Fairytale Princess Easter Candle Lampada for Girls, Storybook Apple Princess Greek Easter Gift, Handmade Girl Baptism Candle

Frequently Asked Questions

Shipping address

Orders are sent to the shipping address entered on the order form. Make sure the address you entered is complete and accurate.
FilokaleinHomeArt is not responsible for packages that aren’t delivered or returned, due to incorrect shipping addresses, or due to the fact that the customer did not pick it up at the post office or due to the fact that the shipping courier wasn't able to locate him/her.
If the package is returned, FilokaleinHomeArt will resend the order, provided the customer repays the shipping fee.

Import taxes, customs duties and fees

All orders shipped to countries outside of the EU may be subject to import taxes, customs duties and fees that are paid by the buyer. FilokaleinHomeArt has no control over these charges. Customs policies vary widely from country to country, and you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our control and beyond the original delivery estimates. Feel free to contact your local customs office for further information.

Tracking

All orders are shipped using either FedEx/TNT International Priority or Economy services (where FedEx/TNT provides such services), Speedex courier within Greece or plain post office shipping.
Every shipped order has a tracking number that will be provided to you.

Processing and delivery times

Orders are shipped when payment is received and approved by our accounting department. This process could generally take between 2-4 business days, but the specific processing time varies, so please see individual items for details.
Delays in delivery times can occur due to certain countries custom regulations. FilokaleinHomeArt is not responsible for any delay in delivery, once the order has left its premises.
If you do not receive your order, please email us.

How to receive your order

Please open your package in front of a postal or delivery representative to verify that all items are present according to your order.
In any case the customer MUST take a full VIDEO of the whole process of unboxing /opening the package in order to verify any possible damages. In the unfortunate absence of the video of opening the package, no damage claim will be accepted.
If the package isn't opened in front of the delivery representative, FilokaleinHomeArt will not follow-up on a declaration, claim and/or possible replacement, if something is damaged.

Damage verification

If an item is damaged, a signed declaration should be submitted to FilokaleinHomeArt and/or shipping company, within 24 hours upon delivery, definitely including video and detailed pictures of the damaged product and all the external and inner packaging.

FilokaleinHomeArt will then follow up on the claim with the delivery company. If the declaration is not verified by both parties, FilokaleinHomeArt will not follow-up on the claim.
Depending on the shipping company, it may be needed from the buyer to file a separate damage report, additionally to the one filed by FilokaleinHomeArt.

Custom and personalized orders

Provided that all steps of the above described "damage verification" section are followed, then the following solutions may apply upon FilokaleinHomeArt decision:
- FilokaleinHomeArt will replace the damaged part (if possible) or the whole item, but the shipping cost on the replacement will be paid by the customer.
- FilokaleinHomeArt will partially or fully refund the damaged item, based on what part of the item is damaged. Shipping costs won't be refunded.

In any case, before replacing the item or before issuing any refund, FilokaleinHomeArt may request for the damaged item to be shipped back within a limited time frame. In this case, FilokaleinHomeArt will decide about the replacement or the refund upon delivery of the damaged item.