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Introduction
Welcome to KOIS Optics. This Shipping Policy ("Policy") sets out the terms, conditions and procedure applicable to the processing, shipment and delivery of prescription glasses, sunglasses, contact lenses and related optical products ("Products") purchased through our online store.
KOIS Optics ("we", "us", "the Seller") is a Greek optical retail business based in Ermoupoli, Syros, at 16 Thymaton Spercheiou Street, P.C. 84100.
This Policy applies to both Consumers and Business Customers, with certain specific provisions applicable to each category, as indicated accordingly. Its purpose is to provide you with clear information regarding:
- the areas to which deliveries are made,
- the conditions for the processing and shipment of orders,
- the available shipping methods,
- shipping charges and estimated delivery times,
- international shipments and potential customs charges,
- the transfer of the risk of loss or damage,
- partial deliveries,
- the inspection of Products upon receipt,
- delayed, lost or undeliverable shipments,
- events of force majeure.
Nothing in this Policy is intended to exclude, restrict or waive any mandatory right granted to Consumers under Greek or European Union law. In the event of a conflict, the applicable mandatory provisions of Greek and European Union consumer protection law, including Law 2251/1994, as amended and in force from time to time, shall prevail.
Supplementary Nature of the Policy: This Policy forms an integral and supplementary part of the KOIS Optics Sales Terms and Conditions and must be read in conjunction with them. It does not replace, amend or restrict the Sales Terms and Conditions. Matters not specifically regulated by this Policy shall continue to be governed by the Sales Terms and Conditions, the relevant order confirmation and the applicable law. In the event of any inconsistency between this Policy and the Sales Terms and Conditions, the relevant provisions shall be interpreted together and in a manner that ensures the application of the mandatory rights of Consumers.
Definitions: In this Policy, "Consumer" means any natural person acting for purposes which fall outside their trade, business, craft or professional activity and who is entitled to the specific protection of consumer law. "Business Customer" means any legal entity or person making a purchase for purposes related to their business or professional activity. The term "Buyer" refers to any customer, whether a Consumer or Business Customer, purchasing Products from KOIS Optics. "Distance contract" means any sales contract concluded between us and the Buyer through our website without the simultaneous physical presence of the parties, namely an online sale, as defined under European Union and Greek consumer law.
Order Processing and Shipment
The processing and shipment of an order are subject to confirmation of the order, the availability of the selected Products and completion of payment, where payment is required before shipment.
Order Confirmation: After an order is submitted, we will acknowledge receipt without undue delay, usually by means of a confirmation email. The acknowledgement of receipt of the order does not yet constitute acceptance of your offer. We will expressly accept and confirm the order once we have verified availability and payment.
A binding sales contract is concluded only when we send you an email confirming that the Products will be shipped or when the Products are actually dispatched to you.
We reserve the right to reject or cancel an order prior to shipment, for example where the Product is unavailable, where we suspect fraud, where there has been a pricing error or where you do not meet the requirements for making the purchase, such as where age requirements applicable to certain Products are not met. In such cases, we will inform you and refund any payment already made.
Payment before Shipment: All payments must be authorised and cleared before the Products are shipped. For most orders, payment is due at the time the order is placed, prior to shipment.
In the case of bank transfers or other offline payments, we will process the order only after full payment has been received. If payment is not received within the stated period, we reserve the right to cancel the order.
The order processing time is distinct from the transit time. Depending on the Product, the processing time may include availability checks, payment confirmation, preparation, packaging, personalisation or manufacture of the Product and its handover to the carrier.
Certain Products, particularly prescription lenses, personalised optical items or Products made to order, may require additional preparation time before shipment. The relevant estimated time will be stated, where available, on the Product page, during checkout or following communication with you.
Delivery and Shipment of Products
Delivery Areas: We deliver Products to addresses in Greece, throughout the EU and internationally, subject to the shipping options available during checkout and/or upon your request.
Certain Products, such as specific prescription lenses or fragile items, may be subject to restrictions or special delivery arrangements, which will be stated on the Product page or during checkout, following communication with us by any appropriate means.
