Refund policy
RETURNS
If you wish to return or exchange an item, please contact us at eshop@lavacaloca.gr or +30 210 7714176, Monday–Friday, 09:00–17:00.
Returns are accepted within 14 days of the delivery date. Before sending an item back, please contact us so that we can approve the return and provide the necessary instructions.
Returned items must be in their original condition and accompanied by the original receipt or invoice.
Returns sent without prior approval cannot be accepted.
Return shipping costs and responsibility are borne by the customer.
Returns must be sent using a courier service or a postal service that guarantees direct delivery to our business address (door-to-door delivery).
Our company is unable to collect return parcels from local post offices, sorting centers, customs offices, or any third-party collection points. Returns that require collection from such locations may result in possibility of loss, delays to the return and refund process.
We strongly recommend using a tracked shipping service and retaining proof of shipment until the return has been processed.
NON-RETURNABLE ITEMS
Made-to-order and custom-made products cannot be returned or exchanged.
As these pieces are made especially upon request, they are excluded from our return policy. This allows us to produce more thoughtfully and support responsible production practices.
EXCHANGES
Items may be exchanged for any available product from our online store, subject to availability.
The first exchange within Greece is offered free of charge through Speedex or Geniki Taxydromiki.
For returns from non-EU countries, please ensure that the package is clearly marked as “PRODUCT RETURN”.
REFUNDS
Once we have received and inspected your return, we will notify you of its approval and proceed with the refund.
Approved refunds are issued using the original payment method and are usually completed within 3 business days.
Original shipping costs, customs duties, import taxes, and other taxes are non-refundable.
If free shipping was applied to the original order and the remaining order value no longer qualifies for free shipping after a return, the corresponding shipping cost may be deducted from the refund amount.
For DDP shipments, customs duties, import taxes, and clearance fees included in the shipping cost are non-refundable.
In cases of refused delivery or unclaimed shipments, any return shipping costs, customs charges, duties, or taxes incurred will be deducted from the refund.
Where a refund cannot be processed, the approved amount may be issued as store credit for a future purchase.
RETURN SHIPPING COSTS
Unless an item is defective or incorrect, return shipping costs are the responsibility of the customer.
The first return within Greece is free of charge.
Returns from non-EU countries may be subject to customs clearance and re-import fees.
In the case of a defective or incorrect item, all return shipping and customs-related costs will be covered by us.
RETURN ADDRESS
LA VACA LOCA L.P.
Polizoidou 12
16121 Athens
Greece
Tel: +30 210 7714176