Shipping & Cancellation Policy

Last updated: 1 August 2026

This policy applies to purchases from Olympia OL, Drouva st. 1, 27065 Ancient Olympia, Greece, through olympiaol.gr. It explains our shipping, cancellation, withdrawal, return, refund, customs and transport-related terms.

Nothing in this policy excludes or limits any mandatory consumer right that cannot lawfully be waived. Where the mandatory law applicable to a particular contract gives the consumer greater protection, that mandatory law prevails.

1. Online purchases and physical-store purchases

Orders concluded through the e-shop

A contract is generally a distance contract where it is concluded without the simultaneous physical presence of the business and the consumer through an organised online, telephone or other distance-sales process.

Where a statutory right of withdrawal applies under the law governing the contract, including qualifying distance contracts protected by European Union or European Economic Area consumer law, the consumer may withdraw without giving a reason within the applicable period described below.

For customers outside the European Union and European Economic Area, cancellation and return rights may differ according to the mandatory law applicable to the contract. Unless that law grants a withdrawal right or Olympia OL expressly agrees to a commercial return, this policy does not create a voluntary fourteen-day change-of-mind return right for non-EU/EEA purchases.

Purchases concluded at the physical store

The statutory fourteen-day right of withdrawal for distance contracts does not automatically apply to a purchase concluded in person at our physical store merely because payment was made by card or because the goods were shipped to the customer afterwards.

Whether a contract is an in-store or distance contract depends on how and where the contract was actually concluded. A change-of-mind return after an in-store purchase is governed by any commercial terms expressly agreed at the time of sale and by any mandatory law applicable to that purchase.

This distinction does not affect mandatory rights concerning goods that are defective, damaged, incorrectly supplied or otherwise not in conformity with the contract.

2. Shipping information

All parcels sent to our customers are insured against loss during transport, subject to the terms and procedures of the selected carrier.

Available delivery methods, shipping charges and any estimated delivery period are shown at checkout, in the order confirmation or in another communication relating to the order. Delivery estimates are indicative unless expressly stated otherwise and may be affected by carrier disruption, customs procedures, public holidays, increased shipment volumes or circumstances outside our reasonable control.

The customer must provide complete and accurate delivery, email and telephone details. Where tracking is available, the shipment number or tracking link may be sent by email or SMS using the details provided with the order.

Customers should inspect the external condition of the parcel on delivery. Visible transport damage should be reported promptly to the carrier and to us, together with clear photographs of the parcel, shipping label, internal packaging and affected goods. Reporting transport damage promptly helps us investigate the claim but does not remove any mandatory rights.

3. Failed delivery, refusal and return to sender

If delivery fails because the customer supplied incorrect or incomplete information, was unavailable, failed to collect the parcel, refused to complete lawful import formalities or refused to pay destination-country charges for which the customer was responsible, the customer may be required to pay the documented costs of return, storage, customs handling and reshipment, to the extent permitted by applicable law.

If a parcel is returned to us, the customer should contact Olympia OL before any reshipment. A second shipment may require payment of the applicable return and reshipping costs unless the failed delivery was caused by Olympia OL, the carrier or another circumstance for which the customer is not legally responsible.

Where the carrier confirms loss or transport damage, we will provide the remedy required by applicable law and may request reasonable evidence needed for the carrier claim.

4. Customs duties, tariffs, taxes and international deliveries

Orders shipped outside the European Union may be subject to import duties, tariffs, sales or use taxes, customs-clearance charges, brokerage fees, carrier handling fees or other charges imposed by the destination country.

Unless checkout, the order confirmation or another written agreement expressly states that such charges are included or prepaid by Olympia OL, the recipient is responsible for acting as importer and for paying all destination-country import duties, tariffs, taxes, customs charges and brokerage fees. These charges are separate from the product price and shipping charge paid to Olympia OL.

Import duties, tariffs, taxes or customs fees paid directly to a customs authority, postal operator, courier or customs broker are not received by Olympia OL and cannot be refunded by Olympia OL. The customer may contact the relevant authority, carrier or broker to determine whether a separate refund, drawback or remission procedure is available.

We are not responsible for delays caused by customs authorities, security inspections, prohibited-import rules or the customer’s failure to complete import requirements. Customers are responsible for checking destination-country import restrictions before ordering.

5. Cancellation before dispatch

A customer who wishes to cancel an order before dispatch should contact us as soon as possible. If dispatch has not taken place and cancellation is operationally possible, the order will be cancelled and the amount received for that order will be refunded.

If the parcel has already been dispatched, the request will be handled under the statutory withdrawal rules, any other mandatory law applicable to the contract and the international-return terms in this policy.

6. Statutory right of withdrawal for qualifying distance contracts

Where a statutory right of withdrawal applies, the consumer may withdraw without giving a reason within fourteen (14) calendar days, unless a different mandatory period or a statutory exception applies.

For a contract for the sale of goods, the period generally expires fourteen (14) calendar days after the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the goods. Where multiple goods from one order are delivered separately, the period generally runs from receipt of the last item.

How to exercise the right

The consumer must inform us of the decision to withdraw through a clear and unequivocal statement before the applicable period expires.

The statement may be submitted through our electronic withdrawal function or sent through our secure contact form. Our contact details are: Olympia OL, Drouva st. 1, 27065 Ancient Olympia, Greece, telephone +30 26240 22650.

Using the electronic function is not compulsory where applicable law permits another valid method. It is sufficient for the statement to be sent before the withdrawal period expires.

Submission of a withdrawal statement records the request and its date and time. It does not by itself establish that the right applies, approve a return or trigger a reimbursement.

