Question 1

How long does it take for my shipment to arrive?

Accepted Answer

Europe : 7-15 business days by road depending on the destination country, 1-3 business days by air
America – Canada – Australia : 3-10 working days by air transport
America – Canada – Australia : 8-12 weeks by shipping

The transportation time does not include weekends, holidays, national holidays and any other occasion defined as non-working by the countries where the parcel passes through or is destined for (e.g. Catholic Easter).

The transit time also does not include the time spent at each customs office. For any delay at any customs office through which the parcel passes, the shipping company bears no responsibility and there is no compensation for the delay.

For delays due to force majeure in the country of destination or at any point along the parcel's route (e.g., strikes, holidays, street markets, damage or work on the road network) or extreme weather or other phenomena (e.g., fires, floods, snow), our company bears no responsibility for any delays or inability to deliver the goods.
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Please note that during periods of high load and many holidays there are delays in departures from Athens customs, as well as from the respective warehouses that stop along the way.

Question 2

How is the transportation cost calculated?

Accepted Answer

Road transport : volume + weight + packaging where necessary
Air transport : volume + weight + packaging where necessary
Shipping : cubic meter + packaging for household and personal items, per container for olive oil containers

Question 3

How can I track the status of my shipment?

Accepted Answer

Air transport : via the shipping code we provide you.
Road transport : via the shipping code we provide you or via telephone communication, depending on the method of departure.
Shipping : after telephone contact with our office

Question 4

What information do you need for the shipment?

Accepted Answer

In each shipment we must have contact information for the sender and recipient, as well as email where possible. The information includes the sender's VAT number for the correct completion of the export paperwork. In the recipient's information, a contact telephone number with the local number of the country where the shipment is destined is preferred. It is also important to include the apartment number where available, as well as anything else that may be indicated on the bell (if the recipient's name is not indicated).
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We do not accept shipments to PO boxes. The recipient address must be stated.
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In the event that false or inaccurate delivery details have been declared, the sender is responsible for any complications or loss.

Question 5

What are the payment methods for the shipment?

Accepted Answer

• In cash to our driver or at our office
 • With POS in our office or digital POS via the internet
 • By bank deposit to an Alpha Bank, Eurobank, Ethniki, Piraeus or Viva account
 • With IRIS
 • With Revolut

Question 6

Can the recipient pay for the shipment?

Accepted Answer

Of course it can. Once we have the boxes at our location, we calculate the cost and inform the recipient. The recipient makes a deposit and then their shipment departs.

Question 7

Where is my shipment delivered?

Accepted Answer

By air and road transport : at the recipient's address, on the sidewalk
By sea transport : at the customs office of each port

Question 8

What happens if they can't find the recipient?

Accepted Answer

In case the recipient is not at home on the day of delivery, the system and the recipient are informed via the system that the delivery did not take place. The recipient should contact our partner in the respective country to re-route the shipment.

Question 9

Are there alternative delivery methods if the recipient has difficulty receiving the order on the day indicated by the system?

Accepted Answer

• The recipient can change the delivery date before the delivery date through our partners' customer service system (also available online), so that they can be served on a day that is more convenient for them.
 • If the recipient has difficulty receiving the items at their place, there is the alternative of having the items delivered to a neighbor or roommate.
 • Another alternative to courier shipments is for the recipient to choose to pick up their packages from our partner's nearest store.
 • If there is a reception in the building then delivery can be made at the reception

Question 10

What is the cost of customs?

Accepted Answer

Customs are state control and taxation services and are subject to state control, independent of any transport company . Customs has a control and taxation mechanism. Control is always carried out and is separate from taxation. There is no charge for the control process. A charge is made when the customs officer in the destination country considers that the content exceeds the value of the duty-free limit, which changes from country to country. Our transport company cannot help you with the amount of taxation, as it concerns the taxation of the destination country. The only ones responsible for such answers are the customs departments of our partners. Our company has no control over the cost of customs nor is it responsible for it. Our transport company cannot give you an estimate of the cost of customs, as customs declarations differ from country to country and from shipment to shipment. For an estimate of the cost, you can contact the relevant department of our correspondents. For the cost of import from countries outside the European Union, we provide you with the telephone number of the customs office with which we collaborate for clarifications.

In case of a charge, you will be informed by our partner via email or SMS. To avoid fraud, please confirm by phone that the message you received is indeed from our partner.

Question 11

In case the shipment needs to be returned, what is the procedure?

Accepted Answer

In case of return, the shipment is returned to our company offices. The costs that will arise are borne by the sender. The costs concern the shipping and any customs clearance, if the original destination was outside the European Union. If the sender refuses to cover these costs, our shipping company has the right to abandon the shipment without compensation.

Question 12

I am in a city outside of Athens. Can I send a package abroad with you?

Accepted Answer

In this case, the package will need to be delivered to our facilities in Athens. You can either use our extensive network of partners or use your own partner. You will need to cover the cost of transportation from your city to Athens. We can pick up your packages from the partner's facilities in Athens to our offices free of charge.

Once we have the package in our hands, we inform you of the final cost, you pay us the amount via bank transfer and your shipment proceeds.

Question 13

Is there insurance on packages?

Accepted Answer

Το κόστος της ασφάλισης είναι ξεχωριστό από το κόστος μεταφοράς. Για να ασφαλιστεί ένα δέμα θα πρέπει να υπάρχουν αποδείξεις αγορών για το περιεχόμενο του δέματος, καθώς και η κατάλληλη συσκευασία. Σε περίπτωση αποστολής ηλεκτρονικών συσκευών οι αποδείξεις δε θα πρέπει να είναι παλαιότερες των δύο ετών. Εννοείται πως οι αποδείξεις που θα παρουσιαστούν θα πρέπει να έχουν ημερομηνία παλαιότερη της ημέρας αναχώρησης της αποστολής.

Question 14

Important information for declaring the value of the parcel:

Accepted Answer

• In the event that the sender does not insure the package, the maximum compensation he can receive in the event of loss is €5 per kilogram of package.
 • The value of the contents as well as the full contents must be declared prior to departure. Declarations of the value of the contents after departure of the shipment are automatically considered invalid.
 • Money, jewelry, checks and other types of valuables or valuable items are prohibited from being transported as unaccompanied parcels with our carrier.

Question 15

What happens in case of damage?

Accepted Answer

In case your package arrives damaged, our shipping company must be informed immediately. The recipient will need to send us photos of the damage and information about the damaged items. If our shipping company is not informed by the customer within 20 calendar days from the date of delivery of the package, the transfer is automatically considered successful and any claim for compensation is automatically considered invalid.

Question 16

Conditions for compensation in case of damage:

Accepted Answer

• proper packaging inside and outside the box
 • with photos to prove the damage
 • with proof of purchase

Compensation is not given if the boxes travel with incomplete packaging from the sender. Please follow our shipping company's recommendations for packaging the packages.

Question 17

Do you have the personal information I gave you for the shipment registered?

Accepted Answer

Your personal information is registered in our system for the issuance of the necessary documents for your shipment and remains stored in it. They are used exclusively for the purposes of your transportation and only if there is an order from you. For the shipment of parcels with partners, our company shares only the information necessary for communication with customers or information needed for customs procedures, and only for the current transportation. Our database is not accessible from external sources and the data is not provided to third parties for any reason.

Question 18

How long can I request information about my shipment?

Accepted Answer

We retain the details of each shipment for a period of two months after the completion of the shipment. The completion date is considered the day on which our correspondent's system indicates that it was delivered to the recipient. After the two months have passed, no further information about the shipment can be requested.

FAQ