Frequently Asked Questions
Find answers to frequently asked questions here. Or use the chat bubble or our email address artifact.mokup@gmail.com for your questions.
Website
Do I need to create an account to order?
No : You can also purchase without an account . However, creating an account makes it easier to access the site's features, such as your invoices and tracking your orders.
How do I create/access my account?
It is not possible to log in/create an account using a regular password . You must receive a one-time code in the email address you use to log in each time .
This method allows for greater security , both for you and for our site, as well as access to advanced features.
How do I access my invoice?
It is automatically sent by email after payment and accessible from your customer area if you have created one.
What payment methods do you accept? Is it secure?
We accept payments by credit card (Visa, Mastercard, American Express), as well as by Apple Pay and PayPal .
All these payment methods are secure and processed by Shopify , in order to guarantee the protection of your purchases.
Note: Shopify provides website hosting and security. However, additional security measures are added to our site for even greater reliability. Furthermore, no banking or personal information is stored directly on our store.
How do I validate my order?
Once you have added your desired items to your cart, confirm your order by following the steps in the cart window (located in the upper right corner). All relevant information is summarized before final payment.
Is it possible to modify or cancel my order after payment?
If your order hasn't yet been shipped (check it on the tracking page), please contact us as soon as possible using our contact form or by email at artifact.mokup@gmail.com so we can address your request. Because once handed over to the carrier , cancellation/modification is generally no longer possible .
If the package has not yet been shipped, we will be able to give you a full refund.
Note: Don't forget to retrieve your order information, including your order number , to simplify the identification of your items and thus respond to your request.
Can we pay in installments?
This option is not currently available. We are looking to offer it soon.
What protection is there for my personal data?
We apply the General Data Protection Regulation .
Thus, you have control over your personal data , and you can request the deletion of your data at any time (contact us by email), especially for parents/guardians who wish to erase their children's data online.
To learn more about our data policy, all the information is available at https://artifactmokup.fr/policies/privacy-policy
How does a refund work?
For a refund related to delivery and if you subscribed to the UP Shipping Guarantee when you made your purchase, go to the guarantee page here , where your request will be processed.
Without this guarantee , contact us to find out if you are eligible and follow the procedure provided. If you are eligible for a refund, it will be processed within 7 days of receiving the returned product. Depending on your original payment method, a bank processing time may apply before the refund appears in your account.
Do you have a physical store or other points of sale?
Only our website is allowing you to purchase our products for now. There is not yet other place, whether online or in person, where it would be possible to buy our products.
Any other site that claims to be a direct seller of our products is likely a scam, so please be careful with such sites.
Feel free to contact us if you would like to see our products in your business.
How to contact customer service?
Several options are available: via our chat (for various questions), through our contact form on our website, or by email at artifact.mokup@gmail.com . We strive to respond within 2 business days (excluding weekends and public holidays).
None of our three contact methods use automated responses or chatbots. Messages are processed manually , which may result in a delayed response , especially outside of normal business hours (9 a.m.–7 p.m.) and on weekends . If you don't receive a response after two business days, please try contacting us again. We may have experienced a problem on our end.
We take the time to respond to you personally in order to offer you the best possible support.
How to contact customer service?
Several options are available: via our discussion chat (for various questions), through our contact form on our website, or by email at artifact.mokup@gmail.com. We strive to respond within 2 business days (excluding weekends and public holidays).
None of our three contact methods use intelligent chatbots. Messages are processed manually, which may lead to a response delay, particularly outside of usual business hours (9 AM – 7 PM) and on weekends. If you do not receive a response within 2 business days, please try to contact us again. We may have experienced an issue on our end.
We take the time to respond to you personally to offer you the best possible support.
Delivery
What are the delivery times?
Our average order processing time is 1 to 3 business days . Shipping times vary depending on the carrier chosen: generally 2 to 6 business days for France , and 2 to 11 business days for international destinations . You will receive a tracking number as soon as your order is shipped.
Note: If products are out of stock, please allow an additional 1 to 6 business days for us to restock!