The ability to deliver to a specific country, region or address depends on the available transport services, carrier restrictions, the nature of the Product, applicable export or import rules and any other legal or practical restrictions.
If shipment to the address you have provided is not possible, we will inform you as soon as possible and, depending on the circumstances, request an alternative address, propose a different shipping method or cancel the order and refund any payment already made in respect of Products that cannot be shipped.
Delivery Address and Recipient Details
The order will be shipped to the delivery address provided during checkout or confirmed by another accepted means prior to shipment.
The Buyer must ensure that the recipient's full name or business name, address, postal code, city, country, telephone number and any other necessary delivery information are complete and accurate.
If you identify an error in the address or recipient details, you must contact us as soon as possible. We will make reasonable efforts to correct the details prior to shipment, although we cannot guarantee that the change will be possible if the order has already been handed over to the carrier.
A change of address after shipment may be subject to the carrier's procedures, may cause a delay or may involve an additional charge. Any such charge may be borne by the Buyer where the need for the change results from incorrect or incomplete information provided to us.
Delivery Time
Delivery Time: Unless a specific delivery period has been agreed, we will deliver the goods without undue delay and no later than thirty calendar days from the conclusion of the order in the case of consumer purchases.
If we are unable to ship within this period, we will contact you either to agree on a new delivery date or to allow you to cancel the order and receive a full refund.
If a delivery deadline is essential, for example where you need the Product by a specific date for a gift or travel, and this has been agreed as part of the order, you may cancel the order immediately if we fail to meet that essential deadline.
In all cases, if we fail to deliver on time, you, as a Consumer, have the right to request that we make delivery within an additional reasonable period. If we still fail to deliver the Products, you may terminate the order contract and receive a refund.
The preparation or manufacturing times for Products made to order may differ from the preparation times for immediately available Products. Where a specific time estimate is provided for a personalised or made-to-order Product, that estimate must be considered together with the estimated transit time.
References to working days do not generally include Saturdays, Sundays or official public holidays at the place of dispatch or, where transit is affected, at the place of destination.
Shipping Methods and Charges
Shipping Methods: We will ship the Products through reputable courier or postal services.
The available shipping methods, estimated transit times and shipping charges will be displayed during checkout and, in any event, if you require further information, you may contact us through any of the available means, including telephone, email and others, as stated herein.
Delivery times may vary depending on the destination and shipping service. Any delivery dates provided are estimates and are not guaranteed, although we will make every reasonable effort to meet them.
We are not liable for delays caused by third-party carriers or by customs-clearance procedures applicable to international shipments. However, if you do not receive your order within a reasonable period after the estimated date, please contact us so that we may assist you with tracking or, where required, reshipment.
Shipping charges are calculated, where applicable, on the basis of the destination, weight, dimensions and nature of the Products, the selected shipping method and any special transport requirements.
The total shipping charge, where applicable, will be disclosed before the order is completed. The Buyer will have the opportunity to review the total amount of the order, including the available delivery charges, before final submission.
Any free shipping, reduced charge or other promotional benefit may be subject to specific conditions, such as a minimum order value, limitation to specific areas or selection of a particular shipping method. These conditions will be stated when the relevant offer applies.
Shipment Tracking
Where tracking is offered by the carrier, you may be sent a shipment number or relevant link by email, text message or another available means.
Tracking information is provided by the relevant carrier and may not be updated immediately after the shipment is created. A short delay in the initial appearance or updating of the package status does not necessarily mean that the shipment has been delayed or lost.
If the tracking information is not updated for an unusually long period or shows that the order has been delivered although you have not received it, please contact us without undue delay so that we may investigate the matter with the carrier.
International Orders
International Orders: We accept international orders. If you place an order from a country outside Greece, please note that you are responsible for any import duties, taxes or other charges that may be imposed upon delivery in your country and which are not included in our prices.
We have no control over these charges and shall not be liable for any such additional cost.
International shipments will comply with Greek and European Union export regulations. The Products offered for sale are intended for lawful use in your country. You are responsible for ensuring that the import and use of the Product comply with local law.
The customs authorities of the destination country may request additional information, documents, proof of identity or payment of customs charges from the recipient before delivery.
