Shipping Information – Charges, Delivery and Product Availability
Shipping Charges
- If you purchase any tangible product(s) for pickup from our premises, you only pay the product(s) price.
- For purchases made on our website requiring shipping, all orders will incur shipping charges.
- We exclusively ship our products via ELTA COURIER to ensure secure delivery.
- Upon shipment, you will receive an email with the tracking number.
Our standard shipping is via the Greek post office ELTA. We offer international shipping via ELTA (Greek post office) also. UPS (Courier) FedEx or DHL will be used only upon request of the customer. We will email you the shipping charges and after you have paid
them, we will ship out the item(s). Please allow an extra 1-2 weeks for international shipping depending on your destination. If a package is over 20 kilos (44 lbs.), then we cannot use ELTA because they don’t accept packages over this weight, and we will notify you via email for the shipping carrier and costs.
Product Availability
- We endeavor to prepare and dispatch all packages within 2-5 business days. If this is not feasible for any reason, we will promptly notify you. The total delivery time for your package depends on the shipping method and your destination.
Below are the estimated times, inclusive of our packing and shipping durations. For instance, for a Standard Delivery package, the total time is calculated as follows:
(2-5 days for us to pack and ship) + (Shipping Time) = Total Delivery Time - We are located in Naxos, Greece. Packages take 3-5 business days to arrive within Greece, and 10-15 days to arrive in any international destination. Your final shipping cost and estimated delivery time will be available to you during checkout. If an item is not available for any reason, we will email you with the exact day it would be ready to be shipped.
Shipping or Billing to P.O. Boxes, APO/FPO and International Addresses
** All credit cards that have a P.O. Box Billing address or any orders with a Shipping address to a P.O. Box will incur a $25.00 charge that would be added to your total after we receive your order. This $25.00 charge is separate from the shipping charges and this $25.00 charge incurs in order to cover the extremely higher Credit card transaction fees and discount rate fees the Merchants charge that are extremely higher than those with a regular Billing or Shipping address because they are considered risky charges and they charge us very high fees. You can avoid this $25.00 Handling charge by using a credit card with a Billing address other than a P.O. Box address.
** Also Shipping to APO/FPO, American Samoa, Canal Zone, Guam, Mariana Island, Puerto Rico & Virgin Islands addresses with valid USPS zip codes incurs a $25 charge. This fee will be added to your order after we receive it and it is separate from the shipping charges. Shipments to Alaska, Hawaii, and U.S. territories are generally sent by U.S. Priority Mail and delivery times may vary. Thus No Overnight Shipping method is available for those addresses.
Shipping method is available for those addresses.
** Shipping to International addresses (Worldwide): International Credit Cards with a P.O. Box Billing or Shipping address are not accepted. If ELaiolithos considers your order as a large order, then for security reasons, you might be given instructions on how to make payment via Wire Transfer only. Overnight Shipping is not available to any International Address.
Please Note: ELaiolithos has the right to cancel any order without any reason provided if it considers the transaction might be fraudulent or suspicious.
Customs Duties
Shipments to foreign countries may be forced to pay an extra charge at the time you receive your item. If so, this is a customs duty levied against you by your government.
Not all countries have customs duties, which are different from postage – as it is more similar to sales tax by your country. Unfortunately, the money does not come to ELaiolithos, it has nothing to do with us and we have no control over it. We do not know which countries will charge duties, nor when they will decide to collect these customs duties, or not. We always mark the custom forms as gifts, rather than merchandise, and this sometimes helps to avoid customs tax. But, sometimes it has no effect, and your government will charge customs duty anyway.
Policy for Non-Tangible Items (Services) Exchanges at ELaiolithos
This policy establishes the framework for exchanging non-tangible items, specifically services offered at ELaiolithos, including massages en-suite, cooking classes, loom weaving textiles classes, guided tours, and all other services posted on our website. These services are integral to our guest experience and must be exchanged with care and professionalism.
Eligibility for Exchange
a. Only guests who have booked specific packages inclusive of these services are eligible to participate in the exchange.
b. Both parties involved in the exchange must agree to the terms and conditions outlined in this policy.
Approval Process
a. Guests wishing to exchange one service for another must submit a formal request to us.
b. The front desk or guest services will review the request to ensure it aligns with the availability of services and the terms of the booking package.
c. Upon approval, guests will be informed of the exchange and any associated changes to their itinerary.
Documentation
a. A written agreement detailing the terms of the exchange must be signed by both the guest and ELaiolithos which is the relevant service provider for (e.g. massage therapist, cooking instructor, or weaving instructor).
b. The agreement should include specifics such as the date, time, and duration of the exchanged service.
c. Copies of the agreement should be retained by both parties for reference.
Duration of Exchange
a. The duration of the exchanged service should be equivalent to the originally booked service.
b. Any deviations from the agreed-upon duration must be mutually agreed upon and documented in the exchange agreement.
Performance Evaluation
a. Following the exchange service, guests are encouraged to provide feedback on their experience to help maintain quality standards.
b. Service providers should also evaluate the guest’s participation and engagement during the exchanged service.
