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At ATHENIAM, we are committed to delivering your handcrafted jewelry safely and providing a seamless return experience. This policy outlines our shipping and return procedures in compliance with European consumer protection laws.
Shipping Policy
Shipping Coverage
We currently ship to all European Union countries, United Kingdom, Norway, and Switzerland. Additional European countries may be available upon request.
Processing Time
- Standard Orders: 3-5 business days
- Peak Seasons: Additional 2-3 days during holidays
Orders are processed in the order they are received.
Shipping Method and Timeframes
Standard Shipping
- Delivery: 14-21 business days
- Standard postal delivery
- No signature required
Shipping Costs and Taxes
- Shipping costs calculated at checkout based on destination
- Taxes and Duties: Apply to all orders regardless of destination
- EU VAT: Applied according to customer’s country rates
- Non-EU Duties: Customer responsible for local taxes and customs fees
- All costs displayed at checkout before payment
Delivery Requirements
- Standard Delivery: To provided address during regular postal hours
- Business Addresses: Delivery during business hours only
- Safe Delivery: Left in secure location or with neighbor if not home
International Shipping
Customs and Duties
- All Countries: Taxes and duties apply to all orders
- Customs Declarations: Accurate product values declared
- Delivery Delays: Possible due to customs processing
- Local Fees: Customer responsible for any additional local charges
Restricted Items
We comply with international shipping regulations. Some materials may have restrictions in certain countries.
Return Policy (EU Consumer Rights)
Your Right to Return
Under European Distance Selling Regulations, you have the right to return items within 14 days of delivery without giving a reason.
Return Conditions
Items must be:
- Returned within 14 days of delivery
- In original, unused condition
- In original packaging with all tags attached
- Accompanied by proof of purchase
Items That Cannot Be Returned
- Items Damaged by Customer: Normal wear, alterations, or damage
- Hygiene Items: Earrings (unless defective)
Return Process
1. Request Return Authorization
- Contact us within 14 days: [your-email@atheniam.com]
- Provide order number and reason for return
- Receive return authorization and instructions
2. Package Your Return
- Use original packaging when possible
- Include all original materials and documentation
- Secure packaging to prevent damage
3. Ship Your Return
- Use standard postal service
- Customer responsible for return shipping costs
- Items remain your responsibility until received by us
Return Shipping
- Customer Responsibility: Return shipping costs (unless item is faulty)
- Shipping Method: Standard postal service acceptable
- International Returns: Customer responsible for any customs fees
Refunds
Refund Timeline
- Processing: Within 14 days of receiving returned item
- Payment: Refunded to original payment method
- Notification: Email confirmation when refund is processed
Refund Amount
- Full Product Price: When return conditions are met
- Original Shipping: Non-refundable (unless item is faulty)
- Return Shipping: Customer cost (unless item is faulty)
Partial Refunds
May apply for:
- Items not in original condition
- Items missing original packaging
- Items showing signs of use beyond inspection
Exchanges
Exchange Options
- Size/Color Exchanges: Subject to availability
- Different Product: Treated as return and new purchase
- Price Differences: Additional payment or refund as applicable
Exchange Process
- Request exchange authorization within 14 days
- Follow return process for original item
- Place new order once exchange is approved
Damaged or Defective Items
Reporting Issues
- Timeframe: Report within 48 hours of delivery
- Documentation: Photos of damage and packaging required
- Contact: [your-email@atheniam.com] with order details
Our Response
- Immediate Replacement: For defective items
- Full Refund: Including original shipping costs
- Return Shipping: Customer arranges return at our expense
- Resolution: Handled directly with customer
Quality Guarantee
We stand behind our craftsmanship. If an item develops defects under normal use within 30 days, we will repair or replace it at no cost.
Lost or Missing Packages
Delivery Responsibility
- Standard postal delivery to provided address
- Customer responsible for providing accurate delivery address
- No signature confirmation required
Missing Package Resolution
- Report Missing Packages: Contact us if package doesn’t arrive within expected timeframe
- Investigation Period: 30 days from expected delivery date
- Resolution: Replacement or refund after investigation period
- Address Verification: Required for replacement shipments
Special Circumstances
Force Majeure
Shipping delays may occur due to circumstances beyond our control, including natural disasters, strikes, or government actions. We will communicate any significant delays promptly.
Peak Season Shipping
During holidays and peak seasons, processing and delivery times may be extended. Specific timelines will be communicated on our website.
Address Changes
- Contact us immediately for address changes
- Changes possible only before shipment
- Additional fees may apply for delivery address changes
Customer Data Protection
All shipping and return communications are handled in accordance with GDPR requirements. Your personal information is used only for order fulfillment and customer service purposes.
Contact Us
For shipping and return inquiries:
Email: info@atheniam.com Response Time: Within 24 hours Business Hours: Monday-Friday, 9:00 AM – 6:00 PM (EET)
Return Address: ATHENIAM Didlaukio g. 58 Vilnius, Lithuania