If you have selected delivery to a collection point, additional delays may occur.
How do I track my order?
Go to our package tracking page here with your order number to track your order's progress. (The number must begin with "MOKUP" followed by a series of numbers.)
Note : After your order is accepted, you will receive an acknowledgement confirming your order and providing tracking information, including your tracking number.
(Tracking may be handled differently depending on the carrier).
What are the shipping costs?
Shipping costs are displayed when you place your order and depend on the weight, volume, carrier, and delivery address. The total price is shown before payment confirmation.
Note : Shipping rates cannot be set, as these depend on third-party carriers (La Poste, UPS, DHL, etc.). We also cannot offer physical points of sale for item collection.
How does free shipping work?
When your cart (all the products you wish to purchase) exceeds a certain amount, your order will be eligible for free shipping!
Therefore, you will not have to pay for delivery in this case.
Free shipping is currently only available in mainland France
Can I request delivery to a relay point?
Yes , you can choose delivery to a collection point and select the location of your collection point where you wish to pick up your parcel.
Please note : delivery times to collection points may be longer, and special attention should be paid to the location of the collection point. Technical issues, closing times, or branch closures may occur, so please check that your collection point will be open and accessible for optimal service.
What should I do if my package never arrived?
If you purchased the UP Shipping Guarantee , please visit the guarantee claim page by clicking here where your request will be processed once it has been sent.
If you haven't purchased any insurance, please use the contact form or email us at artifact.mokup@gmail.com : we will open an investigation with the carrier and look for an alternative solution depending on your situation. However, without the UP Shipping Guarantee, we cannot guarantee that your request will be fulfilled.
Note: Manufacturing, preparation, and delivery times may vary. Please consider each step before contacting us: your package may still be in transit!
Beyond 30 days after dispatch, you can request, without giving a reason, a full refund or reshipment of your order.
Which areas/destinations do you deliver to?
We deliver throughout mainland France .
We are currently working on enabling international deliveries. However, this option is not available in the meantime.
Which carriers are used?
We ship via several carriers (La Poste, Chronopost, Mondial Relay, Colissimo, DHL, UPS, etc.). The carrier is automatically selected based on your address and the shipping method chosen when you confirm your order.
You can request to assign your order to a carrier of your choice, however additional charges may apply.
Can we get a quick delivery as soon as an item is ready?
By default, we send all items in the same package ; we do not offer custom options to select each item to be sent separately.
To ensure your order is shipped as quickly as possible, you must select the "Express" shipping option when placing your order.
What to do in the event of a defective or non-compliant product?
Having trouble with your order?
If you purchased the UP Shipping Guarantee with your purchase, please visit the guarantee page here , where your claim will be processed.
If you have not purchased any warranties, use the contact form , or our email artifact.mokup@gmail.com and send us some photos : together we will find the best solution: exchange, repair or refund if you are eligible.
Depending on the circumstances, you will need to return the package at your own expense, in accordance with our return policy.
Are the payment or delivery methods not working?
Several reasons could explain this problem:
- The payment is not displayed:
If your order exceeds 25 kg , online payment is not available.
Reduce the quantity of items to fall below this weight and be able to complete your purchase.
- Delivery to a collection point is not working:
If an error message is displayed, it is probably because your order exceeds 10 kg and is therefore not eligible for delivery to a collection point.
In this case, reduce the number of items and place several orders to receive all of your products.
If none of these situations apply and the problem persists, please contact us via the chat bubble or by email at the following address: artifact.mokup@gmail.com
Can I have an order shipped directly to a third party (gift)?
Yes , you just need to specify the recipient's address as the delivery point at the time of payment.
Note: we do not (yet) offer a gift wrapping service.
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Satisfied or your money back
14 days to change your mind, return your order and get your money back!
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What's new
Follow us on social media to see our future products in advance!
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Delivery in Europe
We only deliver within the European Union.
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Contact us!
We'll reply to you in our chat bubble or by email: artifact.mokup@gmail.com
