Frequently Asked Questions
 
  1. SHIPPING COSTS
  2. MY ORDER STATUS IS ORDER PLACED. WHAT DOES THIS MEAN?
  3. WHAT IS THE STATUS OF MY ORDER?
  4. SHIPPING AND DELIVERY?
  5. PAYMENT OPTIONS?
  6. CAN I ORDER ON LINE AND PICK UP AT ONE OF YOUR STORES?
  7. WHEN WILL MY ORDER BE DISPATCHED?
  8. ARE THERE ANY EXTRA COSTS BESIDE THOSE INDICATED ON MY ORDER?
  9. CAN I CHANGE MY ORDER?
  10. HOW CAN I CANCEL AN ORDER?
  11. I RECEIVED AN EMAIL INFORMING ME MY ORDER HAS BEEN DISPATCHED. WHAT DOES THIS MEAN?
  12. ARE THERE ITEMS NOT LISTED ON YOUR WEBSITE?
  13. THE PRODUCT I ORDERED HAS DISAPPEARED FROM YOUR WEBSITE?
  14. CAN I PAY FOR MY PURCHASES WITH A CREDIT CARD?
  15. HOW MAY I CONTACT YOU?



      SHIPPING COSTS


    Orders within Greece over 35,00€ are shipped free.

    For orders within Greece under 35,00 the below apply:

     

    DELIVERY COSTS WITHIN GREECE

    Athens and Thessaloniki via ACS 2,30€ up to 2kilos

    Athens and Thessaloniki via Geniki Tachydromiki 2,00€ up to 2kilos

     

    Rest of Greece via ACS or Geniki Tachydromiki 3,00€ up to 2 kilos

     

    Remote areas only by Geniki Tachydromiki

    2,00€ for COD

    6,50€ for other forms of payment

     

    COD COST WITHIN GREECE

    An extra 2,00€ regardless of destination via ACS.

    4,00€ including delivery cost via Geniki Tachydromiki

     

    INTERNATIONAL DELIVERY COSTS

    Please see below

    TOTAL WEIGHT OF PRODUCTS SHIPPING EXPENSES BY REGISTERED PRIORITY MAIL
      Zone 1 Zone 2
    <=200gr 8,40€ 9,20€
    >200gr - <=600gr 11,20€ 15,00€
    >600gr - <=1400gr 16,50€ 27,50€
    >1400gr - <=1600gr 24,90€ 36,70€
    >1600gr - <=2000gr 27,70€ 42,50€
    >2000gr - <=2800gr 33,00€ 55,00€
    >2800gr - <=3000gr 41,40€ 64,20€
    >3000gr - <=3400gr 44,20€ 70,00€
    >3600gr - <=4200gr 49,50€ 82,50€

    ZONE 1: Austria, Belgium, Bulgaria, France, germany, denmark, Switzerland, Estonia, U. K., Irland, Island, spain, italy, Croatia, Latvia, Lithuania, Luxemburg, Malta, Norway, Netherlands, Hungary, Poland, portugal, Romania, Slovakia, Slovenia, Sweden, Czech Republic, Finland, Cyprus.

    ZONE 2: Other European countries and all non European countries.



      MY ORDER STATUS IS ORDER PLACED. WHAT DOES THIS MEAN?


    As soon as you have completed your order, its status is ordered placed. It will be processed the following business day in the morning at the latest. This involves putting together the articles you have requested, packing them, issuing the receipt or invoice and arranging for dispatch. During this time your order remains pending. In some cases, we might contact you using the email address you have given us, requesting some clarification or informing you of a delay necessary to complete your order. After receipt of your answer, your order status changes to being processed. Regarding possible delays in dispatch we will ask you either to confirm or cancel your order. In any case, please bear in mind that orders sent in after 11.30 on a Friday, we be processed the following Monday. At any moment during this time, you may send us an email to eshop@tchae.gr requesting an update on the processing of your order.

      WHAT IS THE STATUS OF MY ORDER?


    At any moment, you can check the status of your order by accessing your account.
    Each time the status changes you will be automatically informed by email at the address you have given us.  
    The different status are the following:

     

    Order placed
    Being processed
    Bank transfer pending
    Preparing [PayPal Standard]
    Order ready for pick up
    Dispatched
    Delivered
    BACKORDER (as soon as available)
    Cancelled



      SHIPPING AND DELIVERY?


    Within Greece:

    All orders are dispatched by courier.

    In-store pickup. You can choose to pick up your order from our Thessaloniki shop, 12 Chrysostomou Smyrnis, 2310 278 746, providing you have prepaid your order either by bank deposit or by Paypal and have receive an email confirmation informing you the order is available for pick up.

    International orders

    International orders are dispatched registered by priority mail.



      PAYMENT OPTIONS?


    • COD, ONLY within Greece and ONLY for orders up to 100,00€
    • Credit card (PayPal)
    • Bank deposit, ONLY within Greece


      CAN I ORDER ON LINE AND PICK UP AT ONE OF YOUR STORES?


    In-store pick up is available only from our Thessaloniki shop, 12 Chrysostomou Smyrnis, 2310 278 746.

    All you need to do is select this option when placing your order and you will save on shipping expenses.

    Please note that your order will be available for pick up only after you have received the relevant email confirmation.



      WHEN WILL MY ORDER BE DISPATCHED?


    All orders are shipped by the following business day. In case of longer delay, you will be informed of dispatch date.



      ARE THERE ANY EXTRA COSTS BESIDE THOSE INDICATED ON MY ORDER?


    There is no extra cost unless you have requested one of the following:
    Delivery on a certain date or hour.
    Saturday delivery.
    Goods insurance which is 0,5% of total value.
    Should one of these apply, we will inform you of cost, but you will be billed directly by the courier company at delivery.
    Please note that such requests may delay order processing.



      CAN I CHANGE MY ORDER?


    We will do our best to honor any request to modify an order providing it hasn’t been processed yet. Such requests can be made either by email to eshop@tchae.gr or by calling +302310 278746.
    We cannot guarantee this will be possible for orders in being processed status, so please double check your order before placing it.



      HOW CAN I CANCEL AN ORDER?


    Orders that haven’t been dispatched yet can be cancelled by email to eshop@tchae.gr or by calling +302310 278746. You will receive an email confirmation of cancellation.
    Please note that orders still in being processed status may already have been dispatched as there is always a small delay until your account is updated.



      I RECEIVED AN EMAIL INFORMING ME MY ORDER HAS BEEN DISPATCHED. WHAT DOES THIS MEAN?


    This means all items ordered have been packaged, your receipt has been issued and your package handed over to the shipping carrier.

    Your dispatch confirmation email includes tracking details.

    Delivery dates depend on shipping carrier and location.



      ARE THERE ITEMS NOT LISTED ON YOUR WEBSITE?


    A few items are available in very small amounts and are not offered for online purchase.
    We make every effort to regularly update our eshop regarding availability of products. Discontinued products are removed, while new ones are added.



      THE PRODUCT I ORDERED HAS DISAPPEARED FROM YOUR WEBSITE?


    As soon as the last piece of a certain product has been sold, and it won’t be available again for a long time, we remove it from the eshop. Products that are expected to be available again relatively soon are listed as not available but not removed.
    The item is now being prepared to be included in your order.



      CAN I PAY FOR MY PURCHASES WITH A CREDIT CARD?


    For credit card payment, in order to avoid problems, we use the PayPal secure payment platform. You may use any Mastercard or Visacard, from whatever bank, without revealing your card details to us thus ensuring they are kept private



      HOW MAY I CONTACT YOU?


    By email to eshop@tchae.gr or by calling +302310 278746.