Frequently Asked Questions (FAQ).
Frequently Asked Questions
Find answers to the most common questions below. If you can't find what you're looking for, write to us at office@artosgranos.ro — we respond on the same business day.
Products and Technical Specifications
What is the W-index in flour and why does it matter?
W is the alveographic index that measures gluten strength — the higher the W, the more water the flour absorbs and the longer it can ferment. A W170 flour is ideal for fine pastries (eclairs, croissants), W290 for bread and pizza with 8–12h fermentation, W370–400 for cozonac, panettone, and croissants with 48–72h maturation. All Artos Granos varieties have a W-index certified by Chopin alveographic analysis.
What is the difference between TYPE 00, TYPE 0, TYPE 1, and TYPE 2?
The type refers to the degree of refining: TYPE 00 is the finest (minimal ash, white color), ideal for delicate pastries. TYPE 0 is the basic all-purpose flour for bread and pizza. TYPE 1 has more bran, a more pronounced taste. TYPE 2 is semi-whole wheat, for rustic artisanal bread. Whole wheat (IF) contains the entire wheat grain.
What is Manitoba?
Manitoba is a Canadian-origin wheat with a very high protein content, which produces exceptionally strong flour (W 380–400). It is the key ingredient for panettone, laminated croissants, brioche, and any dough that requires long fermentation and an elastic, resistant gluten network. Our variety is Artizanul 0M.
What is the P/L ratio?
P/L describes the balance between the dough's resistance (P) and extensibility (L). A P/L of 0.50–0.70 indicates a balanced flour, suitable for pizza and bread. A P/L greater than 0.80 indicates a tougher flour, good for products that need to maintain their shape (cozonac, panettone).
What is the Hagberg index (Falling Number)?
The Hagberg index measures the activity of amylolytic enzymes in flour. An index above 250 seconds guarantees that the flour does not have excessive enzymatic activity, which could degrade the dough during fermentation. All our varieties meet this threshold.
Where does Artos Granos flour come from?
The flour is produced in Italy, according to the technical specifications defined by us (W, P/L, protein, Hagberg index). We do not stock standard off-the-shelf products — each variety is produced to order according to our recipe.
Are the products Non-GMO?
Yes. All Artos Granos varieties are Non-GMO and produced without artificial additives.
Do they contain additives or improvers?
No. Our flours are clean — 100% wheat, without improvers, without added ascorbic acid, without external enzymes. The technical specifications are obtained exclusively through raw material selection and the milling process.
Which variety should I choose for pizza?
It depends on the pizza style and fermentation time:
— Pizza with 4–8h fermentation: Clasicul 0S (W290)
— Pan pizza or hearth-baked pizza with 24h fermentation: Maestrul 0R (W330)
— Pizza with 48–72h cold maturation: Paznicul 0RR (W370)
Also consult the Selection Guide for a complete comparison.
Which variety should I choose for cozonac and panettone?
For traditional cozonac with 24h maturation: Paznicul 0RR (W370). For panettone, brioche, or laminated croissants with 48–72h maturation: Artizanul 0M Manitoba (W400).
Which variety should I choose for sourdough bread?
Rădăcina 2 (TIP 2) is ideal for sourdough bread — complex taste, rustic crust, airy crumb. Alternatively, Naturalul IF (W340) for a whole wheat bread with good strength.
Can Semola Grossa be used for pasta?
Yes — Semola Grossa from durum wheat is the traditional ingredient for fresh pasta (tagliatelle, pappardelle, orecchiette) and gnocchi alla romana. It is not recommended for bread or pizza as the main flour.
Are technical data sheets (schede tecniche) available?
Yes. Complete technical data sheets are available upon request at office@artosgranos.ro. They include: alveogram, particle size distribution, protein, ash, moisture, Hagberg index.
Are the products certified?
Production complies with DSV (Directorate for Plant Product Safety and Quality), HACCP, and ISO standards. Products are subject to microbiological and physicochemical controls for each batch.
Orders and Payments
What payment methods do you accept?
We accept: bank card (Visa, Mastercard), Google Pay, Apple Pay, and Revolut (card or direct transfer). Payment is processed securely via SSL — card details are not stored on our servers.
Can I pay by bank transfer?
Yes. For B2B orders or payments by bank transfer/Revolut Business, please contact us at office@artosgranos.ro to receive the proforma invoice and billing details.
Do you accept cash on delivery (COD)?
Currently, we do not offer cash on delivery. All orders must be paid online in advance.
Is it safe to pay by card on the website?
Yes. The site operates exclusively on HTTPS with an SSL certificate. Card payments are processed by Shopify Payments, certified PCI DSS Level 1 — the highest security standard for online payments.
Will I receive an invoice for my order?
Yes. The tax invoice is issued by ARTOS GRANOS S.R.L. (CUI RO50642481) through SmartBill and will be automatically sent to the email address provided at checkout.
Can I order with company details (invoice to company)?
Yes. At checkout, fill in the CUI/CIF field and company details. Alternatively, send us the complete details at office@artosgranos.ro after placing the order and we will issue a corrected invoice.
Is there a minimum order?
There is no minimum order. You can order just one 5kg bag.
Are there discounts for large quantities?
For recurring orders or large volumes (pallets), please contact us at office@artosgranos.ro for a personalized offer.
Can I modify or cancel an order after placing it?
Orders can be modified or canceled if they have not yet entered processing. Contact us immediately at office@artosgranos.ro or +40 771 766 246. Once shipped, the order cannot be modified.
Can I order by phone?
You can contact us by phone at +40 771 766 246 (Monday–Friday 09:00–17:00) for consultation, but the order must be placed online through the website to automatically generate the invoice and confirmation.
Why do I need an account to order?
