TERMS & CONDITIONS

General Conditions

The website www.cocoandsilk.com (Cocoandsilk) is an online store which is the online presence of the company Cocoandsilk , located in Athens, Greece.

Personal Data

A prerequisite for trading on our online store with prospective customers is that they provide some personal data. When a customer places an order their full name, delivery address, telephone number of a land line (or any other known telephone number), e-mail, and in case payment will be made with a credit card, the number and expiration date of the card, will be required. This information will in no way be disclosed, transferred, or sold to a third party unless imposed by a Public Authority (court, etc.).

The relevant customer data will be notified to the responsible bank (e.g. credit card number and expiration date) in order to complete the transaction of the ordered products. After the transaction is completed, the information is DELETED from the company’s database ensuring an even higher level of security.

Cancelling an Order

For any order cancellation (full or partial) an e-mail needs to be sent to customer_service@cocoandsilk.com This option is offered to Clients until the moment that they have been informed of the shipment of their order by email. After this point no cancellations or changes to your order are possible.

Amendment to the terms hereof: Cocoandsilk reserves the right to amend or renew the terms and conditions of transactions. The company assumes the obligation to update this document in case of any change or addition to the terms.

Shipping Policy

All orders are shipped out of Athens, Greece. Prices and invoices include VAT (Value Added Tax). Payments are in Euro.

Destination

Carrier

Shipping Charge*

Delivery time

Greece 

ΕΛΤΑ

Free

3-5 working days

Europe

HELLENIC POST

Free

6-10 working days

Rest of the World

HELLENIC POST

Free

8-14 working days

Cocoandsilk does not deliver to P.O. Boxes.

Please note that delivery outside of the EU may be subject to local import taxes and duties, which are your responsibility where they apply.

Extra charges may apply for Remote Locations. In such cases, an email will be sent for your approval prior to shipment of your order.

Orders are shipped Monday – Friday from 10am – 5pm (CET). Orders must be placed by 1.00pm CET for same day dispatch. Orders placed on Friday evening, Saturday and Sunday will be processed on Monday.
 

Please note that we aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Cocoandsilk shall not be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond the control of Cocoandsilk.

When the order has shipped,you will receive an e-mail specifying the tracking number and a direct link to monitor the shipment status.

Orders are delivered 9 am – 5 pm. Please make sure that someone will be available to receive and sign for your delivery. In case no one is available for the delivery, the courier will leave a message with a contact number you must call to arrange for your redelivery.

Returns Policy

Returns will not be accepted for items that have been labeled NON-RETURNABLE in the product description.

If for any reason you are not satisfied with a purchase, the item(s) can be returned for size exchange, store credit or refund within 14 days of the order’s delivery date. In order for returns to be accepted, all items must be in perfect condition with security tag and original packaging intact.

Clients can choose between three compensation options: 

  • Size exchange

Items can be exchanged only when a different size of the same Product Code is available. 

Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative color or style, we suggest that you return it for a store credit and purchase the new item separately. 

  • Store Credit

Store credit can be used on a future order within 6 months of the return. 

  • Refund

Refunds will be processed as soon as returned items have been checked and accepted. Cash refunds are not available for items purchased on sale or paid for with cash on delivery. In such cases, returns can be exchanged for store credit. 

For orders paid by credit card, the refunded amount will be available to customers in approximately 10 days. Processing time may vary depending on the credit card company. Orders paid by Pay pal will be refunded to the original account. 

NOTE: In case of refund, shipping charges will be deducted for returns from destinations that had received free shipping. 

Returns From

Carrier**

Returns Charge

Greece Continental

ΕΛΤΑ

Free

EU Countries

HELLENIC POST

15 €

USA, Canada & Mexico

HELLENIC POST

15 € 

Rest of the World

HELLENIC POST

15 €

 

**Orders must be returned using the stated carrier.

* Returns for Items Purchased on Sale

  • Free returns in the EU do not apply to items on sale. Returns fee will be communicated by email prior to order processing.
  • Returns are not accepted for items purchased on sale from: USA, Canada, Mexico & Rest of the World.

Please note, where returns are free, this policy is limited to one exchange only.

Return Instructions

Making a return or exchange is easy. Just follow these instructions and make sure you send your item(s) back to us within 14 days of receiving your order.

  • Simply sign into My Account and select the order you would like to return.
  • Alternatively, you can email customer service@cocoandsilk.com within 7 working days of receiving your order.
  • You will then receive an email confirming your returns request and information about your compensation options. This email will also include your Returns Authorization Number (RAN) and instructions on how to arrange your return collection.
  • Confirm your chosen compensation method.
  • To return your package to us, fill in the returns form and the courier return voucher enclosed. These must be included in your returned package.
  • Call the courier to arrange pick up and note that items must be returned within 7 days after receiving your RAN.
  • Once we receive and accept your returned package, we will contact you confirming receipt of your return.

Gift Returns

If you received a gift and would like to return it simply follow the above return instructions. Please note that gifts can only be exchanged for items of an equal or higher value. Store credit and refunds do not apply. 

Return Terms and Conditions

Orders shipped internationally aren't eligible for free returns or merchandise exchanges; return shipping and handling fees will be deducted from your refund. Original shipping fees are nonrefundable. 

International orders returned directly to cocoandsilk.com will receive a refund for the merchandise but not duties, taxes or tariffs. 

Payment Method

We accept credit card, PayPal, etc, as the payment methods.

1. Credit Card. 
including Visa, MasterCard, JCB, Discover and Diners.

2. PayPal. 
The most convenient payment method in the world.

3. Debit Card. 
including Visa, MasterCard, Visa Electron.