Shipping policy
SHIPPING POLICY
Last updated: August 10, 2026
SHIPPING AND DELIVERY
TEPHRA ships orders to the destinations available during checkout at www.thetephra.com.
Available shipping methods, delivery charges and estimated delivery times may vary depending on the delivery destination, order value, product availability, parcel characteristics and the shipping services available at the time of purchase.
The shipping options and applicable charges for each order are displayed during checkout before the customer submits and pays for the order.
SHIPPING CHARGES
Shipping charges are calculated and displayed during checkout.
The customer will not be charged any delivery fee payable to TEPHRA that has not been disclosed before the order is submitted.
Any free-shipping offer, reduced shipping rate or promotional delivery arrangement applies only where expressly displayed during checkout or stated in the applicable promotion.
ORDER PROCESSING
Orders are prepared for dispatch after payment has been successfully authorised and the order has been accepted by TEPHRA.
Processing times may vary depending on product availability, order volume, weekends, public holidays and other operational circumstances.
Orders placed on weekends or public holidays may begin processing on the next business day.
Once an order has been dispatched, the customer will normally receive a shipping confirmation containing tracking information where tracking is available for the selected shipping service.
DELIVERY TIMES
Any delivery time displayed during checkout or otherwise communicated by TEPHRA is an estimate unless expressly stated to be a guaranteed delivery date.
Estimated delivery times generally begin after dispatch and may vary depending on destination, carrier operations, customs procedures and circumstances outside our reasonable control.
TEPHRA will deliver goods without undue delay and within any delivery period expressly agreed with the customer.
Where no different delivery period has been agreed, goods will be delivered within the period required by applicable consumer law.
Any mandatory consumer rights relating to delayed delivery remain unaffected.
DELIVERY ADDRESS
Customers are responsible for providing complete and accurate delivery and contact information when placing an order.
Please verify your delivery details carefully before submitting your order.
If you become aware of an error in your delivery information, please contact TEPHRA as soon as possible. We will make reasonable efforts to assist before dispatch, but changes cannot be guaranteed once an order has entered processing or has been handed to the carrier.
Where incorrect or incomplete information provided by the customer results in a failed delivery, return to sender or the need for re-dispatch, the customer may be responsible for reasonable additional shipping costs actually incurred, where permitted by applicable law.
TRACKING
Where tracking is available, tracking information will be provided following dispatch.
Tracking information is supplied by the relevant carrier and may not update immediately after the parcel has been collected.
INTERNATIONAL SHIPPING
International shipping is available only to destinations offered during checkout.
Shipping availability may change because of carrier restrictions, customs restrictions, sanctions, legal or regulatory requirements, operational circumstances or other factors affecting a particular destination.
If TEPHRA is unable to fulfil an order to the selected destination, the customer will be informed and all amounts paid to TEPHRA in respect of the order that cannot be fulfilled will be refunded.
CUSTOMS DUTIES, IMPORT TAXES AND OTHER CHARGES
Orders delivered within the European Union are handled in accordance with applicable EU VAT and tax rules.
Orders shipped to destinations outside the European Union may be subject to customs duties, import taxes, brokerage fees, customs-clearance charges or other charges imposed in the destination country.
Unless such charges are expressly included and collected by TEPHRA during checkout, they are not included in the purchase price or shipping charge paid to TEPHRA and are the responsibility of the recipient.
TEPHRA does not control charges independently imposed by customs authorities, carriers or other authorities in the destination country and cannot guarantee or determine their amount in advance.
Customers are responsible for complying with applicable import requirements in the destination country.
Customs duties, import taxes, brokerage charges and similar amounts paid directly by the customer to customs authorities, carriers or other third parties are not refundable by TEPHRA, except where applicable law expressly requires otherwise.
CUSTOMS DELAYS
International shipments may be subject to customs inspection and clearance procedures.
Customs processing is controlled by the relevant authorities and may affect estimated delivery times.
TEPHRA is not responsible for delays caused exclusively by customs procedures or authorities outside its reasonable control.
Nothing in this provision affects any mandatory rights available to consumers under applicable law.
SPLIT SHIPMENTS
An order may occasionally be dispatched in more than one shipment, including where products are fulfilled from different locations or where operational circumstances make separate dispatch appropriate.
Where TEPHRA chooses to split an order into multiple shipments, the customer will not be charged additional shipping fees solely because of that decision, unless otherwise expressly agreed with the customer.
Separate tracking information may be provided for each parcel.
RISK OF LOSS OR DAMAGE
For purchases made by consumers, the risk of loss or damage to the goods remains with TEPHRA until the customer, or a third party designated by the customer other than the carrier, acquires physical possession of the goods.
Where the customer independently appoints a carrier that was not offered by TEPHRA, the transfer of risk will be determined in accordance with applicable law.
