Frequently Asked Questions - Arroway Textures Shop

What happened to the old "Wood - Volume One"?

The expansion of our product portfolio has made it necessary to revise the whole structure of our product lines as well as the naming conventions for individual products. We will start a new series of high-quality wood veneer textures soon, for which the slightly unfittingly named "Wood - Volume One" has to make way. To hopefully prevent confusion, we have decided to discontinue our current flooring/parquett collection "Wood - Volume One" - at least as a physical product. The individual textures will still be available as download-only items though.

Do I have to pay customs dues/taxes when importing your products into my country?

The following rules apply:

  • Deliveries inside Germany are always taxed.
  • Deliveries inside the European Union are tax-free if the customer provides us with a valid VAT-ID.
  • Deliveries to countries outside the EU are always tax-free, but subject to taxation and/or customs dues according to the regulations of your country.
I have placed an order, but have not received any confirmation via email.

There are several possible reasons:

  • There is a spelling error in the e-mail address you provided. If you had created a user account, please login and check/correct the e-mail address.
  • Our e-mails got blocked by a spam filter. Please check the 'spam' folder of your e-mail account.
  • Your order was not completed properly, e.g. you were not transfered back to our shop from the website of a payment provider. Please check if a payment has been made. If so, please contact us. If not, please try to order again.
Can i become a reseller of your products?

Sure! Please contact us, so we can negotiate the details.

Do you offer a discount for educational/academic institutions?

Yes we do. Please contact us!

What payment options are available?

We accept payments by credit card, PayPal, bank transfer, cash-on-delivery and cheque. Which of these options are available to you depends on your country. The list of payments options is updated automatically to show only options that are available.

I received a broken disk...

No problem, we will of course replace any damaged/unreadable disks as long as the following conditions apply:

  • The disk was damaged/unreadable on arrival, either due to a production error or caused during shipping.
  • The disk really IS damaged. Sometimes older DVD drives have trouble reading DVD-R disks. Please try the disk in another (newer) drive.

Please contact us to report a damaged disk.

What are the shipping times/rates?

We ship via UPS, DHL Express and standard mail. Shipping times and rates vary accordingly. Please use our shop to get a precise quote. You don't need to create an account to get this information.

What is a 'VAT ID' and where can I get one?

VAT (Value Added Tax) is a tax that is added to the value of a product when it is manufactured and is paid by the customer at the time of purchase.

An European VAT ID is an unique alphanumeric code released by each country to their citizens and organizations, see table below.

Country Local name Abbreviation Country code Format
Austria Umsatzsteuer-Identifikationsnummer UID AT 9 characters, the first position following the prefix is always "U" - e.g. ATU99999999
Belgium BTW identificatienummer / Numéro de TVA BTW-nr BE 10 digits, the first digit following the prefix is always zero ("0") - e.g. BE0999999999
Bulgaria Идентификационен номер по ДДС

Identifikacionen nomer po DDS
? BG 9-10 digits
Cyprus Αριθμός Εγγραφής Φ.Π.Α.

Arithmós Engraphḗs PH.P.A.
? CY 9 characters - e.g. CY99999999L
Czech Republic Daňové identifikační číslo DIČ CZ 8, 9 or 10 digits
Denmark Momsregistreringsnummer CVR DK 8 digits, 4 blocks of 2 - e.g. DK99 99 99 99
Estonia Käibemaksukohuslase number KMKR EE 9 digits
Finland Arvonlisäveronumero ALV nro FI 8 digits
France and Monaco Numéro d'identification à la taxe sur la valeur ajoutée No. TVA FR 11 digits, the first and/or the second value can also be a character - e.g. FRXX 999999999
Germany Umsatzsteuer-Identifikationsnummer USt-IdNr. DE 9 digits
Greece Αριθμός Φορολογικού Μητρώου

Arithmós Phorologikoú Mētrṓou
ΑΦΜ EL 9 digits
Hungary Közösségi adószám ? HU 8 digits
Ireland Value added tax identification no. VAT no IE 8 digits, the second can be a character and the last one must be a character - e.g. IE9S99999L (S = letter/digit/"+"/"*", L = letter)
Italy Partita IVA P.IVA IT 11 digits
Latvia Pievienotās vērtības nodokļa (PVN) reģistrācijas numurs PVN LV 11 digits
Lithuania PVM mokėtojo kodas PVM LT 9 or 12 digits
Luxembourg Numéro d'identification à la taxe sur la valeur ajoutée No. TVA LU 8 digits
Malta Vat reg. no. Vat No. MT 8 digits
Netherlands BTW nummer BTW nr NL 12 characters - e.g. NL999999999B99
Poland Numer Identyfikacji Podatkowej NIP PL 10 digits, last one is a "control digit"
Portugal PT - Número de Idenfificação de Pessoal Colectiva (NIPC) - Número de Identificação Fiscal / Contribuinte (NIF) 9 digits
Romania Cod de înregistrare în scopuri de TVA CF RO 2-10 digits
Slovakia Identifikačné číslo pre daň z pridanej hodnoty IČ DPH SK 10 digits
Slovenia Davčna številka ID za DDV SI 8 digits
Spain Código de Identificación Fiscal CIF ES 9 digits, the first or the last value can also be a character - e.g. ESX9999999X
Sweden VAT-nummer or momsnummer Momsnr. SE 12 digits, of which the last two are always 01.
United Kingdom and Isle of Man Value added tax registration number VAT Reg No GB regular: 9 digits (block of 3, block of 4, block of 2 - e.g. GB999 9999 99); branch traders: 12 digits (as for 9 digits, followed by a block of 3 digits); government departments or health authorities: 5 characters starting with GD (e.g. GBGD999) or HA (e.g. GBHA999)
My bank needs a preliminary invoice or other information to make the transaction.

That should be no problem. Please contact us.

Do you deliver to my country?

Most likely, yes! Generally, we ship world-wide. If you can't find your country in the select box of the address form, this can have several reasons:

  • We might just have forgotten to add it. Please let us know.
  • Your country imposes such heavy import regulations, that we just cannot reasonably comply with them. Please don't take it out on us!
How much are your products in my currency?

There are several websites which provide currency conversion, e.g. http://www.x-rates.com. Another quick way would be to use Google. Just enter 'EUR USD' as a search (substitute USD with your currency).