EXCHANGE & RETURNS POLICY

If, for any reason, you are not satisfied with your order, you may request a product exchange or refund in accordance with the terms set out below.

GENERAL TERMS

Products must be returned in their original condition, unworn, unused and undamaged, with their original tags and packaging, where applicable.
The deadline for submitting an exchange or return request is fourteen (14) business days from the date of receipt of the order.
To make an exchange or return, the product must be sent in accordance with the procedure described in the relevant sections of this Policy.
Exchanges and returns cannot be made at our central warehouse, even if order pickup is available from that location. Exchanges and returns are handled exclusively through the designated shipping methods.
To initiate an exchange or return, the customer must contact Customer Service so that the request can be registered and confirmed.
Specific terms concerning defective, incorrect or missing products, as well as underwear and earrings, are set out in the relevant sections below.
For orders placed as part of the 2+1 Offer, the additional specific terms set out in the separate “2+1 Offer” section also apply.

PRODUCT EXCHANGES IN GREECE

Product exchanges are available only for orders within Greece.
Deadline: The exchange request must be submitted within fourteen (14) business days from receipt of the order.
Product Condition: Products returned for exchange must be in their original condition, unworn, unused and undamaged, with their original tags and packaging, where applicable.

Exchange Procedure

To arrange an exchange, the customer must contact Customer Service by phone, email or social media. The exchange is registered by DECORO, after which the new product is dispatched.
The exchange is carried out through a simultaneous parcel exchange via ACS or Courier Center. Upon delivery of the new parcel, the customer hands over the product they wish to exchange to the courier.
This procedure applies regardless of the method used to deliver the original order. Therefore, even if the original order was delivered via Box Now or Skroutz Point, the exchange will be carried out via ACS or Courier Center.
The customer should not send the product back independently, and there is no need to place a new order.

Exchange Cost

The first exchange for each order is free of charge.
From the second exchange onwards, a fee of €5.00 applies per exchange.
An exception applies where, during the first exchange, the customer selects a more expensive product or additional products and pays an additional difference of €10.00 or more. In this case, the second exchange for the same order is provided free of charge as a customer service benefit.

Value of the New Product

The new product or products selected for the exchange must have a total value equal to or greater than the value of the product or products being returned.
If the new products have a higher total value, the difference is payable upon delivery of the new parcel by cash on delivery to the courier. No additional fee applies to payment of this difference.

Discount Coupons on Exchanges

If a discount coupon was applied to the original order, the discount will also be taken into account for the exchange, provided that the specific coupon is still active.
If the original coupon has expired, another active coupon offering an equal or lower discount may be applied, but not one offering a greater discount.
Discount coupons cannot be applied to products that are already discounted.
A discount coupon with a greater value than the one applied to the original order cannot be applied to an exchange.

Pickup from the Central Warehouse

Product exchanges cannot be made by delivery to or collection from our central warehouse, even if pickup of new orders is available from that location.
Exchanges are handled exclusively through the designated parcel exchange procedure via ACS or Courier Center.

REFUNDS IN GREECE

Refunds are available for orders within Greece, subject to the following terms.

Return Deadline

The return request must be submitted within fourteen (14) business days from receipt of the order.

Product Condition

Products must be returned in their original condition, unworn, unused and undamaged, with their original tags and packaging, where applicable.

Return Procedure

Before sending the parcel, the customer must contact Customer Service by phone, email or social media to receive information about the return procedure.
Returns are made:

• Via ACS or Courier Center, with the shipping cost charged to the recipient; or
• Via Box Now, exclusively where the original order was delivered via Box Now and the relevant shipment number is available.

Returns sent with charges payable by the recipient through any other courier company will not be accepted.

Return Cost

The return cost is deducted from the amount refunded to the customer:

• €5.00 for returns via ACS or Courier Center.
• €3.00 for returns via Box Now.

The customer does not pay any additional amount when handing over the return parcel, as the applicable charge is deducted from the refund amount.

Refund

The refund covers the value of the products returned, less the applicable return cost.
Service and shipping charges relating to the original order are non-refundable, in accordance with the terms applicable to the relevant service and delivery method.
Refunds are processed according to the payment method used for the original order:

• Cash on Delivery: The refund is made to a bank account provided by the customer.
• Card: The amount is refunded to the same card used for the purchase.
• Klarna: The refund is processed through Klarna.

Important Notes

If a product is returned used, worn, damaged or without the elements required to preserve its original condition, the return may not be accepted. In this case, the product may be sent back to the customer, with the shipping costs charged to the customer.
Exchanges and returns cannot be made at our central warehouse.

RETURNS FROM CYPRUS

Product exchanges are not available for orders shipped to Cyprus. Products may only be returned for a refund, subject to the following terms.

Return Deadline

The return request must be submitted within fourteen (14) business days from receipt of the order.

Product Condition

Products must be returned in their original condition, unworn, unused and undamaged, with their original tags and packaging, where applicable.

Return Procedure

Returns from Cyprus are handled exclusively via Box Now.
The customer must first contact Customer Service by phone, email or social media to receive instructions regarding the return procedure.

Return Cost

The return cost via Box Now is €5.50 and is deducted from the amount refunded to the customer.

Refund

The refund is processed after the returned product has been received and inspected.
The amount is refunded exclusively to the same card used for the original purchase.
The €5.50 return cost is deducted from the refund amount.

DEFECTIVE, INCORRECT OR MISSING PRODUCTS

Defective Product

If the customer receives a product that is defective, they must contact Customer Service and provide photographs of the product so that the necessary inspection can be carried out.
If the product is confirmed to be defective, DECORO will, depending on the circumstances, replace the product or issue a refund, at no return cost to the customer.
If the order contained only the defective product, the original shipping and cash-on-delivery charges will also be refunded, provided that such charges were applied.
If the order also contained other products, the value of the defective product will be refunded.

Incorrect Product

If the customer receives a product different from the one ordered, they must immediately contact Customer Service and provide photographs of the product and parcel.
Following the necessary inspection by DECORO, we will take the appropriate steps to resolve the issue, which may include sending the correct product or issuing a refund, depending on the circumstances.

Missing Product

If an item included in the order is missing from the parcel, the customer must immediately contact Customer Service and provide photographs of the parcel and the products received.
DECORO will carry out the necessary investigation with the relevant department and, if the missing item is confirmed, will either send the missing product separately or issue a refund, depending on the circumstances.
For defective, incorrect or missing products, the customer will not be charged return costs, provided that the issue is confirmed by DECORO.

UNDERWEAR & EARRINGS

Underwear

Underwear may be exchanged provided that the product is returned in its original condition, unworn, unused and undamaged, with its original tags and packaging, where applicable.
For hygiene reasons, underwear exchanges are not carried out through a simultaneous parcel exchange.
The customer must first send the product to DECORO, where its condition will be inspected. If the product is accepted, the new product will then be sent to the customer.

Earrings

For hygiene reasons, earrings cannot be exchanged or returned.
An exception applies where the product is defective. In this case, the customer must contact Customer Service and provide photographs of the product so that the necessary inspection can be carried out and the applicable procedure for defective products can be followed.