Confidentiality
a. Both parties must respect the confidentiality of any personal information shared during the exchanged service.
b. Guests are kindly requested to maintain the confidentiality of proprietary techniques or recipes acquired during cooking or weaving classes. The cooking book provided post-class is intended solely for their personal use and should not be disseminated or published. It contains ELaiolithos’ signature recipes and culinary secrets, which we hold dear to our tradition and identity.
Dispute Resolution
a. In the event of a dispute arising during the exchange, guests should notify guest services or the front desk immediately for resolution.
b. Guest satisfaction is a priority, and every effort will be made to address and resolve any concerns promptly.
Compliance
a. All exchanges of non-tangible items must comply with ELaiolithos’ policies and procedures.
b. We adhere to professional standards and conduct ourselves with integrity and respect at all times.
Amendments to Policy
a. This policy may be updated periodically to reflect changes in service offerings or guest feedback.
b. Any amendments to the policy will be communicated to staff and guests to ensure clarity and transparency.
Conclusion
By adhering to this policy, ELaiolithos aims to facilitate seamless and enjoyable exchanges of non-tangible services for our guests. We prioritize guest satisfaction and aim to deliver exceptional experiences in all aspects of their stay.
Artisanal Craftsmanship and Color Variation Policy
At ELaiolithos, we take pride in the artisanal craftsmanship of our products, all handmade by local women using 100% Greek cotton. These eco-friendly and sustainable creations embody our commitment to preserving traditional techniques while contributing to a more responsible future. We strive for our images to be as accurate as possible, ensuring your experience with our handmade items is nothing short of exceptional. While variations in color may naturally occur due to picture resolution, rest assured that these nuances accentuate the individuality of each piece.
Please note that such variations do not constitute defects, and returns for color discrepancies will not be accepted.
Quality Assurance and Customer Satisfaction Commitment
Before each item leaves our premises, it undergoes rigorous quality checks multiple times to ensure impeccable craftsmanship and superior quality. Our dedicated team meticulously inspects every detail, leaving no room for compromise. This thorough process is a testament to our commitment to excellence and our unwavering dedication to customer satisfaction. We take pride in our products, and we want every customer to feel confident and delighted with their purchase. Our goal is to eliminate any potential problems or regrets by delivering nothing but the finest handmade creations. At ELaiolithos, we stand behind our craftsmanship, and we strive to exceed expectations, ensuring that each customer’s experience is nothing short of exceptional.
Unique Product Policy
At ELaiolithos, we take pride in offering some unique, one-of-a-kind products that cannot be replicated. Each item in our collection is meticulously crafted and holds its own distinct character and charm. Once a customer purchases a unique product, it is marked
as sold, and it will not be available for purchase again. We want to ensure transparency and clarity for our customers, so under the description of each unique product, it is explicitly stated that only one is available, and once bought, it is considered sold. As
such, we kindly advise our customers to carefully consider their purchase before completing the transaction, as refunds or exchanges cannot be accommodated for these exclusive items.
Our commitment to providing exceptional and exclusive pieces remains unwavering, and we appreciate the understanding and support of our valued customers in embracing the rarity and individuality of each product in our collection.
Policy for Exchanges of Tangible Items (Products) Sold Through ELaiolithos Eshop This policy outlines the guidelines and procedures for exchanging tangible items, specifically products sold through ELaiolithos Eshop. These products encompass our signature items that reflect the essence of ELaiolithos and uphold our commitment to quality and excellence.
Eligibility for Exchange
a. Only customers who have purchased products through ELaiolithos Eshop are eligible for exchanges.
b. Exchanges are subject to the terms and conditions outlined in this policy and must comply with relevant laws and regulations.
Eligible Products for Exchange
a. Exchanges are limited to signature items sold through ELaiolithos Eshop.
b. Products must be in their original condition, unused, and accompanied by proof of purchase.
Exchange Process
a. Customers seeking an exchange must initiate the process within [24 hours] of the original purchase.
b. Exchanges can be processed either online through the Eshop platform or in-person at designated ELaiolithos premises.
c. Customers should specify the reason for the exchange and provide details of the desired replacement product.
Inspection and Approval
a. Upon receipt of the returned item, ELaiolithos staff will inspect the product to ensure it meets exchange eligibility criteria.
b. Exchanges will be approved only if the product is in its original condition and complies with the terms of this policy.
Replacement Product
a. Customers may exchange the returned item for a replacement product of equal or lesser value, subject to availability.
b. If the replacement product is of lesser value, the price difference will be refunded to the customer through the original payment method.
Non-Exchangeable Items
a. Certain items may not be eligible for exchange due to hygiene reasons or specific restrictions. These items will be clearly communicated to customers at the time of purchase.
Shipping and Handling
a. Customers are responsible for the original cost of shipping charges.
b. Customers are responsible for the cost of shipping the returned item to ELaiolithos.
c. ELaiolithos will cover the cost of shipping for the replacement product, provided it meets exchange eligibility criteria ( if the return is due to ELaiolithos’ error)
Refunds
a. Refunds will not be issued for exchanged items. Customers may only receive a refund if the replacement product is of lesser value (If the replacement product is of lesser value, the price difference will be refunded to the customer through the original payment method.)
