FAQ
Frequently Asked Questions
Orders & shipping
How long does order preparation take?
Preparation time varies by order. We will communicate the relevant estimate for your order; there is no fixed preparation time that applies to every purchase.
How long does delivery take?
Delivery estimates depend on the destination, area and courier service. They generally run from dispatch and are estimates unless a guaranteed date has been expressly agreed.
Where do you ship?
We ship to destinations available for the particular order at checkout. Shipping availability can depend on the products and delivery address. Large or fragile home objects requiring special handling can be delivered within Greece only, by prior arrangement with TEPHRA. Please contact us before ordering to confirm delivery arrangements and costs. These items are not available for international shipping.
How much does shipping cost?
Shipping charges depend on the destination, parcel and service. Available charges are displayed at checkout or agreed before payment where special arrangements are required.
Is express shipping available?
Available delivery services, including any express option, are shown at checkout for the delivery address. Contact us for products requiring special delivery arrangements.
How can I track my order?
After dispatch, tracking information is provided where it is available for the selected service.
Who pays import duties and taxes?
For deliveries outside the EU, import duties, taxes or clearance charges may apply. They are payable by the recipient unless expressly included and collected by TEPHRA at checkout.
Returns & exchanges
How do I request a return?
Notify TEPHRA within fourteen (14) calendar days of delivery to exercise the right of withdrawal for eligible online purchases. Contact crystalshowroom@gmail.com or +30 698 059 9922 with your order number and the items being returned. No reason is required for statutory withdrawal. After notifying us, send the goods back without undue delay and within fourteen (14) calendar days of your withdrawal notice.
Who pays for a change-of-mind return?
The customer selects and pays the carrier for the return shipment. Contact TEPHRA first to obtain the correct return address for your order. This does not apply where goods are defective, incorrect or otherwise non-conforming and applicable law requires us to cover the cost.
Can I exchange an online purchase?
Yes. Request an exchange within fourteen (14) calendar days of delivery. Direct exchanges depend on stock availability and the applicable return conditions. For a change of size or preference, the customer pays both the return shipment and delivery of the replacement.
What happens if the replacement costs less?
You may choose either a coupon for the difference for a future purchase or a refund of the difference. Any price difference and delivery charges are confirmed before arranging the exchange.
Where do I send a return?
Contact TEPHRA before shipping. We will confirm whether your particular return should go to Athens or Santorini and provide the relevant address.
Can I return or exchange an online purchase in store?
Eligible online purchases can be brought to either TEPHRA Athens or TEPHRA Santorini for a return or exchange under the applicable policy conditions.
Are the original delivery charges refunded?
For a valid withdrawal of the entire order, the original delivery charge is refunded up to the cost of the least expensive standard service offered for that order. Any additional express surcharge is not refunded. For a partial return, the original delivery charge is not refunded where it would have been the same for the items retained, except where applicable law requires otherwise.
What condition should returned goods be in?
You may inspect and try goods as you reasonably would in a shop. Return them with their tags, accessories and packaging where applicable. Handling beyond what is necessary may result in a deduction for demonstrable diminished value. See the full policy for statutory exceptions and your rights.
What if an item is damaged, incorrect or defective?
Contact crystalshowroom@gmail.com or +30 698 059 9922 with your order number, a description of the issue and photographs where reasonably possible. TEPHRA will provide the remedies and cover the necessary costs where required by applicable law.
Payments, gifts & offers
Which payment methods can I use?
Available payment methods appear at checkout for your order. Shop Pay, Apple Pay and Google Pay are supported where eligible and available for the customer's device and market.
Can I buy a gift card?
Gift cards can be purchased at our physical stores or remotely by contacting TEPHRA. They can be used online and at our physical stores. Contact us before purchase for the available amounts and redemption details.
Do you offer gift wrapping?
Gift wrapping is not offered.
Can you include a gift exchange card without a price?
Yes. A gift exchange card without the price can be provided on request. Please contact TEPHRA when arranging your order.
How do promotional codes work?
Any promotional code provided to a customer is subject to the eligibility, validity and other terms communicated with that offer. Applicable discounts are confirmed at checkout before payment.
Products & sizing
Do you sell second-hand products?
No. TEPHRA sells new products only.
How can I choose my size?
Check the available fit and sizing information for the specific product. If you need help, contact us with the product name, your measurements and the size you usually wear. Fit varies by designer and item.
Where are the products made?
The country of manufacture varies by brand and product. Refer to the product's verified information and label or contact TEPHRA for the particular item.
How should I care for a product?
Follow the care label and instructions specific to the product. There is no single washing method suitable for every fabric or item.
Contact & stores
How can I contact online customer service?
Email crystalshowroom@gmail.com, call +30 698 059 9922, or use our contact form. Please include your order number for order enquiries.
Where are your stores?
TEPHRA Athens: Voukourestiou 41, Kolonaki, 10673 Athens, Greece. TEPHRA Santorini: Dekigala 303, Fira, 84700 Santorini, Greece.
How do I enquire about wholesale or bulk purchases?
Contact crystalshowroom@gmail.com with the relevant products and enquiry details.
For the complete conditions, read our Return and Refund Policy, Shipping Policy and Terms of Service. Mandatory consumer rights remain unaffected.
