantee, tell them your customer number and your order number, and send the proof of purchase as our products have two years warranty.
If you cannot make use of the guarantee or you do not have it because you bought the product second hand, you will have to pay for the parts and shipping costs.
- Send your full name, National Identity Card number or Passport number -required by customs outside the European Union-, your address and your telephone number: you will receive a reply as soon as possible.
- Please note that older model parts may not be available, but we will always try to obtain them for our customers.
- If you pay with your Paypal account, there is no extra charge for payment, but if you need to make a bank transfer, your bank may charge you for the procedure, depending on what type of account you have.
- When you have made the payment by Paypal or have transferred the amount to the EXCELLENCE MODEL KITS account, please send an email to [email protected], and include all your personal details: name and surname, full address, telephone number, reference and name of the model for which you need the parts and National Identity Card or Passport Number if you live outside the European Union (EU).
- Once we have checked this, we will immediately send you the products you need.
account number: ES47-0128-0784-3801-0003-8463
PayPal: [email protected]