Useful information
Products will be delivered to the address specified by each customer during the order procedure. All prices shown on our website include product tax but not shipping costs. The total cost of your order is the price shown plus the shipping costs depending on the shipping address and the total weight of your item.
Item Availability
We try our best to keep our online inventory up to date, however sometimes an item you may order may be out of stock. We will contact you as soon as possible if there is anything preventing us from fulfilling your order.
Delivery
We deliver our orders from Monday to Friday, excluding national and public holidays. Orders placed on Saturdays, Sundays or public holidays will be processed the following business day.
Orders within Greece are delivered by WeBoxIt or TNT. Orders in Eurozone countries are delivered by TNT while orders in the rest of the world are delivered by FedEx.
For deliveries in Greece we provide our customers with the option of Cash on Delivery, at an additional cost of 2.00 euros.
WeBoxIt: A Greek courier service that covers the while country and delivers packages to Athens and Thessaloniki via its own fleet of electric vehicles.
TNT Economy Express: A service that covers the European Union by road and is the most economical solution for your shipments. Deliveries are made within 6 working days.
FedEx International Priority: Service going to Europe and around the world. Delivery times for Europe can be in 3-4 working days. For the rest of the world it can take up to 6-7 working days.
Delivery times are indicative of both services. Exact delivery times may vary depending on the accessibility of the place of delivery as well as the day of the week.
Shipment delays
Your order can be delayed for one of the following reasons:
- During extreme weather conditions, strikes, force majeure affecting shipment and delivery
- In case that email and/or phone communication with you is not possible
- If there is a problem during the processing of your order for example:
- A problem with the ordered product
- A problem with the payment
- Your details have been incorrectly entered), etc
Delivery Insurance
Every order is covered by us until it is delivered to you. Once the order is delivered to the address indicated, the responsibility becomes that of the recipient. If the recipient is other than yourself (gifts), the signature of the recipient is considered as proof of delivery. Be certain that the packaging is not damaged before signing the carrier’s delivery.
Payments
We accept the following payment methods:
- All major Credit/Debit Cards
- PayPal
- Apple Pay / Google Pay
- Cash on Delivery (ONLY for deliveries within Greece)
Returns and exchanges
We hope that you are happy with your purchase, but if for some reason you are not, below are the steps to return a product.
IN STORE
If you have made your purchase at our WAKS store in Golden Hall, you can return the product(s) directly to the store and exchange it/them for a similar or higher purchase amount. It is necessary that the product(s) be intact and still in the catalog. No refunds are possible at this time.
Kindly make sure to have a printed copy of your purchase receipt with you or a photo of it on your mobile phone.
If your product is defective, you can go directly to the store to obtain a repair or a replacement if necessary. If you are unable to go to the store, you can contact our Customer Care Service. One of our team members will tell you how to proceed.
ONLINE
If you have made your purchase through our website, please send us an email with your order number, the items you wish to return and the reason for the return. At this point, you may exchange the returned product for 1 or more products of equal or higher value. Alternatively, you may ask for a refund.
FAULTY ITEMS
All products are carefully packaged and shipped in excellent condition. However, if your order contains a faulty item you can return the product and we will do our best to replace it. Faulty items are items received damaged or those containing a manufacturing fault and may be returned within 14 calendar days after the day on which the product(s) is/are delivered to you.
If you receive a faulty item please e-mail us at info@wakscandles.com stating your order number, the product, the nature of the fault and any relevant photographic evidence. We may require any damaged or faulty items back to our facilities to be checked for quality purposes prior to processing your refund.
Additional Terms & Conditions
Please make sure that all unwanted items are returned in their original packaging, carefully wrapped, clean and unused, undamaged and with all tags still attached. All items must be in a perfect state for reselling. All returns that do not meet our policy will not be accepted.
Please note:
- Refunds include the retail price of the returned product and the cost of shipping (if any), as shown on the verified dispatch note
- Refunds can only be credited to the original method of payment
- Returns within Athens are free. If you are returning something from elsewhere, you will need to pay postage
- Bulk, automated or third-party claims cannot be accepted
- We recommend to get proof of postage and to keep it safe
- Any personalised, revised, customised or altered products, or any products returned damaged, used, unsealed, incomplete or soiled, may not be refunded nor refunded.
- Items noted as final sale or not-returnable, gift cards, and electronic gift cards are not eligible for exchange or return.
WAKS will not reimburse or exchange products returned by the Customer that do not correspond to the products ordered or that were not ordered on WAKS’ Online Store.
Return or Exchange Period
You can return or exchange any items of your order within the returns or exchange period, which ends 14 days after the product(s) is/are delivered to you.
Weekends, national holidays and public holidays are counted when you calculate the 14 days.
How to Return your Order
To return your order, please send the items you would like to return to:
Hellenic Candle Co. SA
41 Tatoiou Str.
136 71 Aharnai
Athens
Greece
Tel: +30 210 6201620
Please note that when returning an order or gift, you will have to pay the cost of returning the relevant products to us. The return products are at your responsibility until they are delivered back to us.
We highly recommend that you send your parcel using a secure or traceable method that you keep your proof of postage.
Following your Return
As soon as we receive your parcel, we will examine the item(s) and will notify you of your refund. Most returns will be processed in approximately 14 days, after which your refund will be credited back to your original method of payment.
In the case of Cash on Delivery you will be asked to provide us with a bank account where you wish to see your funds returned.
WAKS is not responsible for delivery fees or lost returns.