Any delay resulting from a customs inspection, the need for the recipient to provide information or the failure to pay import duties, taxes or other related charges in a timely manner is outside our direct control.
If the recipient refuses to pay lawful customs charges or complete the required formalities and the package is returned to us, any direct return costs, customs charges or other costs incurred by us may be deducted from any refund, to the extent permitted by the applicable law.
Transfer of Risk
Transfer of Risk: For Consumer orders, the risk of loss of or damage to the goods passes to you only when you or a person designated by you, other than the carrier, acquires physical possession of the goods.
This means that we bear the risk of loss or damage during transit until the goods are delivered to you.
However, if you, as a Consumer, arranged for your own carrier, which was not offered by us, to collect the goods, the risk passes to you when we hand the goods over to that carrier.
For Business Customers, the risk of loss or damage passes to the Buyer upon delivery of the goods to the carrier or upon dispatch from our warehouse stock, unless otherwise expressly agreed in writing.
The transfer of risk does not necessarily coincide with the transfer of ownership. Ownership of the Products remains with KOIS Optics until full payment has been received and cleared, in accordance with the Sales Terms and Conditions.
Partial Deliveries
Partial Deliveries: If your order contains multiple Products, we reserve the right to make partial deliveries, for example where certain items are made to order or are on back order.
We will not charge you additional shipping costs for any partial shipments initiated by us.
Each partial delivery may be invoiced and treated as a separate contract.
If we fail to deliver one of the partial deliveries or if one partial delivery is defective, this does not entitle you to cancel the remaining partial deliveries, unless the omission of that particular partial delivery renders the entire contract of no value to you or the value of the partial delivery exceeds the value of the remaining partial deliveries.
In the event of a partial shipment, you may receive more than one shipping notification, tracking number or delivery on different dates.
Inspection upon Delivery
Inspection upon Delivery: Upon delivery, please inspect the package and the Products for any visible damage or missing items.
If you identify substantial damage to the external packaging upon receipt, you may refuse the shipment and contact us immediately.
Any damage or defect identified after opening the packaging must be reported to us without undue delay, ideally within forty-eight hours for Business Customers and, for Consumers, within a reasonable period which shall not exceed three working days from receipt of the package.
Prompt notification facilitates the resolution of the matter and, where applicable, the submission of claims against the carrier.
This does not affect the statutory rights of Consumers to report a lack of conformity identified at a later stage, provided that it falls within the statutory guarantee period.
If the package shows external damage, it is recommended, where possible, that you ask the carrier to record the damage or take photographs of the external and internal packaging before disposing of it.
In the case of a missing, damaged or incorrect Product, please retain the Product, packaging, accompanying documents and any relevant evidence until we provide you with instructions.
Delayed or Lost Shipments
Delivery dates provided by us or by the carrier constitute estimates, unless expressly agreed otherwise, and may be affected by factors such as the destination, local delivery conditions, weather conditions, strikes, periods of increased demand, customs inspections or the operation of the carrier's network.
If the order has not been delivered within a reasonable period after the estimated date, please contact us and provide the order number and recipient details.
We will investigate the progress of the shipment and, where required, cooperate with the carrier to locate the package, correct the issue or provide the appropriate solution.
The classification of a shipment as lost depends on the circumstances and the investigation procedures of the relevant carrier. A Consumer shall not be required to bear the risk of loss during transit before physical delivery, unless the Consumer selected a carrier which was not offered by us.
Failed Delivery – Undeliverable Packages
Failed Delivery – Undeliverable Packages: If a package is returned to us due to an incorrect address provided by you or because it was not collected, we will contact you for correction or further instructions.
In such cases, additional shipping charges may apply for a new delivery attempt.
If we are unable to contact you, we may consider the order cancelled after a reasonable period and refund the price of the Product, less any direct return costs incurred by us.
For Consumers, the cancellation and refund shall be processed in accordance with consumer protection law.
A package may be classified as undeliverable, among other reasons, due to an incomplete or inaccurate address, absence of the recipient, failure to collect it from a collection point, refusal to pay lawful customs charges, inability to access the address or refusal to accept delivery.
