FAQ
Συχνές ερωτήσεις
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.
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.
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).
We do not accept shipments to PO boxes. The recipient address must be stated.
In the event that false or inaccurate delivery details have been declared, the sender is responsible for any complications or loss.
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
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.
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.
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.
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.
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.
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.
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.
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.