shipping & returns
Shipping and delivery terms
Items shipment
Your order will be delivered by a third party courier at the address you specify when submitting your order at our online shop. Caution: For your security, it will NOT be possible to change the specified delivery address after the submission of your order. If you chose bank transfer as a payment method, the delivery period starts from the date that the payment has been completed and is present in our bank account
Products that are available upon request
For products that appear as available upon request, delivery times may be longer, depending on the availability of each product, with a maximum of 40 working days.
In case of incorrect shipping address provided on your part or non-reception of an item due to the recipient being absent, the item will either be held by the third party courier service company for a few days or it will be returned to our shop. If the item remains with the courier service company, you will have to reach them directly and arrange for the delivery of the item free of charge. If, however, the item has returned to our store and you wish to arrange for a new shipping and delivery date, please let us know by email at info@fetolia.com and we will arrange with the courier service company a new shipping date at your expenses.
Shipping costs
Shipping costs are included in the prices for any destination. It is clearly stated on our website that we offer “FREE DELIVERY ALL OVER THE WORLD” under the condition that the destination address will not be an area away from the main part of town, according to the criteria of the third-party courier, in our case DHL or UPS. In such case, the client must confirm a different address or pay the extra cost.
Payments
All prices include the shipping costs but not the local customs taxes or other local costs (if applicable). Payment can be placed to your order either using direct transfer to our IBAN bank account or with a credit or debit card (Visa, Mastercard/Maestro).
Delivery Time
Delivery time refers to the transit time between our warehouse and the customer’s address. As we strive to achieve the upmost satisfaction for our clients we try to deliver as fast as possible. For this reason, we are using one of the with the highest rated courier companies worldwide for qualified deliveries, DHL.
Greece
We can guarantee transit time 1 working day for most destinations in Greece where destination is accessible by road (please add order processing time*). For very remote places and islands you can contact DHL for accurate transit times.
European Union
Within European Union’s countries transit times will be 2 working days (please add order processing time*).
United States
Transit times will be within 7 working days considering a smooth customs operation.
Australia
Transit times will be within 10 working days considering a smooth customs operation.
In cases of extreme weather conditions, force majeure, strikes or similar situations which are beyond normality, and we can’t be held responsible, please contact DHL with your tracking code for accurate deliveries.
Order Processing
Orders are processed within 1 working day from Monday to Friday excluding national and official holidays. Our office can handle your orders within 1 working day if they are received until 14.00 hours otherwise your order will be handled the day after.If your order contains items on backorder, the above rules also apply when the item will again be available in our warehouse.
Returns
If you’re looking to return and exchange your order with another product for whatever reason, we’re here to help! You can return your order within 14 working days after receiving your product, if you don’t like it or if it is an incorrect size. The day of receipt will be notified to us by DHL.
Please not the following for returning your item:
- Returned items must have tags still on and have to be returned in the original product packaging without any damage even on the packaging.
- Returned items must have no visible signs of wear or use.
To initiate a return, please complete the following steps:
- Reply to your order confirmation email to request which products you would like to return.
- Print the prepaid return shipping label that you will receive by email. Send all items back to us using the label provided.
Defected Items
If the product you receive has a defect, we will accept it back. After it passes our quality control once more, we will inform you accordingly about the possible credited amount. However, it is important to mention that each product is checked twice, firstly when it enters our warehouse and secondly before it is packed for delivery.
Lost/Damaged Items
If the received item is lost or damaged on arrival by DHL, then please let us know and we will discuss the final fee that will be credited depending on the information we receive from the courier service and your input.
Complaints
FETOLIA focuses on the continuous improvement of its operation, the services provided and to the presentation of its website. To this end, user comments, remarks, complaints and suggestions, provide us with valuable information and support in our task to improve our services.
If you wish to bring something to our attention, file a complaint or provide us with feedback or proposals to improve our website and the information and services provided therein, we would be delighted for you to contact us directly to info@fetolia.com.
