FREQUENT QUESTIONS

To place an order on our online store, the following are required:

• Completion of the special form with the necessary details for the conclusion of the sales contract.
• Unconditional acceptance of the terms of the sales contract and the terms of use, especially regarding the collection and, where required, the use of personal data.

In order to proceed with ordering products, you should follow these steps:

• Navigate through the online store using available methods (product search & filtering, browsing categories).
• View the desired product by clicking on its image.
• On the product page, click the “ADD TO CART” button.
• The respective product will be added to the cart.
• You can repeat the process by following steps 1-4 for any other products you wish to add.
• If you add a product to the cart that has already been added following steps 1-4, the quantity of the product will increase accordingly.

Selection of products and adding to the cart

Follow the process described in a previous question.

Order finalization

• Once you have added the desired products to your cart, simply proceed to the cart icon at the top of the page and then click on the “ORDER” button in the popup window that appears.
• You will be directed to the CHECKOUT page where you are required to fill in the necessary details and choose a payment method. Additionally, you must read and accept the terms of use and website policies, particularly regarding the collection and use of personal data.
• Click on the “SUBMIT ORDER” button.
• If you have chosen Cash on Delivery as your payment method (and the payment method is suitable according to the Shipping & Payment terms), you will be directly led to the order confirmation page (more in the following section “Order Completion“).
• If you have chosen Bank Transfer as your payment method, you will be directly led to the order confirmation page. At this point, you should proceed with transferring the funds to one of the provided bank accounts, specifying either your name and surname used in the order or the order code you will receive. Afterwards, the deposit receipt should be sent to [email protected] for the order dispatch process.
• If you have chosen Debit / Credit Card as your payment method, you will be directed to our bank’s system where you will need to enter your card details to complete the transaction. Upon completion of the payment process, you will be redirected to the order confirmation page.

Order Completion

Upon completion of the order according to the previous steps, the order confirmation page will display a summary of your order details, including a unique order code that you can use to check the status of your order, request updates, or as a reference for bank transfers. Additionally, you will receive an email at the email address provided in your order with a summary of your order details and the order code.

You can see the processing stage of your order through the Order Status page, which you can access using the corresponding option at the bottom of our website. You will need to enter the unique order code you received upon completing your order on the order confirmation page and in your email, along with the email address you provided for your order.

For shipments within Greece we use:

1. ACS or Speedex for packages up to 2 kg
2. ELTA for packages above 2 kg

For international shipments we use ELTA.

Orders for in-stock products are shipped the next business day (excluding weekends); otherwise, they are shipped within 2-3 days, depending on the case. In this instance, you will be informed of the estimated delivery date.

Shipping costs within Greece: €3.5 up to 2kg + €0.5 for each additional kg.

The exact shipping cost is calculated in the shopping cart, before the payment stage.

For purchases with a total value of more than 50 euros, shipping to Greece is free!

Credit/Debit card

You can make your payments at Hellenic Culture using credit, debit and prepaid cards of Visa, Mastercard, Maestro, American Express, Diners as well as using the Masterpass electronic wallet. Your payments are processed through Alpha Bank’s encrypted payment system. All payments made using a card are processed through Alpha Bank’s Alpha e-Commerce electronic payment platform and uses TLS 1.2 encryption with a 128-bit encryption protocol (Secure Sockets Layer – SSL). Encryption is a way of encoding information until it reaches its intended recipient, who will be able to decode it using the appropriate key.

All payments made using a card are processed through Alpha Bank’s Alpha e-Commerce electronic payment platform and uses TLS 1.2 encryption with a 128-bit encryption protocol (Secure Sockets Layer – SSL). Encryption is a way of encoding information until it reaches its intended recipient, who will be able to decode it using the appropriate key.

Bank Transfer

Alternatively, the buyer is given the opportunity to make his purchases by bank transfer – deposit to the following bank accounts:

ALPHA BANK
IBAN: GR 6701 4031 0031 0002 3300 04168

PIRAEUS BANK
IBAN: GR 9701 7261 0000 5610 1019 98216

EUROBANK
IBAN: GR 4702 6007 8000 0410 2010 76206

ATTICA BANK
IBAN: GR 6201 6036 5000 0000 0851 80801

NATIONAL BANK OF GREECE (NBG)
IBAN: GR 9201 1078 1000 0078 1011 52235

Account Beneficiary: Red Velvet Company IKE

The buyer’s name or order number must be entered in the depositor’s details. The proof of deposit is then sent to the e-mail [email protected].

Your order will be shipped after deposit confirmation provided the items are available.

Cash on Delivery

If you choose to pay by cash on delivery, you must pay in cash at the time of delivery. Valid only for shipments within Greece.

The buyer has the right to return the product purchased and delivered to them within 10 days from the date of receipt, without giving any reason, by notifying the company in writing at [email protected].

The return/exchange of products is subject to the terms of Article 2251/1994, as detailed below:

• The product must be returned within 10 days from the date of receipt.
• The packaging of the product must be in its original condition.
• The returned product must not have been used or suffered any damage.
• The return shipping costs are handled by the customer, except in cases where actual defects are identified.
• In cases where the returned product is picked up by our company without prior shipment costs being charged, these costs will be deducted from the credited amount.
• The buyer must include all necessary legal documents inside the packaging.

If the above terms are not met, the product will not be accepted by the Company and will be returned to the sender at their expense.

Upon return of the product and its receipt by the relevant service department, our company undertakes to replace the product with another identical and new one in case the original has been proven defective (replacement). Otherwise, the initially paid amount is credited to the buyer’s personal account on the website. Subsequently, the credited amount can be used to purchase another product of their preference and choice.

Products offered by the company at special discounted prices (offers) for a limited period of time may be excluded from the possibility of unconditional withdrawal/return. In these cases, the products belong to the category of Offers, and their exception from the right of unconditional return is clearly stated in their specific terms and conditions.

Additionally, products manufactured according to specific consumer specifications or clearly personalized items are exempted from the possibility of unconditional withdrawal/return.

However, the right to return cannot be excluded, and the buyer is entitled to return the product to the company in the event that legal or actual defects are found in the delivered product.