7. Returning goods after withdrawal

Where the statutory right applies, the consumer must return or hand over the goods without undue delay and no later than fourteen (14) calendar days after informing us of the decision to withdraw.

Unless mandatory law provides otherwise or we agree in writing to another arrangement, the consumer bears the direct cost of returning the goods. The customer must use a suitable, traceable transport method and pack the goods securely.

The customer remains responsible for the parcel until it reaches us, except to the extent that mandatory law provides otherwise. We recommend retaining the receipt and tracking information.

Returns from outside the European Union

Before dispatching a return from outside the European Union, the customer must contact Olympia OL for practical customs instructions. This requirement does not invalidate a withdrawal that was otherwise exercised on time, but it helps prevent unnecessary import charges and delays.

The return documents should accurately identify the parcel as returned goods and include the original order or export information requested by us or by the carrier. The customer must not declare the parcel as a new commercial sale or use inaccurate customs values.

Where the legal conditions are met, Olympia OL will use reasonable efforts to seek available returned-goods relief from import duty or import VAT when the goods re-enter the European Union. Relief is not guaranteed, and customs-brokerage, carrier-handling, storage or administrative charges may still apply.

Costs caused by incorrect customs declarations, failure to follow reasonable return instructions or use of an unauthorised return method may be deducted only where and to the extent permitted by applicable law.

8. Reimbursement following a valid statutory withdrawal

Where the statutory right applies, Olympia OL will reimburse the payments received in connection with the withdrawn contract, including the cost of the least expensive standard delivery method offered by us, without undue delay and no later than fourteen (14) calendar days after being informed of the decision to withdraw.

We may withhold reimbursement until the goods have been received or until the consumer supplies evidence that the goods have been sent back, whichever occurs first, where applicable law permits this.

Any additional amount paid because the customer selected a more expensive delivery method than the least expensive standard option offered by us is not refundable unless mandatory law provides otherwise.

Where no statutory withdrawal right applies and Olympia OL voluntarily accepts a change-of-mind return, the refund and any deduction of original shipping, return shipping, customs or handling costs will be governed by the written commercial terms agreed for that return and by applicable mandatory law.

Refund method

Where required by applicable law, reimbursement will normally be made using the same payment method used for the original transaction unless another method is expressly agreed without additional cost to the customer.

• Online card payment: the refund will normally be processed through the original card transaction and the National Bank of Greece payment platform.
• Bank transfer or bank deposit: the refund may be made to a verified bank account associated with the customer or payer, subject to reasonable identity and fraud-prevention checks.
• Card payment made at the physical store: an approved refund will be processed through the POS terminal or relevant payment provider according to the provider’s procedures. The original receipt and the card used for the transaction may be required.

Customers must never send complete card numbers, PINs, card-verification codes or photographs of payment cards through email or another unprotected channel.

Refunds are made in the currency of the original transaction. Olympia OL is not responsible for exchange-rate differences, foreign-bank charges or card-issuer charges that it does not receive or control, except where mandatory law provides otherwise.

9. Condition of returned goods and diminished value

Where the statutory right applies, the consumer may inspect the goods only to the extent necessary to establish their nature, characteristics and functioning. The consumer is responsible for any diminished value resulting from handling beyond what would normally be necessary to inspect the goods.

Products should be returned with their original components and, where reasonably possible, their original packaging. Missing or damaged packaging does not automatically remove a statutory right, but actual diminished value caused by unnecessary handling may be taken into account where the law permits.

A return must not be sent before receiving any practical instructions needed to identify the order and process the parcel safely, particularly for returns from outside the European Union.

10. Exceptions to the right of withdrawal

The right of withdrawal does not apply where a statutory exception validly applies. Exceptions potentially relevant to the products sold through this site may include:

• Goods made to the consumer’s specifications or clearly personalised.
• Goods liable to deteriorate or expire rapidly, but only where the product actually has that characteristic; ordinary shelf-stable olive oil, honey, herbs or similar products are not treated as rapidly perishable merely because they are food products.
• Sealed goods not suitable for return for genuine health-protection or hygiene reasons after unsealing, where the goods were supplied with an effective seal and the statutory conditions for the exception are met.
• Goods inseparably mixed with other items after delivery.

Opening only an external shipping box does not by itself activate the sealed-goods exception. The exception must be assessed according to the product, the seal actually applied and the legal conditions in the specific case.

These exceptions do not remove mandatory remedies for goods that are defective, damaged, incorrectly supplied or otherwise not in conformity with the contract.

11. Incorrect, damaged or non-conforming goods

A request concerning defective, damaged, incorrectly supplied or otherwise non-conforming goods is legally distinct from a change-of-mind withdrawal.

Customers should contact us as soon as reasonably possible and provide the order number, a description of the issue and clear photographs where useful. We may request reasonable additional information needed to investigate the claim.

Where the goods are non-conforming, the customer is entitled to the remedies required by applicable law. Nothing in this policy restricts those rights.

12. Model withdrawal statement

Where a right of withdrawal applies, the following model may be used, although its use is not compulsory:

To: Olympia OL, Drouva st. 1, 27065 Ancient Olympia, Greece. Secure contact form: https://olympiaol.gr/contact/

I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods: [describe goods].

Ordered on / received on: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Order number: [number]
Date: [date]

Where the statement is submitted electronically, a handwritten signature is not required.

13. Contact

Olympia OL
Drouva st. 1, 27065 Ancient Olympia, Greece
Telephone: +30 26240 22650
Secure contact form: https://olympiaol.gr/contact/

Related pages: Payment Methods and Privacy Policy.