FAQ

  • Thank you for shopping with us! We are dedicated to providing you with a seamless and reliable shipping experience.
    1. Shipping Method: We ship from Greece with the Hellenic Post A’ Priority Registered Mail as the shipping method for your orders. This service ensures faster delivery compared to standard mail and includes tracking and a required signature upon delivery.
    2. Shipping Rates: Our shipping rates are based on the weight and dimensions of your package, as well as the destination country. We provide a flat-rate fee for shipments to the selected countries, allowing you to know the shipping cost upfront.
    3. Packaging and Handling: Our team takes great care in packaging your items to ensure they arrive in excellent condition. We use appropriate packaging materials, such as sturdy boxes, bubble wrap, and packing peanuts, to protect your items during transit.
    4. Delivery Time: The delivery time for Priority Registered Mail may vary depending on the destination country and customs procedures. While we strive to deliver your orders as quickly as possible, please note that unforeseen circumstances or delays beyond our control, such as customs inspections or local postal service issues, may affect the delivery time.
    5. Tracking and Signature: All Priority Registered Mail shipments are assigned a unique tracking number. You will receive this tracking number via email once your order has been shipped. You can use this tracking number to monitor the progress of your package through the national postal service of the destination country. Additionally, a signature will be required upon delivery to ensure the secure receipt of your items.
    6. Customs and Duties: International shipments may be subject to customs duties, taxes, and other fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in our shipping fees.
    7. Lost or Damaged Shipments: In the unlikely event that your shipment is lost or damaged during transit, please contact us immediately. We will work with you to resolve the issue as quickly as possible.
    9. Customer Support: If you have any questions or require assistance regarding your shipment, we are here to help. You can reach us through our email.

  • Return and Refund Policy - EU Compliance

    We want you to be completely satisfied with your purchase from our e-commerce website. In compliance with EU rules and regulations, we have outlined our return and refund policy below. Please read this policy carefully before making your purchase.

    1. Right of Withdrawal:
    As an EU customer, you have the right to withdraw from your purchase within 14 days without providing any specific reason. The withdrawal period starts from the day you receive the goods.

    2. Notification of Return:
    To exercise your right of withdrawal, you must notify us of your decision to return the item(s). You can do so by contacting us through email. Please include the order details and the reason for the return.

    3. Return Process and Shipping:
    Once you have notified us of your decision to return the item(s), you should promptly ship the product(s) back to us. The return shipping costs are your responsibility . We recommend using a trackable shipping method to ensure the safe return of the item(s). Please include the original packaging, accessories, and any included documentation.

    4. Condition of Returned Items:
    To be eligible for a refund, the returned item(s) must be in their original condition, unused, and undamaged. Any signs of use and tear, damage, or alteration may result in a partial refund or rejection of the return.

    5. Refund Process:
    Upon receiving the returned item(s) and verifying their condition, we will process the refund. Please note that any original shipping costs will not be refunded, and the refund may be subject to deductions for any diminished value of the item(s) resulting from your handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

    6. Refund Timeline:
    We strive to process refunds promptly upon receiving the returned item(s). However, please allow up to 14 days from the date of our receipt of the returned item(s) for the refund to be credited back to your original payment method. The actual time for the refund to appear in your account may vary depending on your bank or payment provider.

    7. Exclusions:
    The right of withdrawal and return does not apply to certain products, such as perishable goods, personalized items, sealed goods that are not suitable for return due to health or hygiene reasons and were unsealed after delivery, and products that have been mixed inseparably with other goods after delivery.

    8. Damaged or Defective Items:
    If you receive an item that is damaged or defective, please contact us immediately. We will provide further instructions on the return process and arrange for a replacement or refund, including any applicable shipping costs.



    Please note that this return and refund policy is specific to EU customers and is designed to comply with EU rules and regulations. If you reside outside the EU, different policies may apply.


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  • GDPR compliance.
    This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through my website.

    This Privacy Policy does not apply to the practices of third parties that I do not own or control.

    Information I Collect

    To fulfil your order, you must provide me with certain information such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order of jewelry, for example), if you contact me directly.

    Why I Need Your Information and How I Use It

    I rely on a number of legal bases to collect, use, and share your information, including:

    as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;

    if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
    as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as
    1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and

    Information Sharing and Disclosure

    Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:

    Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.

    Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

    Data Retention

    I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years.


    Your Rights

    If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:

    Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
    Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
    Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

    How to Contact Me

    For purposes of EU data protection law, I, Dimitrios Sakellaris MyTotalhandmade shop owner, am the data controller of your personal information. If you have any questions or concerns, you may contact me via email: totalhandmade1@gmail.com.
    Alternately, you may mail me at: "Dimitrios Sakellaris & CO LP, N. Plastira 6, 15451 Athens Greece