Failure to collect or refusal to accept a package shall not, in itself, be regarded as a clear declaration of the exercise of the right of withdrawal. The Consumer must inform us of their decision to withdraw in accordance with the Returns and Refund Policy.
Cancellation due to Delivery Delay
If delivery is not made within the agreed or statutory period, the Consumer may request delivery within an additional reasonable period.
If delivery is not made within the additional period either, the Consumer may terminate the contract and receive a refund of the amounts paid for the undelivered Products.
An additional period is not required where the Seller has refused to deliver, where delivery within the agreed period is essential in view of the circumstances or where the Consumer informed the Seller before conclusion of the contract that delivery by a specific date was essential and this was accepted.
Any refund resulting from cancellation due to non-delivery shall be made in accordance with the Sales Terms and Conditions, the Returns and Refund Policy and the applicable law.
Force Majeure
Force Majeure: We shall not be liable for any failure to perform or delay in the performance of any of our obligations under these Terms, including delivery, where such failure or delay is caused by events beyond our reasonable control ("Force Majeure").
Such events may include, indicatively and without limitation, natural disasters, events beyond human control, war, terrorism, strikes or labour disputes, governmental actions or regulations, epidemics or pandemics, network or power outages or disruption of supplychain and transport services.
In the event of a Force Majeure event affecting the performance of our obligations, we will inform you as soon as reasonably possible and our obligations shall be suspended for the duration of the event.
We will make reasonable efforts to find a solution or an alternative means of fulfilling orders, for example by using an alternative supply or transport route.
If a Force Majeure event results in a delivery delay exceeding thirty days, Consumers have the right to cancel the order and receive a full refund, as described in the Delivery section, or earlier where the circumstances satisfy the statutory criteria for an essential delivery deadline.
For Business Customers, if the Force Majeure event continues for longer than a reasonable period, either party may have the right to cancel the affected order by giving written notice to the other party.
Cancellation due to Force Majeure shall not give rise to liability for failure to fulfil the order, although any payment made in respect of Products that were not delivered shall be refunded.
Processing of Personal Data for Delivery Purposes
For the processing, shipment, tracking and delivery of an order, we may process personal data such as the full name, delivery address, telephone number, email address, order number and information necessary for managing the shipment.
We may disclose the strictly necessary information to courier companies, postal services, supply-chain partners, customs authorities or other providers necessary for carrying out the delivery.
This processing is carried out for the performance of the sales contract, compliance with our legal obligations and the pursuit of our legitimate interests, in accordance with the applicable personal data protection legislation.
For further information regarding the processing of your personal data and your rights, please refer to the KOIS Optics Privacy Policy.
Amendments to the Policy
We reserve the right to amend or update this Policy where required due to changes in legislation, our business procedures, the available shipping methods, our partner carriers, delivery areas or for any other lawful reason.
The version in force from time to time shall be published on our website.
Any amendments shall not affect orders which have already been submitted before the effective date of the new version. Such orders shall continue to be governed by the Policy and the Sales Terms and Conditions in force at the time of submission, unless the applicable law requires otherwise.
Applicable Law
This Policy shall be governed by and construed in accordance with Greek law, including the Greek Civil Code, Law 2251/1994 on consumer protection, as amended and in force from time to time, and the applicable provisions of European Union law.
The choice of Greek law shall not deprive a Consumer residing in another Member State of the European Union of the protection afforded by the mandatory provisions of the law of the country of their habitual residence, where such provisions apply in accordance with European Union law.
Contact Details
If you have any questions, complaints or concerns regarding this Policy, the shipment, delivery, delay or tracking of any order, please contact us using the following details:
• KOIS Optics
• Address: 16 Thymaton Spercheiou Street, Ermoupoli, Syros, P.C. 84100, Greece
• Telephone: +30 22810 83810
• Email: info@kois-optics.gr, for general enquiries and order-support requests.
We will respond to customer-service requests as soon as possible, usually within one to two working days.
In the case of written complaints, we will provide a written response or proposed resolution within fifteen days, as required by Greek consumer law, where applicable.
Thank you for reading the KOIS Optics Shipping Policy.
Last revised: July 2026.