You do not need an account — you can also shop as a guest (guest checkout). Creating an account allows you to track your order history and complete your details faster for future orders.
Delivery and Shipping
How much does delivery cost?
Delivery cost is calculated automatically in the cart based on the order weight and delivery location. Free delivery applies to orders above a certain threshold — check the active promotional banner on the website.
Do you deliver throughout Romania?
Yes, we deliver throughout Romania, including rural areas accessible by courier.
Do you deliver outside Romania?
Currently, we only deliver within Romania. For international orders, please contact us at office@artosgranos.ro.
How long does delivery take?
Orders placed Monday–Friday by 13:00 are processed the same day. Courier delivery usually takes 1–2 business days in large cities, 2–3 days in smaller localities.
Which courier do you use?
We ship via DPD and GLS for standard parcels. For pallet orders or large volumes, we use dedicated transport.
How are 25kg bags packaged?
25kg bags are individually wrapped in stretch film and placed in sturdy boxes or on a pallet to prevent damage during transport. Always check the integrity of the packaging upon receipt.
Can I track my parcel?
Yes. You will receive an email with the AWB number immediately after your order is shipped. Tracking is done directly on the courier's website (DPD or GLS).
What if I'm not home when the parcel is delivered?
The courier will leave a notice and attempt redelivery or deposit the parcel at a pickup point near you. Contact the courier directly with the AWB to reschedule delivery.
What if the parcel arrives damaged?
Refuse visibly damaged parcels and notify us immediately at office@artosgranos.ro with photos. If damage is discovered after opening, contact us within 48 hours of receipt.
Storage and Use
What is the shelf life?
The shelf life is indicated on each package (minimum 3 months from the delivery date). We guarantee that products delivered have at least 3 months of remaining shelf life on the shipping date.
How should flour be stored?
In a dry, cool, well-ventilated place, away from direct light and strong odors. Optimal temperature: 15–18 °C, humidity below 65%. Do not store directly on the floor — use a pallet or shelf.
Can I freeze flour?
Yes, flour can be frozen to extend its shelf life. Before use, let it reach room temperature (at least 2 hours) to avoid condensation which affects hydration.
Once a 25kg bag is opened, how do I store it?
Transfer the excess into an airtight container or seal the bag tightly with a clip. Use the contents within 2–3 weeks after opening under normal storage conditions.
How do I know if the flour has deteriorated?
Signs of deterioration: moldy or rancid smell, presence of insects or larvae, unusual gray or yellow color, moist clumps. Good flour has a pleasant fresh wheat smell and a fine, dry texture.
What hydration do you recommend for different varieties?
Indicatively: Stilistul 00 (55–60%), Clasicul 0S (60–65%), Maestrul 0R (62–68%), Paznicul 0RR (65–72%), Artizanul Manitoba (70–80%), Naturalul IF (65–70%), Statornicul 1 (62–68%), Rădăcina 2 (68–75%). Exact values depend on the recipe and conditions in the lab/kitchen.
Returns and Complaints
Can I return a product?
Yes, you have the right of withdrawal of 14 calendar days from receiving the order, according to GEO 34/2014. Condition: the packaging must be intact and the seal unbroken. Food products with open packaging cannot be returned for food safety reasons.
How do I initiate a return?
Send an email to office@artosgranos.ro with the subject "Return – [order number]" within the 14-day period. We will confirm instructions within 1 business day.
Who bears the cost of return shipping?
Return shipping costs are borne by the buyer, unless the product is defective, damaged in transit, or different from the one ordered — in these cases, return shipping is free.
How long does it take to get my money back?
Refunds are processed within 14 calendar days from the receipt of the returned product, using the same payment method used for the order.
I received the wrong product. What do I do?
Contact us within 48 hours at office@artosgranos.ro with photos of the received product and the label. We will replace the product or issue a full refund, including return costs.
The product arrived damaged. What do I do?
Photograph the packaging and the product immediately upon opening and send the images to office@artosgranos.ro within 48 hours. We will resolve the situation within 3 business days.
B2B Orders and Partnerships
Do you also sell to businesses (bakeries, pizzerias, confectioneries)?
Yes — a large part of our customers are professionals: artisanal bakeries, pizzerias, confectioneries, pastry shops, and restaurants. We issue tax invoices and offer tailored conditions for recurring orders.
Do you have special prices for large volumes?
Yes. For pallet orders or monthly supply contracts, contact us at office@artosgranos.ro with estimated volumes and we will send you an offer on the same day.
Do you offer samples for testing before a large order?
Contact us at office@artosgranos.ro — we analyze each request individually based on context.
Can I become a distributor or reseller?
We are open to partnerships. Write to us at office@artosgranos.ro with details about your activity.
Allergens and Food Safety
Do the products contain gluten?
Yes. All Artos Granos varieties contain WHEAT and therefore GLUTEN, a major allergen declared according to EU Regulation 1169/2011. They are not suitable for people with celiac disease or gluten intolerance.
Is there a risk of cross-contamination with other allergens?
Products may contain traces of soy and mustard from the production process. Complete allergen information is indicated on each package.
Are the products suitable for a vegan diet?
Yes. Wheat flour is a plant-based product and does not contain ingredients of animal origin.
Contact and Support
What are your business hours?
Monday–Friday, 09:00–17:00. Emails received outside business hours will be answered on the next business day.
How can I contact you?
— Email: office@artosgranos.ro
— Phone: +40 771 766 246
— Contact form
Where can I file a complaint?
Firstly, with us — we resolve any issue quickly and amicably. If you do not find a satisfactory solution, you can contact:
— ANPC: www.anpc.ro
— ODR Platform (online dispute resolution): ec.europa.eu/consumers/odr