If a parcel arrives visibly damaged, the customer should document the condition of the parcel and contact TEPHRA as soon as reasonably possible so that the matter can be investigated with the carrier.
Failure to report visible damage immediately does not deprive a consumer of any mandatory statutory rights.
LOST OR UNDELIVERED PARCELS
If tracking indicates that a shipment has not been delivered within a reasonable period, please contact TEPHRA so that the shipment can be investigated with the carrier.
Where goods are lost before the risk has legally passed to the customer, TEPHRA will provide the remedy required by applicable law.
A carrier's tracking status does not by itself limit or remove any mandatory rights available to the customer.
FAILED DELIVERY, UNCOLLECTED OR REFUSED PARCELS
If delivery cannot be completed because of incorrect or incomplete information provided by the customer, repeated unsuccessful delivery attempts attributable to the customer, failure to collect a parcel within the carrier's applicable collection period, or unjustified refusal to accept delivery, the parcel may be returned to TEPHRA.
Where permitted by applicable law, the customer may be responsible for reasonable additional shipping, return or re-dispatch costs actually incurred as a direct result of those circumstances.
This provision does not apply where the customer lawfully exercises a statutory right of withdrawal or refuses goods because they are defective, damaged, incorrect or otherwise non-conforming.
RETURNS AND RETURN SHIPPING COSTS
Returns, withdrawals, exchanges and refunds are governed by the Return and Refund Policy published on www.thetephra.com.
Where a customer exercises the statutory right of withdrawal, including a return resulting from a change of mind or preference concerning size, colour, style or another personal choice, the customer is responsible for the direct cost of returning the goods to TEPHRA.
TEPHRA does not provide or reimburse return shipping costs in such cases.
If the customer wishes to purchase another size, colour, style or product, a new order must be placed and any shipping charge applicable to that new order is payable by the customer.
These provisions do not apply where the goods supplied are defective, incorrect or otherwise non-conforming and applicable law requires TEPHRA to bear the relevant costs.
REFUND OF ORIGINAL DELIVERY CHARGES
Where an entire order is validly returned under the statutory right of withdrawal, TEPHRA will reimburse the purchase price of the returned goods together with the original delivery charge up to the cost of the least expensive standard delivery method offered by TEPHRA for that order.
If the customer selected a delivery method that was more expensive than the least expensive standard delivery method offered by TEPHRA, the additional delivery cost will not be reimbursed.
The direct cost of returning the goods to TEPHRA remains the responsibility of the customer in a standard withdrawal.
Where only part of an order is returned, the original delivery charge will not be refunded where that delivery charge would have remained the same for the products retained, except where applicable law requires otherwise.
Further information concerning returns and refunds is provided in the Return and Refund Policy.
ORDER CANCELLATION BEFORE DISPATCH
If a customer requests cancellation before an order has been dispatched, TEPHRA will make reasonable efforts to cancel the shipment.
Where cancellation remains operationally possible and the order is cancelled before dispatch, all amounts paid to TEPHRA for the cancelled order will be refunded.
If the order has already been dispatched, the applicable statutory withdrawal and return procedure will apply.
DEFECTIVE, DAMAGED, INCORRECT OR NON-CONFORMING GOODS
If goods are delivered defective, damaged, incorrect or otherwise non-conforming with the sales contract, please contact TEPHRA as soon as reasonably possible.
Where a lack of conformity is established, TEPHRA will provide the remedies and bear the costs required under applicable Greek and European Union consumer law.
These statutory rights are separate from the customer's right to withdraw from an eligible online purchase because of a change of mind.
FORCE MAJEURE AND CIRCUMSTANCES OUTSIDE OUR CONTROL
Delivery may be affected by circumstances outside TEPHRA's reasonable control, including severe weather, natural disasters, strikes, transport disruption, customs procedures, governmental measures, telecommunications or infrastructure failures, or comparable events.
TEPHRA will not be responsible for delay to the extent caused by such circumstances where permitted by applicable law.
Nothing in this section limits any mandatory consumer right concerning delivery or termination of a contract.
RELATIONSHIP WITH OTHER POLICIES
This Shipping Policy should be read together with the Terms of Service and Return and Refund Policy published on www.thetephra.com.
Nothing in this Shipping Policy excludes, restricts or waives any consumer right that cannot lawfully be excluded or restricted under applicable Greek or European Union law.
Where any provision of this Shipping Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail.
CONTACT
For questions concerning shipping or delivery, please contact:
TEPHRA E.E.
Voukourestiou 41
Kolonaki
10673 Athens
Greece
VAT Number (Α.Φ.Μ.): 802648778
General Commercial Registry (G.E.MI.) Number: 180204703000
Telephone: +30 211 001 4400
Email: crystalshowroom@gmail.com
Website: www.thetephra.com