Amendments to Policy
a. This policy may be updated periodically to reflect changes in product offerings or customer feedback.
b. Any amendments to the policy will be communicated to customers through the Eshop platform and other relevant channels.
IMPORTANT RETURN & REFUND INFO:
- Please note that refunds are not optional in the event that you or the recipient does not accept the item, and or it takes days for the package to be delivered because of the absence of the recipient.
- We reserve the right to refuse or charge a restocking fee for any returns/exchanges not meeting the above conditions.
- Items must be returned unworn, undamaged, and unused, with the original packaging included.
- Please take care and be responsible when you unpack your packages or when you pack your return item(s), and return them in the same condition you received them. Any returns that do not meet our policy criteria will not be accepted.
Conclusion
By adhering to this policy, ELaiolithos aims to facilitate smooth and efficient exchanges of tangible items purchased through our Eshop. We value our customers’ satisfaction and strive to provide excellent service in all aspects of their shopping experience.
Returns of Tangible Products
Terms and conditions for exercising the Right of Withdrawal:
You may exercise the right of withdrawal within fourteen (14) calendar days from the receipt of the product in order for it to be considered timely and does not require any further justification from you.
In case of valid exercise of the right of withdrawal, a condition for return is that the product is in its original condition, the packaging is intact, and all accessories are included (such as sales receipt or invoice), any gifts, accompanying products, and materials.
In cases where the product has lost its value due to improper handling beyond the simple examination of its functionality and characteristics, you must compensate for the decrease in its value with a monetary refund. In this case, the specific monetary compensation will be deducted from the amount refunded to you. In each such case, you will be informed before the credit and refund process is completed.
Exceptions to the Right of Withdrawal:
The Right of Withdrawal does not apply to cases excluded by applicable legislation and case law, such as products manufactured for you with your own specifications. In the event that the product we sent you is different from what you ordered, you can return it within fourteen (14) calendar days from the date of purchase without any shipping charges. The return of the product in this case can only be made if the product is in its original condition and with full authentic packaging.
Return Costs: Return costs are paid by the company only in the case of our own mistake or defective product, provided that you have previously communicated with elaiolithos.com. In all other cases, the costs are borne by the customer. You MUST contact us first to receive a RETURN AUTHORIZATION.
Policy for Replacing Defective Products
At ELaiolithos, we take great pride in the craftsmanship and quality of our handmade loom weaving textiles. Each piece is meticulously crafted by local women, some of which are customized to our customers’ requirements, resulting in unique and signature items that reflect our dedication to authenticity and tradition. However, in the rare event that a product is found to be defective, we have established the following policy to ensure prompt resolution and customer satisfaction:
Identification of Defects:
Customers are encouraged to inspect their product(s) upon receipt. If any defects are noticed, they should be reported to our customer service team within 7 days of delivery.
Assessment and Verification:
Upon receiving a report of a defective product, our team will carefully assess and verify the nature of the defect. This may involve requesting additional information or photographs from the customer to facilitate the evaluation process.
Options for Replacement:
If the defect is confirmed to be a result of craftsmanship or quality issues, customers will be offered the following options for replacement:
- For non-customized items: A replacement product will be shipped to the customer at no additional cost, with the exception of items falling under the Unique Product Policy. In such cases, we will offer alternatives or similar items to ensure customer satisfaction.
- The defective item may be returned to ELaiolithos, and we will reimburse the shipping expenses.
- For customized items: We understand the unique nature of customized products and will work closely with the customer to find a suitable solution. Depending on the extent of the defect, options may include replacement, or partial refund. Our goal is to ensure that the customer’s specific requirements are met to the best of our ability.
Timeframe for Resolution:
We strive to resolve any issues regarding defective products in a timely manner. While the exact timeframe may vary depending on factors such as the nature of the defect and product availability, we are committed to keeping the customer informed throughout the process and expediting the resolution as efficiently as possible.
Customer Satisfaction Guarantee:
ELaiolithos is dedicated to ensuring the complete satisfaction of our customers. If at any point during the replacement process a customer is dissatisfied with the proposed solution, we encourage them to reach out to our customer service team for further assistance. We are committed to finding a resolution that meets their needs and exceeds their expectations.
This Policy for Replacing Defective Products underscores our commitment to delivering high-quality handmade loom weaving textiles and providing exceptional customer service. We value the trust our customers place in us and are dedicated to upholding the integrity of our products at all times.
Amendments to Policy:
Modifications to these Terms and Conditions: Periodically, we may modify these Terms and Conditions. In such instances, all the revised terms will be published in an updated version of these Terms and Conditions on the Website.
Applicable Terms and Conditions: The Terms and Conditions (as integrated into the Contract) governing your purchase of any Product(s) will be those in effect at the time you place your Order, unless we have informed you of a significant change to the applicable Terms and Conditions before sending you the delivery confirmation, and you have confirmed your intention to proceed with your Order.
